A10 Technical Assistance Center Support Guide - A10 Networks
A10 Technical Assistance CenterSupport GuideA10 Networks Is Committed to Your Complete SatisfactionThrough teamwork, technology, expert knowledge, professionalism, and a commitment to excellence, A10’s support teamaddresses customer issues as its main priority. A10’s Technical Assistance Center (TAC), a worldwide customer service team,provides technical support on A10 Networks products, helping fulfill the company’s mission to become the industry leader in bothpre-sale and post-sale ervices andTrainingDSIRT andThreat Intel.ServicesA10’s world class supportThe Preferred SupportA10 Networks ProfessionalThe A10 Networks DDoSteam is poised to solveprogram fosters a trueServices offerings allowSecurity Incident Responseany problem. Our Technicalbusiness partnershipcustomers to quickly putTeam is here to supportAssistance Centers arebetween the customer andtheir investment intoyou in the event of astaffed with experiencedA10. It provides customersproduction. Our consultantsDDoS attack. Our highlyengineers who areaccess to a designateddeliver a powerfulspecialized, ISACA-dedicated to supportingteam of highly technicalcombination of engineeringcertified team is trained toyour organization’sengineers that understandssupport and businesshandle a variety of DDoStechnology needs. We prideour customers’ networkconsulting to complementinfrastructure threats.ourselves on providingenvironment and theiryour network team.You’ll receive immediatehighly responsive andbusiness needs. In addition,effective customer servicethis personalized programto maximize our customer’soffers the best overall userinvestment. We are availableexperience by providing a24x7x365 and have officesseparate phone number,located in Amsterdam,ticketing queue, and labPune, Tokyo, Cary, and oursetup, along with a personalSilicon Valley headquartersSupport account manager,in San Jose, California.to allow for faster resolutionof reported problems.Technical training isavailable to develop theskills of our customers inthe form of instructor-ledor self-paced technicalcourses. These are designedto provide our customerswith the expertise toinstall, configure, deployand manage A10 Networksproducts and software.assistance to restore yoursystem to fully functionalstatus and ensurebusiness is up and runningsmoothly. Combined withthe team is an additionallayer of proactive defenseintelligence system whichblocks known threats basedon real-time maliciousindicator thus expandingprotection from commandand control servers.1
Support ResourcesA10 TAC Offers Two Online ResourcesSupport Web PortalA10 User Community Forum Up-to-date documentation Post questions Software downloads Search for answers- Latest releases Network with other users- Previous releases Direct link: https://community.a10networks.com FAQ to search for solutions or how-to informationNote: Not for support issues. For support issues, please continue to use standardsupport process. Support ticket submission Signup for new release notificationsSupport Contact GuidelinesSummary of whom and whento contact: If there is a network emergency or time-critical issue:When requesting service via phone,be prepared to provide the following: Serial numberCall the A10 Networks TAC, Customer contact informationTel: 1 888 TACS-A10 (Toll-free USA) Definition of the problem in detailTel: 1 408 325-8676 (International) Priority level and impact of the problemSee www.a10networks.com/contact-us/tech- The activity that was being performed when the problemoccurredsupport/#critical for additional direct dial numbers If you have a critical question on “How do I .”:- Email support@a10networks.com. Software version Configuration and/or network topology information- Submit a case via the Web Portal.- Search FAQ on support portal.When submitting an online request for A10 TAC support, please visit:www.a10networks.com/support2
