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The Blue Coat Customer Support User Guide is intended to be a reference document and tool to ensure
success through all phases of the product lifecycle, including deployment, maintenance and in optimizing Blue
Coat products within your organization.
This document is available for download and use by Blue Coat customers at http://www.bluecoat.com/doc/11632.
Information in this user guide is organized to reflect the product support & services life cycle, and to reinforce
key support and service programs and policies (these are reinforced by information that is listed in the Blue
Coat web pages, at http://www.bluecoat.com/support).
Our Goal
Blue Coat’s customer services goal is to achieve complete customer satisfaction, wherever and whenever this is possible.
Our approach is to help customers select support and service products that match their business requirements; set
appropriate expectations for the response time, delivery of services, timely resolution of support issues, and excellence in
the overall customer experience.
Blue Coat Customer Service & Support (CS&S) business policy is guided by our commitment to:
- Protect customer's investment in Blue Coat technology
- Maximize operational efficiencies
- Manage service and support costs
- Provide peace of mind
Blue Coat Customer Service & Support delivers “follow-the-sun” 24/7/365 support by managing and transferring Service
Requests (SR’s) or support cases with a global database and support management system. Calls that fall outside a support
center’s time frame are routed to an open support center, ensuring that your IT staff can always reach a knowledgeable
Blue Coat support engineer immediately. A documented follow-the-sun handoff process ensures proper handling of the call
around-the-clock. Multi-lingual experts in each location collaborate with other support centers, partners, and Blue Coat
engineers to ensure the right resource is applied to any situation.
Hours of Operation
Technical product support for both hardware and software is available 24x7x365. Technical support may be accessed via
telephone or Blue coat’s web based BlueTouch Online portal.
For network down emergencies, customers should contact their BlueTouch Support Partner or call the Global Support
Centers directly (refer to How to Contact Customer Service & Support, below). The online portal is recommended for P3
and P4 issues only.
Getting Started
The following team members may be available for ongoing support of Blue Coat customers:
Blue Coat Account Manager Account sales contact, or channel partner account manager
Systems Engineer (SE) Local technical contact for pre-sales systems support for customers and/or partners
Professional Services Consultant Area technical contact for the delivery of Professional Services offerings
Channel Partner Local reseller for Blue Coat products (partner levels: Authorized, Elite or Premier)
BTSP Partner BlueTouch Support Partner (BTSP): certified to provide Blue Coat support to
customers
ATC Partner Authorized Training Center (ATC): certified to provide local Blue Coat training classes
Technical Support Engineer Member of the Global Support Center (GSC) providing customer support and/or
backline
support to BTSPs
Technical Account Manager Assigned to accounts with BlueTouch Proactive service agreement
Duty Manager On call manager who may be contacted to expedite the resolution or elevate the priority
of a reported problem
Customer Care Blue Coat worldwide contacts to assist with BlueTouch online login, licensing &
contracts
Accessing Information
Software Downloads
https://bto.bluecoat.com/downloads
Blue Coat provides the ability to download software images from this site including new releases, dot releases and minor
releases.
Product Documentation
https://bto.bluecoat.com/documentation
The portal also provides access to Blue Coat product and technical information.
Knowledge Base
https://kb.bluecoat.com
Access the latest solutions and research technical issues in our product-specific knowledge base. Blue Coat provides an
extensive and customizable online knowledge base of frequently asked questions with answers and references to Tech
Briefs, Guides and product documentation. You can customize subscriptions on topics of interest and receive automatically
all pertinent information regarding these topics as set in the desired personal knowledge base (KB) settings.
Technical Alerts
https://bto.bluecoat.com/support/techfieldalerts
Technical field alerts provide you with information on critical product and software issues.
Technical Briefs
https://bto.bluecoat.com/support/technicalbriefs
Technical briefs illustrate the features and capabilities of Blue Coat products, providing baseline configurations for
common deployment scenarios.
Security Advisories
https://bto.bluecoat.com/support/securityadvisories
Potential security issues and their impact on Blue Coat products are reported, including public reporting of security
vulnerability information.
Service Newsletter
Service News is published monthly and sent to Blue Coat Support Services customers. The newsletter includes highlights
of product and software releases, with information about recent Technical Alerts, Security Advisories, product
documentation, forums, and highlights technical support answers (based on questions by customers through contact with
Blue Coat’s Global Support Centers and queries to the Knowledge Base).
BlueTouch News
http://www.bluecoat.com/support/bluetouchnews
One-stop summary of recent (30-45 days), “what’s new” items within support: software releases, technical alerts, security
advisories, changes and additions to support policies and online support tools.
