F5 Designated Engineer Service

The Designated Engineer Service is one of F5 Consulting Services designed to provide an identified resource, the “Designated Engineer”, to help implement, maintain, and optimize the Customer’s F5 configurations so they perform to their specifications and in accordance with F5's recommended practices.

The configurations include standalone, HA pairs, virtual instances, or virtual devices, the “Devices”, that must be properly licensed, and covered with a valid F5 Support Contract.

The Service is defined for a fixed period of twelve (12) months (the “Service Period”). The Designated Engineer will not be exclusively dedicated to you but will be shared with other customers.

The Designated Engineer will work alongside you to plan the upcoming months with activities from the list showing in the Tasks in Scope section below. Actions and progress against these activities will be reported by the Designated Engineer in a Monthly Report and the plan of upcoming activities will be agreed during periodic Service Reviews.

Service Scope

The service contains no specific activities unless the activities have been scoped or agreed to within the agreement. In the absence of specific activities, the Designated Engineer will be ready to perform generic tasks among the following:

General Information Assistance The Designated Engineer can be asked for general information relating to the current F5 hardware or software configuration as well as potential enhancements that can be made to the configuration. Should the Customer require more knowledge about a specific feature or function, the Customer can enquire with the Designated Engineer to provide ad-hoc knowledge transfer about the feature or function.

Change Requests Assistance Should the Customer’s operations team require assistance in reviewing a change request to add a new BIG-IP LTM virtual server, to add a new BIG-IP DNS Wide IP configuration, to add a new WAF policy or to add a new BIG-IP AFM rule, the operations team may ask the Designated Engineer to verify the configuration or configuration steps detailed in the Change Request prior to you placing the configuration into production.

Operations Assistance The Designated Engineer may provide general operational assistance (adding, modifying or removing TMOS configurations) with you BIG-IP platforms and software modules) documented in the Designated Engineer Service Worksheet (i.e. BIG-IP LTM, BIG-IP DNS, WAF, BIG-IP APM, BIG-IP AFM.

Design Documentation Review and Maintenance The Designated Engineer may be asked to maintain the F5-created high-level design and low-level design documentation. The Designated Engineer will update the design documentation right after he has completed a successful change. If the configuration change is not performed by the Designated Engineer, the design documentation update will be deferred until a configuration assessment is performed.

Configuration Assessment During the Service Period configuration assessments may be performed by the Designated Engineer on selected Devices. The configuration assessment consists of a current configuration review against the design documentation and the creation of a formalized report that includes deviations from the design documentation and recommendations to enhance or optimize the configuration.

F5 Support Case Assistance The Designated Engineer may use his knowledge of your environment and the F5 configurations to improve the efficacy of collecting relevant information required to document F5 Support cases opened by you and to improve time-to-resolution.

Security Policy Configuration Review As new software, back-end infrastructure, and web applications are deployed, new security threats are introduced, and have a need to continuously adjust and fine tune your data protection and overall infrastructure security solutions to remain safe and to comply with specific local and regional regulations.

The Designated Engineer can review the F5 module security policies are consistent with F5 and industry recommended practices.