Support Maintenance Programs

A10 Networks offers four levels of maintenance to provide hardware, software and technical support services: Standard Warranty, Basic Support, Gold Support and Platinum Support.

Regional Information:
For information on other international support maintenance programs, please contact your local reseller

Maintenance Levels


Support Plan Maintenance Terms Hardware Repair Advance Replacement Software Support Technical Support Web Support
Standard Warranty
Program Guide

90 days from purchase date Depot repair 90 days from purchase date 30 days from purchase date 90 days from purchase date 9 am - 6 pm, Monday - Friday except holidays (Local Time) Yes
24 x 7
Basic Support
Program Guide


1, 2, 3, 4, 5 years contract terms Depot repair for length of contract term 30 days from purchase date Length of contract term purchased 9 am - 6 pm, Monday - Friday except holidays (Local Time) for length of contract term Yes
24 x 7
Gold Support
*Not available in all regions
Program Guide
1, 2, 3, 4, 5 years contract terms Advance Replacement by next business day Length of contract term purchased Length of contract term purchased 24 hours/day Monday - Sunday for length of contract term Yes
24 x 7
Platinum Support
*Not available in all regions
Program Guide
1, 2, 3, 4, 5 years contract terms 4 hour delivery
Advance RMA*
Length of contract term purchased Length of contract term purchased 24 hours/day Monday - Sunday for length of contract term Yes
24 x 7

* For qualified locations only

To purchase, renew or upgrade your existing support plan, please contact your local reseller or A10 Networks Sales department.

Customer Support Fees for Expired Maintenance Contracts

These policies apply to "primary market" units (purchased through authorized channels but for which the support contact has expired) and "secondary market" units (purchased through non-authorized channels, such as eBay or Craigslist). 

Primary Market Unit Renewals

The policy below is for renewing a support contract on an A10 product that was purchased through the primary market (i.e. authorized sales channel) but that does not have an active and valid support contract.

  1. If the A10 product has not had an active support contract within the last 12 months, please refer to the policy for renewing secondary market units (see below).
  2. Support renewal start date begins from the date when the last active support contract expired.
  3. A re-instatement fee will be assessed on any support contract that has been expired for more than 30 days.
    • The support contract must be "made current" by purchasing backdated support, starting from the expiration date of the last-known, valid support contract and continuing up to the current date (prorated based on expiration date, but not to exceed 12 months).
    • "Forward support" of at least one year must be purchased, starting from the date of re-instatement.
  4. Product warranty and support contract are non-transferable, (A10 product licenses are non-transferable unless assignment is agreed to in writing in an official support transfer document from A10 Networks).
  5. Please contact the A10 support representative for more information on the reinstatement fee and process.

Secondary Market Unit Renewals

The policy below is for renewing a support contract on an A10 product that was purchased through a secondary market (i.e. NON-authorized sales channel) and that does not have an active and valid support contract, or for an A10 product that has not had a valid support contract within the last year.

  1. This policy applies to A10 products purchased through non-authorized sales channels (e.g. eBay or Craigslist) and/or A10 products that have a support contract that has lapsed for a period exceeding 12 months.
  2. An A10 product must pass a series of A10 recertification tests in order to qualify for re-instatement of support.
  3. In order to pass the A10 recertification tests, an A10 product must not be modified in any way. Non-sanctioned modifications include but are not limited to the following:  Memory upgrade, CPU upgrade, Fan upgrade, SSD or HD upgrade, unauthorized firmware or software loaded onto the unit.
  4. Product warranty and support contract are non-transferable, (A10 product licenses are non-transferable unless assignment is agreed to in writing in an official support transfer document from A10 Networks).
  5. A recertification test fee will be assessed at a rate of 30 percent of the A10 product's list price.
    • Customer will be responsible for shipping the A10 product back to A10, and absorbing any associated costs.
    • If recertification test fails, A10 will ship the product back to the customer and support will NOT be re-instated.
    • If recertification test fails, A10 will retain the recertification fee to cover costs associated with product inspection.
  6. If recertification test is passed:
    • A support contract reinstatement fee will be assessed (in addition to the recertification test fee).
    • The support contract must be "made current" by purchasing backdated support, starting from the expiration date of the last-known, valid support contract and continuing up to the current date (but not to exceed 2 year's cost).
    • "Forward support" of at least one year must be purchased, starting from that the date recertification test is passed and continuing for one year henceforth.
  7. Please contact the A10 support representative for more information on the inspection and reinstatement fees and process.