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.
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?
Date | Activity |
July 1 to July 7 | OPNET customers continue to use OPNET support site and support phone numbers |
July 5 to July 7 | Potential for support site interruption/downtime |
July 7 (after 5:00PM PDT) | Receive Riverbed support site user id and log in emails |
July 7 (after 5:00PM PDT) | Receive Riverbed case numbers |
July 8 | Begin using Riverbed support site and support phone numbers |
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.
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
Support Level | Description |
Silver | TAC/Software Upgrades/Parts Exchange - Return to Factory |
Gold | TAC/Software Upgrades/Advanced Replacement Parts Exchange - Next Business Day |
Gold Plus | TAC/Software Upgrades/Up to 4 Hour On-Site Parts Delivery |
Platinum | TAC/Software Upgrades/Up to 4 Hour On-Site Parts Fix/Annual Service Review |
Software Only | TAC/Software Upgrades |
What are the key differences between OPNET and Riverbed support offerings?
OPNET Standard | Riverbed Silver |
8x5 access to website, phone, and email support | 24x7x365 access to website, phone and email support |
Software support, including maintenance releases and software upgrades. | Software support, including maintenance releases and software upgrades. |
Hardware support - customer ships the inoperative hardware to OPNET for repair following issuance by OPNET of an RMA. After repair is completed by OPNET, OPNET will return the hardware to customer. | Hardware support - In the event of a hardware failure, we will repair or replace the hardware via ground delivery after receiving the failed unit. The shipping party shall be responsible for all shipping costs. |
Bundled training - customers receive access to training. | Bundled training - NOTE: For some OPNET APM and NEOP product lines, standard training is included in the maintenance offering. |
OPNET Premium | Riverbed Gold |
24x7x365 telephone access to Technical Support Service | 24x7x365 access to website, phone, and email support |
Software support, including maintenance releases and software upgrades | Software support, including maintenance releases and software upgrades |
Hardware support - customer ships the inoperative hardware to OPNET for repair following issuance by OPNET of an RMA. At the same time, OPNET ships to customer replacement hardware in an effort to minimize loss of use. The shipping party shall be responsible for all shipping costs. Delivery times not guaranteed. | Hardware support - in the event of a hardware failure, Riverbed provides advance replacement. Replacement requests confirmed by 2:00 PM local time of the support depot during a normal business day will be shipped for next business day delivery. Delivery time may depend on International customs clearing and export/import laws and regulations for non-US destinations. |
Bundled training - customers receive access to training. | Bundled training - NOTE: For some OPNET APM and NEOP product lines, standard training is included in the maintenance offering. |
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?
Support Function | Description | Location | |
1. | Support Site | Riverbed's customer portal to log and track cases and engage with support engineers | Riverbed Support |
2. | Splash | Riverbed's user community for knowledge sharing and exchange | Riverbed Splash |
3. | Knowledge Base | Find answers to many support questions and issues in Riverbed's support knowledge base | Knowledge Base |
4. | My Tech Support Cases and RMAs | Manage support cases and RMAs using both legacy OPNET or new Riverbed Case numbers | My Riverbed>Support Cases>Cases & RMA |
5. | Licensing Information | Obtain licensing information related to your product. |
Select the OPNET licensing option on the left. |
6. | Software Problem Reports search "My SPR" | Find information related to reported bugs | |
7. | Manage "My Account" | Manage account information | My Riverbed > Account Information |
8. | My FTP |
Upload files through Riverbed FTP The files in the incoming directory are hidden and users cannot browse the directory; an existing OPNET FTP directory will remain available in read-only mode through July 31, 2013 For secure file transfer, please contact support@riverbed.com |
Uploading Files to Riverbed |
9. | Support "HELP" documentation and FAQs | Find help files and FAQs | Knowledge Base |
10. | OPNET binary and technical documentation |
Find all OPNET binaries and technical documentation NOTE: The main OPNET product categories will remain the same:
NOTE: only the current release and two previous releases will be available. A support case should be created for access to older versions of binaries and documentation. |
Select Software & Documentation |
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:
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.