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Riverbed enables your business to build a consolidated cloud infrastructure that solves application performance at all three pain points: data centers, remote offices, and mobile workers. Set up virtual storage and services through the Internet and manage fewer servers.
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Customer Stories
Simpson Strong-Tie
With network visibility from Riverbed, Simpson Strong-Tie gets insight and control that has optimized the company's bandwidth and WAN utilization, along with accelerating plans for cloud-based implementations.
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Products & Services
Cascade Demo
With Cascade, you get visibility into network optimization and analysis, application performance management, IT consolidation, and security. View the Demo
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Community & Events
Riverbed Community
The Riverbed User Forum provides a credible source of information and discussion based on the real-life experiences of participants as they confront the challenges created by today's distributed and accelerated world.
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Partners
The Riverbed Partner Network
The Riverbed Partner Network gives you access to our market leading products and solutions. We provide all of the support needed to help you build a profitable business with us.
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Support
Customer Support Website
Riverbed Technology offers a wide variety of resources to help our customers with their Riverbed deployments. These tools and resources are available 24/7 to help you manage, troubleshoot, and get the most out of your Riverbed solutions
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J.D. Power 2011 Certified Technology Service & Support ProgramSM
Riverbed has been recognized by J.D. Power and Associates for providing "An Outstanding Customer Service Experience"
Case Handling
The Riverbed Technology case handling process tracks, escalates, and resolves any technical issues you might have with your deployment. Our support team has full responsibility for every aspect of your case, monitors your feedback, and works around the clock to deliver quantifiable results.
To open a case, please have the following information ready:
- Serial number of hardware component with issue
- Detailed description of the problem
- Priority level and impact of the problem
- Indication of the activity when the problem occurred
- Software version
- Configuration data
Then, contact us in one of three ways:
- Call +1.415.247.7381 or +1.888.782.3822 (toll free in the United States or Canada). All calls are distributed in round-robin fashion to an escalation engineer in the appropriate time zone. For example, calls received from 8:30 a.m - 5:30 p.m. PT will be routed to one of our escalation engineers in San Francisco or Sunnyvale, Calif.
- Email support@riverbed.com
- Create a case directly from the Riverbed Support Site.
Assignment – Once you submit a case, we assign the issue to one of our escalation engineers, who will be your single point of contact and will have full accountability for the resolution of your case.
Investigation – While working to resolve an issue, your escalation engineer might need to access information on your system relative to the failure. Or, they might need to recreate the failure to get additional information. If the problem is related to the system configuration, the escalation engineer might ask for a network diagram and configuration information. Please note, we treat any information we receive as highly confidential and delete it once your case is closed.
Escalation – If your escalation engineer does not solve your case, they will escalate it to the staff engineering team for further analysis. If the staff engineering team finds a defect or determines that a specific engineering skill set is required to isolate or resolve an urgent issue, the case will be escalated to the appropriate engineering department.
Resolution – We close a case only after all parties agree the issue has been resolved. If we determine that the issue constitutes an enhancement, a feature request will be handled by product management and engineering.
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