Support Maintenance Programs

Renewal Option 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 Penalty 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 Penalty 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 Unit 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.

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.

See the A10 Preferred Support Program Guide to learn more about this premium service. To purchase, renew or upgrade your existing support plan, please contact your local reseller or A10 Networks Sales.