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 PlanMaintenance TermsHardware RepairAdvance ReplacementSoftware SupportTechnical SupportWeb Support
Standard Warranty*

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90 days from purchase dateDepot repair 90 days from purchase date30 days from purchase date90 days from purchase date9 am – 6 pm,
Monday – Friday
except holidays
(Local Time)
Yes
24/7
Basic Support

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1, 2, 3, 4, 5 years contract termsDepot repair for length of contract term30 days from purchase dateLength of contract term purchased9 am – 6 pm, Monday – Friday except holidays (Local Time) for length of contract termYes 24/7
Basic Plus Support

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1, 2, 3, 4, 5 years contract termsDepot repair for length of contract term30 days from purchase dateLength of contract term purchased24 hours/day Monday – Sunday for length of contract
term
Yes 24/7
Gold Support

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1, 2, 3, 4, 5 years contract termsAdvance replacement by next business dayLength of contract term purchasedLength of contract term purchased24 hours/day Monday – Sunday for length of contract
term
Yes 24/7
Platinum Support

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1, 2, 3, 4, 5 years contract terms4 Hour delivery Advance RMA**Length of contract term purchasedLength of contract term purchased24 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.

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Renewal 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.

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 EOSSupport Price Increase
Year 1CPI plus 5%
Year 2CPI plus 10%
Year 3CPI plus 20%
Year 4CPI plus 35%
Year 5CPI 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.  

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Please contact an A10 representative for more information on the contract renewal process and reinstatement fees.

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