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
-
Email at
support@cloud.f5.com
It is recommended to create a ticket using the customer portal. In case you are not able to access the portal, you can contact support via support@cloud.f5.com
to open a ticket or using the phone number specified (Phone support not available on all plans) in the Console under Support
> Contact Support
and the support team can create the ticket for you.
Raise Support Request Using Customer Portal
Before contacting the support team, it is recommended to prepare the following that are required to address your issue at the earliest:
-
The name and contact information of the person who owns the ticket.
-
Accurate time, including the time zone, of the events.
-
Precise description possible of the issue.
-
Impact of the incident from the customer point of view.
-
Additional information to help resolving the issue such as:
- Logs, error messages, screenshots, etc.
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
> selectAdministration
box.

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

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
forType
, and selectOther
forTopic
.
-
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 thePlease 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.

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

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. | Organization: Best Effort (24 hours) Teams: Best Effort (24 hours) Individual: 24 hours Freemium: Best Effort (24 hours or longer) |
High | The issue affects my day-to-day work. | Organization: 1 hour Teams: 4 hours Individual: 12 hours Freemium: Best Effort (24 hours or longer) |
Urgent | The issue affects the core performance of my business. | Organization: 1 hour Teams: 4 hours Individual: 12 hours Freemium: Best Effort (24 hours or longer) |