Riverbed Maintenance & Support

Teneo’s Riverbed Authorised Support Partner (RASP) and Diamond Level Partner status makes us a safe pair of hands as your Riverbed maintenance and support partner. As well as offering Riverbed’s standard support contracts, Teneo also offers bespoke maintenance and support services so you get added flexibility and peace of mind that your Riverbed estate is being maintained to the highest levels of performance, limiting expensive downtime and truly optimising your Riverbed investment.

Riverbed support levels available from Teneo are as follows:

Silver Level Support

With Silver Level Support, customers receive the following:

  • 24 x 7 Access to Web Site, Phone, and Email Support
  • Software Support, including maintenance releases and major upgrades
  • Hardware Support. In the event of a hardware failure, Riverbed will repair or replace the hardware through ground delivery, after receiving the failed unit

Gold Level Support

With Gold Level Support, customers receive the following features:

  • 24 x 7 Access to Web Site, Phone, and Email Support
  • Software Support, including maintenance releases and major upgrades
  • Hardware Support. In the event of a hardware failure, Riverbed will provide next day advance replacement

Teneo Gold Assisted Level Support

With Gold Assisted Level Support, customers receive the following features:

  • 24 x 7 Access to Web Site, Phone, and Email Support
  • Software Support, including maintenance releases and major upgrades
  • Hardware Support. In the event of a hardware failure, Riverbed will provide next day advance replacement with a Teneo Riverbed engineer onsite

Gold Plus Level Support

With Gold Level Support, customers receive the following features:

  • 24 x 7 Access to Web Site, Phone, and Email Support
  • Software Support, including maintenance releases and major upgrades
  • Hardware Support. In the event of a hardware failure, Riverbed will provide up to 4 hour replacement

Platinum Level Support

With Platinum Level Support, customers enjoy the highest level of customer service available from Riverbed, including the following features:

  • 24 x 7 Access to Web Site, Phone, and Email Support
  • Software Support, including maintenance releases and major upgrades
  • Hardware Support. Up to 4 hour on-site hardware replacement by a Teneo Riverbed engineer

Cold Spare Support

Teneo also offers a Cold Spare Support option which allows the purchase of unlicensed Steelhead units that can be kept in stock at the customer’s strategic or remote locations, where a very fast replacement is required. Cold Spares are priced at significantly lower levels than standard Steelheads. In the event of a failure, the Cold Spare can be installed and the license transferred from the failed unit in order to create a new unit.

Riverbed Software Updates

Riverbed provides software maintenance releases and updates as they are generally available without additional charge. The contents of all maintenance releases and updates are determined by Riverbed. Customers can download the updates from the Riverbed Support website. Customers are generally notified by Riverbed via email when updates are available.

Customers with unsupported hardware do not receive updates, maintenance releases, software updates, telephone assistance, or any other technical support services for the unsupported components. Downloaded software may not be used to update any unsupported components.