Support Overview
Avi Networks supports its customers in a combination of ways. Use this article as an index to lead you to more details on each of those ways.
Knowledge Base
Click to avinetworks.com/docs for articles covering a range of topics, including product architecture, product features, guides (e.g., installation, configuration, CLI, DataScript, REST API), and release notes.
Avi Customer Portal
Customers who have been given credentials to the Portal, or have acquired them through the self-registration process may click to www.avinetworks.com/portal to download software and licenses and open/track support cases. Read Using the Avi Customer Portal to learn all about it. Direct links to the most key sections within that document:
Live Support Personnel
24 x 7 Telephone Support
+1 408 628 1020 in the US
+44 20 3617 1055 in the UK
Alternatively, send email to support@avinetworks.com.
Avi Networks will provide responses to problem reports, ongoing updates, and resolutions according to the following table.
| Severity | Initial Response | Ongoing Updates | Time to Provide Fix/Workaround | Support Coverage Hours |
| S1 | 30 mins | Every Hour | 4 hours | 24*7 |
| S2 | 1 Hour | Every 12 Hours | 48 hours | 24*7 |
| S3 | 4 Hours | Every 1 Business Day | 8 Business Days | Business hours |
| S4 | 24 Hours | Every 3 Business Days | 10 Business Days | Business hours |
Training and Professional Services
Avi Networks offers training and professional services in the operation, service and maintenance of Avi licensed products. Please contact your Avi Networks sales representative for more information or send email to
Support Terms and Conditions
Refer to the Support Terms and Conditions article.
Maintenance and Support Releases — Schedule and Numbering
Avi Networks makes three feature releases per year, approximately four months apart. Details.