Training & Support

Acopia Services is now F5 Support Services

We have now completely integrated the support tools, applications, content, and infrastructure for all Acopia® products with F5 Networks. This means that all worldwide F5 Network Support Centers are fully online and available to receive support calls for ARX Data Solutions products.

F5 resources to help in your transition from Acopia:

Support Offerings

The following chart shows which support offerings from F5 Networks match support offerings purchased from Acopia Networks. These new F5 service offerings will ensure that all previous Acopia commitments are maintained. Also, please note that all Acopia service offerings, part numbers, and pricing will be discontinued effective October 1, 2008. Learn more details about F5 Customer Support Guidelines and Policies.


Acopia Offering F5 Offering Service Details
Silver Support Standard Support
  • 8am-6pm M-F, local time
  • Next Business Day Advance Replacement Ship from US facility
  • 24 x 7 x 365 Online Access to Web Support Portal
  • 24 x 7 x 365 access to Ask F5 Knowledge Base
  • Access to new software versions and hot fixes
Gold Support Premium Support
  • 24 x 7 x 365 phone support
  • Next Business Day Advance Replacement Ship from US facility
  • 24 x 7 x 365 Online Access to Web Support Portal
  • 24 x 7 x 365 access to Ask F5 Knowledge Base
  • Access to new software versions and hot fixes
Platinum Support Premium4
  • 24 x 7 x 365 phone support
  • 4-Hour On-site Replacement Delivery*
  • 24 x 7 x 365 Online Access to Web Support Portal
  • 24 x 7 x 365 access to Ask F5 Knowledge Base
  • Access to new software versions and hot fixes
  • Service offering is limited to only ARX products at this time
New Service Offering Premium Plus
  • Requires Premium or Premium4 service contract
  • Access to new software versions and hot fixes
  • Access to Senior Level Network Support Engineers
  • Priority in support phone and escalation queues
  • Dedicated Support Team
  • Dedicated Support Manager
  • Regular case reviews & proactive assessment of future customer needs
Warranty
All Products Hardware/Software Read F5 Product Warranty

* 4-Hour On-site RMA delivery prerequisite is that the F5 product is deployed within the serviceability area and requires a signed 4-Hour RMA Service Agreement. Customers whose F5 products are deployed outside of the 4-Hour RMA Serviceability Area have alternate options. If you have additional questions about this program, please contact F5 Professional Services for more information.