Frequently Asked Questions - Tech Support for OPNET Customers

Riverbed is excited to welcome OPNET's customers to its Support community.  The following FAQ should assist you in answering key questions related to support that will be received from Riverbed.  We look forward to working with you.

What happened to OPNET?

OPNET was acquired by Riverbed Technology Inc. on December 17, 2012.  The companies will begin delivering technical support as an integrated entity effective July 9, 2013.

What are the key dates and events for the transition?

What are the main differences between OPNET Support and Riverbed Support?

There are a lot more similarities than differences in the way OPNET and Riverbed deliver support for their customers.  Both organizations are driven to provide the highest level of customer satisfaction possible and actively listen to customer feedback to make changes where necessary.

The main difference is related to how RMAs for appliances are handled.  Riverbed has a global network of depots that enable parts to be delivered up to 4 hours from request, with a technician (Platinum) or without (Gold Plus) to help install the hardware.  Most customers opt for next business day/advanced replacement (Gold), which is equivalent to OPNET's Premium offering.  Riverbed's Silver level provides "return to factory" response time, and is equivalent to OPNET's Standard offering.

If you currently have an OPNET Standard contract, but require Advanced Replacement service please contact OPNET renewals at renewals@riverbed.com to upgrade your service level.

How do I get support for my OPNET Products?

Riverbed's support contact details are listed below.

• Phone:  +1-415-247-7381 (24x7x365)
• Email: support@riverbed.com
• Web: https://support.riverbed.com
• See: https://support.riverbed.com/contact/index.htm for more contact options

Will Riverbed honor my OPNET support contract?

Existing OPNET support contracts will be honored by Riverbed.  Existing OPNET customers with Standard hardware support will be migrated to a Riverbed Silver support package.  OPNET customers with Premium hardware support will be migrated to a Riverbed Gold support package.  Descriptions of the support packages can be found at Support Plans. The following is a brief summary

What are the key differences between OPNET and Riverbed support offerings?

How do I obtain a Riverbed support website account? 

On July 7, 2013 existing OPNET customers with an OPNET support website account received an email containing a link for access to the Riverbed Support website.  The email included a request to reset your password to gain access to all Riverbed Support tools.

If you are unable to locate the email or did not receive one, you can request access by going to https://support.riverbed.com and within the login box, click on the link for Existing OPNET users.  This link will walk you through a process to obtain Riverbed support website credentials.

If you do not have an OPNET support website account, you may register, after July 9, 2013 for a Riverbed support website account at https://support.riverbed.com using an OPNET hardware serial number, OPNET license number or an OPNET group ID.

What functionality is available on the Riverbed support site for customers?

On July 9, 2013 all OPNET support customers will receive user identification and passwords for these sites.  Customers will be able to register using their OPNET Group ID.

Will the OPNET support site remain active after the cutover?

No.  Our initial goal was to keep both sites active for a period of time after the migration from OPNET to Riverbed; however we discovered that it was not feasible to do this during our system analysis.  The same features and functionality exist on the Riverbed site, although recognize the navigation will be different.

What will happen to open OPNET support cases on the date of transition?

All open cases will be assigned a new Riverbed case number on July 9, 2013.  OPNET customers will receive one email listing all open cases with both legacy OPNET and new Riverbed support case numbers.  Open cases may be searched using both the OPNET and Riverbed case numbers.

How will I get replacement units in advance of a return?

Riverbed adheres to service level agreements agreed upon in support contracts purchased.  Riverbed's Gold, Gold Plus and Platinum levels of support provide replacement in advance.  If you currently have Riverbed Silver or OPNET Standard Support contract you can upgrade them by contacting renewals@riverbed.com.

What options does Riverbed provide to replace disks/memory that cannot be returned due to storage of sensitive information?

Riverbed Support Contracts provide service parts replacements if you experience a hardware failure.  Upon provision of the service spares replacement, the defective parts or appliance become the property of Riverbed and have to be returned.  If you have sensitive information contained on your hard drives/memory devices and need to retain them, there are two options:

1. Purchase the hard drives/memory devices from Riverbed.  Spare memory devices will be charged at list price minus any applicable discounts.
2. Purchase a Support Contract uplift to cover all of the memory devices within your appliance.  This is the most cost effective solution, but it has to be purchased prior to any hardware failures.

Are the Gold Plus and Platinum support levels available worldwide?

Gold Plus and Platinum offerings may not be available in all geographies.  If you are interested in upgrading your service level to Gold Plus or Platinum, please contact your sales representative to check availability in your area.

Will my Riverbed support contract continue to include training for OPNET products?

Yes, support will include training for the APM and NEOP product families.  Please reach out to our Training department at RPM Training to discuss your training needs.  A list of classes is available at www.opnet.com/training.

Where can I find product release announcements?

At Riverbed, we notify our customers of new releases via Facebook, Twitter, and Splash (our online community).  APM and NEOP specific announcements can be found at OPNET releases.

Where can I direct questions NOT related to technical support?

General questions related to Riverbed's support offerings and other non-technical questions can be submitted through the support site feedback form posted at Support Feedback.