Call a Specialist Today! 844-356-5143

Riverbed Support Plans and Policies
Riverbed provides quality support services covering both hardware and software.

Riverbed provides quality support services covering both hardware and software. Technical support is available 24 hours a day, 7 days a week, by phone, email, and the Web. Our service plans provide you with the support you need to keep your networks up and performing well.

English is the officially supported language for communication on support cases; however members of the support team can also speak Arabic, Armenian, Cantonese, Dutch, Farsi, French, German, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Mandarin, Polish, Portuguese, Russian, Spanish, Thai, Turkish, and Vietnamese. (Please note that non-English language resources are limited and we cannot guarantee response times and availability for non-English languages.)

Software-Only Support

With Software-Only Support, customers receive the following:

Note: Not available for appliance base products. Appliances must have one of the following hardware support plans.

Hardware Support Options

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

In addition to the standard warranty, Riverbed offers the following hardware support options to address the differing needs of our customers:

Software Maintenance Offerings

With a Software-Only3, Silver, Gold, or Platinum support plan, Riverbed provides free maintenance releases and software updates. With software updates, you have access to the latest and greatest product features and functionality.


With a Riverbed support plan in place, 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 a Riverbed Technical Support representative where the condition may be remotely analyzed and debugged. The result is a potentially faster path towards problem resolution.

Platinum Support

Gold Plus Support

Gold Support

Silver Support

Software Only Support