Frequently Asked Questions - Support for Aternity Customers

Categories: SteelCentral Aternity
Solution Number: S29134
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Issue

Riverbed Technology, Inc. announced that it entered into an agreement to acquire Aternity, Inc. and its affiliates on July 28, 2016.  The acquisition was completed in August 2016.  The companies will begin delivering technical support as an integrated entity effective January 30, 2017.

Riverbed is excited to welcome Aternity'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 key dates and events for the transition?

Date Activity
July 28 to January 26 Aternity customers continue to use Aternity support site and support phone numbers.
January 27 to January 29 The Aternity and Riverbed support sites may experience intermittent downtimes during the system integration.  Please try again later or if your matter is urgent, contact Support by your usual means. (Aternity phone: 1-888-716-3397, or email support@aternity.com)
January 30 Aternity customers will receive an email containing their Riverbed product identifier (serial number) for their Aternity products under support. The product identifier is required to successfully register for a Riverbed Support website account.
January 30 Aternity customers with Aternity support website accounts will receive an email on how to access their Riverbed Support website account.
January 30 Aternity customers with existing cases will receive an email referencing new Riverbed case numbers.
January 30 Aternity customers may begin using Riverbed Support site and support phone numbers.

 

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.  

 

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:

Riverbed Software Support
24x7x365 access to website, phone and email support
Software support, including maintenance releases and software upgrades.

 

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?

Success Aternity Riverbed Support (Support.riverbed.com)
Case Form and FTP You may submit a case and upload files from Riverbed Support's
Submit Case form
Software Downloads You may download software images from the SteelCentral Aternity software and documentation page.
Aternity SaaS customers may submit a support case to request updates for Aternity Agents.
Product Documentation for Version 9 and later Will remain in Help.aternity.com
Knowledge Base Articles (Technotes) for
Version 6, 7, 8 and 9
Technotes have been migrated to Riverbed Support's Knowledge Base for SteelCentral Aternity
Installation and Upgrade Guides for Version 9 Will remain in the Aternity Knowledge Repository
Product Documentation for Version 6, 7, and 8 Will remain in the Aternity Knowledge Repository
Learning Portal Aternity's Learning Portal will remain as is until further notice
Ideas Portal Aternity's Ideas Portal will remain as is until further notice
Aternity SaaS Aternity Hosted and Cloud (MY & EU) site access will remain unchanged until further notice. NOTE: Aternity SaaS logins will remain the same. There will be no changes to your SaaS login account.


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:

 
Americas
Riverbed Technology
680 Folsom Street
San Francisco, CA 94107
 
Rest of World
Riverbed Technology Pte Ltd.
391A Orchard Road #22-06/10
Ngee Ann City Tower A
Singapore 238873
 

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:

Riverbed Technology, Inc. (Americas)
P.O. Box 202394
Dallas, Texas 75320-2394

US Domestic ACH/Direct Deposit
Well Fargo Bank, NA
ABA Routing #121000248

Riverbed Technology Pte. Ltd. (International outside of the Americas)
 
Bank Name and Address Citibank N.A. Singapore Branch 8
Marina View
#17-01 Asia Square Tower 1
Singapore 018960
Account Name Riverbed Technology Pte. Ltd.
Account Number 0-857547-012 (USD)
SWIFT Code CITISGSG
Bank Code / Branch Code
(for SGD GIRO payment only)
7214/001
 
  • 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.
NOTICE: Riverbed® product names have changed. Please refer to the Product List for a complete list of product names.
Last Modified: 2017-02-28
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