Issue
A customer or partner may request to have the status of any asset changed to Decommissioned. To be decommissioned, the unit must be owned by the customer or partner and must no longer be in use. Once the asset status is changed to Decommissioned, it will no longer be visible in the default Asset View in the My Riverbed section of the Riverbed Support Site. Additionally, the asset will no longer be subject for support renewal. To view Decommissioned assets, the customer or partner will need to click the box View All Assets in the assets section of the My Riverbed section of the Riverbed Support Site.
To initiate the decommissioning process an email should be sent to renewals-admin@riverbed.com. The email must contain the following information:
• Serial number(s) to be decommissioned
• Model name and number
• Date to be decommissioned
• End user company name
• Partner name (if applicable)
• Name of requester
• Title
If a partner is requesting a decommission of an asset on behalf of a customer, they must confirm that they have the authorisation to do so. If an asset is decommissioned by a Riverbed partner on behalf of a customer, without approval and that asset(s) is subsequently required to be re-commissioned, the partner will be liable for any back support fees to cover software patches, updates and upgrades.
Customers do not have the ability to provide early notification of plans to decommission an asset – requests to update the asset to Decommissioned status will only be accepted from the time of (or after) actual decommission.
NOTE: No refunds on support contracts are available for assets that have been decommissioned prior to the support contract expiration date as Support purchases are non-refundable.
Assets with a status of Decommissioned are not eligible for further Support renewal.
If a customer or partner re-installs a previously decommissioned asset, they must have the status changed back to its previous status before the asset can be renewed for support. To have the status changed back an email should be sent to renewals-admin@riverbed.com containing the same information when requesting a decommission. Active support will be back dated to the point when the asset last had an active support contract, as well as the following 12months. This is in line with Riverbeds continuous support policy.
