Case Handling

Riverbed Technology is committed to ensuring the highest possible level of customer success and satisfaction. All support services professionals are rigorously trained on Riverbed products, their underlying technologies, and industry leading technical problem-solving methodologies.

A customer can open a case in one of the following ways:

The calls to 1-888-RVBD-TAC (1-888-782-3822), or 1-415-247-7381 for calls outside of the U.S., are distributed in round-robin fashion to an Escalation Engineer (EE) in the appropriate time zone. For example, calls coming in from 8:30 AM to 5:30 PM PST will be routed to one of the Escalation Engineers in San Francisco or Mountain View (or New York from 8:30 AM EST).

When customers open a case, they should be prepared to provide the following:

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

Once a case is submitted, the issue is assigned to an Escalation Engineer. Every Escalation Engineer is qualified to perform extensive troubleshooting to quickly resolve the issue. All opened cases are tracked in Riverbed’s online support tracking system.

While working to resolve an issue, the Escalation Engineer may need to access information on the customer system relative to the failure, or may need to recreate the failure to get additional information. If the problem is related to the system configuration, the customer may be asked to provide a network diagram and configuration information.

If the customer and the Escalation Engineer agree, the customer may send log files or trace files to Riverbed through email or upload them to the Riverbed Support FTP site for further review.

Note: Any information sent to Riverbed to help resolve customer problems is treated as highly confidential and is used only to help resolve the problem. When the issue is solved, all submitted materials are deleted.

If the Escalation Engineer does not solve the case, it is escalated 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 is escalated to the appropriate engineering department.

A case is closed when all parties agree the reported issue has been resolved. If the customer issue is determined to be an enhancement, a Feature Request is entered into the Riverbed defect tracking system. A Feature Request is handled and processed by Product Management and Engineering.



Wide-area data services (WDS) for your network: Application acceleration, WAN bandwidth optimization, and IT consolidation