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.

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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.

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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 > select Administration box.

• 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.

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.

• 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.

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

Select Submit Request button to submit.

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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)

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