The Riverbed General Terms are the master agreement for everything Riverbed Technology LLC and its affiliates sell. That covers Cloud Services, Hardware, Software, Support Services and Professional Services.[1] The “Agreement” is the General Terms, the exhibits they reference and every Order placed under them.[1] The Software, Hardware, Cloud Services and Professional Services exhibits apply once the customer orders the relevant Offering. The Additional Use Rights, the Support Services Description, the Data Processing Addendum and the End of Life (EOL) policies are incorporated by reference to riverbed.com URLs.[1][10] The General Terms take effect on the earliest of three dates: the customer’s first use of an Offering, the effective date of its first Order that references the terms, or its click-through acceptance.[1] Riverbed may update the online terms, but any other change needs a signed writing from both parties.[1]
Editions
The retrieved document set has no editions. It consists of these versioned documents:
| Document | Version | What it adds |
|---|---|---|
| General Terms | v1-2026 | Ordering, payment, warranties, proprietary rights, termination, liability, indemnity, audit, governing law[1] |
| Software Exhibit | v11-2023 | Licence grant, copying, contractors, restrictions[2] |
| Hardware Exhibit | v11-2023 | Hardware needs a software licence; software bound to the unit; one-year hardware warranty[3] |
| Cloud Services Exhibit | v1-2026 | Access right, agents, acceptable use, customer data[4] |
| Additional Use Rights | v.091726 | Metrics and product-specific rules[6] |
| Support Services Description | v04-2026 | Support levels, renewal, lapse and transfer[5] |
Metrics
The General Terms do not define metrics. The Software Exhibit licenses “the number and type of Software licenses specified in the applicable Order” for the stated duration. The metric definitions themselves are in the Additional Use Rights.[2][6] See Riverbed licensing for the metric rows.
Counting / floors
Use rights (Software Exhibit v11-2023). The licence is limited, non-sublicensable, non-transferable and nonexclusive. It covers use in object code, only for internal business use and in line with the Documentation and the Additional Use Rights.[2] Configurations may be copied as needed to use the licensed number of copies, and otherwise only for backup and archive. This does not extend to software embedded in hardware.[2] Contractors and outsourcers may operate the Solutions on the customer’s behalf, and the customer remains responsible for them.[2] Catalog proof: Software is licensed for the number, type and duration in the Order, for internal business use; Contractors and outsourcers may operate Riverbed Solutions on the customer’s behalf.
Restrictions. Section 2 of the Software Exhibit bars copying, modifying, reverse engineering, reselling, sublicensing, renting and leasing. It also bars “timesharing or service bureau purposes”, use for a third party’s benefit, publishing benchmarking results and developing a competing product.[2] Cloud Services may not be used to provide a hosted or managed service to others, and non-Authorized Users may not be given access.[4] Catalog proof: No service bureau use, third-party benefit or published benchmarks.
Hardware binding. Hardware-based Solutions will not work without a valid software licence. Software provided with a Hardware unit is valid only for that unit, unless the unit is replaced under the hardware warranty.[3] Catalog proof: Software supplied with hardware may be used only on that hardware unit.
Virtualization & partitioning
The General Terms and exhibits contain no virtualization clause. Rules about backup servers, virtual instances and cloud portability are in the Additional Use Rights and are covered in the product articles.[6] See SteelHead and Flex licensing.
Cloud / BYOL
Cloud Services are available to the customer’s Authorized Users for the Subscription Term, under the Service Level Agreement. Riverbed may modify a Cloud Service if it does not materially reduce its overall functionality during the term.[4] Customers may not submit sensitive or regulated data unless agreed otherwise. Examples are special-category personal data, HIPAA-regulated health information and payment card data.[4] After the Agreement ends, the customer has a sixty-day Retrieval Right to export its data.[4]
Programs
Support Services
Levels. Riverbed offers three support levels: Gold, Gold Plus and Platinum. Gold is the only level for Software and Cloud Services, and Gold Plus and Platinum are only for Hardware.[5] Subscription-based Software and Cloud Services include support.[5] Enhancements may be installed only on Solutions “covered by an active Support Services plan”.[5]
All-or-nothing support. “The purchase or renewal of Support Services for any Solution purchased by Customer requires the purchase or renewal of Support Services for all Solutions purchased by Customer”. Riverbed does not have to provide support if this condition is not met.[5] Keeping support on only part of an estate is therefore not provided for in the standard terms. Catalog proof: Support must be bought or renewed for all Riverbed Solutions, not a subset.
Lapse and reinstatement. If support or a subscription lapses through non-renewal, a later purchase is treated as retroactive to the end of the previous term. The customer pays the fees for the Lapsed Period “plus a reinstatement charge equal to 10% of the go-forward annual Support Services and/or Solution subscription fees”.[5] If a renewal is not paid before expiry, Riverbed may suspend access. On renewal, it may raise fees for subscription Offerings up to the then-current list price.[5][1] Catalog proof: Lapsed support or subscriptions are back-billed with a 10% reinstatement charge; Subscription fees may rise to list price on renewal.
Transfer of support. A support plan cannot be transferred to another Solution or to a third party, “including in connection with Hardware title transfers”. There are two exceptions: an authorized RMA replacement, and a transfer to a Spare or Cold Spare.[5] Customers who bought partner-delivered support contact the partner first.[5]
End of Life Policy
Riverbed generally announces End of Availability (EOA) 60 to 90 days in advance.[7] For Appliance products, telephone, email and web support, hardware repair and software maintenance continue for five years from the EOA date. Hardware Upgrades may be sold for up to two years after EOA, and License Upgrades for up to four years.[7] For Software products, support and maintenance also continue for five years after EOA. “Riverbed will support Subscription products until the end of the customer’s then-current subscription term.”[7] Riverbed normally supports the current major or minor release, plus the previous one for a year after the current release became generally available.[7] The policy does not apply to SteelConnect EX, Aternity or former OPNET products.[7] Catalog proof: Appliances are supported for five years after End of Availability.
