Getting support for NGINX software is easy, whether from the experts at NGINX or from the broad community of NGINX users and contributors.
NGINX Support Services is here to remotely assist you with specific break-fix issues regarding ongoing maintenance of your active NGINX subscriptions.
Depending on your subscription, your purchase covers binaries for NGINX Open Source (refer to Support Policy), NGINX Plus, NGINX Management Suite, NGINX App Protect, NGINX Ingress Controller, and NGINX Service Mesh.
Each individual installation of NGINX software must be covered by a separate support subscription.
If you experience an error, we work to fix it or provide a workaround. We respond to raised issues, 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 (such as Critical Errors and Vulnerabilities – or CVEs) are rare and unlikely, but if they happen, we let you know about the implications and the solution directly, as quickly as possible.
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.
NGINX technical support is not designed to walk you through the installation process. If you need comprehensive installation assistance, you may opt to work with our Professional Services organization.
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|
|Support for third-party modules||Yes||Yes|
|Support for NGINX Unit||No||Yes|
|Support for NGINX Management Suite API Connectivity Manager||Yes||Yes|
|Support for NGINX Management Suite Instance Manager||No||Yes|
F5 provides support services for NGINX Open Source software in accordance with the relevant portions of the F5 support policies and as described in this section.
The following are included with the subscription:
Note: Patches and fixes are not backported.
The following are not supported:
SUPPORT FOR NGINX OPEN SOURCE SOFTWARE IS SUBJECT TO THE FURTHER CONDITIONS AND LIMITATIONS SET FORTH IN THE F5 MAINTENTANCE TERMS AND CONDITIONS, AS APPLICABLE, IT BEING UNDERSTOOD, FOR THE AVOIDANCE OF DOUBT, THAT F5 STRICTLY DISCLAIMS ANY AND ALL WARRANTIES WITH RESPECT TO NGINX OPEN SOURCE SOFTWARE AND IS NOT UNDER ANY OBLIGATION TO REPAIR, REPLACE, UPGRADE, OR OTHERWISE MODIFY ANY SUCH SOFTWARE.
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 API Connectivity Manager, 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. With both F5 Standard and F5 Premium support subscriptions, you can get support by phone for critical issues.
NGINX guarantees an SLA of 30 minutes for the initial contact in new high‑severity support query. Please contact us to learn more.
NGINX supports binary builds of NGINX Open Source that are obtained from the nginx.org repositories. Purchase an F5 Standard or F5 Premium 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 does not support binaries that you build from source yourself or binary distributions obtained from other sources.
NGINX provides commercially reasonable efforts support for 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. 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 at My.F5.com. 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.