RMA Info

Blue Coat RMA Process

X-Series RMA Process

Blue Coat - RMA Process

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.

  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 in a timely manner (within 10 days), the customer will be contacted. Customers may also contact Blue Coat for return instructions, rma@bluecoat.com.

RMA Return Instructions (Advanced Exchange)

When returning products to Blue Coat Systems, follow the return instructions provided with the RMA replacement shipment. Blue Coat products should be returned within 5 business days from date of receipt. The customer will receive a follow up phone call from Blue Coat Systems to ensure the return takes place.

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.  For inspection prior to repair, all parts should be free from dirt, grease, oil, finger print, localized permanent marks, and other foreign substances.  Dust caused by shipping material chafing is acceptable if it can be brushed off or blown off with air. Blue Coat Systems reserves the right to refuse shipments that are not in acceptable repair condition.  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.

Requesting Status on Existing RMA's

Forward all questions regarding shipment, status, customs, duties and taxes to rma@bluecoat.com. Please reference your RMA number when submitting these inquiries. Customers may also access RMA status via BlueTouch Online utilizing the RMA Status link.

Blue Coat Hardware Replacement Shipping Terms and Conditions

Blue Coat's hardware replacement shipping terms are determined by the active Support Agreement level in place for the product serviced under the RMA. A detailed table is available here. Please note that replacement shipments may originate outside the country you are operating in, depending on the contractual service level. When shipping internationally, delays in importation may occur which are beyond Blue Coat's control.

Hardware Replacement

Chassis Replacement Unit Policy

Effective October 24, 2012, select RMA’s will consist of either a Field Replaceable Unit (FRU) or a Chassis Replacement Unit (CRU) as defined in the below table. Blue Coat will no longer ship full replacement units for the product models listed in the below table.  If Blue Coat determines a replacement chassis is required after appropriate trouble-shooting with diagnostic tools, Blue Coat will ship the CRU as replacement hardware.  The CRU is a replacement chassis without the following parts:  System Hard Drives, Power Supplies, Power Cables, Rail Kit and Add-on cards (Excluded Parts).  Customers are required to remove the Excluded Parts, subject the exception below*, from their existing hardware and transfer them to the CRU unit prior to shipping the defective unit to Blue Coat.  Any Excluded Parts received by Blue Coat will be forfeited and not returned.  This CRU policy does not apply to RTF hardware support.

Model Failed Part Replacement Hardware
SG900, SG9000, CF5000, AV1200*, AV1400*, AV2400* Hard Drives, System Fan, Power Supplies, Add-on Cards FRU
Motherboard, Memory, CPU, Front Panel Display, Other HQ components CRU

*For hardware-related issues where diagnostics cannot be run for the AV1200, AV1400, AV2400, Blue Coat will ship a CRU containing hard drives.  Customers will need to ship back the defective unit without removing the hard drives.

For all other models:

A like-model or newer replacement unit will be shipped using a Blue Coat shipping partner. RMA Requests received during regular business hours and deemed necessary by Technical Support before the RMA cut off time (per the table below) will have replacement hardware shipped same day. Requests received or verified by Blue Coat Technical Support after the RMA cut off time will ship the following business day. Actual delivery time will vary dependent upon shipping origin and destination. Out-of-box warranty shipments may require additional time to ship.

RMA Cut-Off Times

*(Daylight Savings Time observances may affect RMA cut-off times where applicable)

Support Center Standard Business Hours RMA Cut-Off Time
Americas Mon-Fri
06:00 to 18:00
Pacific Time Zone
Mon-Fri, 13:00
Pacific Time Zone
EMEA Mon-Fri
08:00 to 17:00
GMT
Mon-Fri, 13:00
GMT
Asia-Pacific Mon-Fri
08:00 to 17:00
Malaysia Time Zone
Mon-Fri, 12:00
Local time (asset location)

RMA Licensing Information

Please follow the RMA licensing procedures listed below to properly register the unit received with Blue Coat Systems. Each product type has a unique set of licensing instructions. If you have any questions pertaining to the licensing process, contact Blue Coat at customercare@bluecoat.com.

Licensing SG Products

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 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 your BlueTouch Online login.

Licensing AV Products

To license the replacement unit, log into Blue Coat Licensing Portal, click Blue Coat ProxyAV, click Swap Licenses From Hardware Serial Number: enter defective unit SN, To Hardware Serial Number: enter replacement unit SN, click Next, click Swap. Retrieve License file from Management Console of replacement ProxyAV unit.

Licensing PacketShaper Products

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 customer will be running. You may therefore need to downgrade or upgrade the PacketShaper upon receipt. This can be done by navigating to http://download.bluecoat.com.

Once you receive the license key(s) from support, follow the instructions below for license key installation.

  1. Login to the PacketShaper command-line interface via the console cable, SSH or telnet.
  2. Copy and paste the lines provided (setup key add …)
  3. To complete the installation,issue the command “reset” to reboot the unit.
  4. To verify the installation was successful, issue the command, "setup key show".

 

 

X-Series RMA Process

If Blue Coat diagnoses that a reported problem is due to a failed X-Series product, Customer may request a Return Material Authorization ("RMA") number. After Blue Coat assigns one, Customer will be authorized to return the defective product to a Blue Coat repair facility. After assigning an RMA number, Blue Coat will make commercially reasonable efforts to ship that day, at its expense, a replaceable hardware component to arrive at the Customer's designated location following completion of Blue Coat's diagnosis, provided that the diagnosis is completed prior to 4:00 p m EST for shipments out of Blue Coat's U.S. facility or 4:00 pm CET for shipments out of Blue Coat's European facility. If diagnosis is completed after that time, then Blue Coat shall dispatch a field replaceable hardware product component for arrival at the Customer’s site location on the second business day with fastest delivery option following completion of diagnosis. Replacement products may be refurbished or contain refurbished materials. Customer shall promptly return the failed component to Blue Coat, which component shall become the property of Blue Coat on an exchange basis. If Blue Coat does not receive the failed component within fifteen (15) business days of receipt of the replacement component, then Blue Coat shall invoice and Customer shall pay the then-current published list price of the replaced component. Blue Coat will ship replacement products on a next available business day delivery basis, but actual delivery time of hardware components to a Customer’s designated location is subject to transit time and local country capabilities. The term “business day” refers to a week day other than a holiday observed by Blue Coat.

The Customer is responsible for the following:

  • Obtaining an RMA number from the Blue Coat technical support center
  • Packaging and shipping RMA product according to Blue Coat’s standard RMA procedure
  • Paying all customs and duties associated with RMA shipments.
  • Providing accurate site locations, contact information and specific product information with regard to all Blue Coat products under maintenance
  • Where Blue Coat authorized engineers are to provide on-site replacement services, providing the Blue Coat field engineer with access to the site.

Failure to comply with any of the requirements in this section could affect Blue Coat’s ability to provide effective service for your X-Series product, and Blue Coat cannot be held responsible where its service is affected by the customer’s failure to comply.