BlueTouch Support Options
BlueTouch Support Service Options are a comprehensive set of service packages designed to meet your needs. All service options include the following:
- Unlimited 24x7 telephone support
- Access to BlueTouch Online
- Unlimited access to major, minor and maintenance releases of Blue Coat operating system software, as well as for covered "software only" products
Depending on the selected option, the following hardware replacement services* are available:
- Return to Factory (RTF)
- Same Day Shipment (SDS)
- Guaranteed Next Business Day Arrival (NBD)*
- Guaranteed 4 Hour Arrival (9x5x4hrs or 24x7x4hrs)**
** Optional onsite technician to install the replacement hardware at your location (available on selected packages)
|Service Option Packages|
|Description||Standard||Standard Plus||Advanced1||Premium1||Premium Plus1||Software Support6|
|Online Web Support||•||•||•||•||•||•|
|24x7 Phone Support||•||•||•||•||•||•|
|Minor and maintenance OS Software Updates||•||•||•||•||•||•|
|Major OS Software Releases||•||•||•||•||•||•|
|4 hour arrival, 7 days of week||•|
|4 hour arrival during regular business hours2||•|
|Next business day arrival3||•|
|Same day shipment4||•|
|10 day return to factory for replacement5||•|
|Onsite Technician Blue Coat technician installs replacement hardware||Optional||Optional||Optional|
1Guaranteed delivery options must be approved by Blue Coat prior to purchasing.
2Request must be validated by 1p.m. After 1p.m. hardware will arrive by 12 noon the following business day.
3Request must be validated by 1p.m. After 1p.m. hardware will arrive the next consecutive business day.
4Request must be validated by 1p.m. Actual hardware delivery time is not guaranteed.
5Faulty hardware shipped to Blue Coat. Upon receipt, Blue Coat will ship a replacement within 10 business days.
6Available on Blue Coat "Software only" products.