Frequently Asked Questions - Support for Riverbed Customers using SteelCentral Aternity or AppInternals products

Categories:
Solution Number:
S29134
Last Modified:
2021-02-05
Issue

Riverbed Technology, Inc. announced that Aternity would be an independent division focused on Digital Experience Management (DEM) in July 2019. As of January 2020, Aternity began operating as an independent company in order to drive greater focus on the significant DEM market.

Aternity is excited to welcome Riverbed's customers to its Support community. The following FAQ should assist you in answering key questions related to support resources, site access, documentation, and software downloads that will be received from Riverbed. We look forward to working with you.


 

Solution
 
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 May 18, 2020, Riverbed commercial customers seeking assistance for SteelCentral Aternity or AppInternals products will need to open support cases on the Aternity Support Community portal. Aternity Support migrated case history for active accounts to the new Support portal. Customers may need to re-register profiles on the Aternity Portal for proper account assignment and activation.  
For our Public sector and Federal customers, please continue to use Riverbed’s support site. The Aternity Support team will continue to service case requests on the Riverbed portal. We anticipate migration of this customer group to the Aternity Support community near mid-year, 2021.    
Will Aternity honor my Riverbed support contract?
Existing Riverbed support contracts will be honored by Aternity. The following is a brief summary:
Aternity Software Support
24x7x365 access to website, phone and email support
Software support, including maintenance releases and software upgrades.
 
 
 
How do I obtain an Aternity Support website account? 
On May 18, 2020 existing Riverbed customers with a Riverbed support website account will receive an email containing a link for access to the Aternity Support website. The email will include a request to reset your password to gain access to all Aternity Support tools.
If you are unable to locate the email or did not receive one, you may register for an Aternity Support website account. This link will guide you through a process to obtain Aternity Support Community credentials. You will need to input a “new” Aternity Product Identifier (PI) for registration. The Aternity PI asset code differs from the Riverbed assigned code and will not work for Aternity Portal registration. If you do not know your Product Identifier, please contact Aternity Support for assistance and provide the Riverbed PI code for cross-reference account assignment.
 

Where will I find Aternity support resources?
Aternity Support Community Portal Aternity Support Community homepage (https://support.aternity.com)
Submit a Case (non-Federal) Submit a case and upload files on the Aternity Support Community portal.

 
Submit a Case (Federal) For our Federal customers, please submit a case using Riverbed Support Submit a Case form.
Software Downloads Aternity On-premise customers: You may download software images from the Aternity Support Community portal: EUEM customer product downloads are available here: Aternity EUEM. AppInternals customer products downloads are available here: Aternity APM.

Aternity SaaS customers: Agent and Designer packages may be downloaded directly from your SaaS tenant from Cog Wheel > Agent Download. For other EUEM/APM products and tool packages, you may download from the Aternity software download page.
 
Federal customers: Please submit a support case to request the latest Aternity software packages not on the Riverbed Software downloads site.  Aternity Support will provide download links to the latest product versions.  We are planning to migrate Support site access in Q2/Q3 of 2021 for complete site transition and download services.
Product Documentation for Aternity EUE and APM products Visit Aternity Online Help site: help.aternity.com
Installation and Upgrade Guides for Version 12 Visit Aternity Help
Learning Portal Aternity's Learning Portal will remain as is until further notice
Ideas Portal Visit Aternity's Aternity DEM Ideas Portal 
Aternity SaaS Aternity Hosted and Cloud site access will remain unchanged. NOTE: Aternity SaaS logins will remain the same. There will be no changes to your SaaS login account unless customized for SSO login through your local Aternity administrators.

Will the Riverbed’s support site remain active?
Yes. Similar features and functionality exist on the Riverbed site, although the navigation will be different. For our Federal customers, please continue to use Riverbed’s support site as you have been. For our non-Federal customers, please use the new Aternity Support Community portal.

Where can I find product release announcements?
At Aternity, we notify our customers of new releases via the Aternity Support Announcements articles and banners visible on the main Aternity Support portal. SaaS customers will receive new feature announcements upon login to your tenant site. Details of new features are also posted on the Aternity Online Help.

Where can I direct questions NOT related to technical support?
General questions related to Aternity’s support offerings and other non-technical questions can be submitted through the Aternity website contact form: Contact Us.

 

NOTICE: Riverbed® product names have changed. Please refer to the Product List for a complete list of product names.
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