WorldTech IT is a leading provider of Managed Services for F5 Solutions. This is the perfect solution for F5 customers who don’t have the in-house expertise around F5 technologies and require ongoing 24x7x365 on-call emergency support & professional services when they need them.
WTIT’s managed services includes ongoing BIG-IP device monitoring & log scrubbing to catch issues before they happen. In addition to the Proactive monitoring & emergency on-call support, managed service customers have access to ongoing discounted F5 Professional Services. Customers purchase monthly “Service Credits” based on F5’s “Good”, “Better”, and “Best” licenses and can use the credits for ANYTHING F5 related, including complex project work. This is a great way for customers to onboard and start using expensive modules they may already own at a fraction of the cost vs. one-off Professional Service projects.
Service Credits Explained
Service credits are equivalent to 1 hour of consulting work if engaged with a 7-day lead time. They are consumed at a faster rate for shorter lead times and emergency on-call support. There is a minimum use of 2 service credits per engagement. It’s important to note Service Credits can be used towards any BIG-IP effort, including complex projects, iRules, and even on-boarding the modules not in use. It’s equivalent to having a team of F5 Experts at your disposal for less than a typical full time employee would cost. The customer can use unused Service Credits from the previous month, but they do not accrue. Please note, training of any kind is not included under our service credit model. We do offer custom training tailored for your environment, and official training classes from F5 directly.
Customers pay a monthly fee per device & number of “service credits”. They receive a price break on devices when they are in a pair, and non-production — we also offer volume pricing in large environments. The size of the device makes no difference, just the license they fall under.
- Device Pricing – It doesn’t matter if the device is a physical appliance, on premise Virtual Edition, or in the cloud. All pricing is based on the customers’ current licensing, regardless of the model number or bandwidth license. Note — vCMP “guests” and Virtual Editions are priced under the same licensing model, “hosts” are included and not billed separately.
- Service Credits – Customers receive a minimum number of service credits per month or calendar year and can choose between a 1, 3, and 5 year terms, with price breaks at each level.
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When monitoring is purchased it allows WorldTech IT to take a more Proactive Approach to identifying & reacting to issues in your environment. If an issue is deemed Critical, an engineer will be paged to investigate, and a ticket will be created which clients can access within their portal to view status.
|24x7x365 Device Health Monitoring|
|Device Failures – CPU, Fan, Power, and other Sub-Systems|
|Critical daemon failure|
|30 Day LTM/GTM & System Syslog Retention (Add-ons Available)|
|Excessive Device Authentication Failures|
|Layer 1/2/3 Network Issues|
|License Issues / BW Limitation Threshold (Virtual Editions)|
|GTM/DNS Sync Group Changes|
|Critical Threshold Alerting – High CPU, Memory, Bandwidth, Low Disk Partition Space|
Always On Service Credits
In addition to 24/7 third level support, you’re covered for ongoing maintenance and consulting. During onboarding we’ll work with your team to establish recurring tasks for ongoing maintenance like Code upgrades or security patches. Below you’ll find common types of work your Service Credits cover — not an exhaustive list.
|Always On Service Credits|
|General Move, Adds, Changes, & Support|
|Emergency On-Call 24x7x365 On-Call Support|
|Reboot / Failover Events|
|Minor OS upgrades (Hotfixes) – Including Security Patches|
|Major OS upgrades|
|GeoLocation database updates|
|Creation of new and/or modify existing VIPs, WIPs, Pools, Nodes, iRules, Data Groups, Profiles|
|Support Cases Creation & management on f5.com|
|Troubleshooting existing designs|
|Slowness & Intermittent issues using tools:|
|- TCPDUMP / SSLDUMP|
|- HTTP Watch / Fiddler|
|- Log Analysis & Archive Retrieval|
|SSL Certificate Management|
|Generating SSL certificate CSR for Certificates hosted on the BIG-IPs|
|Installing and configuring|
|Notifications for Expiring Certs|
|Application Security Manager ASM / WAF Operations|
|Access Policy Manager APM Operations|
|Webtop Modifications & Additions|
|SAML iDP & SP|
|Advanced Firewall Manager AFM Operations|
|Creation of new and/or modify existing Firewall Rules|
|Consulting & Projects|
|Project / Meeting Participation|
|Expert BIG-IP Consulting|