Overview
F5 Silverline Security Operations Center provides support to its customers in the English Language 7/24/365. This includes communications via e-mail, tickets, chat and phone calls. Guidelines for delivering services in languages other than English are provided in this article.
Customer Communication
In case customer request to receive support in a different language, multilingual support will be provided on an ‘as-available’ basis. If a SOC analyst with both the appropriate technical and language skills is available, the call, ticket or chat will be assigned to that analyst. In cases where a customer is communicating with the F5 Silverline SOC in any different language other than English and no multilingual support is available, the request will be translated using an online translation tool and will be responded to according to the F5 Silverline SOC Analysts best understanding. Please understand that incoming requests in any language other than English are not subject to F5 Silverline SLA targets. Additionally, all outgoing communication initiated by the F5 Silverline SOC will commence in English.
Japanese translation services
The F5 Silverline SOC has a partnership with a Japanese translation services vendor and this service is available to Silverline customers. Both verbal and electronic communication in the Japanese language is available through this service 7/24/365, including communications via e-mail, tickets, chat and phone calls. If a Japan-based customer would like to utilize this service, please contact your account manager for further details.
F5 Silverline Tools & Documentation
Currently, all F5 Silverline tools and supporting documentation are available in English only.