Discussion Forums
https://bto.bluecoat.com/support/forums
Collaborate with peers and subject matter experts to answer your support questions. Share knowledge and news about Blue
Coat products and related technologies.
BlueTouch Online
BlueTouch Online portal replaced the Blue Coat WebPower portal in December 2008, featuring an updated user interface
and improved system tools for management of technical support including online support, Service Requests, Software
downloads, product documentation and related information. Users may log-in using their existing User-ID.
BlueTouch Online login accounts are generally associated to an entitled account of a valid asset entitlement. The
entitled “account” will be able to submit a Service Request via BlueTouch Online for that asset.
Login accounts can also be associated to the licensed account of an asset [hardware or software] and will be able
to manage the license for that asset.
BlueTouch Online logins associated to an end customer account of an asset will have read-only access to view
SRs and RMAs initiated by the BlueTouch Support Provider for that asset.
Important: The party that registers the asset will be identified as the licensed account for the asset. If the end customer
registers the unit then the end customer will be the owner and the one that controls the licenses for the asset. If a
BlueTouch Support Partner (BTSP) registers the unit for an end customer then the BTSP will control the licensing for the
end customer.
The end customer will typically register the unit, and be the licensed account owner. It is possible to have the following
scenarios:
Entitled Account: the Licensed Account and is the End Customer Account. In this case, the End customer will
contact Blue Coat directly for support services.
Entitled Account is the Licensed Account: the BTSP handling support will also handle licensing for the
product(s).
Licensed Account is the End Customer Account: the BTSP will handle support, but the end customer will manage
the licenses
For security reasons, BlueTouch Online login IDs must be associated to a specific user name. This process allows for
tracking of what a user does and it also allows for a simple removal of a BlueTouch Online login for users. There is also
the possibility to create a corporate account for a technical support group or for a team. This of course implies that an
individual user within that team cannot change the password. The email address must be a valid business address; we do
not accept email addresses such as Gmail, Yahoo, etc.
Blue Coat Customer Care (formerly known as Support Services) will provide the customer with the necessary support
regarding licensing and BlueTouch Online login accounts. The following may be used to create and maintain Login
accounts for the BlueTouch Online customer portal:
A BlueTouch Online login can be also be obtained by contacting the Blue Coat Customer Care team by email at
customercare@bluecoat.com during the registration process of the asset.
Please include your name, full company name, address, telephone/contact information and if appropriate, hardware serial
number(s).
Service Contracts
http://www.bluecoat.com/support/customercare
Customer Care may also be contacted to confirm and verify status of product support contracts:
Case Handling
http://www.bluecoat.com/support/supportpolicies/casehandling
Blue Coat manages all customer related technical questions for products under a valid support contract through our Service
Request (SR) case handling process. This is typically done by contacting a Global Support Center, or by opening a Service
Request through the customer support portal, BlueTouch Online. As SRs are opened, technical information about the
product, environment, and customer site will be collected, and a “service priority level” is assigned for each case.
The service priority is determined by evaluating the problem type and technical impact, and plays an important role by
setting the initial response time, update frequency, and as guidance for the time to escalate issues to a higher level. By
setting priority levels, Blue Coat is able to balance its resources for all customers, and to allow timely resolution of
technical issues.
In the interest of customer satisfaction and efficient case management, a “Duty Manager” is on call as a resource to assist
customers who may feel that the priority of their issue has not been accurately characterized, or the response has not been
within the stated timelines.
SR Priority Levels
http://www.bluecoat.com/support/supportpolicies/casehandling
Priority 1 (Critical)
Network or application outage, network/application is “Down“, no workaround
Critical customer business operation is fully impaired by inadequate performance
Impaired functionality, critically impacting customer’s business operations
Priority 2 (High)
Operational aspect of network or application is severely degraded
Continuous or frequent instabilities affecting customer business or network operations
Inability to deploy a feature, function or capability
Successful workaround in place for a P1 issue
Priority 3 (Medium)
Performance of the network or application is impaired with limited impact to business operations
A functional, stress or performance failure with a workaround
Successful workaround in place for a P2 issue
Priority 4 (Low)
Operational issues for certain features/capabilities with no impact to business operations and no loss of
functionality
General “how-to” questions
Documentation/process issues
* P1 and P2 problems must be logged through the Global Support Center by telephone, or immediately followed up
through the telephone if logged through BlueTouch Online, to help ensure the response time objective is met.
