Security
Empowers
Business
SOLUTION BRIEF
Maximizing Your Investment in Blue Coat
Selecting the right product or technology to ensure safe and productive business operations over the web is only
the first step. Companies are also looking for ways to maximize their operational efficiency, maintain their service
level agreements, and protect their investments. BlueTouch Support Services are a comprehensive portfolio of
support offerings, and complements Blue Coat’s award-winning network appliances and software products.
BlueTouch services enable you to safeguard your network and maximize your investment.
BlueTouch Services Ensure Your Network is
Up and Running
When your network security and performance are on the line, it is
imperative that you have access to qualified resources and advanced
technical tools when you need them. BlueTouch Support Services
include 24x7 technical support by phone or online, as well as customer
care, and additional service options to match your business and
technical requirements.
Experienced and certified Blue Coat technical support staff is available
at six interconnected support centers worldwide to rapidly respond to
and solve your support requests. BlueTouch Support Service options
protect your business by providing access to software updates and
hardware replacements in addition to many other benefits, and provides
peace of mind to smoothly manage your business and IT operations.
Technical Support
With BlueTouch Support Services, you have access to Blue Coat’s
technical support team of certified service experts who are ready
to assist you to keep your network operational and your Blue Coat
products optimized. Benefits of BlueTouch Support include:
• Unlimited 24x7 technical phone support
• Toll-free phone access in more than 20 countries
• Local language support in select countries
• Immediate response to severity 1 issues
• Skilled routing of calls to an expert Customer Support Engineer with
the right skills for your specific service request
Web-Based Tools
With BlueTouch Support Services, you also have around-the-clock
access to BlueTouch Online (BTO), Blue Coat’s customer support portal.
BTO includes:
• An extensive and easily searchable Knowledge Base
• Product-Specific User Forums
• Security Advisories and Technical Alerts
• Product Documentation
• Entitled Software Releases
• The ability to open and manage your service requests
• The ability to view shipping status of any Return Material Authorization
(RMA)
Hardware Support
With BlueTouch Support Services, as well as under product warranty,
you are entitled to hardware repair or replacement from Blue Coat’s
worldwide network of supply depots:
• Hardware replacement options vary based on your operational
requirements and your service agreement; a range of response
times is available to meet your needs (see the table below for
option details).
• Onsite support by a qualified technician (available on select
service options).
• The ability to dispose of old equipment via BluePlanet™, Blue Coat’s
environmentally friendly product recycling initiative.
BLUETOUCH SUPPORT OPTIONS
Security
Empowers
Business
SOLUTION BRIEF
© 2013 Blue Coat Systems, Inc. All rights reserved. Blue Coat, the Blue Coat logos, ProxySG, PacketShaper, CacheFlow, IntelligenceCenter, CacheEOS, CachePulse, Crossbeam, K9, the K9 logo, DRTR, Mach5, Packetwise, Policycenter, ProxyAV, ProxyClient,
SGOS, WebPulse, Solera Networks, the Solera Networks logos, DeepSee, “See Everything. Know Everything.”, “Security Empowers Business”, and BlueTouch are registered trademarks or trademarks of Blue Coat Systems, Inc. or its afliates in the U.S. and certain
other countries. This list may not be complete, and the absence of a trademark from this list does not mean it is not a trademark of Blue Coat or that Blue Coat has stopped using the trademark. All other trademarks mentioned in this document owned by third parties
are the property of their respective owners. This document is for informational purposes only. Blue Coat makes no warranties, express, implied, or statutory, as to the information in this document. Blue Coat products, technical services, and any other technical data
referenced in this document are subject to U.S. export control and sanctions laws, regulations and requirements, and may be subject to export or import regulations in other countries. You agree to comply strictly with these laws, regulations and requirements, and
acknowledge that you have the responsibility to obtain any licenses, permits or other approvals that may be required in order to export, re-export, transfer in country or import after delivery to you. v.BLUETOUCH-SUPPORT-OPTIONS-EN-v2b-0813
Blue Coat Systems Inc.
www.bluecoat.com
Corporate Headquarters
Sunnyvale, CA
+1.408.220.2200
EMEA Headquarters
Hampshire, UK
+44.1252.554600
APAC Headquarters
Singapore
+65.6826.7000
Additional Resources:
Technical support case handling: http://www.bluecoat.com/support/support-policies/case-handling
RMA information: http://www.bluecoat.com/support/support-policies/rma-info
Summary
BlueTouch Support Services complement Blue Coat’s award-winning products, ensuring that customers derive maximum value. To learn more about
BlueTouch Support Services, and our portfolio of Training, Proactive and Professional Services, contact your Blue Coat Sales Representative or
authorized Blue Coat Reseller or visit us at www.bluecoat.com/support.
BlueTouch Support Service Options Overview
DESCRIPTION OF SERVICE
SERVICE OPTION PACKAGES
STANDARD STANDARD PLUS ADVANCED
1
PREMIUM
1
PREMIUM PLUS
1
SOFTWARE
SUPPORT
6
TECHNICAL SUPPORT
Online Web Support
24 x 7 Phone Support
SOFTWARE UPDATES
Minor and Maintenance OS Software Updates
Major OS Software Releases
HARDWARE
4 hour arrival, 7 days a week
4 hour arrival during regular business hours
2
Next business day arrival
3
Same day shipment
4
10 day return to factory for replacement
5
TECH Onsite Technician
Blue Coat technician installs replacement hardware.
Optional Optional Optional
1
Guaranteed delivery options must be approved by Blue Coat prior to purchasing.
2
Request must be validated by 1 p.m. After 1 p.m., hardware will arrive by 12 noon the following business day.
3
Request must be validated by 1 p.m. After 1 p.m., hardware will arrive the next consecutive business day.
4
Request must be validated by 1 p.m. Actual hardware delivery time is not guaranteed.
5
Faulty hardware shipped to Blue Coat. Upon receipt, Blue Coat will ship a replacement within 10 business days.
6
Available on Blue Coat “software only” products.
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