June 23, 2008
Introduction
This document outlines Riverbed Technology, Inc. ("Riverbed")'s end-of-life policy, which is intended to help our customers more predictably manage the end-of-life transition for Riverbed products. As technology development drives changes in our products and practices, we may make changes to our policy, which will appear on our website at http://www.riverbed.com/supportpolicy. We encourage you to visit this site on a regular basis to better understand how Riverbed can assist you in repositioning with alternative Riverbed products and technology.
Definitions
| End of Sale | is when a product/service is no longer available in the Quote tool (OO) or the Riverbed Price List. |
| End of Support | is when a product is no longer supported by Riverbed. |
An End of Sale notice is generally issued 60-90 days before the product/service is removed from the Quote tool to allow customers to transition to newer products.
End of Sale products after 13 Oct, 2006 will be covered by the End of Support terms as follows:
- Hardware is supported for 5 years from the End of Sale date
- Software is supported for 2 years (feature releases) + 3 years (patch releases)
NOTE: Products identified as End of Sale before 13 Oct, 2006 will be covered under the previous End of Support terms:
- Hardware is supported for 3 years from the End of Sale date
- Software is supported for 2 years (feature releases+ patch releases)
Supported Releases
Riverbed software releases are designated by a release designator of the form X.Y.Z (where X, Y, and Z are integers) and are characterized as follows:
| Release Type | Release Designator Changes to | Release Content |
| Major | X changes to X' which is greater than X. Y and Z are set to zero. | Generally contains significant new functionality. May also contain new features and software error corrections. |
| Minor | X does not change. Y changes to Y' which is greater than Y. Z set to zero. | Generally contains new features. May also contain software error corrections. |
| Fix | X and Y do not change. Z changes to Z' which is greater than Z. | Generally contains software error corrections. May occasionally contain new features. |
Riverbed will support:
- the current Major release of the software, and
- the previous Major release for a period of 1 year after general customer availability of the current Major release.
- If a customer encounters an error in a version of the software which is other than the latest release of any type, Riverbed may require that the customer upgrade to a specified later version to obtain a correction of the error.
Support for End-of-Sale and End-of-Support Products
For those customers under a current service agreement, the support provided is as follows:
| Hardware Support | Riverbed Technology, Inc. ("Riverbed") will repair or replace all defective Field Replaceable Units (FRUs) for a period of five years from the End of Sale date for that FRU under a current paid service agreement. Riverbed reserves the right to substitute functionally equivalent product and/or peripherals. |
| Software Support | For those customers covered under a current service agreement, software support comprises two areas (1) unspecified Feature / Maintenance releases and (2) unspecified Patch/Fix releases:
|
Support for End of Support Platforms
Our policy reflects our intention to ensure predictable support terms for our customers. If, as a result of changes in our policy, a customer determines that Riverbed has not performed to the customer's satisfaction, the customer may by written notice to Riverbed cancel any prepaid service agreement with respect to any unit of product. In the event of any cancellation, Riverbed will refund to the customer the pro-rated unused portion of the service agreement contract fees previously paid by the customer in respect of such unit of product(s), with such pro-ration calculated based on the cancellation date through the end of the applicable prepaid service agreement contract period. Riverbed will have no remaining obligations under any such cancelled service agreement.
If, with respect to a specific unit of product, there is a lapse in support coverage, any subsequent support purchase will be deemed purchased retroactive to the later of (x) the date on which any prior service agreement concluded or (y) the date on which the unit of product was purchased.
End-of-Sale products
| Part Number | Description | End of Sale | End of Support: Feature / Maintenance | End of Support: Hardware / Patch |
| SHA-00500-010 | Steelhead 500 | Feb 28, 2005 | Feb 28, 2007 | Feb 28, 2008 |
| SHA-01000-010 | Steelhead 1000 | Feb 28, 2005 | Feb 28, 2007 | Feb 28, 2008 |
| SHA-02000-010 | Steelhead 2000 | Feb 28, 2005 | Feb 28, 2007 | Feb 28, 2008 |
| SHA-03000-010 | Steelhead 3000 | Feb 28, 2005 | Feb 28, 2007 | Feb 28, 2008 |
| SHA-05000-010 | Steelhead 5000 | Feb 28, 2005 | Feb 28, 2007 | Feb 28, 2008 |
| SHA-00510(-010) | Steelhead 510 | Mar 31, 2006 | Mar 31, 2008 | Mar 31, 2009 |
| SHA-01010(-010) | Steelhead 1010 | Mar 31, 2006 | Mar 31, 2008 | Mar 31, 2009 |
| SHA-02010(-010) | Steelhead 2010 | Mar 31, 2006 | Mar 31, 2008 | Mar 31, 2009 |
| SHA-02510(-010) | Steelhead 2510 | Mar 31, 2006 | Mar 31, 2008 | Mar 31, 2009 |
| SHA-03010(-010) | Steelhead 3010 | Sep 30, 2006 | Sep 30, 2008 | Sep 30, 2011 |
| SHA-03510(-010) | Steelhead 3510 | Sep 30, 2006 | Sep 30, 2008 | Sep 30, 2011 |
| SHA-05010(-010) | Steelhead 5010 | Sep 30, 2006 | Sep 30, 2008 | Sep 30, 2011 |