Non-production licences
- Spares. A spare or cold spare may be used only to replace a fully licensed product that has stopped working and has been disconnected from network and power. On replacement the spare becomes the licensed product. If it is misused, the customer pays the difference between the full product price and the spare price.[6] Cold Spares are Appliance products “sold without any software license”.[7] Catalog proof: Spares may replace only a failed, disconnected licensed product.
- Lab Units and NFR Software. Lab Units, lab products and development licences are only for internal lab testing, not production. NFR Software licences expire one year after the key is delivered and are only for internal testing and demonstrations.[6] Catalog proof: Lab units and NFR software are non-production only.
- Evaluations. Evaluations are governed by the Riverbed Evaluation Agreement.[9] If no end date is set, the Evaluation Period is 30 days from shipment or key issue. Use is limited to internal testing, and there is no support entitlement.[8] Riverbed’s liability for No-Charge Offerings is limited to USD 1,000.[1] Catalog proof: Evaluations default to 30 days and are for internal testing only.
- PS Usage Products. Products installed only for a professional services engagement remain Riverbed’s property. They must be returned or uninstalled within fifteen days of Riverbed’s request.[6]
Contract terms
Licensed, not sold. “All Software is licensed by Riverbed, and not sold”. Riverbed keeps all rights in the Cloud Services, Software, Documentation and Usage Data.[1] Riverbed collects Usage Data, including technical logs and configuration and performance data, among other things to “verify compliance with the terms of the Agreement”.[1]
Ordering and channel. All Orders are non-refundable and non-cancellable unless the Agreement says otherwise.[1] When a customer buys through a Channel Partner, the ordering, payment and delivery sections do not apply. Pricing, invoicing and delivery are then agreed with the partner, but the licence terms still apply.[1]
Assignment. “This Agreement is personal to Customer”. The customer may not assign, transfer or sublicense any obligation or benefit without Riverbed’s prior written consent, and Riverbed may assign freely.[1] The ban on selling or reselling any Solution in the Software Exhibit, together with the rule that support does not follow a hardware title transfer, means second-hand Riverbed equipment carries no licence or support transfer by default.[2][5] Catalog proof: The agreement and licences may not be assigned or transferred without consent.
Termination and suspension. Either party may terminate for a material breach that remains uncured 30 days after notice. On termination or expiry, “all subscriptions, licenses, rights to use or access the Offerings will cease”.[1] Riverbed may suspend Offerings for undisputed fees 30 or more days overdue after notice. It may also suspend them for breach of licence or usage restrictions or export rules, to avoid material harm, or where legal process requires it.[1] Catalog proof: All licences end when the agreement terminates or expires.
Indemnity. Riverbed defends claims that the Solutions infringe patents or copyrights registered in the United States as of the Effective Date.[1] If Riverbed ends an entitlement over such a claim, it refunds prepaid subscription fees pro rata for the remaining term. For perpetual licences, it refunds the fees less “straight-line depreciation over a five-year period”.[1] Catalog proof: Infringement remedy refunds subscriptions pro rata and perpetual licences less five-year depreciation.
Liability and law. Aggregate liability is capped at the fees Riverbed received in the twelve months before the claim arose.[1] Governing law depends on where the customer is located. Asia Pacific customers are under Singapore law and courts. EMEA customers are under the law of England and Wales, with ICC arbitration in London. All other customers, including the Americas, are under California law with courts in San Francisco.[1] For U.S. Public Sector End Users, the U.S. Public Sector Addendum replaces or modifies the referenced provisions.[1]
Open source. Source code that Riverbed publishes, for example on GitHub, is under its accompanying licence, or the MIT License if it has none. This does not cover open source embedded in Riverbed’s commercial products. Riverbed provides source for embedded components on request where their licence requires it.[6]
Audits and compliance
Audit clause (General Terms s.16.9, v1-2026). Riverbed, or an accountant or auditor it appoints, may inspect the customer’s books and records about the Agreement and its compliance. It must give at least two weeks’ advance written notice. The inspection covers “up to two prior years of records from the date of such audit”. It takes place during normal business hours and in a way that does not materially interfere with operations, and the customer must give reasonable assistance.[1] If the audit finds a breach, the customer reimburses Riverbed’s actual audit expenses. It must also compensate Riverbed “at Riverbed’s then-current list price” for any unauthorized use or access. There is no materiality threshold before the audit costs shift to the customer.[1] Riverbed may also require written assurances of compliance, including with the Additional Use Rights.[1] Catalog proof: Riverbed may audit two years of records on two weeks’ notice.
Product-level usage records. Some products produce usage data that can be compared with entitlements outside a formal audit. Packet Analyzer Plus usage logs must be kept and handed over on request, and excess use is invoiced at list price. Node executions for Riverbed IQ and Aternity automation, and the SteelHead SaaS AppUnits, can be invoiced for excess use after two notices.[6] Misused spares, lab units and NFR licences are charged at the price difference.[6] Catalog proof: Packet Analyzer Plus usage logs must be kept and excess use is invoiced at list price. For the general discipline, see software license audit and true-up.
Litigation
The retrieved Riverbed documents record no lawsuit arising from a Riverbed licence audit of a customer, and no primary court record of such a case was identified for this article.
Out of scope
- The Professional Services Exhibit, the Services Terms for Extended Support and the Data Processing Addendum.
- Support case priorities and target response times. These are published in the Support Services Description but are not licensing terms.[5]
- Local Agreements with Riverbed affiliates, which take precedence for the Orders they govern.[1]