** Blue Coat will make every reasonable effort to resolve the reported customer problem, provide a work-around or
escalate to the next level within the times listed. Blue Coat makes no commitment to resolve an issue within a specific
time.
Response time is the time between initial contact and active engagement by a support engineer or duty manager. The below
response times are objectives only. Actual response times may vary.
Case Escalation
To expedite the resolution or elevate the priority of a reported problem, Blue Coat encourages customers to contact the on-
call duty manager. This can be done by making the request to the Global Support Center (GSC) engineer to whom the case
is assigned or by calling the 24/5 global on-call duty manager contact line at:
The duty manager role is not intended as a replacement to the existing Blue Coat support processes, rather it is a resource
customers may turn to for additional management focus.
K9 Support Overview
http://www1.k9webprotection.com/support
K9 offers three kinds of help:
1. Online "Instant Support" – We encourage you to take advantage of K9's Instant Support because the more you use
it, the better it will get. We learn the kinds of questions you ask, and from the information we gather, we can both
improve the help system and the product.
3. User Forum – Post questions for other K9 users to answer. Please note that this is not an official K9 Web
Protection support path.
For emergencies, you can access our automated support system by telephone. This support system provides answers in the
form of pre-recorded messages. If you do not have Internet access, and need help with K9, please call 1-801-999-2959.
Please note: This is not a live support number, and is not a toll-free call.
License Management
Key links for Logon Requests, Product Registration, Licensing and Activation:
Product Licensing
Product Activation
Verify Contract/Warranty
The license portal allows you to license and register your product and transfer licenses.
Retrieve a License File for your appliance
Swap Licenses between two BC appliances
Remove Licenses for the appliance
View License history for the BC appliance.
There are different types of licenses for the ProxySG, ProxyAV and PacketShaper product families (license management
processes for each of these is described below).
License Management
BlueTouch Online allows customers to control and manage licenses, service requests and check entitlements. To activate
the license, the hardware has to be registered and then the license can be installed.
Each asset is uniquely identified by its serial number that will be used to register the unit and obtain the necessary licenses
to operate the asset. It is necessary to register the unit:
To be able to operate it correctly with the licenses.
To be able to access BlueTouch online for all services related to the unit.
After logging in to BlueTouch Online, the asset can be registered and licenses can be obtained (this requires that your
BlueTouch Online login account is linked to the licensed account for the asset).
It is also possible to register the unit directly through the management interface of the appliance during the initial setup.
If you require detailed procedures regarding registration, license retrieval, and installation, refer to the Licensing chapter in
the SG Appliance Volume 1: Getting Started document, or click the Help button to view the contents of this chapter in
HTML format. https://bto.bluecoat.com/documentation/pubs/ProxySG
The Basic license is included by default, and once the product has been registered on the BlueTouch Online, the license can
be generated and downloaded through the BTLP (BlueTouch License Portal) with the same customer credentials as for the
BlueTouch Online Portal.
A three year license for IM is available with a valid support contract. The IM license will be available through the BTLP
after a valid support contract has been registered to the asset.
The BTLP can be accessed through the BlueTouch Online Portal. Licensing registration can also be done directly through
the ProxySG under Maintenance -> Licensing.
The other licenses are purchasable and will be registered with the serial number of the device. The licenses can be
downloaded in the same way as the Basic license once the product has been registered.
An activation code is sent for the SSL license, and the activation code should be entered in the BlueTouch License portal
for generation of the license key.
Customers can purchase their content filtering license from Blue Coat or they can also purchase
SmartFilter or Websense directly from the vendor.
Blue Coat WebFilter, SurfControl, Proventia, Webwasher, Optenet, ALSI, and DAJ
Customer needs to register their Activation Code using the Blue Coat Licensing Portal:
1. https://services.bluecoat.com/eservice_enu/licensing/register.cgi
2. They login using their BlueTouch online credentials
3. Enter Activation Code and accept End User License Acceptance (EULA)
The BCLP gives back the Username
The Activation Code is the Password
Apply though the Management Console/Configuration/Content Filtering/Select Vendor.
Anti-virus scanning services cannot begin without a valid license installed on the AV appliance from one or more AV
vendors. License Key files are obtained from the Blue Coat License Portal (BCLP), which requires your BlueTouch Online
credentials for access.
NOTE: If you already have an AV appliance and subscription number, you can enter that subscription number in place of
the activation code when you receive a new AV appliance.
