Case Handling

Blue Coat Case Handling

X-Series Case Handling

Blue Coat Case Handling

Blue Coat tracks questions and requests for assistance for warranty and support contracts through a Service Request (SR) 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 severity level” is assigned for each case.

The service severity is defined by 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 severity 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 24x7 as a resource to assist customers who may feel that the severity of their issue has not been accurately characterized, or the response has not been within the stated timelines. 

Resources

Severity Definitions

 

Severity Level Severity Description
Severity 1 (Critical)
  • Network or application outage, network/application is "Down", no workaround.
  • Critical customer business operation is fully impaired by iadequate performance.
  • Impaired functionality, critically impacting customer's business operations.
Severity 2 (High)
  • Operational aspect of network or applications 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 severity 1 issue.
Severity 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 severity 2 issue.
Severity 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.

 

Response & Escalation Times

Severity Level Response Time Escalation Time Update Frequency
Severity 1 Immediate 2 hours Continuous
Severity 2 1 hour 24 hours Daily
Severity 3 8 business hours 5 business hours Weekly
Severity 4 3 business days 10 business days Weekly

* S1 and S2 problems must be logged through the Global Support Center by telephone, or immediately followed up by telephone if logged through BlueTouch Online, to help ensure the response time target 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 response times stated here are targets only. Actual response times may vary.

  • Severity 1 requests are responded to on a 24X7 basis.
  • Severity 2 requests are responded to on a 24x7 basis, as agreed to between the customer and Blue Coat.
  • Severity 3 and 4 requests are responded to during normal business hours for the region where the SR was originated.

Case Escalation

To expedite the resolution or elevate the severity 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 customer support engineer to whom the case is assigned or by calling the 24/7 global on-call duty manager contact line at:

  • +1 (408) 541 3700 (Worldwide), or additional toll-free or local phone numbers in select countries.

The duty manager role is not intended as a replacement to the existing Blue Coat support processes, rather a resource customers may turn to for additional management focus.

Preparing Your Request

When contacting the duty manager, please be ready to provide:

  • A current, active Service Request number
  • Clear contact information in the event of call-back which includes:
    > Primary contact name
    > Primary contact telephone number
    > E-mail information
    > Alternative contact(s) in the event of unavailability of the primary contact
  • Failure to provide this information may result in longer response times.

X-Series Case Handling Procedure

The objective of the escalation and notification process is to:

  1. Ensure timely resolution of all customer situations
  2. Provide a means of properly prioritizing problems
  3. Provide management awareness of product and customer issues
  4. Ensure proper resource allocation to meet End User problem resolution requirements
  5. Provide assurances that Blue Coat is focused on providing timely resolutions to technical issues that impact the End User’s business operation.

By selecting the proper Priority, Blue Coat can ensure that high priority issues receive immediate attention. Making the proper selection is very important to the way Blue Coat processes incoming service requests. An improper selection may result in delays in the initial response time f or critical situations. Please use this selection with extreme care.

PRIORITY: The service engineer receives input from the End User on the impact of the issue on the End User’s normal business operations, and the service engineer sets the priority field to the appropriate level. These priorities will drive escalations outlined below. Blue Coat has implemented business notification rules based on these priority definitions. It is extremely important to fully understand a TRUE Business Impact of the issue and assign appropriate priority to a reported problem. Priority of an issue may change even while a case is open.

Priority 1 – Major business disruption
Priority 2 - Significant business disruption
Priority 3 – Minor business disruption
Priority 4 – Minimum to No business impact

For Priority 1 problems (i.e. system outage) with Blue Coat hardware and software products (X -Series), our resolution goals and escalation time frames are as follows:

  • Response time goal - within 30 minutes
  • Restoration goal (workaround) - 24 hours
  • Replacement of HW component - Based on service plan
  • Temporary product fix (patch release or firmware upgrade) - 5 to 10 days
  • Permanent fix (maintenance release) - 60 to 90 days

For Priority 2 problems with Blue Coat hardware and software products (XOS and COS), our resolution goals and escalation time frames are as follows:

  • Response time goal - within 2 hours
  • Restoration goal (workaround) - 72 hours
  • A permanent solution will be incorporated into either a patch release or the next maintenance release.

For minor problem reports, our goal is to respond within 24 hours and provide a workaround or temporary solution within 10 days. A permanent solution will be incorporated into either a patch release or the next maintenance release.

Note: These resolution and escalation goals and time frames do not apply to third party software applications. Product enhancement requests will be submitted to our product management organization for consideration for the next major software release.

In order to properly characterize and diagnose reported problems, it is necessary for Blue Coat to have the required information indicated below available. This will allow a thorough investigation to take place. The following lists define the minimum sets of data to be collected at the time that a new issue is being reported to a Blue Coat Systems Support Center.

  1. Detailed description of the issue
  2. Description of troubleshooting that has already been completed
  3. Time line of the problem
  4. Description of business impact
  5. “show-tech-support” output from X-Series platform and “cos-tech-support” output from C-Series platform. In a DBHA environment, information should be provided from both chassis.
  6. /var/log/messages files from chassis. In a DBHA environment, information should be provided from both chassis.
  7. Recent upgrades / downgrades for hardware and/or software
  8. Console output from CPM/APM if available
  9. Basic routing information
  10. TCPDumps, other traces if available

In addition to above information, the Blue Coat support organization may request additional information to aid in the resolution process.

Blue Coat will treat this information as strictly confidential data.