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 award-winning 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, award-winning support infrastructure, with repeatable and predictable customer service and support.
Support levels vary by the speed of hardware replacement. Choose a level that’s right for your organization:
- Software Only – For products that do not have a hardware component.
- Silver – Parts returned to the factory are repaired or replaced within 10 business days.
- Gold – Advance replacement parts that are processed prior to shipping cut-off time are shipped for a Next Business Day delivery.1
- Gold Plus – Advance replacement parts are shipped for Same Day delivery as fast as 4 hours, 24 hours a day, 365 days a year.2
- 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.2
2 Not available in all locations. Response times and hours of coverage vary. Contact your Riverbed sales representative to verify coverage.