Frequently Asked Questions - Support for Xirrus Customers

Categories: Principal Article, Riverbed Support Web Site
Solution Number: S31279

Issue

Riverbed Technology Inc. announced its acquisition of Xirrus on 19 April 2017. The companies will begin delivering technical support as an integrated entity effective 08 January 2018.

Riverbed is excited to welcome Xirrus 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.

Solution

What are the key activities and dates?
Date Activity
Prior to 08 January 2018 Xirrus customers continue to use Xirrus support site and support phone number.
08 January 2018 Xirrus customers will receive an email with a Riverbed Support site login (contact ccare@riverbedsupport.com if email was not received)
08 January 2018 Xirrus customers with existing open cases will receive Riverbed case numbers (contact ccare@riverbedsupport.com if email was not received)
08 January 2018 Xirrus customers begin using Riverbed Support site and support phone numbers.


How Do Xirrus Support and Riverbed Support Offerings Compare?
Both Xirrus and Riverbed offer world-class support to help customers fully leverage the value of their investment. There are many similarities in their delivery of Maintenance and Support. The table below shows a comparison of the complimentary Support Offerings.
 
Xirrus Premium Software Support Riverbed Silver
Xirrus Premium Software Support.
Includes unlimited software upgrades and priority phone/email support.
24x7x365 access to website, phone, and email support.

Software support, including maintenance releases and software upgrades.

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
Xirrus Premium Hardware Support Riverbed Gold
Xirrus Premium Hardware Support.
Includes next day advanced hardware replacement and priority phone/email support.
24x7x365 access to website, phone, and email support.

Hardware support — in the event of a hardware failure, Riverbed provides advance replacement. Replacement requests confirmed by 2:00 PM local time of the supporting 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.
Xirrus Hardware Warranty Only Riverbed Warranty Only
Please contact Riverbed Renewals: renewals@riverbed.com to learn more about a Limited Time Promotion to Riverbed Silver Level Support. Visit Support Renewals to learn more.
Hardware support — customer ships the inoperative hardware to Xirrus for repair following issuance by Xirrus of an RMA. Customer is responsible for inbound shipping costs to Xirrus. Xirrus shall be responsible for return shipping costs to the customer.

Warranty only does NOT include entitlement to software support.
Xirrus product warranty only support at Riverbed 24x7x365 access to website.

Hardware support – in the event of a hardware failure, Riverbed provides reasonable effort to deliver 2-day advanced replacement. Customer is responsible for inbound shipping costs to Riverbed.

Warranty only does NOT include entitlement to software support.


When will Xirrus Product support be transitioned to Riverbed?
As of 08 January 2018, Riverbed will be supporting all Xirrus customers with valid support contracts. As the Xirrus support team becomes part of Riverbed, customers and partners will continue to receive the highest level of support.

How do I contact Riverbed Support?

What will happen to my active Xirrus Support contract?
All existing Xirrus Premium Software Support will be transitioned to Riverbed Silver Support. Similarly all Xirrus Premium Hardware Support will be transitioned to Riverbed Gold Support. Descriptions of the support packages can be found at Support Plans. The following is a brief summary:
Riverbed Support Level Description
Silver TAC / Software Upgrades / Parts Exchange - Return to Factory
Gold TAC / Software Upgrades / Advanced Replacement Parts Exchange - Next Business Day1
1 Extended delivery time will be experienced for some international locations


Existing Xirrus 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 get software support?
Riverbed Software Support
24x7x365 access to website, phone and email support
Software support, including maintenance releases and software upgrades


Will the Xirrus support site remain active after the cutover?
After 08 January 2018, the Xirrus support site will be redirected to the Riverbed Support site. Xirrus customer should visit Riverbed Support for support. Read What functionality is available on the Riverbed Support site for customers? to learn more.


How will I get replacement units in advance of a return?
  • Riverbed provides advance replacement part(s) for Gold and Warranty support coverage.
  • Contact Riverbed Support to obtain a Return Material Authorization (RMA). Riverbed Support will confirm that the product is defective and an advance replacement part is required. Refer to “How do I contact Riverbed Support?
  • Warranty Coverage: Riverbed provides reasonable effort to ship an advance replacement part within 2 business days.
  • Gold Coverage: Riverbed will ship an advance replacement for next business day delivery, if confirmed by 2:00 PM local time.


How do I return the failed hardware to Riverbed?
  • Return shipping instructions are emailed to the requestor at the time of RMA issuance, and are also included with the advance replacement shipment for Gold and Warranty support coverage.
  • Riverbed is responsible for return shipping costs, including all taxes and duties for Gold support coverage in most countries, and customer is responsible for return shipping costs, taxes, and duties for Warranty and Silver support coverage.
  • Riverbed will not accept COD shipments.
  • Please refer to shipping table for a list of countries and shipping cost responsibility.
  • http://www.riverbed.com/supportservicedescription


What is the primary language that will be used when calling in for support?
English is the primary language for communication on support cases; however, select members of the Support team can also speak many other languages such as Arabic, Armenian, Cantonese, Czech/Slovak, Dutch, Farsi, French, German, Gujarati, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Mandarin, Polish, Portuguese, Russian, Spanish, Thai, Turkish, Ukrainian, and Vietnamese.

