Blue Coat Customer Support User Guide.d

Blue Coat Support DRAF

Blue Coat Systems Customer Support User Guide

Blue Coat Systems Inc. 420 North Mary Avenue Sunnyvale, CA 94085 Phone: +1 408 220 2200 www.bluecoat.com

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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CONTENT Introduction to Blue Coat Customer Service & Support...................................................................................... 4  Our Goal............................................................................................................................................................................. 4  Global Support Centers ...................................................................................................................................................... 4  Hours of Operation............................................................................................................................................................. 4  Getting Started ......................................................................................................................................................... 5  Your Blue Coat Team ........................................................................................................................................................ 5  How to Contact Customer Service & Support ................................................................................................................... 6  Service Request Communications...................................................................................................................................... 6  Accessing Information ............................................................................................................................................ 7  BlueTouch Online Customer Portal ................................................................................................................................... 7  Software Downloads .......................................................................................................................................................... 7  Product Documentation ...................................................................................................................................................... 7  Knowledge Base ................................................................................................................................................................ 7  Technical Alerts ................................................................................................................................................................. 7  Technical Briefs ................................................................................................................................................................. 7  Security Advisories ............................................................................................................................................................ 8  Service Newsletter ............................................................................................................................................................. 8  BlueTouch Online Site Bulletin ......................................................................................................................................... 8  BlueTouch News ................................................................................................................................................................ 8  Blue Coat Product Resources ............................................................................................................................................. 8  Discussion Forums ............................................................................................................................................................. 8  BlueTouch Online .................................................................................................................................................... 9  About BlueTouch Online ................................................................................................................................................... 9  BlueTouch Online Access Rights ...................................................................................................................................... 9  BlueTouch Online User Accounts.................................................................................................................................... 10  Service Contracts ............................................................................................................................................................. 10  Case Handling and Escalation .............................................................................................................................. 11  Case Handling .................................................................................................................................................................. 11  SR Priority Levels ............................................................................................................................................................ 11  Response & Escalation Times .......................................................................................................................................... 12  Case Escalation ................................................................................................................................................................ 12  K9 Web Protection Support ...................................................................................................................................... 13  K9 Support Overview ...................................................................................................................................................... 13  Online Instant Support ..................................................................................................................................................... 13  License Management ............................................................................................................................................. 14  Licensing & Entitlement .................................................................................................................................................. 14  License Management ....................................................................................................................................................... 14  Licensing ProxySG Product Family ................................................................................................................................. 16  Licensing ProxyAV Product Family ................................................................................................................................ 17  Licensing PacketShaper ................................................................................................................................................... 18  Licensing Cold Standby Unit ........................................................................................................................................... 20  RMA License Procedures ................................................................................................................................................ 21  Return Material Authorization (RMA) ................................................................................................................... 22  RMA Process Description ................................................................................................................................................ 22  Requesting an RMA ......................................................................................................................................................... 22  Requesting Status on Existing RMA’s ............................................................................................................................. 22  RMA for Legacy Support Options ................................................................................................................................... 22  RMA License Procedures ................................................................................................................................................ 23  RMA Return Instructions ................................................................................................................................................. 23  Hard Disk Drive Replacement Policy .............................................................................................................................. 24  Hard Disk Drive RMA Process ........................................................................................................................................ 25 

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Blue Coat Product Lifecycle & Policies ............................................................................................................... 26  End of Life – Support Policy ........................................................................................................................................... 26  Software Product Policy................................................................................................................................................... 26  Hardware Product Policy ................................................................................................................................................. 26  Second-hand and Grey Market Equipment Policy ........................................................................................................... 27  Common Support Level & Support Delivery Policy ....................................................................................................... 27  Blue Coat Channel Advantage Program – Service and Support Policy ........................................................................... 27  Assignment of License Policy .......................................................................................................................................... 27  Demonstration Equipment Policy .................................................................................................................................... 27  Software Terms and Conditions ....................................................................................................................................... 28  Hardware and Software Warranties ................................................................................................................................. 29  BlueTouch Services ............................................................................................................................................... 30  BlueTouch Support Services ............................................................................................................................................ 30  BlueTouch Proactive Services ......................................................................................................................................... 32  BlueTouch Training Services ........................................................................................................................................... 32  BlueTouch Professional Services ..................................................................................................................................... 32  BlueTouch Support Partner Services ............................................................................................................................... 32  Legacy Support Offerings ................................................................................................................................................ 33  BlueTouch Training Services ............................................................................................................................... 34  Introduction ...................................................................................................................................................................... 34  Training Locations ........................................................................................................................................................... 35  Course Enrollment ........................................................................................................................................................... 35  Training Calendar ............................................................................................................................................................ 35  Training Certification ....................................................................................................................................................... 36  Training Courses .............................................................................................................................................................. 37  Your Feedback is Important .................................................................................................................................. 37  Post-Case Surveys ............................................................................................................................................................ 38  Customer Reference & Beta Programs ............................................................................................................................ 38  Technical Advisory Board ............................................................................................................................................... 38  Contacting Your Local Account Team ............................................................................................................................ 38  General Inquiries .............................................................................................................................................................. 38  Feedback about this Document ........................................................................................................................................ 38  Appendix ................................................................................................................................................................. 40  Blue Coat Support Contacts Worksheet ........................................................................................................................... 40  Blue Coat Support Installed Products Worksheet ............................................................................................................ 41  Blue Coat Support - General Terms and Definitions ....................................................................................................... 42  About the Customer Support User Guide The Blue Coat Customer Support User Guide is intended to be a reference document and tool to ensure success through all phases of the product lifecycle, including deployment, maintenance and in optimizing Blue Coat products within your organization. This document is available for download and use by Blue Coat customers at http://www.bluecoat.com/doc/11632. Information in this user guide is organized to reflect the product support & services life cycle, and to reinforce key support and service programs and policies (these are reinforced by information that is listed in the Blue Coat web pages, at http://www.bluecoat.com/support).

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Introduction to Blue Coat Customer Service & Support

Our Goal Blue Coat’s customer services goal is to achieve complete customer satisfaction, wherever and whenever this is possible. Our approach is to help customers select support and service products that match their business requirements; set appropriate expectations for the response time, delivery of services, timely resolution of support issues, and excellence in the overall customer experience. Blue Coat Customer Service & Support (CS&S) business policy is guided by our commitment to: - Protect customer's investment in Blue Coat technology - Maximize operational efficiencies - Manage service and support costs - Provide peace of mind

Global Support Centers Blue Coat maintains 33 offices worldwide which includes 6 Global Support Centers: Sunnyvale (California), Waterloo (Ontario, Canada), Farnborough (UK), Tokyo (Japan), Kuala Lumpur (Malaysia), and Dubai (UAE). Blue Coat employs technical support engineers with expertise in networking, web, authentication, security, policy, and data communications backed by expert research and development engineers. Blue Coat Customer Service & Support delivers “follow-the-sun” 24/7/365 support by managing and transferring Service Requests (SR’s) or support cases with a global database and support management system. Calls that fall outside a support center’s time frame are routed to an open support center, ensuring that your IT staff can always reach a knowledgeable Blue Coat support engineer immediately. A documented follow-the-sun handoff process ensures proper handling of the call around-the-clock. Multi-lingual experts in each location collaborate with other support centers, partners, and Blue Coat engineers to ensure the right resource is applied to any situation.

Hours of Operation Technical product support for both hardware and software is available 24x7x365. Technical support may be accessed via telephone or Blue coat’s web based BlueTouch Online portal. For network down emergencies, customers should contact their BlueTouch Support Partner or call the Global Support Centers directly (refer to How to Contact Customer Service & Support, below). The online portal is recommended for P3 and P4 issues only.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Getting Started

Your Blue Coat Team Blue Coat has implemented a global sales and service delivery model that leverages Blue Coat and Blue Coat’s channel partners to provide world-class account management and product support worldwide. Each Blue Coat customer may have multiple contacts across the Blue Coat team, related to sales, technical advice, professional services, employee training, product management and ongoing maintenance and proactive support services. The following team members may be available for ongoing support of Blue Coat customers: Blue Coat Account Manager

Account sales contact, or channel partner account manager

Systems Engineer (SE)

Local technical contact for pre-sales systems support for customers and/or partners

Professional Services Consultant

Area technical contact for the delivery of Professional Services offerings

Channel Partner

Local reseller for Blue Coat products (partner levels: Authorized, Elite or Premier)

BTSP Partner customers

BlueTouch Support Partner (BTSP): certified to provide Blue Coat support to

ATC Partner

Authorized Training Center (ATC): certified to provide local Blue Coat training classes

Technical Support Engineer

Member of the Global Support Center (GSC) providing customer support and/or backline support to BTSPs

Technical Account Manager

Assigned to accounts with BlueTouch Proactive service agreement

Duty Manager

On call manager who may be contacted to expedite the resolution or elevate the priority of a reported problem

Customer Care

Blue Coat worldwide contacts to assist with BlueTouch online login, licensing & contracts

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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How to Contact Customer Service & Support http://www.bluecoat.com/support/contactsupport Americas

Europe, Middle East, Africa

Online Support Telephone Support

Asia-Pacific, Australia, NZ

BlueTouch Online: https://bto.bluecoat.com +1 408 220 2200, option #3 +1 866 362 2628, option #1

+44 (0)1252 554 700

+6 03-2687-7501 Japan: +81 335808390

Duty Manager

Worldwide: +1 408-541-3700 (case escalation)

Customer Care

[email protected] (BlueTouch Online account login, licensing, entitlement)

Professional Services Training Services Purchase Support Renew Support K9 Web Protection

6:00AM – 5:00PM PST

8:00AM – 4:00PM GMT+1

8x5, Business Days

+1 408 220 2200, option #2

+44 (0)1252 554 604

n/a

+1 888-946 7769, option #2

n/a

n/a

+1 408 220-2200, option #1

EMEAProfessionalServices@ bluecoat.com

+1 408 220-2200, option #1

Contact Blue Coat Sales or Telephone: +1 408-220-2200, option #1 Contact Blue Coat Sales (http://www.bluecoat.com/salesrep/search) Blue coat online Registration or contact Authorized Training Centers [email protected] [email protected] [email protected] [email protected] K9 Online Support or K9 Online Instant Support (Online 24x7)

Service Request Communications http://www.bluecoat.com/support/casehandling Local Account Team or Blue Coat Partner http://www.bluecoat.com/company/contactus Customers may contact their Blue Coat Partner, BlueTouch Support Partner, Account Manager or Systems Engineer (SE) to discuss their SR and support status. The Blue Coat Account team and partners may contact Blue Coat support to review or escalate SR cases on your behalf. Technical Support Engineer (telephone) http://www.bluecoat.com/support/contactsupport Customers may contact a Global Support Center Technical Support Engineer (TSE) to discuss their Service Request (SR). Duty Manager +1 408 541 3700 (Worldwide) Customers may contact the Duty Manager to expedite the resolution or elevate the priority of a reported problem. This can be done by making the request to the Global Support Center (GSC) engineer to whom the case is assigned or by calling the 24/5 global on-call duty manager contact line.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Accessing Information

BlueTouch Online Customer Portal https://bto.bluecoat.com BlueTouch Online allows customer to access the following functions:  Online Ticket Management  Knowledge Base  Discussion Forum  Security Advisory  Technical Brief  Field Alerts  Software Downloads  Licensing  Documentation

Software Downloads https://bto.bluecoat.com/downloads Blue Coat provides the ability to download software images from this site including new releases, dot releases and minor releases.

Product Documentation https://bto.bluecoat.com/documentation The portal also provides access to Blue Coat product and technical information.

Knowledge Base https://kb.bluecoat.com Access the latest solutions and research technical issues in our product-specific knowledge base. Blue Coat provides an extensive and customizable online knowledge base of frequently asked questions with answers and references to Tech Briefs, Guides and product documentation. You can customize subscriptions on topics of interest and receive automatically all pertinent information regarding these topics as set in the desired personal knowledge base (KB) settings. KB Help & Tips

https://bto.bluecoat.com/help

KB Tutorial

https://bto.bluecoat.com/help/videos/km-training

Technical Alerts https://bto.bluecoat.com/support/techfieldalerts Technical field alerts provide you with information on critical product and software issues. Subscribe (RSS) to Technical Alerts RSS https://kb.bluecoat.com/index?page=rss&channel=TECHNICAL_FIELD_ALERTS&detail=content

Technical Briefs https://bto.bluecoat.com/support/technicalbriefs Technical briefs illustrate the features and capabilities of Blue Coat products, providing baseline configurations for common deployment scenarios.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Security Advisories https://bto.bluecoat.com/support/securityadvisories Potential security issues and their impact on Blue Coat products are reported, including public reporting of security vulnerability information. Subscribe to Security Advisories

RSS https://kb.bluecoat.com/index?page=rss&channel=SECURITY_ALERTS&detail=content

Service Newsletter Service News is published monthly and sent to Blue Coat Support Services customers. The newsletter includes highlights of product and software releases, with information about recent Technical Alerts, Security Advisories, product documentation, forums, and highlights technical support answers (based on questions by customers through contact with Blue Coat’s Global Support Centers and queries to the Knowledge Base). Subscribe to Service News

[email protected]

BlueTouch Online Site Bulletin https://bto.bluecoat.com The “Site Bulletin” located at the top of the BlueTouch Online home page, lists timely and important news and headlines about Blue Coat products, product support, and support tools.

BlueTouch News http://www.bluecoat.com/support/bluetouchnews One-stop summary of recent (30-45 days), “what’s new” items within support: software releases, technical alerts, security advisories, changes and additions to support policies and online support tools.

Blue Coat Product Resources http://www.bluecoat.com/resources/overview The resources site offers a variety of tools for Blue Coat customers, including product datasheets, white papers, performance briefs, eBooks, technology primers, ROI calculators, articles, software images and logos.

Discussion Forums https://bto.bluecoat.com/support/forums Collaborate with peers and subject matter experts to answer your support questions. Share knowledge and news about Blue Coat products and related technologies. http://forums.bluecoat.com http://techexchange.packeteer.com

ProxySG Products Forum PacketShaper Products Forum

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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BlueTouch Online

About BlueTouch Online http://bto.bluecoat.com BlueTouch Online Portal is Blue Coat System’s Online Customer Support Service portal. It has been designed and put in place to enable customers to have immediate, personal, secure web access to Blue Coat Systems information and resources 24 hours a day, 7 days a week from anywhere in the world. BlueTouch Online includes features such as:  Ability to verify registered products and entitlements  A case management system that allows entitled customers to conveniently open, review and update trouble tickets  Knowledge Base, a comprehensive solutions database available to you to research a wide range of topics  Access to exclusive software downloads, support materials, and installation notes  Software license and activation tools BlueTouch Online portal replaced the Blue Coat WebPower portal in December 2008, featuring an updated user interface and improved system tools for management of technical support including online support, Service Requests, Software downloads, product documentation and related information. Users may log-in using their existing User-ID.

BlueTouch Online Access Rights Access to BlueTouch Support Services is available to Blue Coat customers and partners and accounts are usually associated with the Blue Coat product (or “asset”). Customers or partners may be identified as the “entitled” account for supported products and for many customers; a Blue Coat partner manages support for an asset and as the “entitled” support provider. 

BlueTouch Online login accounts are generally associated to an entitled account of a valid asset entitlement. The entitled “account” will be able to submit a Service Request via BlueTouch Online for that asset.



Login accounts can also be associated to the licensed account of an asset [hardware or software] and will be able to manage the license for that asset.



BlueTouch Online logins associated to an end customer account of an asset will have read-only access to view SRs and RMAs initiated by the BlueTouch Support Provider for that asset.

Important: The party that registers the asset will be identified as the licensed account for the asset. If the end customer registers the unit then the end customer will be the owner and the one that controls the licenses for the asset. If a BlueTouch Support Partner (BTSP) registers the unit for an end customer then the BTSP will control the licensing for the end customer. The end customer will typically register the unit, and be the licensed account owner. It is possible to have the following scenarios: 

Entitled Account: the Licensed Account and is the End Customer Account. In this case, the End customer will contact Blue Coat directly for support services.



Entitled Account is the Licensed Account: the BTSP handling support will also handle licensing for the product(s).



Licensed Account is the End Customer Account: the BTSP will handle support, but the end customer will manage the licenses

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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BlueTouch Online User Accounts http://www.bluecoat.com/support/customercare For security reasons, BlueTouch Online login IDs must be associated to a specific user name. This process allows for tracking of what a user does and it also allows for a simple removal of a BlueTouch Online login for users. There is also the possibility to create a corporate account for a technical support group or for a team. This of course implies that an individual user within that team cannot change the password. The email address must be a valid business address; we do not accept email addresses such as Gmail, Yahoo, etc. Blue Coat Customer Care (formerly known as Support Services) will provide the customer with the necessary support regarding licensing and BlueTouch Online login accounts. The following may be used to create and maintain Login accounts for the BlueTouch Online customer portal: 

Request Login User ID/Password



Terminate Login User ID



Forgot Password



Change Password



Other Login Issues

To obtain a BlueTouch Online account through the asset’s management console: 1. Select Maintenance > Licensing > Install. 2. In the License Administration field, click Register/Manage. The License Configuration and 3. Management Web page appears (ignore the dialog at this time). 4. Perform one of the following:  Click the link for Request Login User ID/Password. Enter the information as prompted.  To obtain your current information for an existing account, click the Forgot Password link. A BlueTouch Online login can be also be obtained by contacting the Blue Coat Customer Care team by email at [email protected] during the registration process of the asset. Please include your name, full company name, address, telephone/contact information and if appropriate, hardware serial number(s).

Service Contracts http://www.bluecoat.com/support/customercare Customer Care may also be contacted to confirm and verify status of product support contracts: 

Verify Contract Status



Request a Contract Welcome Letter



Request a New Service Contract Quote



Contract Renewal

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Case Handling and Escalation

Case Handling http://www.bluecoat.com/support/supportpolicies/casehandling Blue Coat manages all customer related technical questions for products under a valid support contract through our Service Request (SR) case handling process. This is typically done by contacting a Global Support Center, or by opening a Service Request 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. The service priority is determined by evaluating the problem type and technical impact, and plays an important role by setting the initial response time, update frequency, and as guidance for the time to escalate issues to a higher level. By setting priority levels, Blue Coat is able to balance its resources for all customers, and to allow timely resolution of technical issues. In the interest of customer satisfaction and efficient case management, a “Duty Manager” is on call as a resource to assist customers who may feel that the priority of their issue has not been accurately characterized, or the response has not been within the stated timelines.

SR Priority Levels http://www.bluecoat.com/support/supportpolicies/casehandling Priority 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 Priority 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 P1 issue Priority 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 P2 issue Priority 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

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Response & Escalation Times http://www.bluecoat.com/support/supportpolicies/casehandling

Priority Level

Response Time*

Escalate Time**

Update Frequency

Priority 1

Immediate

2 hours

Continuous

Priority 2

1 Hour

24 hours

Daily

Priority 3

8 Hours

5 days

Weekly

Priority 4

24 Hours

10 days

Weekly

* P1 and P2 problems must be logged through the Global Support Center by telephone, or immediately followed up through the telephone if logged through BlueTouch Online, to help ensure the response time objective is met. ** 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. Response time is the time between initial contact and active engagement by a support engineer or duty manager. The below response times are objectives only. Actual response times may vary.   

Priority 1 requests are responded to on a 24X7 basis. Priority 2 requests are responded to on a 24x7 as agreed to between the customer & Blue Coat. Priority 3 and 4 are responded during normal business hours for the region where the SR originated.

