We are constantly striving to improve our service and create closer customer relationships. F5's worldwide customer support organization has pursued and achieved voluntary ISO 9001:2008 certification. You can always expect consistent, professional, high-quality service from F5, which means:
F5 Support Services is designed to remotely assist you with specific break-fix issues regarding ongoing maintenance of your F5 products. All F5 products come with a one-year manufacturer's hardware warranty and 90 days of software media warranty. Technical support is limited to F5 products with active support contracts. Subscribers who require higher levels of support from our support team may opt to upgrade to either Premium Support or Premium Plus Support.
F5 technical support is not designed to walk you through the installation process. If you need comprehensive installation assistance, you may opt for onsite installation services from your local F5 authorized reseller or through F5 Professional Services.
Customers typically leverage programmatic interfaces when they author custom code that employs the calls, events, methods and operations provided by the interface to achieve a desired function. Most implementations of programmatic interfaces are considered custom code. Implementations distributed on the F5 Downloads site, are included in a supported product release, or otherwise marked by F5 as supported software that remain unmodified are not considered custom code and will receive full product support within appropriate limits.
At this time, only the specific interfaces noted below are fully supported; all other interfaces are currently supported with reasonable effort only and with no implied or explicit service level targets. Any support provided will be subject to the limits specified.
F5 will not author new functionality, nor design solutions involving these interfaces. While F5 supports the Extensibility Framework/APIs, F5 may not support the artifacts and extensions build on top of these frameworks.
For requests that fall outside normal scope of Support, F5 Professional Services provides a comprehensive portfolio of solutions to help you leverage F5 technology to meet your business needs, including assistance with planning, design, deployments, upgrades, migrations, optimization, and application verification to ensure a highly available, scalable, and secure infrastructure. On contacting F5 Professional Services, you will receive a detailed quote, including a comprehensive Scope of Work (SOW) statement.
Additional assistance is also available from the active community of F5 users and experts worldwide participating in the F5 DevCentral* community portal.
*Note: A DevCentral login is required to access this content.
Customers may wish to leverage open-source projects created by F5 Networks and posted on GitHub. The list of GitHub projects for which F5 Technical Support is provided can be found at K80012344: F5 support for GitHub software. Any support provided will be subject to the limits specified. Community assistance (which may include assistance provided by F5 employees) can be obtained by filing an issue in the GitHub project. The SUPPORT.md file for each project may list additional ways of obtaining community support.
F5 support hours are built around your core business hours. We staff F5 Network Support Engineers continuously, 24 x 7 x 365. Regardless of where your offices are located, technical support from F5 is available during your business day.
You can submit a service request online or by telephone. Providing the following information will ensure that your issue is resolved as efficiently as possible:
F5 aggressively pursues fast response times for all incoming cases. If a technician is not immediately available to help you, a Customer Care Representative will log your call in our case response system and issue you a case number. Learn more about response times and escalation policies.
F5 customers can upgrade the RMA service levels on their existing Standard, Premium, or Premium Plus maintenance with Expedited RMA Services for business-critical hardware. This option is available to customers whose F5 products are deployed within range of an F5-authorized RMA Depot. F5 offers customers both 4-hr and Next Business Day options. Please contact your f5 Sales Representative for more information.
For complete details of this program, please refer to our Expedited RMA Services data sheet.
If at any time you believe that a case is not being handled in accordance with the service levels in your support contract, or if you wish to comment on the way a particular case is being addressed by a Network Support Engineer, please contact F5 Support and request to speak with a Technical Support Manager.