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Support Services:
Blue Coat Systems supports its products with an outstanding customer
support program. All Blue Coat products come with a 90-day software
and one-year hardware warranty. All Blue Coat support services include
a WebPower password that provides access to the following:
- Online access to open technical support cases, review open
cases, and add comments to existing cases
- Exclusive support documentation, installation notes, and
FAQs
Platinum Service:
- Technical Phone Support 24x7
- Advance Hardware Replacement*
- Software Updates
Gold Service
- Technical Phone Support 8x5
- Advance Hardware Replacement*
- Software Updates*
Hardware will be shipped same day when RMA Requests are received
during regular business hours and deemed necessary by Technical
Support before the RMA cut off time.
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Blue Coat Coverage |
90 Day Hardware & Software Warranty |
1 Year Warranty |
Platinum Service Contract |
Gold Service Contract |
Online Web Support
Monday-Friday
Reg. Bus. Hours
Excluding Holidays |
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8x5 Phone Support
Monday-Friday
Reg. Bus. Hours
Excluding Holidays |
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24x7 Phone Support
7 Days a Week
24 Hours a Day
Including Holidays |
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Full Access to Software Updates
Major, Minor & Bug Fix Releases for Purchased
Software Family |
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Limited Access to Software Updates
Minor Releases & Bug Fixes for Purchased Software
Family |
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1 Day Advance Hardware Replacement
Replacement shipped within 1 Business Day (Shipped
Same Day when RMA processed by 12pm, Mon-Fri, BCSI
local time) |
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5 Day Advance Hardware Replacement
Shipped within 5 Business Days |
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5 Day Return for Replacement
Faulty product shipped to BCSI. Upon receipt,
replacement shipped within 5 bus. days. |
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30 Day Return for Repair or Replacement
Faulty product shipped to BCSI. Upon receipt, BCSI
will repair or replace unit & ship back within 30
days. . |
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Hardware Warranty:
All Blue Coat hardware comes with a one-year warranty. Warranties
begin on the first day of the month following the day the product
is invoiced. If a RMA is required during the one-year warranty,
Customers will not be charged a hardware repair fee. For the first
three months, products will receive 8x5 Technical Phone Support
and 5-Day Advance Hardware Replacement services. If a RMA is required
during this time, Blue Coat Systems will pay all shipping costs
for both the delivery of the advance replacement unit and return
of the defective product. For the remaining 9 months, hardware will
receive Return for Repair or Replacement service. If a RMA is required
during this time, the Customer will be responsible for all shipping
costs incurred in shipping the defective product to Blue Coat Systems.
Units will be repaired or replaced within 30 days from the date
the failed unit is initially received by Blue Coat Systems. Blue
Coat Systems will pay all shipping costs incurred in the shipment
of the repaired unit back to the Customer. All replacement units
are warranted for 90 days or until the end of the original product
warranty, whichever comes later.
Software Warranty:
All Blue Coat software comes with a 90-day warranty. Warranties
begin on the first day of the month following the day the software
is invoiced. Throughout the duration of the warranty, Blue Coat
will support its software with 8x5 Technical Phone Support and access
to all minor and maintenance releases for Customer purchased software.
Warranty Restrictions - The hardware and software warranties
do not apply if the Product:
- Has been altered, except by an authorized Blue Coat Systems,
Inc. Employee or Representative
- Has not been installed, operated, repaired, or maintained
in accordance with instructions supplied by Blue Coat Systems,
Inc.
- Has been subjected to abnormal physical or electrical stress,
misuse, negligence, accident, or damage caused by an Act of
God
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Blue
Coat Support Services
EdgeBlue.com is a division of Virtual Graffiti Inc, an authorized
Blue Coat Systems reseller.