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

Categories:
Aternity APM, Aternity EUEM
Solution Number:
S36150
Last Modified:
2022-09-16
Issue


Riverbed is excited to welcome Aternity 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 more simarities 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?
Effective August 27, 2022, Aternity customers seeking assistance for Aternity or AppInternals products will need to open support cases on the Riverbed Support portal. Aternity in collaboration with Riverbed Support, migrated Aternity Support contacts and case history for active accounts to the Riverbed Support portal. Customers may need to re-register profiles on the Riverbed 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 currently serves case requests on the Riverbed portal.    
Will Aternity honor my Aternity support contract?
Existing Aternity support contracts will be honored by Riverbed. 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? 
Shortly after the Support portal migration, Aternity customers with active Support portal accounts will receive an email containing a link with 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 guide you through a process to obtain Riverbed Support website credentials. You will need to input a “new” Riverbed Product Identifier (PI) for registration. The Aternity PI asset code differs from the Riverbed assigned code and will not work for Riverbed Portal registration. If you do not know your Product Identifier, please contact Riverbed Support for assistance and provide the Aternity PI code for cross-reference account assignment.
 
Where will I find Aternity support resources?
Riverbed Support Portal Riverbed Support homepage (https://support.riverbed.com)
Getting Started Review guide for Getting Started with Riverbed Support Site.
 
Submit a Case Open a case and upload files on Riverbed Support portal - Submit a Case
Software Downloads Aternity EUEM/APM On-premise customers: You may download software images from the Software & Documentation > Applications Performance Management site:
Aternity SaaS customers: EUEM agent (Win & Mac), Designer, or APM agent packages may be downloaded directly from your SaaS tenant from Cog Wheel > Agent Download.
For other Aternity or AppInternals product tools and packages, download from the Riverbed Support portal > Application Performance Management software sections.
 
Product Documentation for Aternity EUEM and APM products Visit Aternity Online Help site: help.aternity.com
KnowledgeBase Aternity knowledgebase articles were migrated to Riverbed Support Portal > Tools and Resources > Browse by Category > Select Category: Aternity
Or you can search for the required KB article on Riverbed Support Portal
Repository (Application Signatures, Custom Monitors, Remediation Scripts, etc.) Aternity Repository content was migrated to Riverbed Support Portal > Tools and Resources > Browse by Category > Select Category: Aternity, Sub-Category: Repository, Or use Direct Link
Or you can search for the required content on Riverbed Support Portal
Installation and Upgrade Guides for Aternity OnPremise Server Visit Aternity Online Help site: Install Aternity On-Premise  12.2
AppInternals License Activation AppInternals license activation moved to the Riverbed Support portal.   Visit the Licenses section in Riverbed Support.  For guidance, refer to the License Configuration Screen > Set License section in the product documentation.
Aternity Courseware Aternity customers should now use the Riverbed Education site.   Review the Riverbed Education Welcome Guide 
Ideas Portal Visit Aternity's DEM Ideas Portal to view and submit feature requests from the Riverbed Support Community site.

Will the Aternity’s support site remain active for customers?
No. As part of the migration, Aternity Support portal will redirect to the Riverbed Support portal for all future case activity. Customer's active and historical cases will be migrated to related accounts and contacts in Riverbed. Aternity Support team will have limited access to reference case history until the site is decommissioned.

Where can I find product release announcements?
Riverbed Community site is the centralized repository for all Riverbed product release notifications. View Announcements

Riverbed Support profiles enables customer's subscription features to various Riverbed product notifications. Login the Riverbed Support portal, select My Riverbed > Mailing Subscriptions to update your subscription preferences. Refer to Article-S24805

SaaS: Aternity SaaS customers will be notified of new releases via the "What's New in Aternity SaaS" icon visible on the portal navigation upon site login. As new Agent releases are available, the SaaSAdmin team will update accounts with releases visible in the "Agent Deployment" section. 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 Riverbed contact form: Contact Us.

 

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