Ticket PrioritiesCustomer requests are ordered and serviced by the TAC engineers and the DSIRT Team according to the priority level assignedto each case. Customers are advised to report Priority 1 or 2 problems by phone and not rely on electronic mail if animmediate response is required.Priority 1Priority 2Priority 3Priority 4Critical:Network DownHigh:Serious DegradationLow:InformationalAn existing productionnetwork is down, or thereis critical impact to thecustomer’s businessoperations.Operations of an existingproduction network areseverely degraded,Medium:Degraded NetworkPerformance; InitialInstallation DifficultiesA10 Networks and thecustomer will commitnecessary staff andresources around theclock* to provide a viableworkaround or fully resolvethe situation.Examples:Complete loss of networkconnectivity for a criticalbusiness function.A mission-critical productfunction becomesunavailable or unusable.A10 Networks and thecustomer will commitnecessary staff andresources around the clock*to provide a workaround orfully resolve the situation.Examples:Intermittent problems thatseriously degrade criticalfunctionality.Loss of redundancy for acritical network component.Unexpected loss of capacityin a scaleout deployment.Operations of a productionnetwork are impaired, butmost business operationsremain functional or aninitial installation of A10products either is notfunctioning or is notperforming according to theproduct specification.A10 Networks and thecustomer will commit staffand resources during normalbusiness hours to deliverservice to satisfactory levels.Examples:Temporary loss ofredundancy.Continuing work on a P1 orP2 case for which a viableworkaround is available.Customer is requestinginformation regardingcurrently deployed A10product capabilities andconfiguration. Thereis little or no impactto the customer’sbusiness operation. (Newconfiguration, upgrade, andinstallation assistance canbe requested through A10Professional Services.)A10 Networks staff will beavailable during normalbusiness hours.Examples:Request for help onnon-production or preproduction lab equipment.Cosmetic software orhardware defects.* If the customer is unavailable for more than one hour while working with A10 to resolve a P1 or P2 case, case priority will betemporarily lowered until the customer is available again.A10 Service Level Agreement Response TimeFor On-premise Data Center ProductsPRIORITYINITIAL TAC RESPONSECASE UPDATESRESOLUTION TARGETP1ImmediateEvery 4 Hours1 WeekP230 MinutesEvery 6 Hours1 MonthP34 Business HoursEvery 4 Business Days1 QuarterP48 Business HoursEvery 7 Business Days—3
A10 Service Level Agreement Response TimeFor Public, Private, and Hybrid Cloud ProductsPRIORITYINITIAL TAC RESPONSECASE UPDATESRESOLUTION TARGETP11 Hour*Every 8 Hours2 WeeksP26 HoursEvery 2 Business Days1 MonthP38 Business HoursEvery 4 Business Days1 QuarterP48 Business HoursEvery 7 Business Days—*Assumes call-in customerManagement Escalation for On-premise Data Center ProductsPRIORITYIMMEDIATE2 HOURS4 HOURS12 HOURSP1Support ManagerSupport DirectorVP, Global SupportVP, Engineering—P2—Support ManagerSupport DirectorVP, Global SupportVP, EngineeringP3———Support ManagerSupport DirectorP4————Support Manager24 HOURSStandard Ticket Procedures1Begin troubleshooting, diagnostics, and problemreplication as appropriate by:2 Provide customers with periodic updates on problemstatus and escalate the problem as required according toescalation management guidelines, or at your request toyour TAC engineer or the Duty Manager. Reviewing configuration, topology, and debuginformation to identify resolution of issue. Replicating the scenario/issue in the TAC lab (wherepossible). Troubleshooting live on the affected equipment. Creating a return merchandise authorization (RMA) ifthe cause of a problem is related to failed hardware. Creating a problem report (for an engineering defect orbug) where the cause appears to be a software defect3If the TAC engineer determines that there is a defect in thecode, they will open a bug report, which the developmentteam will try to address in the next patch release. Ifan RMA is required for hardware replacement, the TACengineer will initiate the RMA process.4 Close the case when the problem has been resolved.4
