Customers need to have an active support plan to access support resources beyond the basic hardware warranty. With a Riverbed support plan, customers can be assured that they will limit expensive downtime while maintaining the high level of performance expected from their Steelhead appliance deployment.

Riverbed offers a choice of three support levels—Platinum, Gold, and Silver—so customers can choose the program that fits their specific requirements, IT needs, and business goals. This flexibility also means that customers can easily adjust their support levels as their business grows and evolves. Support plans cover a 1-year period.

The type of plan you have determines the exact features available.

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. This is dependent on the geographical location of the deployed hardware. Please check with your sales representative for specific location coverage.
• Annual Service Review

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 business day advance replacement.

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.