This section provides information about Riverbed's hardware and software support policies, including end-of-life support policies.

Hardware Support

Maintenance

Riverbed will use reasonable efforts to repair or replace defective hardware components, unless damaged, mishandled, mistreated, used, maintained or stored outside the specifications and Riverbed’s instructions. The type of support plan determines the speed of replacement.

Support Wire

Steelhead appliances provide a Support Wire feature that recognizes critical failure conditions and generates an email containing detailed status information about the failure. This email is delivered to the Riverbed Technical Support team and the condition will be remotely analyzed and debugged. The result is a potentially faster path towards problem resolution.

Warranty

Riverbed provides a limited out-of-the-box warranty for one year from the date of purchase for all hardware components. In the event of a hardware failure, the unit may be shipped to Riverbed for repair or replacement.

Software Support

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 obtain updates by downloading the updates from the Riverbed Support web site. Customers are notified by email when updates are available.

Error Corrections

Riverbed uses reasonable efforts to correct any reproducible programming error in the product software attributable to Riverbed with a level of effort commensurate with the severity of the error. Customers should notify Riverbed of such errors and should provide Riverbed with enough information to reproduce an error. Riverbed is only responsible for errors that are reproducible by Riverbed on unmodified product software as delivered to the customer.

Hardware and Software End-of-Life Support Policy

Riverbed's end-of-life policy for hardware and software helps customers manage the end-of-life transition for Riverbed products. You can find complete details about this policy at http://www.riverbed.com/supportpolicy.

As technology development drives changes in our products and practices, we may make changes to our policy. We encourage you to visit this site on a regular basis to better understand how Riverbed can assist you in repositioning with alternative Riverbed products and technology.