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
TECHNICAL SUPPORT
Online Web Support
24x7 Phone Support
SOFTWARE UPDATES
Minor and maintenance OS Software Updates
Major OS Software Releases
HARDWARE
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          
TECH
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.

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