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Riverbed Customer Support
Riverbed Technology offers world-class support to help customers fully leverage the value of their Riverbed investment. Riverbed’s trained technical support staff is available around the clock (24 hours a day, 7 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.
“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
Through Riverbed Support, customers can get:
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.
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.
Riverbed Support Resources
Riverbed offers a wide variety of support resources designed to enhance the value of your Riverbed deployment. These resources and tools provide several approaches to find solutions and solve problems.
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:
Telephone Support
Telephone support includes:
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
Gold Level Support
Platinum Level Support
With Platinum Level Support, customers enjoy the highest level of customer service available from Riverbed, including the following features: