Blue Coat Technical Support Case Handling

Solutions ID:    KB3029
Version:    1.0
Status:    Published
Published date:    07/07/2009

Problem Description

Blue Coat Technical Support Case Handling
What are Blue Coat's service priorities?
What response time should I expect?
What is my escalation path?
How do I talk to a technical support manager?


Blue Coat tracks questions and requests for assistance for warranty and support contracts through a Service Request (SR) process.  This is typically done by contacting a Global Support Center, or by opening an SR through the customer support portal, BlueTouch Online.  As SRs are opened, technical information about the product, environment, and customer site will be collected, and a "service priority level" is assigned for each case.

For full details regarding case handling, priority definitions, response and escalation times, case preparation, and case escalation, please see .

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