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 Technical Support is designed to remotely assist you with specific break-fix issues regarding on going 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.
For help with planning, design, deployments, upgrades, migrations, optimization, and application verification to ensure a highly available, scalable, and secure infrastructure, contact F5 Professional Services. You will receive a detailed quote, including a comprehensive Scope of Work (SOW) statement.
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 contract to 4-Hour onsite service for business-critical hardware. This option is only available to customers whose F5 products are deployed within the 4-Hour RMA availability area (i.e., no more than 50 miles from an F5 authorized RMA Depot). Customers outside of the 4-Hour RMA availability area have alternative options.
For complete details of this program, please refer to our Customer Support Policies.
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.