Licensing PacketShaper
Licensing management is done through the licensing portal at the BlueTouch Online Portal found at
https://bto.bluecoat.com/
The licenses are issued on a per-appliance basis. Each license key includes the license for all PacketWise modules
purchased by the end user. The license key is tied to the appliance; each software license can only be used on the appliance
for which it was intended (and no others). This ensures that the correct software is paired with the correct appliance.
There are two types of licenses that can be used with PacketShaper appliances; Permanent and Evaluation License. A
PacketShaper can use a combination of these two types of licenses for various modules. For example, a PacketShaper can
have a permanent Shaping Key with a temporary Compression key.
Evaluation Key
The trial period is either a 30 or 60 day period that begins once the key is issued by Blue Coat. During this period a user is
able to evaluate all or specific features of the PacketWise software. Once the evaluation period ends, the PacketShaper will
reboot at 12:02 GMT.
To view the days remaining in the trial period, please do the following:
1. Open the command-line interface (CLI) connection and type version verbose
2. Look for installed keys. The date on which the evaluation period ends is displayed.
Permanent Key
These keys are installed once. The permanent keys will be stored in the basic.cfg file on the PacketShaper's flash memory
volume after installation. It is recommended to have a backup copy of the basic.cfg file, especially prior to installing
upgrade keys.
Licensable Modules
There are four different types of licensable modules for the PacketShaper
1. Control Key - This key is required to enable the Shaping Module. The PacketShaper will run in monitor-only
mode if this key is not present.
2. Link Size Key - This key is used to control the maximum performance level of shaping that can be configured
into a PacketShaper. If the shaping is off, no maximum is enforced. The traffic can traverse up to the wired
speed.
3. Acceleration Key - This key is used to enable or disable the acceleration feature.
4. Compression Key - This key is used to enable or disable the compression feature.
Upgrade of License
If you purchased an upgrade license keys for the PacketShaper units, then you will receive the Activation letter from
customer care (customercare@bluecoat.com). Please do the following after receiving the email:
1. Access https://bto.bluecoat.com/
2. Login to your user account.
3. Select "licensing"
4. Select "license other"
5. You will be requested a second time for your login credentials to access the licensing portal.
6. Enter the Activation Code that you obtained via email from Customer Care.
7. Read and accept the EULA.
8. Enter the Hardware Serial Number of the device to be upgraded.
The license keys will appear with a description of the installation steps.
The keys are displayed along with the classes and feature set keys installed at other times in the appliance configuration.
ProxySG Appliances: Blue Coat depots stock units with predefined OS versions based on platform type since at the time
of stocking it is unknown what version the recipient will be running. You may therefore need to downgrade or upgrade the
proxy upon receipt. This can be done by navigating to http://download.bluecoat.com.
For customers running SGOS version 3 or greater, Blue Coat has already transferred your license and software options
from the defective unit to your replacement unit in Blue Coat’s licensing database. (The license & entitlement is swapped
between the defective unit and the replacement unit. A 60 day trial license is placed on the defective unit.) The defective
unit is now registered under Blue Coat and has a 60 day demo license key associated with the unit. To license the
replacement unit, retrieve the new key while configuring your unit through the Management Console
(Maintenance/Licensing/Install/ Retrieve active keys from Blue Coat). This will require logging in to BlueTouch Online.
Register the AV license by selecting the vendor type purchased. Paste or type the AV license key into the “Enter Your
Antivirus Serial Number Here” date filed and Save Changes. The AV license key should save and display the number of
days remaining.
Spyware Interceptor Appliances: The Spyware Interceptor subscription (activation key) has not been transferred from
the defective unit to the replacement unit. Please contact Blue Coat Support Services when you are ready to activate the
replacement unit and transfer the subscription. Contact http://www.bluecoat.com/support/contactsupport.
ProxyRA Appliances: For replacements and repairs during the DOA period (within 3 days after system installation) the
customer will receive a replacement RA along with an email containing a new activation code (user pack license). This
licensing and registration process will require BlueTouch Online credentials. For instructions on the licensing process click
here
Please note; the user pack license provided to the customer with the initial shipment will be deactivated.
For replacements and repairs after the official DOA period, the customer will only receive a replacement RA unit under the
current support or warranty policy. The customer will then need to perform a license swap utilizing the Blue Coat
Licensing Portal. For any inquiries regarding this process, please contact customercare@bluecoat.com.
Blue Coat provides RMA Advanced Hardware Exchanges to those customers who have a valid entitlement under product
warranty or service contract. Below are the steps to take to initiate a RMA.
Requesting an RMA
http://www.bluecoat.com/support/contactsupport
1. Open a technical support case via BlueTouch Online or contact Technical Support.
2. A technical support engineer will work with you to troubleshoot the issue and verify if a hardware repair or
replacement is required.
