In partnership with F5, ALEF delivers a dedicated technical support program for F5 products and solutions — ALEF F5 Support Services. The program extends ALEF's professional support directly into your IT operations.
It provides a single point of coordination for all partner and customer requirements related to F5 infrastructure, streamlining communication across every party involved in the service.
ALEF ServiceDesk is the simplest way to reach our support and open tickets under your service contract. Response coverage follows your SLA — 24×7 with Premium Service, 8×5 with Standard. You get full ticket management, tracking and notifications, plus phone access for urgent cases. Contact details below.
Stuck during implementation or have a question? ALEF support provides remote assistance with your F5 BIG-IP configuration and answers your product-related queries.
ALEF Systems Engineers help you isolate the issue and run active root-cause analysis to identify and mitigate problems fast.
If the root cause is an F5 TMOS software defect, ALEF helps confirm it and recommends a fix. We gather the required information from your environment and coordinate with F5 for an official solution — an Engineering Hotfix or approved workaround. Covered products are entitled to software updates (maintenance and feature releases) made available at no extra cost to F5 customers with active service maintenance for the relevant period.
The RMA delivery process is handled by the vendor, but ALEF assists with its administration: we open the ticket, gather the necessary information and guide you through the process. Standard delivery time is not guaranteed; for faster turnaround you can upgrade to expedited (Advanced) RMA.
Your ALEF support contract grants access to the F5 knowledge (my.f5.com) base and other F5 resources.
ALEF provides basic support for iRules already in operation:
The iRule must have been running before you contact support. This service does not cover concept, design, or authoring of new iRules — for that, use DevCentral or F5 consulting services.
Contacts:
www.alef.com
ServiceDesk: https://sdesk.alef.com - only available for registered users.
ALEF Technical Support E-mail: servicedesk@alef.com
ALEF Technical Support hotline (24x7 – spoken languages: ENG/CZ)
Add-ons availability
ALEF's support team is prepared to meet your specific needs that fall outside the scope of ALEF F5 Support Services. The exact details shall be finalized and provided to our customers on a case-by-case basis.