Warranty and Support ProgramsProgram TypeSTANDARDWARRANTYBASICSUPPORT90 Days 5 x 9 Email/Phone/Web Support*BASIC PLUSSUPPORTGOLDSUPPORTPLATINUMSUPPORT 7 x 24 Email/Phone/Web SupportSoftwareA10 Web-Based Support90 Days Software Updates and Documentation90 Days Depot Repair**HardwareNext Business Day Delivery90 Days 4 Hour Hardware Replacement * Five business days (normally Monday through Friday, excluding holidays, but will vary by country), 9 am – 6 pm local time.** 10 business day turnaround upon receipt of the unitAbout A10 NetworksContactA10 Networks (NYSE: ATEN) provides secure applicationA10 Networksservices for on-premises, multi-cloud and edge-cloud2300 Orchard Parkway, San Jose, California 95131environments at hyperscale. Our mission is to enableTel: 1 408 325-8668service providers and enterprises to deliver business-criticalTechnical Supportapplications that are secure, available and efficient for multi-Tel: 1 888 TACS-A10 (Toll-free USA)cloud transformation and 5G readiness. We deliver betterTel: 1 408 325-8676 (International)business outcomes that support investment protection,support@a10networks.comnew business models and help future-proof infrastructures,empowering our customers to provide the most secure andavailable digital experience. Founded in 2004, A10 Networksis based in San Jose, Calif. and serves customers globally. Formore information, visit a10networks.com and follow us@A10Networks.Learn MoreAbout A10 NetworksCont act Usa10networks.com/contact 2021 A10 Networks, Inc. All rights reserved. A10 Networks, the A10 Networks logo, ACOS, A10 Thunder, ThunderTPS, vThunder, A10 Harmony, SSLi, and SSL Insight are trademarks or registered trademarks of A10 Networks, Inc. inthe United States and other countries. All other trademarks are property of their respective owners. A10 Networksassumes no responsibility for any inaccuracies in this document. A10 Networks reserves the right to change, modify,transfer, or otherwise revise this publication without notice. For the full list of trademarks, rt Number: A10-BR-20101-EN-10APR 20215
addresses customer issues as its main priority. A10's Technical Assistance Center (TAC), a worldwide customer service team, provides technical support on A10 Networks products, helping fulfill the company's mission to become the industry leader in both pre-sale and post-sale support. A10's world class support team is poised to solve
A.10 Manajemen komunikasi dan informasi A10.1 Prosedur operasional dan tanggung jawab A10.2 Manajemen pelayanan jasa pihak ketiga A10.3 Perencanaan dan keberterimaan sistem A10.4 Perlindungan terhadap malicious dan mobile code A10.5 Back-up A10.6 Manajemen keamanan j
Follow A10.32 fall protection if cannot be covered Equipment access-egress- Provide safe access ladders, free of debris Ladders- Keep in good working order, train workers, require 3 point contact, follow OSHA subpart X and ANSI A10.14 Scaffolds- Follow A10.8 Exca
ADVENTURER MARINE SERIES A10-701 A10-703 A10-701-CSA A10-703-CSA OWNER’S MANUAL 1-800-86-MAGMA 7:00 a.m. - 5:00 p.m. Pacific Time Monday thru Friday or e-mail us at magmamail@aol.com For questions regarding performance, assembly, operation, parts, or returns, contact the experts at MAGMA directly by calling TOLL FREE
This Microsoft Exchange 2013 Thunder ADC integration example has the following prerequisites (based on tested coniguration): The A10 Thunder ADC must be running A10 Networks Advanced Core Operating System (ACOS ) version 2.6.x or higher. Microsoft Exchange 2013 has been tested with A10 hardware and virtual appliances.
manages A10 application delivery controller (ADC) instances* and other A10 services that implement and enforce policies. The solution collects, analyzes and reports on traffic flowing through A10 Thunder,** Lightning ADCs and open-source third-party platforms,** including HAProxy load balancers.
load balance events. Prerequisites EventTracker v7.x and later should be installed. A10 Application Delivery Controller AX/Thunder Series running ACOS 4.0 or later should be installed. Enable Syslog forwarding on A10 ADC Configure Syslog Server 1. Log into the A10 ADC web UI. 2. Select Config System Settings. 3. In the menu bar, select Log
Section 9.3 Quotient of Powers Property 365 EXAMPLE 3 Simplifying an Expression Simplify a10 a6 a7 a4Write your answer as a power. a10 a6 — a7 a4 a10 6 a7 4 Subtract the exponents. a4 a3 Simplify. a4 3 Add the exponents. a7 Simplify. Simplify the ex
OF ARCHAEOLOGICAL ILLUSTRATORS & SURVEYORS LSS OCCASIONAL PAPER No. 3 AAI&S TECHNICAL PAPER No. 9 1988. THE ILLUSTRATION OF LITHIC ARTEFACTS: A GUIDE TO DRAWING STONE TOOLS FOR SPECIALIST REPORTS by Hazel Martingell and Alan Saville ASSOCIATION OF ARCHAEOLOGICAL ILLUSTRATORS & SURVEYORS THE LITHIC STUDIES SOCIETY NORTHAMPTON 1988 ISBN 0 9513246 0 8 ISSN 0950-9208. 1 Introduction This booklet .
