Field Technician (FE) Scope of Work

Field Technician / Engineer Responsibilities [FE]

Riverbeds Platinum Contract, details of which can be found in the current Riverbed Maintenance and Support  Services located on Riverbeds Support Portal: https://www.riverbed.com/document/legal/description-of-maintenance-and-support-services.pdf, includes the provision of an physical engineer (FE) who will attend site, if required, to assist the customer in replacing hardware and to expedite the resolution of an identified issue.

The FE’s deliverables, once on site, are:

• Work with Riverbed TAC to replace identified faulty hardware
• Recovery of faulty hardware including de-cabling and un-racking where required
• Installation of the replacement hardware including cabling and racking where required
• In some instances, the FE, with support from Riverbed TAC, will replace faulty unit (Field Replaceable Units (FRUs) without removing the appliance from the rack
• Connect to the appliance to establish remote connectivity by programming an IP address/default gateway
• Prepare the defective parts for shipment
   

Our FE’s are not responsible for:

• Performing onsite diagnostics (unless specifically requested by Riverbed TAC)
• Troubleshooting
• Upgrades
• New Installations
• Taking back-ups (customer's responsibility)
• Restoring end-user data (customer responsibility)
• Installing application software (customer responsibility)
• Bringing replacement parts on site
• Removing defective parts from site

Not being an SME, the FE is unable to confirm the appliance is working correctly (i.e. pre-failure), only that they have successfully installed the hardware and established connectivity along with an IP address. At all times the FE will work with Riverbed TAC to complete the hardware swap and will only leave site upon confirmation of the above. Normal onsite time is two hours and there is only one call out per break fix event expected and costed against our Platinum Support.

In summary, the FE is limited to and responsible for the recovery of faulty hardware, installing the replacement hardware and applying basic IP configuration, usually primary interface IP and default gateway. Any additional configuration or RiOS upgrades are the responsibility of the customer who may choose to contact Riverbed TAC for assistance.