Riverbed Support Plans and Policies
Riverbed provides quality support services covering both hardware and software.
Riverbed provides quality support services covering both hardware and software. Technical support is available 24 hours a day, 7 days a week, by phone, email, and the Web. Our service plans provide you with the support you need to keep your networks up and performing well.
English is the officially supported language for communication on support cases; however members of the support team can also speak Arabic, Armenian, Cantonese, Dutch, Farsi, French, German, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Mandarin, Polish, Portuguese, Russian, Spanish, Thai, Turkish, and Vietnamese. (Please note that non-English language resources are limited and we cannot guarantee response times and availability for non-English languages.)
Software-Only Support
With Software-Only Support, customers receive the following:
- 24 x 7 Access to Web Site, Phone, and Email Support
- Software Support, including maintenance releases and major upgrades.
Note: Not available for appliance base products. Appliances must have one of the following hardware support plans.
Hardware Support Options
Riverbed provides a limited out-of-the-box warranty for a total of one year from the date of purchase. In the event of a hardware failure, the unit may be shipped to Riverbed for repair or replacement.
In addition to the standard warranty, Riverbed offers the following hardware support options to address the differing needs of our customers:
- Silver Level Support: In the event of a hardware failure, Riverbed will repair or replace the hardware via ground delivery, after receiving the failed unit.
- Gold Level Support: In the event of a hardware failure, Riverbed provides advance replacement. Replacement requests confirmed by 2:00 PM local time of the supporting depot during a normal business day will be shipped for next business day delivery.1
- Gold Plus Level Support: In the event of a hardware failure, Riverbed will provide up to 4 hour on-site replacement.2
- Platinum Level Support: In the event of a hardware failure, Riverbed will respond with up to 4 hour on-site hardware replacement with field engineer on-site to replace a failed appliance or part and set up the IP address for full appliance replacements. This is dependent on the geographical location of the deployed hardware. Check with your sales representative for specific location coverage. Note that Riverbed field engineers do not bring replacement parts to the site or take defective parts away from the site, upgrade or downgrade software, or configure replacement appliances.
Software Maintenance Offerings
With a Software-Only3, Silver, Gold, or Platinum support plan, Riverbed provides free maintenance releases and software updates. With software updates, you have access to the latest and greatest product features and functionality.
Support
With a Riverbed support plan in place, SteelHead appliances provide a “Support Wire” feature that recognizes critical failure conditions and generates an email containing detailed status information about the failure. This email is delivered to a Riverbed Technical Support representative where the condition may be remotely analyzed and debugged. The result is a potentially faster path towards problem resolution.
Platinum Support
- 24/7 access to website, phone, and email support
- Software support, including maintenance releases and major upgrades
- Hardware support — In the event of a hardware failure, Riverbed will respond with up to 4 hour on-site hardware replacement with field engineer on site to replace a failed appliance or part and set up the IP address for full appliance replacements. This is dependent on the geographical location of the deployed hardware. Check with your sales representative for specific location coverage. Note that Riverbed field engineers do not bring replacement parts to the site or take defective parts away from the site, upgrade or downgrade software, or configure replacement appliances.
- Annual service review
- Note: Certain products sold by OPNET Technologies include "open enrollment" training classes as part of support.
Gold Plus Support
- 24/7 access to website, phone, and email support
- Software support, including maintenance releases and major upgrades
- Hardware support — In the event of a hardware failure, up to four hour on-site hardware replacement. This is dependent on the geographical location of the deployed hardware. Please check with your sales representative for specific location coverage.
- Note: Certain products sold by OPNET Technologies include "open enrollment" training classes as part of support.
Gold Support
- 24/7 access to website, phone, and email support
- Software support, including maintenance releases and major upgrades
- Hardware support — In the event of a hardware failure, Riverbed provides advance replacement. Replacement requests confirmed by 2:00 PM local time of the supporting depot during a normal business day will be shipped for next business day delivery. Delivery time may depend on International customs clearing and export/import laws and regulations for non-US destinations.
- Note: Certain products sold by OPNET Technologies include "open enrollment" training classes as part of support.
Silver Support
- 24/7 access to website, phone, and email support
- Software support, including maintenance releases and major upgrades
- Hardware support — In the event of a hardware failure, we will repair or replace the hardware via ground delivery after receiving the failed unit
- Note: Certain products sold by OPNET Technologies include "open enrollment" training classes as part of support.
Software Only Support
- 24/7 access to website, phone, and email support
- Software support, including maintenance releases and major upgrades
- Note:
- Certain products sold by OPNET Technologies include "open enrollment" training classes as part of support.
- Not available for appliance-based products. Appliances must have one of the hardware support plans.