Security
Empowers
Business
Blue Coat is committed to providing quality technical support to maintain the highest level of customer satisfaction.
Blue Coat’s 24/7 “follow the sun” service model provides customers direct access to our Global Support Center staff of
highly experienced and certified customer support engineers.
To help expedite customer support, Blue Coat manages all technical product questions under a valid support contract
through a case handling process. When a case is opened, either by contacting a Global Support Center or through
the BlueTouch Online support portal, technical information about the product, environment, and customer site will be
verified and a service severity level assigned to the case.
Service severity is defined by problem type and technical impact and sets guidelines for response times, update
frequency, and escalation time. By setting severity levels, Blue Coat is able to assign the right resources to any customer
call and allow for the timely resolution of technical issues.
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 inadequate performance.
• Impaired functionality, critically impacting customer’s business operations.
SEVERITY 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 S1 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 S2 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 days
Weekly
SEVERITY 4
3 business days
10 business days
Weekly
* BlueTouch Online (BTO) can be used to open high severity support requests and upload relevant diagnostic information for any support request. It is recommended to follow up by phone, referencing the case
number, for any high severity support request submitted on BTO.
** 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.
SOLUTION BRIEF
CUSTOMER CASE HANDLING
SOLUTION BRIEF
Security
Empowers
Business
Response time is the time between initial contact and active
engagement by a support engineer or duty manager. The response times
are targets only. Actual response times may vary.
• Severity 1 requests are responded to on a 24/7 basis.
• Severity 2 requests are responded to on a 24/7 basis as agreed to
between the customer and Blue Coat.
• Severity 3 and 4 are responded to during normal business hours for
the region where the case originated.
Hardware support is determined by the support agreement in place for
the appliance requiring assistance. Hardware replacement terms and
conditions are outlined on http://www.bluecoat.com/support/supportpolicies/warranty-info.
Case Escalation to Duty Manager
To further enhance customer satisfaction and drive towards the
most effective case management, a duty manager is on call 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. To expedite the resolution or elevate the severity of a reported
problem, please contact the on call duty manager by requesting a
call transfer from the Customer Support Engineer to whom the case
is assigned or by calling the direct contact line listed on the Contact
Support & Services page.
The duty manager role is not a replacement to the existing Blue Coat
support processes, but is intended to be a resource for customers to
review the assigned case severity level, request changes to the severity
level, or discuss additional management focus and attention.
When contacting the duty manager, please provide:
• A current, active case number
• Clear contact information in the event of call-back, including:
›› Primary contact name
›› Primary contact telephone number
›› E-mail information
›› Alternative contact(s) in the event of unavailability qof the primary
contact
Failure to provide this information may result in longer response times.
Contact Information
Blue Coat Systems Inc.
www.bluecoat.com
Corporate Headquarters
Sunnyvale, CA
+1.408.220.2200
EMEA Headquarters
Hampshire, UK
+44.1252.554600
APAC Headquarters
Singapore
+65.6826.7000
Blue Coat Support Website
http://www.bluecoat.com/support
BlueTouch Online Customer Portal http://bto.bluecoat.com
BlueTouch Online Knowledge Base http://kb.bluecoat.com
Blue Coat Customer Support
For local toll, as well as select toll-free numbers to reach Blue Coat technical support, customer care and duty manager go to:
Worldwide
http://bluecoat.com/support/technical-support/contact-service-support
© 2015 Blue Coat Systems, Inc. All rights reserved. Blue Coat, the Blue Coat logos, ProxySG, PacketShaper, CacheFlow, IntelligenceCenter, CacheEOS, CachePulse, Crossbeam, K9, the K9 logo, DRTR, Mach5, Packetwise, Policycenter, ProxyAV, ProxyClient,
SGOS, WebPulse, Solera Networks, the Solera Networks logos, DeepSee, “See Everything. Know Everything.”, “Security Empowers Business”, and BlueTouch are registered trademarks or trademarks of Blue Coat Systems, Inc. or its affiliates in the U.S. and certain
other countries. This list may not be complete, and the absence of a trademark from this list does not mean it is not a trademark of Blue Coat or that Blue Coat has stopped using the trademark. All other trademarks mentioned in this document owned by third parties
are the property of their respective owners. This document is for informational purposes only. Blue Coat makes no warranties, express, implied, or statutory, as to the information in this document. Blue Coat products, technical services, and any other technical data
referenced in this document are subject to U.S. export control and sanctions laws, regulations and requirements, and may be subject to export or import regulations in other countries. You agree to comply strictly with these laws, regulations and requirements, and
acknowledge that you have the responsibility to obtain any licenses, permits or other approvals that may be required in order to export, re-export, transfer in country or import after delivery to you. v.SB-CUSTOMER-CASE-HANDLING-EN-v3b-0115