Riverbed Helpdesk Support

Consistently improving quality of service is a very high priority within Teneo. Teneo works with Riverbed to offer world-class support to help customers fully leverage the value of their Riverbed investment. Technical support staff is available around the clock (24 hours a day, 7 days a week) to help customers quickly and easily use, manage, and troubleshoot Riverbed products in their network.

In addition, Teneo provides a wide variety of online support materials to answer most questions:

  • Assistance related to questions on the use of Riverbed products
  • Assistance in identifying and verifying the causes of suspected errors
  • Solutions for identified errors or malfunctions
  • Access to support by phone, email, or the web

Teneo’s RASP status ensures excellent quality in first and second line support. Third line escalation is provided by Teneo, backed by Riverbed.

Teneo Technical Support Priority Levels


Teneo works with customers to assign a priority setting to submitted problems. The priority defines time frames for resolution goals and escalation potential. This ensures that the appropriate resources within Riverbed resolve the problems as quickly and efficiently as possible.

All cases are prioritised according to their impact to the customer—Priority 1 (P1) through Priority 4 (P4)—with P1 being the most important and urgent. Definitions for each priority are standard within the industry. The severity of a case can change, being upgraded or downgraded, depending on troubleshooting progress.


SLAs associated with the above Severity rankings are as follows:

SEVERITY NOTIFICATIONS
Escalation Engineer   
Manager
 Executive Staff
Critical Within 1 Hour 1 Hour 4 Hours
High Within 4 Hours 8 Hours
 24 Hours
Minor Within 8 Hours Weekly
 N/A
Informational     
Within 24 Hours  
N/A
 N/A


After closing a support case, a survey is sent to the customer asking for feedback as to how the case was handled and where Teneo can improve. Support managers and executives review the survey responses, and take action where appropriate. Individual entries in this survey will not be shared with other companies, nor will they be used for marketing purposes unless the customer provides Teneo with express permission. The sole purpose of these survey results is to evaluate and improve Riverbed services. Teneo’s level of service provision is also monitored by Riverbed.

"I've always been impressed by the promptness and quality of the response from Teneo whenever logging a fault or query regarding our Riverbed units."
Wes Douglas, Talisman Energy UK Ltd.

"Always get good service, with good reliability and performance from the hardware. When we have a problem (which is not often) it is always sorted in a timely and professional manner.."
Kevin Pawsey, NPS Property Consultants Ltd.

"Just purchased all our Riverbed devices and have had to call support twice so far. The support we have recieved up to now assures me that we made the correct choice in choosing Teneo."
Graham Watt, CNR International