Frequently Asked Questions - Support for Aternity Customers

What are the key dates and events for the transition?

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

There are a lot more similarities than differences in the way Aternity 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.

How do I get support for my Aternity Products?

As of January 30, 2017, Aternity support customers will need to reach out to Riverbed’s support team to receive support on Aternity products.  

• 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, including global phone numbers.

Will Riverbed honor my Aternity support contract?

Existing Aternity support contracts will be honored by Riverbed.  Descriptions of the Riverbed Support packages can be found at Support Plans. The following is a brief summary:

How do I obtain a Riverbed Support website account? 

On January 30, 2017 existing Aternity customers with an Aternity support website account will receive an email containing a link for access to the Riverbed Support website.  The email will include 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 may register for a Riverbed Support website account.  This link will walk you through a process to obtain Riverbed Support website credentials.  You will need access to your Riverbed Product Identifier, which will be emailed separately on January 30, 2017.  If you don't know your Product Identifier, please contact Riverbed Support Customer Care for assistance.

If you do not have an Aternity support website account, you may register on January 30, 2017 for a Riverbed Support website account at support.riverbed.com using a Riverbed product identifier (serial number).
 

Where will I find former Aternity support resources?

Will the Aternity support site remain active after the cutover?

No. Similar features and functionality exist on the Riverbed site, although we recognize the navigation will be different.

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

All open cases will be assigned a new Riverbed case number on January 30, 2017.  Aternity customers will receive one email listing all open cases with both legacy Aternity and new Riverbed Support case numbers.  Open cases may be searched using both the Aternity and Riverbed case numbers.

Where can I find product release announcements?

At Riverbed, we notify our customers of new releases via email, Facebook, Twitter, and Splash (our online community).  You can adjust your email subscription settings here (a Riverbed Support site login is required to manage your email subscription settings.)

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.

Outstanding Quotes and Deal Registration

Riverbed will be honoring all written quotes issued by Aternity prior to December 31, 2016. After the expiration of such quotes, all new quotes for Aternity products will be issued as Riverbed quotes and subject to Riverbed pricing.

All outstanding Aternity deal registrations will be honored by Riverbed. Starting January 1, 2017, new deal registrations can be requested through the Riverbed Partner Portal, to which access will be provided as a part of the partner on-boarding process.

Purchase Orders

Purchase orders can no longer be issued to Aternity. All purchase orders issued for the Aternity product effective January 1, 2017, should be made out to Riverbed Technology by geography as follows:

Credit and Collections

As part of the integration with Riverbed, it is important to review the following key points to help with a smooth transition:
 

• Standard payment terms are NET 30. If other terms are required, please engage your Sales Manager for proper escalation and approval.
• New bank remittance addresses will need to be updated in your ERP System to:

• Invoices will be emailed to your accounts payables team within 24 hours of invoice generation.
• Any existing sales tax certificates will need to be re-issued to Riverbed Technology, Inc. or Riverbed Technology Pte. Ltd. to avoid being billed sales tax in error.