F5 Distributed Cloud Services Support Process


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:

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 > 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

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:

PriorityDescriptionExpected First Response Time SLA
NormalRegular 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)
HighThe issue affects my day-to-day work.Organization: 1 hour
Teams: 4 hours
Individual: 12 hours
Freemium: Best Effort (24 hours or longer)
UrgentThe issue affects the core performance of my business.Organization: 1 hour
Teams: 4 hours
Individual: 12 hours
Freemium: Best Effort (24 hours or longer)