Introduction

Our focus

Aspen Mesh Support is focused on ensuring customer success by providing unrivaled technical support through exceptional customer service, responsiveness, dependability, teamwork, and a dedication to technical excellence.

Our commitment

We constantly strive to improve our service and create closer customer relationships. With our worldwide customer support organization, you can always expect consistent, professional, high-quality service, which means:

  • We expect our support engineers to conduct themselves professionally at all times.
  • We are committed to providing the best customer experience possible.
  • You will be treated with respect and given every consideration possible.
  • You have the right to request manager escalation for unresolved or “production down” issues.

Scope of support

Aspen Mesh Support is designed to remotely assist you with specific break-fix issues. While we can answer specific installation or upgrade questions, our support is not designed to walk you through the installation or upgrade process. If you need comprehensive installation assistance, contact us for guidance on solutions that may meet your needs. Technical support is limited to Aspen Mesh products with active support contracts.

Support hours

All of our support plans include support during our standard support hours, which are from 9 a.m. to 5 p.m. mountain time, Monday through Friday, excluding F5 holidays.

Some plans also include 24-hour-a-day, 7-day-a week (24/7) support for severity 1 service requests.


Support plans

Our support plans

We offer several support plans. Use this table to help you decide which one is right for you.

Feature Bronze Silver Gold Platinum
Customer success management is complimentary and includes the following:
  • Customized news, information, and updates
  • Annual customer success plan tailored to your goals
  • Assistance with onboarding, enablement, and product adoption
  • Proactive product updates and knowledge sharing
Unlimited email support during standard support hours with local language accommodation when possible
Online documentation, knowledge base, and best practices
Software downloads and upgrades
Basic how-to and troubleshooting assistance
Case management (single point of ownership)
24/7 support for severity 1 service requests
Early education and knowledge sharing
Early access to technical information as part of planning
Priority case management and escalation
Quarterly discussion with product management
Dedicated-channel chat support during support hours
Online customer profile and case management
Named service delivery manager

Renew or upgrade your support plan

→ Contact your assigned account representative or email Aspen Mesh Sales.


Manage service requests

About service-request severity levels

We assign service requests a severity level from 1 (urgent) to 4 (low), and you determine the initial severity level based on the impact on your business at the time you open a service request. We might change the severity level after initial contact and assessment of the issue if you’re in agreement.

Note: If you don’t specify a severity level, we assign a severity level of 4.

Service-request severity levels

This table defines each severity level and its targeted initial response time (the period between you opening a service request and a support engineer first attempting to contact you for troubleshooting).

SEVERITY 1 (URGENT)

SITE DOWN

Initial response: 1 business hour (30 minutes with 24/7 support)* Critical Business Impact

Production: Software conditions in your Aspen Mesh product are preventing the execution of high-level commerce or critical business activities, including remote access to critical applications. The production use of our product on a primary business service, major application, or mission-critical system is stopped or so severely impacted that you can’t reasonably continue work.

Customer resources must be made available in severity 1 situations and reasonably cooperate to help resolve the issue. Severity 1 issues could have the following characteristics: system hangs or crash situation, or critical functionality not available.

* Understanding that unforeseen events could delay attempts, we expect to respond to most severity 1 issues within this time frame.

SEVERITY 2 (HIGH)

SITE AT RISK

Initial response: 2 business hours Significant Business Impact

Production: Software conditions in your Aspen Mesh product are significantly impairing business activities, including remote access to critical applications. Important product features are unavailable with no acceptable workaround. Your implementation or production use of our product in a primary business service, major application, or mission-critical system is functioning with limited capabilities or is unstable with periodic interruptions. The software may be operating but is severely restricted. Severity 2 issues could have the following characteristics: product error or failure forcing a restart or recovery, or severely degraded performance.

Lab: The issue is completely or partially blocking the lab such that some test cases are blocked.

SEVERITY 3 (MEDIUM)

PERFORMANCE DEGRADED

Initial response: 4 business hours Minimal Business Impact

Production: Software conditions in your Aspen Mesh product are degraded, and this could further impact your traffic or business-critical applications. Product features are unavailable, but a workaround exists, and the majority of software functions are still usable. There is minor function or feature failure that you can’t easily circumvent or avoid. Severity 3 issues could have the following characteristics: error message with workaround, minimal performance degradation, incorrect product behavior with minor impact, or questions on product functionality or configuration during implementation.

Lab: The issue is likely to block the lab within the next two weeks based on the existing test plan.

SEVERITY 4 (LOW)

GENERAL ASSISTANCE

Initial response: 1 business day Nominal Business Impact

Production: General questions and troubleshooting of noncritical Aspen Mesh features. Requests for product functionality or solutions that are not currently part of the solution. A minor problem or question that does not affect the software function (for example, a request for information on how to use a particular feature, a general question, or requests for documentation or enhancements). Severity 4 problems could have the following characteristics: general requests for advice on product usage, clarification on product documentation or release notes, or a product enhancement request.

