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A10 Networks provides a variety of support services designed to ensure that your A10 Networks systems install quickly, configure easily, and operate reliably in your network. A10 Networks offers Standard Warranty and three levels of maintenance programs to provide hardware, software and technical support services: Standard Warranty, Basic Support, Gold Support, and Platinum Support coverage can be purchased with your A10 products. For the duration of the term purchased, phone support is offered 7 days per week, 24 hours a day. Access to Technical Support under the Gold Support Service Program period is on a commercially reasonable basis and A10 Networks will make every reasonable effort to provide fast and efficient service. Software updates for system software and software products released by A10 Networks are provided for the duration of the Gold Support Service Program purchased by contacting A10 Networks Technical Support. System software updates include applicable minor releases (e.g. Release 2.7.1 to 2.7.2) to the A10 Networks family of products, as well as major feature releases (e.g. Release 3.0 and 4.0). Customers must have Internet access to download software updates as directed by Technical Support. (Customers MUST register their A10 products and support programs to obtain technical support from A10 Networks). If a hardware system failure occurs during the period of the Gold Support Service Program, Advanced Hardware Replacement allows the customer to request that a replacement unit be shipped prior to the return of the failed unit. This service requires a phone support or email evaluation of the failed system, approval by Technical Support personnel, and the issuance of a Technical Support RMA (Return Material Authorization) number. RMAs that are received by A10 before 12:00 pm (noon) local time will be shipped to the customer that same business day via next-business-day delivery. If the receiving depot is located in a different country from the A10 destination site, then it is possible that the international customs office could introduce further delays. Currently, A10 has logistics depots covering all major geographical regions with additional sites being added soon. Product Type: Technical Support
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