3. If a hardware replacement is required, the technical support engineer will initiate the RMA by obtaining the following
customer information:
Company Name
Shipping Address
Contact Name
Contact Phone Number
Contact email address
Problem Description
Product Model Number
Product Serial Number
4. When the RMA has shipped, the customer will receive a shipment notification which will include instructions
regarding the defective hardware return.
5. If the defective hardware is not returned within 10 days, the customer will be contacted. Customers may also contact
Blue Coat for return instructions, rma@bluecoat.com.
Refer to the Blue Coat website for instructions and information about legacy Gold and Platinum service contracts (for
information related to delivery times, RMA request cut-off times, and country-by-country delivery schedules).
Parts deemed consumable by Blue Coat do not require a return shipment and will not include return instructions unless
required by local environmental regulations (such as the European Union WEEE Regulation). Parts such as power supplies
and fans fall into this category.
Defective products that are not received by Blue Coat Systems within ten (10) days of receipt are subject to invoicing for
the full list price as stated in the most current Blue Coat Systems, Inc. price list. Failure to pay the invoice or return the
defective product may result in the suspension of Services by Blue Coat Systems.
All material returned to Blue Coat Systems must follow the return instructions. Blue Coat Systems reserves the right to
refuse shipments that do not include (at minimum) the RMA number. Refused shipments will be returned to the shipper via
collect freight.
If you have any questions regarding a RMA return or did not receive return instructions with your shipment, please contact
rma@bluecoat.com
Original Hard Disk Drives (HDDs) are to be returned to Blue Coat within 10 days of receipt of the replacement drive. Blue
Coat’s procedure is to ensure resident data are destroyed through several failure verification tests.
Customers with BlueTouch Standard and Standard Plus service who chose not to return HDDs may be charged a $500 fee
per un-returned drive. Customers who purchase BlueTouch Advanced, Premium or Premium Plus service may retain 1
HDD per year per system serial number with no charge if the customer chooses to retain & dispose of the HDD.
BlueTouch Service Option HDD Non-Return Charge HDD Non-Return Charge Waived for 1
Standard Yes --
Advanced -- Yes
Premium -- Yes
The part number associated with this charge 070-08108. Failure to return the HDD or pay the invoice within 35 days of
receipt may result in the suspension of support and services for that specific asset by Blue Coat and will void Blue Coat’s
Warranty.
Most Blue Coat service agreements have a requirement that defective systems and non-consumable FRU’s must be
returned in exchange for replacement hardware, unless expressly waived by Blue Coat.
Repair Process
The HDD manufacturer will perform their version of the write verify test that is compliant with the US Department of
Defense sanitation specification (DOD 5520.22M), in addition to the testing that took place during the failure verification
process. The manufacturer ensures all media is destroyed during this process by overwriting all addressable locations with
a character, its complement and then a random character and verify. This process occurs (at minimum) three times. If the
error condition requires a replacement of a component or the disk itself, the write verify tests are rerun after the
replacement to verify proper operation. If no errors are found, the HDD will undergo a low-level formatting process. The
HDD is ready for use without the possibility of old data being restored.
Scrap Process
If a HDD or assembly is un-repairable and there is no return for replacement program available from the manufacturer, the
HDD will undergo a process to destroy the data resident in the magnetic disk media through a program specified by the US
Department of Defense. This ensures no data can be restored or recovered. The next step is to disassemble and physically
destroy the HDD and a certificate of destruction is provided.
HDD Usability
The HDD’s used at Blue Coat contain a proprietary disk layout not compatible with any other available operating system’s
file-system layout. The HDD can be used from one Blue Coat device to another, but the act of inserting the HDD into the
new device re-initializes the HDD and causes all previous resident media to become unreachable.
On announcement of End of Sale (EOS), support service contract renewals will be subject to a final cut off date; generally
three years from EOS date which is referenced as the EOL date. EOL extensions beyond published EOL dates require
Service Sales review and GEO Sales VP exception approval. On reaching end of software maintenance date, generally 12
months prior to EOL date, no further maintenance or bug fix releases will be available. Software is generally not eligible
for bug fixes (maintenance) unless the active OS version utilized on legacy product is continuing on a next generation
appliance Support is limited to technical software support only, on the last known software release. Any contracts approved
for extension beyond EOL date, will NOT be renewed further at expiration.