Lab: The issue is not going to block the lab within the next two weeks based on the existing test plan.

Before you open a service request

Before opening a service request, please do the following:

Open a service request

Change the severity level of a service request

→ If the business impact of your reported issue changes, ask the assigned support engineer to change the severity level of the service request.

About escalation

Our goal is to resolve all service requests in a satisfactory and timely manner; however, we realize that some situations may require increased attention and focus.

Escalate a service request

  1. Ask the assigned support engineer to increase the severity level of your service request.
  2. If you’re not satisfied with our progress after increasing the severity level, ask to speak with a support manager, who will evaluate the service request and work with the assigned support engineer to create an action plan.
  3. If you’re not satisfied with the action plan or with our progress after the plan has been implemented, ask to speak with the support director, who will review your service request with the support engineer to determine if different or additional actions are required.

When we close a service request

We close service requests for product bugs and product-enhancement requests after we document them in our tracking systems and notify you.

We close a service request for a break-fix issue after we contact you to ask if you’re satisfied that the issue has been resolved and you indicate that you are. If we make two attempts to contact you over a period of five business days and receive no response, we close the service request.

About reopening a service request

You can request to reopen a closed service request if the same issue addressed in the original service request occurs again within 14 days. If your service request has been closed more than 14 days, you must open a new service request.


Product bugs and enhancement requests

How we handle product bugs

If we determine that the issue you report in your service request is due to a product bug, we document the bug in our bug tracking system, make a decision regarding the severity of the bug, provide you with the bug ID, and then close your service request. We don’t guarantee that any specific bug will be fixed in a future release.

Determine whether a product bug has been fixed

→ See the product release notes for later versions.

How we handle product-enhancement requests

We accept ideas for enhancements to the Aspen Mesh product. If you submit a product-enhancement request, we document the request in our enhancement tracking system and notify you.

We review open enhancement requests on a regular basis and consider them for later releases only. However, we don’t guarantee that any specific enhancement will be implemented. If we do decide to implement an enhancement, we may decide to offer it for an additional charge.

All enhancement requests become the sole and exclusive property of F5 and may be used by F5 in any way without restriction or obligation to you.

Submit a product-enhancement request

Email the Aspen Mesh Product team.

To provide us with context and help us understand the value your requested enhancement would provide, describe the following:

  • The enhancement, in as much detail as possible
  • The problem you’re trying to solve
  • The value that would be provided if the problem were solved

Product lifecycle and support

Support policy on third-party products

We validate and support the use of the Aspen Mesh product with the following third-party products, some of which are integrated into the product:

  • Cassandra (integrated)
  • Helm
  • Istio (integrated)
  • Jaeger (integrated)
  • Kubernetes
  • OpenShift
  • Prometheus (integrated)

For the supported versions of these third-party products, see the release notes.

If you need support for the use of the Aspen Mesh product with other third-party products (for example, Jenkins), we take a best-effort approach, which means we use reasonable efforts to assist you in resolving your issue, assuming we have the necessary support resources. If we don’t, we ask you to diagnose and resolve the issue with the third party.

Support policy on customizations

Version-number format

We use the following format for Aspen Mesh version numbers:

<istioMajor>.<istioMinor>.<istioPatch>-am<aspenMeshPatch>

Parts of a version number

This table describes the parts of an Aspen Mesh version number.

Part Description
<istioMajor> Istio major version identifier
<istioMinor> Istio minor version identifier
<istioPatch> Istio patch number
<aspenMeshPatch> Aspen Mesh patch number

Version-number examples

Here are some examples of Aspen Mesh version numbers:

  • 1.9.5-am3 (minor version 1.9)
  • 1.9.1-am2 (minor version 1.9)
  • 1.6.14-am7 (minor version 1.6)
  • 1.6.5-am1 (minor version 1.6)

Supported versions

We support the current and the preceding Aspen Mesh minor versions. Earlier minor versions have a support status of end of life.

Support types

We provide the following support types:

  • Full support for the current minor version
  • Maintenance support for the preceding minor version
  • Continuing support for an end-of-life minor version for one year if you’re unable to upgrade your product prior to its end of life and separately purchase continuing support before maintenance support ends

Comparison of support types

This table compares the support types.

Feature
Full support
Current minor version
Maintenance support
Preceding minor version
Continuing support
End-of-life minor version (purchase required)
Technical support
Fixes for critical security vulnerabilities
Fixes for critical bugs
Fixes for noncritical bugs
Enhancement requests

Trial support

To allow you to evaluate the Aspen Mesh product, we provide a 30-day free trial, which begins on the day you register on the Aspen Mesh Documentation website. During the trial period, we provide full support.

Lapsed support

If your support contract lapses, you won’t have access to support, including the Aspen Mesh Documentation website.