To complement existing maintenance services supplied by Riverbed, Computergate Australia has introduced a Managed Service offering to all Riverbed users that offers customers Level 1 & Level 2 helpdesk and specialist proactive support to ensure that their Riverbed equipment is kept running at optimum levels and kept informed of the current status of efficiency.

Customers can now have an active support plan to access support resources beyond the basic hardware warranty. With a Computergate support plan, customers can be assured that they will limit expensive downtime while maintaining the high level of performance expected from their Steelhead appliance deployment.

Riverbed Managed Services Program

Computergate offers various levels of value added service. Installation, proactive Managed Services and a choice of three on-site support levels—Silver, Gold, and Platinum — Customers can choose the program that fits their specific requirements, IT needs, and business goals. This flexibility also means that customers can easily adjust their support levels as their business grows and evolves. Support plans cover a 1-year period.

The type of plan you have determines the exact features available.

Installation

Includes pre-build, on-site and remote configuration

Managed Services

Proactive each month a Computergate technician shall perform the following:

                Remote maintenance

                Software upgrades including patches

                Monthly reports

                Help Desk – 24x7

Silver

With Silver Level Support, customers receive the following:

• 24 x 7 Access to Web Site, Phone, and Email Support

• Software Support, including maintenance releases and major upgrades

• Hardware Support In the event of a hardware failure, Riverbed will repair or replace the hardware through ground delivery, after receiving the failed unit.

Gold

With Gold Level Support, customers receive the following features:

• 24 x 7 Access to Web Site, Phone, and Email Support

• Software Support, including maintenance releases and major upgrades

• Hardware Support In the event of a hardware failure, Riverbed will provide next day advance replacement. See the Return Material Authorization section for more information.

Platinum

With Platinum Level Support, customers enjoy the highest level of customer service available from Riverbed, including the following features.

• 24 x 7 Access to Web Site, Phone, and Email Support

• Software Support, including maintenance releases and major upgrades

• Hardware Support Up to 4 hour hardware replacement. This is only dependent on the geographical location of the deployed hardware.

• Annual Service Review will be conducted by Computergate under the CGA On-Site support PLAN set out in Schedule

For any further information regarding Riverbed products or service, please call 1300 748 663 and any of our Sales staff will be very pleased to discuss your Riverbed sales or support requirements.