Minor Release
A software release that may contain new functionality, feature improvements and bug fixes. Occur periodically
between major releases. Example: SG 5.1 to SG 5.2
Maintenance Release
A software release containing minor feature improvements and bug fixes. Newly introduced active versions
typically see frequent releases. An active version nearing its End of Life typically will see a release about every 6
months. Example: SG 5.2.4 to SG 5.2.5
Preliminary Release
A major or minor release for an active version of operating system software that is provided to a customer prior to
being made publicly available. This is only done under special circumstances.
For Demo equipment not supplied as part of the Blue Box program, renewal can be invited provided the equipment is part of
Blue Coats current product portfolio.
1 Year Product Warranty 20 Business days ship after receipt Requires BlueTouch contract
3 Day Dead-On-Arrival (DOA) Policy 3 Business days advanced replace Requires BlueTouch contract
To verify Warranty status of your Blue Coat product, contact Customer Care or use the online form at:
http://www.bluecoat.com/support/supportpolicies/verifystatusform
BlueTouch Support Contracts are available on the day of purchase of the product.
http://bluecoat.com/support/bluetouchserviceoptions
BlueTouch Services
BlueTouch support service options are a comprehensive set of service plans designed to protect your investment in Blue
Coat products. Plans are available for period of 1, 2 and 3 years and are available for products sold after July, 2006.
** Optional onsite technician to install the replacement hardware at your location (select packages).
Standard
The Standard Service packages provide two different levels of hardware replacement options. Standard Service includes a
10-business-day turnaround on returned hardware. Products covered under Standard Plus Service have replacement
hardware shipped the same day the request is received (provided cut-off times are met). Actual hardware delivery time is
not guaranteed.
BlueTouch Standard / Standard Plus Service Datasheet http://www.bluecoat.com/doc/8018
Advanced
If you require faster response on your hardware, the Advanced Service package provides guaranteed next business day
arrival of the replacement hardware (provided cut-off times are met). An onsite technician option is also available with
Advanced Service.
BlueTouch Advanced Service Datasheet http://www.bluecoat.com/doc/8020
Premium
Premium Service packages provide the highest level of hardware support. Premium Service guarantees 4 hour replacement
hardware during normal business hours (provided cut-off times are met). Premium Plus Service extends response time to 7
days a week, 24 hours a day. An onsite technician option is also available with both Premium and Premium Plus.
BlueTouch Premium / Premium Plus Service Datasheet http://www.bluecoat.com/doc/8019
BlueTouch Standard 10 Day Return-to-Factory (5) 24x7 Support & S/W Updates
BlueTouch Standard Plus Same Day Ship (4) 24x7 Support & S/W Updates
BlueTouch Advanced (1) Next Business Day Arrival (3) 24x7 Support & S/W Updates
BlueTouch Premium (1) 4hr Arrival (9x5) (2) 24x7 Support & S/W Updates
BlueTouch Premium Plus (1) 4hr Arrival (24x7) 24x7 Support & S/W Updates
(1) Optional onsite technician to install the replacement hardware at your location.
Guaranteed delivery options must be approved by Blue coat prior to purchase.
(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 delivery time is not guaranteed.
(5) Faulty hardware shipped to Blue Coat. Upon receipt, Blue Coat will ship a replacement within 10 business days.
To verify Contract status of your Blue Coat product, contact Customer Care or use the online form at:
http://www.bluecoat.com/support/supportpolicies/verifystatusform
Note: BlueTouch Service Options are only available for products sold after July, 2006.
Verify products that are eligible for BlueTouch Support Services:
http://www.bluecoat.com/doc/8021
BlueTouch Essential provides personalized service with a single point of contact for all your technical support needs. With
BlueTouch Essential, you can rely on Blue Coat to keep your mission critical applications running as intended. Extend
your team with assigned technical professionals from Blue Coat who has intimate knowledge of your network
infrastructure. Your network is documented in detail and available for quick reference in expediting issue resolution.
Apart from reactive case resolution, BlueTouch Essential also delivers proactive support through technical
reviews, preventative action plans, recommendations and best practices. The team acts as your champion in driving your
needs through a direct line to the escalation team. The service includes training credits with the flexibility to choose the
training that matches your specific needs.
Customer and partner training and certification are available through several delivery methods:
Classroom, Instructor-Led-Training (ILT) delivered by Blue Coat instructors
Online, Virtual-Classroom-Training (VCT)
Classroom, delivered by Authorized Training Centers (ATC)
Web-Based, Computer-Based Training (CBT)
Onsite, arranged as custom Classroom delivery
Additional information about BlueTouch Training Services is listed in the section below.
