Riverbed Platinum Support
Software
Teneo provides access to Riverbed's support website where software updates including major
and maintenance releases, can be downloaded for a period of 12 months. The support website can
be accessed at https://login.riverbed.com/login_support.htm.
Hardware
Riverbed provides advanced replacement in the event of equipment failure. Up to 4 hour on-site
hardware replacement once an RMA number has been generated. This is dependent on the geographical
location of the deployed hardware.
To request an RMA number, please contact Teneo support.
Phone Support
To open a support ticket call 0845 299 0623 or email support@teneo.net. Support
can also be requested online at http://www.teneo.net/support/contact.
Riverbed Gold Support
Software
Teneo provides access to Riverbed's support website where software updates including major and
maintenance releases, can be downloaded for a period of 12 months. The support website can be
accessed at https://login.riverbed.com/login_support.htm.
Hardware
Riverbed provides advanced replacement in the event of equipment failure. Once an RMA has been
generated a replacement unit will be shipped on the Next Business Day from one of Riverbed's support
locations. To request an RMA number, please contact Teneo support.
Phone Support
To open a support ticket call 0845 299 0623 or email support@teneo.net. Support
can also be requested online at http://www.teneo.net/support/contact.
Riverbed Silver Support
Software
Teneo provides access to Riverbed's support website where software updates including major and
maintenance releases, can be downloaded for a period of 12 months. The support website can be
accessed at https://login.riverbed.com/login_support.htm.
Hardware
Once an RMA has been generated Riverbed will repair or replace the hardware through ground
delivery, after receiving the failed unit. To request an RMA number, please contact Teneo support.
Phone Support
To open a support ticket call 0845 299 0623 or email support@teneo.net. Support
can also be requested online at http://www.teneo.net/support/contact.
Teneo XX10 Technical Support
Software
Teneo offers a bespoke support service for customers with Riverbed units that are classed by
Riverbed as "End of Support" - meaning no software upgrades are made available. To this extent no
further software updates can be supplied. No bug fixes or patches will be available and section 13
of Teneo's Terms and Conditions that relate to software do not apply to XX10 support services.
Hardware
Teneo holds a stock of maintenance units and provides a Next Business Day engineer on site
service to replace faulty hardware. New hardware will be at least equivalent but maybe of a higher
level and could be a more recent model than the unit being replaced.
Phone Support
To open a support ticket call 0845 299 0623 or email support@teneo.net. Support
can also be requested online at http://www.teneo.net/support/contact.
Castle Rock Support
Software
SNMPc comes with 12 months free software updates. This includes technical support, bug fixes
and major product updates. In order to activate your support account please visit
http://www.castlerock.com/support.
Phone Support
To open a support ticket between 09:00 - 17:30 UK time Monday to Friday call 0118 983 8600 or
email support@teneo.net. Support can also be requested
online at http://www.teneo.net/support/contact.
Allot Gold Support Plan
Software
Teneo provide access to Allot's support website where software updates including major and
maintenance releases, can be downloaded for a period of 12 months. The support website can be
accessed at http://www.allot.com/support/login_only.asp.
Hardware
Allot provide advanced replacement in the event of equipment failure. Once an RMA has been
generated a replacement unit will be shipped on the Next Business Day from one of Allot's support
locations. To request an RMA number, please contact Teneo support.
Phone Support
To open a support ticket between 09:00 - 17:30 UK time Monday to Friday call 0118 983 8600 or
email support@teneo.net Support can also be requested online at http://www.teneo.net/support/contact.
Out of hours support is provided on a 24x7 basis by opening a trouble ticket by emailing
support@allot.com or telephoning 1 (650) 401-2266
ASG Support
Software
Software updates including major and maintenance releases can be downloaded from the ASG support
website at http://www.asg.com/support.
Phone Support
To open a support ticket between 09:00 - 17:30 UK time Monday to Friday call 0118 983 8600 or
email support@teneo.net Support can also be requested online
at http://www.teneo.net/support/contact.
Out of hours support is provided on a 24x7 basis by opening a trouble ticket by emailing
support.emea@asg.com or telephoning 0800 3544 3578.