The following links are available for support of F5 Networks products. Customers with any sort of Vendor Maintenance Plans should use the following information for support.
Australian Support number is 1800 784 977. This will provide access for standard resellers and endusers to the F5 Support Centre.
Email support is available from these addresses email@example.com
If your F5 products has a Firewall Systems Fireblanket service provided with it then all you need to do is provide us with an RMA or Incident number from F5 and we will enact the Fireblanket service. The Fireblanket service is simply a hardware swap service for faulty product - not a generic support contract. Often the fault is a software issue not a hardware issue. The best way to determine if this is the case is to log the incident with the manufacturer of the product. Once they issue an RMA number you can initiate the Fireblanket Service. To log the incident use the above phone number or go to the support web site. If the unit does not power up at all you can initiate the Fireblanket service without waiting for an RMA number.
Online Support for existing customers is available here.
If you do not have Web Support login credentials, you can register for an account at https://websupport.f5.com/csp/register.asp.
Provide the following information when you open a case with F5 Networks Technical Support:
• A full description of the problem, including the following:
o The symptoms of the problem.
o The approximate time the problem first occurred.
o The number of times the problem has recurred.
o Any error output provided by the system.
o Steps to reproduce the problem.
o Any changes you made to the system before the problem first occurred.
o Any steps you have attempted to solve the problem.
• A description of the impact the problem is having on your site, using the following definitions:
o Site Down - Your network or application is down or critical business functions have stopped due to the problem.
o Site at Risk - Your network or application is severely and negatively impacted by the problem.
o Performance Severely Degraded - The performance of your network or application has been severely reduced due to the problem.
o Performance Impaired - Your network or application is suffering from reduced performance, but otherwise continues to work as expected.
o General Assistance Required - The subject of the case does not currently impact your network or application.
• The hours that you are available to work on the problem and any alternative contacts that can work on the problem if you are not available.
• Remote access information, if possible. Remote access to your network environment is important, because it is the most effective method for collecting information and troubleshooting technical issues. If you cannot provide remote access, F5 Networks Technical Support will work directly with you to resolve the issue over the phone; however, this method can often be more time consuming and may require file transfers, replication, and additional testing.
Releases, downloads, manuals and FAQ’s are available at : http://tech.f5.com
Assistance with iRules, iControl and Firepass customisation : http://devcentral.f5.com
To determine the current license status of your F5 equipment you can enter the details here: https://secure.f5.com/validate/validate.jsp