Contact Silverline SOC Support – F5 Silverline Knowledge Base

Ticket Form

The best way to open a ticket with the Silverline SOC is to use our ticket form (for urgent requests, please follow up your ticket creation by contacting the SOC by Phone)

Click Here to Open a Ticket

Scroll down for alternative ways: Portal, Email, Phone
If you need to Escalate a case, see F5 Silverline, F5 Cloud Services, F5 Distributed Cloud, & F5 Bot Defense Support Case Escalation
After you've submitted ticket(s): How To View All Support Tickets

First! Have you searched our Knowledge Base for your issue or question? The SOC writes new articles daily, based on real questions and issues from our customers. It's often faster to locate your answer there.

Second! Have you reviewed what to include in the ticket? Including the below information helps the SOC troubleshoot your issue quickly.

What to Include in Ticket

For specific issues, review these articles for what the SOC needs to troubleshoot:

Routed Connectivity: Q&A: What Data Does Silverline Need For Initial Routed Connectivity Investigation?
WAF Proxy Connectivity: Q&A: What Data Does Silverline Need for WAF Proxy Troubleshooting?
Packet Loss: Q&A: What to do in Case of Packet Loss?

For other issues, include: Concise Problem Description and additional information such as:

Are there any specific error messages?
Timeframe and location (if region specific)
Were any changes made to the configuration?
Have there been any network changes?
Note: If you possess a user account in both a Parent AND Child account(s), please specify which account (parent or child) that the request is referencing.

Attachments for Troubleshooting

For networking issues, provide at least 2 of the following:
- Traceroute - see How To Take A Traceroute
- TCP traceroute
- MTR Report
For Web Application issues, provide a HAR file
- What is a HAR file?
- How to Generate HAR Files
- Open up and review HAR file(s): https://toolbox.googleapps.com/apps/har_analyzer/

Phone

You can contact F5 Support in any of the toll-free and regional numbers in this article choosing the Distributed Cloud option 4 and then selecting the Silverline product support option 2.

Regional Phone Numbers

Passphrase to verify customers may be required for support - See How to Setup Account Passphrases for more info
Follow the menu prompts to be connected with the product team you are calling about

Region	Number
International Freephone	+800-7000-5050 (Toll-Free) Note that the International Freephone country code is 800. To call it, dial like any international call, using country code 800.
Australia	+61 1-300-135-059 (local tolls may apply)
Germany	+49 32 212249127
Hong Kong	+852 5808 1765
India	+91 22 7127 9190 +91 80 7127 9141 +91 44 7127 9001 +91 11 7127 9077 +91 33 7127 9004
Israel	+972 3-374-1401
Italy	+39 800 768 423
Japan	(IDC) 0061-800-7000-5050 (KDD) 010-800-7000-5050 (Option 2 for Japanese Translation Services)
Malaysia	+60 3-9212 1680
Mexico	+52 800 099 1488
Singapore	+65 3163 0491
Czech	+420 296 182 778
United Arab Emirates (UAE)	8000-3570-4447
United Kingdom	+44 (0) 800 077 3020 +44 (0) 800 404 9597
USA	Toll Free: +1 (866) 329-4253 Toll: +1 (206) 272-7969

F5 Silverline Portal

Click the Support button in the top banner of the F5 Silverline Customer Portal.
Select the option Submit Ticket.
Fill out the form with the required information.
- See What to Include in Ticket

Email

Send an email to support@f5silverline.com to create a ticket.
- See What to Include in Ticket
- Active F5 Silverline Customer Portal account is required to open tickets via email. Otherwise, call using Phone numbers above.