Case Handling

The Riverbed Technology case handling process tracks, escalates, and resolves any technical issues you might have with your deployment. Our support team has full responsibility for every aspect of your case, monitors your feedback, and works around the clock to deliver quantifiable results.

Opening a Case

To open a case, please have the following information ready:

  • Serial number of hardware component with issue
  • Detailed description of the problem
  • Priority level and impact of the problem
  • Indication of the activity when the problem occurred
  • Software version
  • Configuration data

 

Then, contact us in one of three ways:

  • Call +1.415.247.7381 or +1.888.782.3822 (toll free in the United States or Canada). All calls are distributed in round-robin fashion to an escalation engineer in the appropriate time zone. For example, calls received from 8:30 a.m - 5:30 p.m. PT will be routed to one of our escalation engineers in San Francisco or Sunnyvale, Calif.
  • Email support@riverbed.com
  • Create a case directly from the Riverbed Support Site.

 

Our Case Handling Process

Assignment – Once you submit a case, we assign the issue to one of our escalation engineers, who will be your single point of contact and will have full accountability for the resolution of your case.

Investigation – While working to resolve an issue, your escalation engineer might need to access information on your system relative to the failure. Or, they might need to recreate the failure to get additional information. If the problem is related to the system configuration, the escalation engineer might ask for a network diagram and configuration information. Please note, we treat any information we receive as highly confidential and delete it once your case is closed.

Escalation – If your escalation engineer does not solve your case, they will escalate it to the staff engineering team for further analysis. If the staff engineering team finds a defect or determines that a specific engineering skill set is required to isolate or resolve an urgent issue, the case will be escalated to the appropriate engineering department.

Resolution – We close a case only after all parties agree the issue has been resolved. If we determine that the issue constitutes an enhancement, a feature request will be handled by product management and engineering.