Riverbed will provide language support on a best effort basis.


How do I obtain a Riverbed Support site account?
On 08 January 2018, all existing Xirrus customers with an open Xirrus case will receive an email containing a link for access to the Riverbed Support site. The email will include a request to reset your password to gain access to the Riverbed Support site.

If you did not receive an email or you would like to request additional Riverbed Support site accounts, you may register for an account on the Riverbed Support site: https://support.riverbed.com/content/support/register.html

*To obtain a Riverbed Support site account you will need your hardware serial number. If you don't know your Product Identifier, please contact Riverbed Support Customer Care for assistance.


Where and how can I find my hardware serial number?
  • You may find it at label on the appliance
  • You may run a CLI command “show system-info”
  • You may display the serial number column in XMS-Cloud or XMS-Enterprise
  • You may generate a diagnostic log from the AP WMI
  • You may look at the System information tabs in the AP WMI


What functionality is available on the Riverbed Support site for customers?
Xirrus Support Riverbed Support Equivalent
Xirrus Support Site Riverbed Support (https://support.riverbed.com)
Xirrus Support Center
Account Request
New users may register for a Riverbed support account on the Register page.
Ask the Community Visit Riverbed Splash to post and answer questions about your Xirrus products. Registration to Riverbed Splash is required in order to participate.
Ask Support Users may open a troubleshooting email or RMA ticket using the Riverbed Support - Submit A Case form.
Xirrus Knowledge Base https://supportkb.riverbed.com/support/index?page=content&cat=XIRRUS_WIFI
Xirrus University Xirrus University is not available at this time.
My Xirrus Products For an inventory of your Xirrus products, go to the Asset page of the Riverbed Support site: Support > My Riverbed > Assets

Each serial number links to an asset details page that provides additional information such licenses.
My Xirrus Licenses To view and manage Xirrus licenses for all of your purchases, enter your serial number at the Licenses page of the Riverbed Support site.

To view your XMS-Cloud Subscription, go to the Asset page of the Riverbed Support site: Support > My Riverbed > Assets
Tickets and RMAs To manage Cases (tickets) and RMAs, go to Support > My Riverbed > Cases & RMAs
Software Downloads & Install Guides All Xirrus software and documentation will be listed on Support > Software & Documentation > Xirrus Wi-Fi
My Profile
My Settings
My Account
To edit your support profile and password, and manage contacts and support privileges, go to Support > My Riverbed > Account Information
Files Upload To upload files not related to a case, go to Support > My Riverbed > Account Documents
FTP File Upload To upload to an FTP site, read the KB on KB S13970: How to upload files to Riverbed Support
Email Notifications To manage your email subscriptions, go to Support > My Riverbed > Mailing Subscriptions
Contact Support For a list of Riverbed Support contacts, visit Contact Support
Xirrus EOL (End-of-Life)

Xirrus products added to the EOL list prior to January 8, 2018 will be listed in the Xirrus End-of-Life (EOL) page on the Riverbed Support site.

After January 8, 2018, Riverbed Xirrus products that become EOL will be listed as part of the Hardware and Software End-of-Life Products.

Xirrus XMS-Cloud
Processes and SLA
TBD
Support Document: Vulnerability Statements Search Riverbed Support's Knowledge Base
Support Program (Terms and conditions) Effective 08 January 2018, refer to Riverbed Maintenance and Support Services.
Support Document: Software License and Product Warranty Agreement Effective 08 January 2018, refer to Riverbed Maintenance and Support Services.
Support Document: Hardware Product Warranty Agreement Effective 08 January 2018, refer to Riverbed Maintenance and Support Services.


What will happen to open Xirrus support cases on the date of transition?
Open and historical case content will be migrated to Riverbed’s case management system on 08 January 2018. Open cases will be assigned a new Riverbed case number on 08 January 2018 and you will receive an email providing the new Riverbed case number.


How do I get answers to my questions?
  • You may find answers by searching our extensive Knowledge Base database.
  • You may use the Feedback form to send non-technical questions or comments related to Riverbed's support offerings.


How do I open new support cases?
Support cases may be opened in three ways:
  1. Online: Submit a Case through the Riverbed Support site. (Note, this requires a support site account)
  2. Email: support@riverbed.com
  3. Phone: Visit the Contact Support page for a number closest to your location.


Where can I find product release announcements?

I am a Xirrus partner. Where can I get help?
If you are a Xirrus partner that provides support on behalf of your customer, please contact our support partner program at rasp@riverbed.com. Other partners can request assistance from partners@riverbed.com.

Where can I direct questions NOT related to a technical support issue with a product?
For all questions NOT related to a technical support issue with a product, please send an email to: ccare@riverbedsupport.com
 
NOTICE: Riverbed® product names have changed. Please refer to the Product List for a complete list of product names.
Last Modified: 2018-01-09
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