Standard SteelSupport™

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. 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