For standard F5 Silverline, F5 Cloud Services, F5 Distributed Cloud, & F5 Bot Defense Support emails and phone numbers, see How to Contact Support and what to include in a ticket.
If a case needs be escalated, request to speak to the on-duty Senior Analyst or the on-duty SOC Manager. For such escalations, please use the following table:
|
ESCALATION |
CONTACT TIME |
ALL REGIONS |
|
SOC Lead |
Immediately as required |
Senior Analyst on Duty (Request Contact Via Phone or Ticket Update) |
|
SOC Manager On Duty |
Immediately as required |
SOC Manager on Duty (Request Contact Via Phone or Ticket Update) |
|
SOC Manager Group Voicemail |
Call if the Duty Manager has not contacted you within 15 minutes. Please leave a voicemail. |
Call us from one of our Regional Telephone Numbers At the greeting: select option 1 for Distributed Cloud, then option 4 Leave a voicemail as prompted. This will be routed to the Silverline SOC Management group for callback. |
|
RVP, SDC Support and SOC Operations |
Call if your voicemail has not been returned within 30 minutes. If no answer, leave a voicemail. |
Lance Sleeper +1 (817) 637-6621 |
Customer Satisfaction Surveys
Customer satisfaction is a top priority for F5 Support. From time to time, customers may receive
- an email invitation to complete
- an attached survey for the level of service provided.
F5 Silverline Support Resources
- Silverline Process Documents - F5 Silverline Customer Knowledge Base
- Silverline Web Application Onboarding - Silverline Web Application Firewall Technical Note
- Silverline Portal - Silverline link to your Customer Portal
F5 Support Resources
- http://websupport.f5.com - F5 Online Case Management; F5 product support.
- http://support.f5.com - The AskF5 Knowledge Base - AskF5 is your storehouse for thousands of solutions to help you manage your F5 products more effectively. In addition, you can sign up for TechNews, the Security mailing, and RSS feeds.
- http://devcentral.f5.com - all things iRules and iControl, plus user forums and more