Gold Service: Products covered under this service are entitled to 8x5 Technical Phone and Web-Based Support, Hardware
Replacement shipped same day (RMA Requests must be received during regular business hours and deemed necessary by
Technical Support before the RMA cut off time), and access to all major and minor software releases for purchased
software.
Gold Service Data Sheet http://www.bluecoat.com/doc/8017
Platinum Service: Products covered under this service are entitled to 24x7 Technical Phone and Web-Based Support,
seven days per week hardware replacement, and access to all major and minor software releases for purchased software.
Platinum Service Data Sheet http://www.bluecoat.com/doc/8016
Packeteer products that were declared End-of-Sale (EOS) prior to August, 2008 will only be able to renew with current
PacketCare options until the product End-Of-Life (EOL) date. Product platforms include; SkyX, iShared, iShaper,
Packetshaper1200, Packetshaper-1550, Packetshaper-2500, Packetshaper-6500, Packetshaper-9500, PacketShaper10000
(non-ROHS) and Mobiliti.
Packeteer products that have been designated as “Continuing” will be able to purchase BlueTouch service options (new
and renewal) beginning in December, 2008 Product platforms include; PS900, PS1400LT, PS1700, PS3500, PS7500,
PS10000G, Intelligence Center & Policy Center.
Introduction
BlueTouch Training Services assist you in getting the most out of your technology investment by improving the
proficiency of your technical experts in installing, configuring, and troubleshooting Blue Coat products.
Our training courses guide you through an extensive mix of instructor-led discussions, real-life scenarios and hands-on lab
experiences, covering everything you need to know about managing and maximizing the efficiency of your Application
Delivery Network and its Blue Coat components.
We offer the following options to give you the flexibility to choose how to engage in Blue Coat technical training:
Instructor-led training (ILT): For intensive, in-depth and concentrated classroom training at Blue Coat locations,
Authorized Training Centers or on-site at your location.
Virtual classroom training (VCT): For convenient, instructor-led training sessions from the convenience of your
own office, but over more days to cover all the ILT provided content.
Remote Access
Customer Facilities
Training Locations
http://www.bluecoat.com/support/training/atl
No matter where you reside or work, Blue Coat Systems is pleased to offer multiple and flexible options for product and
other technical training worldwide.
Blue Coat delivers classroom and virtual training from its regional headquarters locations:
Sunnyvale, CA (USA)
Farnborough, UK
Kuala Lumpur, Malaysia
In addition to Blue Coat training facilities, Blue Coat has partnered with an extensive global network of Authorized
Training Centers (ATCs) to provide outstanding educational services to our clients.
Select a map below to find location, contact and travel information for training locations in your region:
Course Enrollment
http://www.bluecoat.com/support/training/enrollmentform
Training Calendar
http://www.bluecoat.com/support/training/headquarters
Blue Coat maintains an online training calendar for classes offered at regional training locations (Sunnyvale, Farnborough,
and Kuala Lumpur). Contact a local Authorized Training Center for information about their Blue Coat course schedule.
Training Hours:
Instructor-led Blue Coat Classroom Training (ILT):
9:00 am to 6:00 pm/18:00 local time
Training Certification
Over 5000 IT professionals have been Blue Coat certified thereby bringing benefits to the organizations that employ them.
Whether you are a network or security administrator, or a member of a tech support/IT help desk team, the Blue Coat
Certification Program is designed to recognize IT professionals who possess the necessary skills to use Blue Coat products
and technology effectively in a wide variety of settings.
If you want to be able to differentiate your IT skills from others, it's time to put your plan into action and get Blue Coat
certified. Blue Coat offers the following certification programs in order to:
Validate and certify technical competency
Recognize network engineers and system administrators
Maximize Blue Coat technology utilization
Certified Administrator
Certified Professional
Blue Coat certification will demonstrate your experience and skills to successfully deploy, configure, manage, and
troubleshoot Blue Coat products in a variety of networking environments. All certifications are subject to passing an online
exam and are valid for 2 years. Blue Coat offers test-out exams, in lieu of Blue Coat training courses, for IT professionals
with the respective level of technical experience and skills. Blue Coat certifications are valid for 2 years. Blue Coat offers
several refresher and recertification options for Blue Coat trained and certified technical staff. Please contact
training@bluecoat.com for more information.
Certification exams are administered by Prometric (a leading independent global provider of comprehensive testing and
assessment services).
Certification Programs:
Blue Coat Security Certification is designed to provide you with the tested and certified technical skills to deploy,
configure, and manage the day-to-day security operations of Blue Coat’s ProxySG family of appliances, as well as
other network security related products such as Blue Coat Director, ProxyAV and Reporter.
