If you experience an error, we work to reproduce it, and fix it or provide a workaround – we will respond to a raised issue, and begin investigation for critical issues, within the agreed SLA time. Fixes are incorporated into the next product update, and the QA cycle is adjusted for regression testing.
Security issues are rare and unlikely, but if they happen we let you know about the implications and the solution directly, as quickly as possible.
New NGINX Plus builds and updated documentation are provided quarterly through the dedicated customer support portal. Open source builds are updated approximately monthly.
Uncertain about something in the documentation? Or maybe something doesn’t seem right. If you have a question, we get you a precise answer within the agreed SLA time frame.
We offer two levels of support for our customers across all products.
|Features||F5 Standard||F5 Premium|
|Number of incidents||Unlimited||Unlimited|
|Support hours||Business Hours||24x7|
|Response time||By severity level SLA ranges from 30 minutes (urgent) to 24 hours (low)||By severity level SLA ranges from 30 minutes (urgent) to 24 hours (low)|
|Answers about documentation||As above||As above|
|Hot bug fixes||Yes||Yes|
|Software updates||Major and Minor||Major and Minor|
|Third-party modules support||Yes||Yes|
|NGINX Unit support||No||Yes|
|NGINX Controller support||Yes||Yes|
|NGINX Instance Manager support||No||Yes|
We advise users to run the most recent release of NGINX software, because we issue updates to the most recent release only. We proactively notify all subscribers when updates are available. We provide technical support for the current release, and releases that launched within two years of the launch date of the current release. For release information, please see the release notes for NGINX Plus, NGINX Controller, NGINX Instance Manager, NGINX App Protect, and NGINX Plus Ingress Controller.
To create a support ticket, please use the email addresses (for you and for NGINX engineering) in your support contract to send and receive support case information. If you have a Professional or Enterprise support subscription, you can get support by phone for critical issues.
For Enterprise support customers, NGINX, Inc. guarantees an SLA of 30 minutes for the initial contact in new support queries. We will offer service credits in the event that we fail to meet this expectation. Please contact us to learn more.
NGINX, Inc. supports binary builds of NGINX Open Source that are obtained from the nginx.org repositories. Purchase a Basic, Professional, or Enterprise support subscription for each NGINX Open Source instance that requires support , and use a prebuilt NGINX Open Source binary instead of an NGINX Plus binary. NGINX, Inc. does not support binaries that you build from source yourself or binary distributions obtained from other sources.
NGINX, Inc. is happy to provide best‑effort support for Professional and Enterprise customers to cover the optional third‑party modules that we build and maintain. A list of these modules is available on our Technical Specifications page. Support coverage may be limited to one hour per query and referred to NGINX Professional Services if necessary.
We do not support custom or third‑party modules that are not listed on our Technical Specifications page. We may ask for such modules to be disabled before providing support.
After your support contract expires, you are no longer licensed to use NGINX Plus or obtain support from NGINX, Inc. Access to NGINX Plus updates will be prohibited, and you must stop and delete your NGINX Plus instances. Please contact us to renew your NGINX Plus subscription.
If you need help with architecture, design, or configuration, our Professional Services team can help you translate your requirements into an optimized NGINX configuration. Please contact us to learn more.
Please register users on our Customer Support portal. We email all details of new NGINX Plus releases and any critical security updates to these users. Please also refer to the NGINX Plus release notes and security updates which are updated regularly. Users of NGINX Amplify can also find version and security advisory information in their system reports.
Technical Support and Professional Services for both NGINX and F5 will continue to run independently, as separate entities Customers of both NGINX and F5 should continue to access entitled services as they did before the acquisition announcement.