Standard SteelSupport™

STANDARD SUPPORT

Riverbed delivers outstanding technical support and value to its customers worldwide so they can fully leverage their Riverbed investment to support their business

With every Riverbed Support Plan, customers receive:

• New features, protocols, functionality, performance improvements, and bug fixes – all included at no additional cost as part of every support contract.
• 24x7x365 technical support provided via Web, phone, and email.
• Access to Riverbed’s knowledge base, with more than 10,000 searchable items covering the entire Riverbed product portfolio; more resources added daily.
• Access to Riverbed’s global logistics network to quickly resolve hardware issues.
• Riverbed’s world-class support infrastructure, with repeatable and predictable customer service and support.
• A series of self-paced Riverbed Certified Performance Engineering (RCPE) Foundational and Associate performance videos and resources
• Improved communication of available resources for our customers captured in our updated Global Customer Success Welcome Guide, along with a new Annual Customer Success Plan Concept document

Support levels vary by the speed of hardware replacement. Choose a level that’s right for your organization:

• Gold – support level for both hardware and software products including a continuation of advanced replacement parts that are processed prior to shipping cut-off time are shipped for a Next Business Day delivery.
• Gold Plus – Advance replacement parts are shipped for Same Day delivery as fast as 4 hours, 24 hours a day, 365 days a year.
• Platinum – Advance replacement parts and a Field Technician are dispatched for Same Day delivery as fast as 4 hours, 24 hours a day, 365 days a year.

1 Extended delivery times will be experienced for some international locations.
2 Not available in all locations. Response times and hours of coverage vary. Contact your Riverbed sales representative to verify coverage.