Support Maintenance Programs
For information, contact your local reseller.
Protect Your Investment With An A10 Maintenance Program
A10 Networks offers five levels of maintenance to provide hardware, software and technical support services so you can choose the one that’s right for your business: Standard Warranty, Basic Support, Basic Plus Support, Gold Support and Platinum Support.
* Cloud-hosted software solutions with no hardware associated (i.e. FlexPool & Harmony Controller) does not include a 90-Day Standard Warranty.
** 4 Hour Advance Replacement must be within 225 km or 140 miles of the depot
*** Purchase orders for support may not be cancelled once issued.
| Support Plan | Maintenance Terms | Hardware Repair | Advance Replacement | Software Support | Technical Support | Web Support |
|---|---|---|---|---|---|---|
| Standard Warranty* | 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 24/7 |
| Basic Support | 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 24/7 |
| Basic Plus Support | 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 | 24 hours/day Monday – Sunday for length of contract term | Yes 24/7 |
| Gold Support | 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 24/7 |
| Platinum Support | 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 24/7 |
Purchase Date is the date specified on the relevant order for products/services.
A10 Preferred Support Program
Are you looking for a more personalized level of support that will give you access to A10’s team of highly skilled network engineers? The A10 Preferred Support Program is a premium service available as an add-on package to A10’s Gold or Platinum support offerings.
With the A10 Preferred Support Program, you have access to a Personal Account Manager (PAM) and Personal Designated Support (PDS), services designed to give you the highest level of support to get your network up and running with minimal downtime.
Download BrochureRenewal Options For Expired Maintenance Contracts
These contract renewal options apply to primary market units (those purchased through authorized channels but for which the support contact has expired).
Primary Market Unit Renewals
The policy below covers the renewal of a support contract for an A10 product purchased through the primary market (i.e. an authorized sales channel) but does not have an active and valid support contract.
- If the A10 product has not had an active support contract within the last 12 months.
- The support renewal start date begins from the date when the last active support contract expired.
- A Renewal Late Fee will be assessed on any support contract that has been expired for more than 30 days. A 5% fee will apply for expired support exceeding 90 days. An additional 5% fee will apply for expired support exceeding 180 days. Such Late Fees will be due to A10 in full without setoff and are non-negotiable.
- 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 reinstatement.
- 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).
Secondary Market Units Are Not Eligible
Secondary market units (purchased through non-authorized channels, such as eBay or Craigslist…) are excluded and therefore are not eligible for Maintenance Contract.
EOS Support Renewal Pricing Policy
A10 Networks will increase support pricing for all products that have reached end-of-sale (“EOS”) until they reach end-of-life.
Support pricing for products will increase each year, in years 1-5 after EOS by at least 3%, although the actual increase may be higher based on CPI (defined below). There will also be an additional increase as noted in the table below. CPI is the consumer price index published by the U.S. Dept. of Labor for all Urban Consumers, US City Average, All Items, as published on February 1 annually:
| Year After Product EOS | Support Price Increase |
|---|---|
| Year 1 | CPI plus 5% |
| Year 2 | CPI plus 10% |
| Year 3 | CPI plus 20% |
| Year 4 | CPI plus 35% |
| Year 5 | CPI plus 50% |
A10 continually drives innovation in new versions of our solutions and is always happy to help our customers consider migrating to the latest A10 technology.
The policy is effective as of October 4, 2024 on all EOS products.
Please contact your A10 sales representative for additional details and to help our customers with their future technology needs.
Contact Us
Please contact an A10 representative for more information on the contract renewal process and reinstatement fees.