Blue Coat WAN Optimization Certification is designed to provide you with the tested and certified technical skills
to deploy, configure, and manage the day–to-day WAN Optimization operations of Blue Coat’s ProxySG family
of appliances, as well as ProxyClient set-up, proxy and bandwidth management features and Application Delivery
Network configuration management.
Blue Coat Visibility and Control Certification is designed to provide you with the tested and certified technical
skills to install, configure, and manage the day-to-day operations of Blue Coat’s PacketShaper appliance as well
as use monitoring and reporting features to control and optimize network and application performance
Each of these 3 certification programs offer multiple tiers (Administrator to Professional to Troubleshooter) with
increasing levels of expertise and each lower certification level being a prerequisite for the next higher one.
Training Courses
Blue Coat offers a variety of instructor-led and web-based training course. Each course is designed to provide you with the
highest quality training experience using the latest product releases.
All courses are offered by Blue Coat as well as our network of 100+ Authorized Training Centers around the world.
Format
Course Title Course Number Duration**
ILT VCT
Notes:
c = Courses included in Blue Coat Certification tracks.
** = Duration: 1 day of ILT = 8 hours of training. 1 day of VCT = 2 half day training sessions, 4 hours each.
In addition to courses listed above, Blue Coat offers several refresher and recertification options for Blue Coat trained and
certified technical staff. Please contact training@bluecoat.com for more information.
Your Feedback is Important
Post-Case Surveys
Blue Coat Support & Services conducts periodic and ongoing customer satisfaction surveys, to help us measure and
identify the quality of service delivery. We encourage our customers to participate in post-SR surveys (as they are
completed and closed), and to provide open and detailed feedback about satisfaction, praise, or areas for improvement. The
feedback and information that we have received from our customers has been invaluable in recognizing and responding to
areas for improvement.
Questions? servicequestions@bluecoat.com
Interest? servicequestions@bluecoat.com
Interest? servicequestions@bluecoat.com
General Inquiries
We welcome your feedback and comments, for general issues, or as requests for assistance.
Customer Care: product licensing, support contracts, and your BlueTouch Online account.
Technical Support: questions or assistance with product service issues and Support Requests.
Product Questions: information about Blue Coat products, product applications, and account teams.
Feedback & Questions: general issues and comments related to support services, or Blue Coat.
™
Control is Yours
Appendix
User Account
User Account
Other Contacts:
Next-Business-Day Next Business Day arrival. Replacement hardware will be shipped and scheduled for delivery
(NBD) on the next business day after the Service Request is opened. Requests for replacement must
be received and validated by 1 p.m.
PacketCare The legacy support service program for Packeteer (PacketShaper and other products).
Packeteer Industry-leading supplier of PacketShaper and related products, acquired by Blue Coat in the
fall of 2008.
Platinum Legacy support services level for Blue Coat products (replaced by BlueTouch support
options).
Premium Support service level within the BlueTouch support program with 4-hour parts arrival
(business hours), plus software support.
Premium Plus Support service level within the BlueTouch support program with 4-hour parts arrival (24x7),
plus software support.
Proactive Services A service option for personalized service with a single point of contact BlueTouch support
customers.
PSP Legacy channel support partner program: Premier Support Partner (PSP
Registration Registration Site for the Asset, done through the serial number
Return-to-Factory Return-to-Factory or Return-to-Factory for Repair. Blue Coat will send a replacement unit (or
(RTF) repaired unit) after receipt of the returned unit. The time to send the return unit will vary based
on the service option (warranty or BlueTouch Standard service, etc.).
RMA Return Material Authorization (an RMA number is assigned to identify and track parts
shipment for repair or replacement).
Same-Day-Ship (SDS) Same-Day-Ship. Blue Coat will send a replacement unit (or repaired unit) on the day that the
Service Request is created. Requests for replacement must be received and validated by 1 p.m.
Service Request Service Request: the submission and creation of a "service ticket" to address an identified
problem or issue.
SR Service Request
SSL SSL proxy and HTTPS reverse proxy
Standard Support service level within the BlueTouch support program with 10 day return to factory
(RTF) parts shipment, plus software support.
Standard Plus Support service level within the BlueTouch support program with same day parts shipment
(SDS), plus software support.
Warranty The warranty for Blue Coat products includes 20 day, return-to-factory shipments for parts
replacement).
WebPower The Blue Coat Service and Support Portal that was replaced by BlueTouch Online Portal on
December 1st, 2008.