F5 Distributed Cloud Services Support Process

Objective

This guide describes the support process for the F5® Distributed Cloud Services SaaS service, and also provides information on how to raise support requests through various channels available to the customers.

Note: In order to raise a support request, you must have an Account. If you do not have an account, see Create an Account.

Support Channels

The F5 support is available all year round 24 hours a day and 7 days a week. You can contact the support through the following ways:

Customer portal available at F5® Distributed Cloud Console
Phone - There are options available per region and country
Email at support@cloud.f5.com

It is recommended to create a ticket using the customer portal. For any issues that affect the core performance of your business you can call us to the support numbers available in the phone section. In case you are not able to access the portal, you can contact support via support@cloud.f5.com to open a ticket.

Raise Support Request Using Customer Portal

Before contacting the support team, it is recommended to review and prepare using the following guidelines:

Have you searched our Knowledge Hub for your issue or question? Distributed Cloud Support writes new articles continuously, based on real questions and issues from our customers. You can use the search bar at the top for this.
Have you reviewed what to include in the ticket? See section below. Including this information helps our Distributed Cloud support engineers to address your issue at the earliest.

Which F5 Distributed Cloud Service is impacted? (for example, HTTP Load Balancer, k8s, and more)
What is the namespace?
Precise description of problem and symptoms (e.g. screenshot of the error message, HAR file)
Logs, packet captures
What is the site's name, load balancer name?
When did the problem start? Accurate and exact date, time and specify the time zone
Steps to reproduce the issue?
Expected behavior (tell us what should happen)
Is this a new implementation or was it working before? If so, what has been modified?
What troubleshooting or testing has been done?
What browser are you using?
Impact of the incident from the customer point of view.

Note: You can reference our Best practices when opening a support ticket for F5 Distributed Cloud Services? Article for additional guidance.

Perform the following to raise a ticket using the customer portal:

Step 1: Log into F5® Distributed Cloud Console, open Support.

Open F5® Distributed Cloud Console > select Administration box.

Figure: Homepage

Select Support in left-menu > select Get Help.
Select + Create New Support Request in New Support Request box.
The Contact Support form will pop up to your right.

Figure: Support, Add Requests

Step 2: Fill out Contact Support pop-up form.

Select Service in drop-down menu.
Select Type in drop-down menu.
- Account Support
- Technical Support
- Incident Support
Select Topic in drop-down menu, options based on type selected.

Note: In case submitting documentation issues, select Technical Support for Type, and select Other for Topic.

Select Priority in drop-down menu.
- Normal
- High (issue affects my day-to-day work)
- Urgent (issue affects core performance of my business)

Note: Choose the priority as per the guidelines specified in the Ticket Priorities chapter.

Enter Short Subject for your problem in the Please provide a subject for your issue box.
Describe your problem in the Please explain the issue below box.
Select Add attachments link if needed for screenshots, documents, etc.

Figure: Support Request Fields

Step 3: Select Submit Request to complete creating the support request.

Select Submit Request button to submit.

Figure: Submit Request Form

Contact Support via Phone

When calling, select Option 4 for Distributed Cloud and then select:

Option 1 for Support

Option 4 for escalations or any urgent request requiring the Security Operation Center (SOC) Management team/Duty Manager

Region	Number Type	Contact Number
North America	Toll	+1-206-272-6500
North America	Toll-Free	+1-888-882-7535
North America	Toll-Free	+1-855-834-0367
North America	Toll-Free	+1-866-622-7535

For a complete list of our toll-free options and numbers per regions and countries, click here.

Note: Phone support is available all year round 24 hours a day and 7 days a week and is provided in English.

Ticket Priorities

Every support request is handled based on the related priority. When you open a support request, you can select the priority. The following table lists and explains the various priorities:

Priority	Description	Expected First Response Time SLA
Normal	Regular question or issue that does not have an impact on work or business.	Best Effort (24 hours)
High	The issue affects my day-to-day work.	1 hour
Urgent	The issue affects the core performance of my business.	1 hour

How to Escalate a Case

If you need additional assistance or to escalate a request to our Distributed Cloud Services Security Operation Center (SOC) Management team/Duty Manager, follow the guidelines in this article.

How to Review the Status of Services and Customer Portal

The status of the services, Points of Presence (PoPs), customer support, docs and website can be viewed here.

To be notified on any planned maintenance, you can follow the instructions in this guide.