Case Escalation To expedite the resolution or elevate the priority of a reported problem, Blue Coat encourages customers to contact the oncall duty manager. This can be done by making the request to the Global Support Center (GSC) engineer to whom the case is assigned or by calling the 24/5 global on-call duty manager contact line at: +1 (408) 541 3700 (worldwide) The duty manager role is not intended as a replacement to the existing Blue Coat support processes, rather it is a resource customers may turn to for additional management focus. When contacting the duty manager, please be ready to provide:  A current, active Service Request number  Clear contact information in the event of call-back which includes: > Primary contact name with correct spelling of surname > Primary contact telephone number > E-mail information > Alternative contact(s) in the event of unavailability of the primary contact  Failure to provide this information may result in longer response times.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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K9 Web Protection Support

K9 Support Overview http://www1.k9webprotection.com/support K9 offers three kinds of help: 1. Online "Instant Support" – We encourage you to take advantage of K9's Instant Support because the more you use it, the better it will get. We learn the kinds of questions you ask, and from the information we gather, we can both improve the help system and the product. 2.

Frequently Asked Questions – A list of our more frequently-asked questions.

3.

User Forum – Post questions for other K9 users to answer. Please note that this is not an official K9 Web Protection support path.

For emergencies, you can access our automated support system by telephone. This support system provides answers in the form of pre-recorded messages. If you do not have Internet access, and need help with K9, please call 1-801-999-2959. Please note: This is not a live support number, and is not a toll-free call.

Online Instant Support http://www.nohold.net/noHoldCust31/Prod_7/KnowledgePortal/KPScripts/frames.asp?login=1

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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License Management

Licensing & Entitlement http://www.bluecoat.com/support/customecare Key links for Logon Requests, Product Registration, Licensing and Activation: 

Product Licensing



Product Activation



Verify Contract/Warranty

The license portal allows you to license and register your product and transfer licenses.  Retrieve a License File for your appliance  Swap Licenses between two BC appliances  Remove Licenses for the appliance  View License history for the BC appliance. There are different types of licenses for the ProxySG, ProxyAV and PacketShaper product families (license management processes for each of these is described below).

License Management BlueTouch Online allows customers to control and manage licenses, service requests and check entitlements. To activate the license, the hardware has to be registered and then the license can be installed. Each asset is uniquely identified by its serial number that will be used to register the unit and obtain the necessary licenses to operate the asset. It is necessary to register the unit:  To be able to operate it correctly with the licenses.  To be able to access BlueTouch online for all services related to the unit. After logging in to BlueTouch Online, the asset can be registered and licenses can be obtained (this requires that your BlueTouch Online login account is linked to the licensed account for the asset).

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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It is also possible to register the unit directly through the management interface of the appliance during the initial setup.           

To activate the license:  Open a Web browser. Disable the browser’s pop-up blocker. Enter the IP address you assigned this appliance during initial setup: https://ip_address:8082 Enter the access credentials, as specified during initial setup. Click Management Console. The license warning/registration screen appears. Enter your BlueTouch Online credentials and click Register Now; this automatically registers the hardware and software. From the Management Console, navigate to the License page to begin the retrieval process: Maintenance > Licensing > Install. Click Retrieve. The Request License Key dialog displays. Enter your BlueTouch Online credentials and click Send Request. To verify license installation, click the View tab and click Refresh Data.

