Riverbed Worldwide Customer Support

Riverbed’s highly skilled engineer- 24x7 Global Support and Services for High-Performance Networks
ing support staff is committed to Riverbed offers world-class support to help customers fully leverage the value of their
providing world-class expertise Riverbed investment. Riverbed’s trained technical support staff is available around the
clock (24 hours a day, 7 days a week) to help customers and partners quickly and easily
and assistance with 24x7 “follow- use, manage, and troubleshoot Riverbed products in their network. Through Riverbed
the-sun” support regardless of Support, customers receive:
time of day or location, with • Assistance with questions about the use of Riverbed products
support centers across the globe. • Assistance in identifying and verifying the causes of suspected errors
• Solutions for identified errors or malfunctions
With a Riverbed support plan in
• Access to support by phone, email, and the web
place, you can be assured that
Riverbed provides a global support organization with locations in Amsterdam, New York,
you will limit expensive downtime Mountain View, San Francisco, Singapore, and Tokyo. Follow-the-sun support ensures
while maintaining the high level of that high-priority cases can be transferred seamlessly to provide continuous coverage
when working to solve critical problems. By using a unified case tracking system, Riverbed
performance expected from your support engineers know they are working with the latest details and status of each case.
Steelhead appliance deployment.
Riverbed Technical Support Offerings: Silver, Gold and Platinum Levels
Riverbed support plans are available in three levels, each offering capabilities in the areas
of technical support, hardware service, and software maintenance.

Software Maintenance Offerings

With a Silver, Gold, or Platinum support plan, Riverbed provides a software upgrade
subscription package for maintenance releases and software updates. With software
updates, you have access to the latest and greatest product features and functionality.

Hardware Service Offerings

For hardware service, Riverbed provides a limited out-of-the-box warranty for a total
of one year from the date of purchase. In the event of a hardware failure, the unit may
be shipped to Riverbed for replacement or repair. In addition to the standard warranty,
Riverbed offers the following additional hardware support options per support level:

• Silver Level Support – Riverbed will repair or replace the hardware via ground delivery,
after receiving the failed unit.
• Gold Level Support – Riverbed will provide next day advance replacement or repair.*
• Platinum Level Support – Riverbed will respond with up to 4 hour on-site hardware
replacement or repair, dependent on the geographical location of the deployed hard-
ware. Please check with your sales representative for specific location coverage.**

A replacement unit will be shipped from one of the many Riverbed support depots
located across the globe, as appropriate.*

Support Levels

LEVEL SUPPORT SOFTWARE HARDWARE

SILVER 7x24 Availability All Maintenance Releases Replacement/Repair

Phone, Email and Web All Software Updates

GOLD 7x24 Availability All Maintenance Releases Next Day Advance

Phone, Email and Web All Software Updates Replacement/Repair*

PLATINUM 7x24 Availability All Maintenance Releases Up to 4 hour On-site

Phone, Email and Web All Software Updates Replacement/Repair**

*International delivery is dependent on transit time and customs clearance.

**Not available in all areas. In most cases, problem must be identified by 2:00pm at the local support center for next day onsite support.
For the US the problem must be identified by 2:00pm PST.
Riverbed Worldwide Customer Support
Support Wire
With a Riverbed Steelhead support plan in place, Steelhead appliances provide a Support
“Deploying Steelhead appliances Wire feature that recognizes critical failure conditions and generates an e-mail contain-
has been quick and painless − ing detailed status information about the failure. This e-mail is delivered to a Riverbed
Technical Support representative where the condition may be remotely analyzed and
usually they install in 15
debugged, which may result in a faster path towards problem resolution.
minutes. When we had an issue
that required technical support, Focused on Customer Satisfaction
Customers can open cases online through the Riverbed Support web site or by calling
they were fantastic and stuck
Riverbed technical support directly. Cases are assigned directly to technical support engi-
with us until it was resolved. neers for investigation and resolution, according to engineer skill sets and availability.
I’m very impressed with Resources are prioritized for maximum response for critical issues.

Riverbed’s support team, and All incoming customer inquiries, including both technical support cases and non-technical
administrative issues, are answered directly by Riverbed Support and either handled or
recommend them highly.”
escalated appropriately. Customers know that their concerns are being heard directly by
– IT Director, Riverbed, with escalation channels readily available.
National Engineering Company
Riverbed support engineers have full accountability for the resolution of an assigned
case, acting as a single point of contact and coordinating the efforts of other support
members, specialists in remote support organizations, third-party vendors, and engineer-
ing teams. The teams of individuals seamlessly work together to provide the excellent
support customers require. Technical Support works very closely with the Quality Assur-
ance (QA) and Engineering organizations to expedite resolutions and provide customer
feedback on product issues. Through the team approach, Riverbed can offer the highest
degree of technical knowledge possible.

Industry-Leading Expertise
Riverbed’s world-class technical support engineers are experts in the Riverbed product
line and key related technologies. In addition, they have completed extensive training,
both internally and externally, and possess a high degree of problem-solving skills.

All the Riverbed Support engineers are certified in an IT specialty or have an advanced
degree (such as MS or PhD). Skills and certifications include CCIE, CCNP, CCNA, CCSP,
CCDA, CCND, CCSA, MCP, MCSE, Netcache, CISSP, ISSAP, InfoSEC, Brocade SAN designer,
SUN Admin, and FCNE.

For More Information

To find out more about Riverbed customer support plans and policies, please visit
www.riverbed.com/support, email us at [email protected], or call Riverbed Techni-
cal Support at +1 (415) 247-7381.

About Riverbed
Riverbed Technology, Inc. Riverbed Technology Ltd Riverbed Technology is the performance leader in wide-area data services (WDS) solu-
501 Second Street, Suite 410 1, The Courtyard, Eastern Road
San Francisco, CA 94107 Bracknell
tions for companies worldwide. By enabling application performance over the wide area
Tel: +1 415 247 8800 Berkshire RG12 2XB network (WAN) that is orders of magnitude faster than what users experience today, Riv-
Fax: +1 415 247 8801 United Kingdom
www.riverbed.com Tel: +44 1344 354 910 erbed is changing the way people work, and enabling a distributed workforce that can
Riverbed Technology Pte. Ltd. Riverbed Technology K.K. collaborate as if they were local. Additional information about Riverbed (Nasdaq: RVBD)
350 Orchard Road #21-01/03 Shiba-Koen Plaza Building 9F is available at www.riverbed.com.
Shaw House 3-6-9, Shiba, Minato-ku
Singapore 238868 Tokyo, Japan 105-0014
Tel: +65 68328082 Tel: +81 3 5419 1990 © 2006 Riverbed Technology, Inc. All rights reserved. Riverbed Technology, Riverbed, Steelhead and the Riverbed logo are trademarks or registered
trademarks of Riverbed Technology, Inc. All other trademarks used or mentioned herein belong to their respective owners. SUP-BR110306