VistaOne- Support for Riverbed Products

Acting as a single point of contact, Riverbed Escalation Engineers have full accountability for the resolution of an assigned case.

Riverbed Technology offers excellent support programs to help customers fully leverage the value of their Riverbed investments. Riverbed’s trained technical support staff is available around the clock, seven days a week to help customers and partners quickly and easily use, manage, and troubleshoot Riverbed products in their network. In addition, Riverbed provides a wide variety of online support materials to answer most questions.

Through Riverbed Support, customers can get:

Assistance related to questions on the use of Riverbed products
Assistance in identifying and verifying the causes of suspected errors
Solutions for identified errors or malfunctions
Access to support by phone, email, or the web

Riverbed provides a global support organization with locations in Amsterdam, New York, Mountain View, San Francisco, Singapore, and Tokyo. Follow-the-sun support ensures that high-priority cases can be transferred seamlessly to provide continuous coverage when working to solve critical problems. By using a unified case tracking system, Riverbed support engineers know they are working with the latest details and status of each case.

Customers can open cases online through the Riverbed Support web site or by calling Riverbed technical support directly. Cases are assigned directly to technical support engineers for investigation and resolution, according to engineer skill sets and availability. Resources are prioritized for maximum response for critical issues.

“Deploying Steelhead appliances has been quick and painless, usually they install in 15 minutes. When we had an issue that required technical support, they were fantastic and stuck with us until it was resolved. I’m very impressed with Riverbed’s support team, and recommend them highly.”

IT Director, National Engineering Company

All incoming customer inquiries, including both technical support cases and non-technical administrative issues, are answered directly by Riverbed Support and either handled or escalated appropriately. Customers know that their concerns are being heard directly by Riverbed, with escalation channels readily available.

The Riverbed Support Team
Riverbed’s world-class technical support engineers (Escalation Engineers) are experts in the Riverbed product line and key related technologies. In addition, Escalation Engineers have completed extensive training, both internally and externally, and possess a high degree of problem-solving skills. All the Escalation Engineers are certified in an IT specialty or have an advanced degree (such as MS or PhD). Skills and certifications include CCIE, CCNP, CCNA, CCSP, CCDA, CCND, CCSA, MCP, MCSE, Netcache, CISSP, ISSAP, InfoSEC, Brocade SAN designer, SUN Admin, and FCNE.

Escalation Engineers have full accountability for the resolution of an assigned case, acting as a single point of contact and coordinating the efforts of other support members, specialists in remote support organizations, third-party vendors, and engineering teams. The teams of individuals seamlessly work together to provide the excellent support customers require. Technical Support works very closely with the Quality Assurance (QA) and Engineering organizations to expedite resolutions and provide customer feedback on product issues. Through the team approach, Riverbed can offer the highest degree of technical knowledge possible.

At any time throughout the day, an experienced Riverbed support engineer will be available to directly respond to customer questions and resolve technical issues. English is the primary language for communication on support cases; however, members of the support team can also speak Cantonese, Dutch, Farsi, French, German, Hindi, Indonesian, Japanese, Mandarin, Portuguese, Russian, and Spanish.

Customer Support Web Site
Riverbed provides customers with an authorized account access to the Riverbed Customer Support web site, available at support.riverbed.com. Riverbed provides the following resources through the support web site:

Product software releases and release notes
Extensive product documentation, including deployment, usage, and troubleshooting guides
Knowledge Base detailing known issues and solutions, error messages, and configuration-specific issues
Technical Notes providing in-depth explanations to common questions
Trouble Ticket / Case reporting

Telephone Support
Telephone support includes:

Direct Hotline Support that lets customers directly contact Support at any time, 24 hours a day, 7 days a week.
24-Hour Voice Messaging System that lets customers leave messages or questions for Customer Support.

Hardware Support

Maintenance: Riverbed will use reasonable efforts to repair or replace defective hardware components, unless damaged, mishandled, mistreated, used, maintained or stored outside the specifications and Riverbed’s instructions. The type of support plan determines the speed of replacement.

Support Wire: 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 the Riverbed Technical Support team and the condition will be remotely analyzed and debugged. The result is a potentially faster path towards problem resolution.

Warranty: Riverbed provides a limited out-of-the-box warranty for one year from the date of purchase for all hardware components. In the event of a hardware failure, the unit may be shipped to Riverbed for repair or replacement.

Software Support

Software Updates: Riverbed provides software maintenance releases and updates as they are generally available without additional charge. The contents of all maintenance releases and updates are determined by Riverbed. Customers can download the updates from the Riverbed Support web site. Customers are notified by email when updates are available.

Support Plans: Customers need to have an active support plan to access support resources beyond the basic hardware warranty. With a Riverbed support plan, customers can be assured that they will limit expensive downtime while maintaining the high level of performance expected from their Steelhead appliance deployment.

Riverbed offers a choice of three support levels—Silver, Gold, and Platinum—so customers can choose the program that fits their specific requirements, IT needs, and business goals. This flexibility also means that customers can easily adjust their support levels as their business grows and evolves. Support plans cover a 1 year period.

Silver Level Support
24 x 7 Access to Web Site, Phone, and Email Support
Software Support--including maintenance releases and major upgrades
Hardware Support--in the event of a hardware failure, Riverbed will repair or replace the hardware through ground delivery after receiving the failed unit

Gold Level Support
24 x 7 Access to Web Site, Phone, and Email Support
Software Support--including maintenance releases and major upgrades
Hardware Support--in the event of a hardware failure, Riverbed will provide next day advance replacement with RMA

Platinum Level Support
With Platinum Level Support, customers enjoy the highest level of customer service available from Riverbed, including the following features:

24 x 7 Access to Web Site, Phone, and Email Support
Software Support, including maintenance releases and major upgrades
Hardware Support, up to 4 hour on-site hardware replacement (dependent on the geographical location of the deployed hardware)