Hardware and Software Support Policy

December 19, 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 the date when a product is no longer generally available to be ordered from Riverbed.
End of Support is when a product is no longer supported by Riverbed.
Note: After the applicable announced end of sale date for a particular product, Riverbed may continue to have new or refurbished products available for sale, supply permitting and in its discretion, provided any sales of such products shall not change the previously announced end of sale date and the previously announced end of support dates shall apply to such products.

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 Sept, 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 Sept, 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 or Minor release of the software, and
  • the immediately preceding Major or Minor release for a period of 1 year after general customer availability of the current Major or Minor 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:

  1. A Feature Release is a release (example x.0) where new features/enhancements are created for use on Riverbed equipment and a Maintenance Release is a release (example x.0.1) where maintenance requirements are instituted for a feature release. For discontinued hardware (End of Sale hardware), Riverbed will test and qualify any new software releases (Feature / Maintenance releases) for a period of two years after the hardware End of Sale date. For a Feature Release, the full feature set of each new release will be supported on the End of Sale platform except when precluded by limitations of the End of Sale hardware platform.
  2. A Patch Release consists of software patches for the Riverbed software to operate properly on existing equipment. Where Riverbed develops and provides bug fixes (software patches), those bug fixes will also be provided for End of Sale equipment for a period of at least three years after the initial two-year Feature Release period has ended. Riverbed will patch the last valid Maintenance Release for a particular End of Sale hardware platform; this may necessitate upgrading to a later release. Patch Releases will be delivered on a "when and if available basis" following the end of the initial two-year period or at greater intervals if necessary. Support for the End of Sale platform past this three-year period is at the sole discretion of Riverbed.

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 (3020, 3520, 5520, 6020, 6120) - EOS Notice
Part Number Description End of Sale
(Last order date)		 End of Support: Feature / Maintenance End of Support: Hardware / Patch  
SHA-03020 Steelhead Model 3020 Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHA-03520 Steelhead Model 3520 Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHA-05520 Steelhead Model 5520 Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHA-06020 Steelhead Model 6020 Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHA-06120 Steelhead Model 6120 Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHS-03020 Cold spare Steelhead 3020 Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHS-03520 Cold spare Steelhead 3520 Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHS-05520 Cold spare Steelhead 5520 Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHS-06020 Cold spare Steelhead 6020 Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHS-06120 Cold spare Steelhead 6120 Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHA-03020-E Steelhead 3020 Evaluation Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHA-03520-E Steelhead 3520 Evaluation Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHA-05520-E Steelhead 5520 Evaluation Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHA-06020-E Steelhead 6020 Evaluation Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
SHA-06120-E Steelhead 6120 Evaluation Apr 5, 2009 Apr 5, 2011 Apr 5, 2014
 

End-of-Sale products (50, 100, 200, 300) - EOS Notice
Part Number Description Last Order Date Last Ship Date End of Support: Feature / Maintenance End of Support: Hardware / Patch
SHA-00050 Steelhead Model 50 Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHA-00100 Steelhead Model 100 Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHA-00200 Steelhead Model 200 Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHA-00300 Steelhead Model 300 Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHS-00050 Cold spare Steelhead 50 Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHS-00100 Cold spare Steelhead 100 Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHS-00200 Cold spare Steelhead 200 Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHS-00300 Cold spare Steelhead 300 Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHA-00050-E Steelhead 50 Evaluation Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHA-00100-E Steelhead 100 Evaluation Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHA-00200-E Steelhead 200 Evaluation Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
SHA-00300-E Steelhead 300 Evaluation Feb 2, 2009 Mar 2, 2009 Mar 2, 2011 Mar 2, 2014
 

End-of-Sale products (520, 1020, 1520, 2020) - EOS Notice
Part Number Description Last Order Date Last Ship Date End of Support: Feature / Maintenance End of Support: Hardware / Patch
SHA-00520 Steelhead Model 520 Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHA-01020 Steelhead Model 1020 Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHA-01520 Steelhead Model 1520 Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHA-02020 Steelhead Model 2020 Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHS-00520 Cold spare Steelhead 520 Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHS-01020 Cold spare Steelhead 1020 Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHS-01520 Cold spare Steelhead 1520 Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHS-02020 Cold spare Steelhead 2020 Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHA-00520-E Steelhead 520 Evaluation Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHA-01020-E Steelhead 1020 Evaluation Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHA-01520-E Steelhead 1520 Evaluation Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
SHA-02020-E Steelhead 2020 Evaluation Jan 6, 2009 Feb 6, 2009 Feb 6, 2011 Feb 6, 2014
 

End-of-Sale products (3010, 3510, 5010)
Part Number Description End of Sale End of Support: Feature / Maintenance End of Support: Hardware / Patch  
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
 

End-of-Sale products (510, 1010, 2010, 2510)
Part Number Description End of Sale End of Support: Feature / Maintenance End of Support: Hardware / Patch  
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
 

End-of-Sale products (500, 1000, 2000, 3000, 5000)
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

 



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