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Global Support – Simplified and Packaged in a New Welcome Guide

Norm Melbardis
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By partnering with Riverbed you have the support of Riverbed’s Global Customer Success Organization that can help you and your customer protect, maximize, and future-proof your investments in Riverbed.

The details of this support are communicated through the Global Support Welcome Guide, which provides information on everything from the various levels of support offered to how to work with the Riverbed Support Team.

With focus and commitment to customer excellence and retention of valued customers, the guide has been recently refreshed, is user-friendly, and designed to explain everything you and your customers should know about Global Support.

This guide leads to a great onboarding experience for your customers

One of the first things new customers do after purchasing a Riverbed product is read the Global Support Welcome Guide. The guide opens the door to a vast pool of customer support resources (24×7 access to a Support Community, Support Website, Support YouTube Channel, and global TAC) which helps your customers derive the most value from Riverbed products.

The new guide covers a wide range of SteelSupport offerings, from Standard to high-touch Advanced Support, ensuring the best customer journey and support experience possible, including an expanded support offerings portfolio with new services specifically tailored to the US Federal Government and Large Enterprise markets.

With every Riverbed Support Plan, your customers receive:

  • New features, protocols, functionality, performance improvements, and bug fixes
  • 24 x 7 x 365 technical support provided via the internet, phone, and email
  • Access to Riverbed’s knowledge base, with more than 10,000 searchable items
  • Access to Riverbed’s global logistics network to quickly resolve hardware issues
  • Riverbed’s world-class support and infrastructure, with repeatable and predictable customer service and support

People are gravitating more and more to online resources where self-service is king. Riverbed makes it easy by putting solutions at your and your customer’s fingertips through the:

  • Support Community – organized by product and contains a wealth of information. You and your customers can ask the community a question, view previously asked questions, create a case, and search our extensive knowledge base.
  • Riverbed Support site – where you and your customers can submit a case, search an expansive Knowledge Base, manage assets, or contact our Support experts.
  • Riverbed Support YouTube channel – home to scores of educational videos, providing how-to, best practices, and troubleshooting content for products and solutions. You and your customers will find everything from installation tutorials to contract renewal instructions.

Help your customers protect, maximize, and future-proof their investments.  Download the new Global Support Welcome Guide today.  Riverbed Rise partners can find the guide and additional resources in the Maintenance and Support section on Partner Center.

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