If you require detailed procedures regarding registration, license retrieval, and installation, refer to the Licensing chapter in the SG Appliance Volume 1: Getting Started document, or click the Help button to view the contents of this chapter in HTML format. https://bto.bluecoat.com/documentation/pubs/ProxySG

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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September 21, 2009

Blue Coat Support DRAF

Licensing ProxySG Product Family All assets are delivered with a 60 day free license key and then the licenses associated to the asset have to be installed and registered to the Serial Number of the asset. Registration can also be done through the management console on the ProxySG. The SG product family comes with three types of licenses:  Basic – Basic services included such as HTTP/FTP etc  IM – Licenses for Instant Messaging proxy (Yahoo, MSN, AOL, etc.).  SSL – SSL proxy and HTTPS reverse proxy The Basic license is included by default, and once the product has been registered on the BlueTouch Online, the license can be generated and downloaded through the BTLP (BlueTouch License Portal) with the same customer credentials as for the BlueTouch Online Portal. A three year license for IM is available with a valid support contract. The IM license will be available through the BTLP after a valid support contract has been registered to the asset. The BTLP can be accessed through the BlueTouch Online Portal. Licensing registration can also be done directly through the ProxySG under Maintenance -> Licensing. The other licenses are purchasable and will be registered with the serial number of the device. The licenses can be downloaded in the same way as the Basic license once the product has been registered. An activation code is sent for the SSL license, and the activation code should be entered in the BlueTouch License portal for generation of the license key. Finding and installing Content Filter Licenses Customers can purchase their content filtering license from Blue Coat or they can also purchase SmartFilter or Websense directly from the vendor. Blue Coat WebFilter, SurfControl, Proventia, Webwasher, Optenet, ALSI, and DAJ  Customer needs to register their Activation Code using the Blue Coat Licensing Portal: 1. https://services.bluecoat.com/eservice_enu/licensing/register.cgi 2. They login using their BlueTouch online credentials 3. Enter Activation Code and accept End User License Acceptance (EULA)  The BCLP gives back the Username  The Activation Code is the Password  Apply though the Management Console/Configuration/Content Filtering/Select Vendor. SmartFilter Content Filtering Licenses  Customer needs to register their Activation Code using the Blue Coat Licensing Portal: https://services.bluecoat.com/eservice_enu/licensing/register.cgi. They login using their BlueTouch Online credentials 1. Enter Activation Code and accept End User License Acceptance (EULA)  The BCLP gives back the License 1. Register this license through Secure Computing Website 2. Term Dates are determined by registration date and controlled by Secure Computing 3. Once Secure Computing replied to the End User…  Apply though the Management Console/Configuration/Content Filtering/Select Vendor

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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September 21, 2009

Blue Coat Support DRAF

Licensing ProxyAV Product Family All ProxyAV assets are delivered with an included 60 day free license key and then the licenses associated to the asset have to be installed and registered to the Serial Number of the asset. The two components requiring licensing for the ProxyAV are:  The ProxyAV operating system license that is included by default  The Antivirus Subscription Key o Sophos o MacAfee o Panda o Kaspersky Anti-virus scanning services cannot begin without a valid license installed on the AV appliance from one or more AV vendors. License Key files are obtained from the Blue Coat License Portal (BCLP), which requires your BlueTouch Online credentials for access.

Activation of Licenses for Pre-AV 3.1 Log into the BCLP (Blue Coat License Portal). Select Blue Coat AV from the menu on your left. Select Antivirus serial number from the menu on your left. Enter the Activation Code that you received in an email. Accept the EULA. It will provide you with a subscription number. Copy and paste the subscription number into the AV appliance. (For help, please refer to pages 36 and 37 of the Configuration and Management Guide.) Activate the License for AV 3.1 and above Log into the BCLP (Blue Coat License Portal). Select Blue Coat AV from the menu on your left. Select Activate License from the menu on your left. Enter the Hardware Serial# (which is on the Management Console home page) and the Activation code that you received in an email. Accept the EULA. To activate your license, click the Update license button in the License Key Automatic Installation section in the AV appliance. Also, check the Use Auto Update check box. NOTE: If you already have an AV appliance and subscription number, you can enter that subscription number in place of the activation code when you receive a new AV appliance.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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September 21, 2009

Blue Coat Support DRAF

Licensing PacketShaper Licensing management is done through the licensing portal at the BlueTouch Online Portal found at https://bto.bluecoat.com/ The licenses are issued on a per-appliance basis. Each license key includes the license for all PacketWise modules purchased by the end user. The license key is tied to the appliance; each software license can only be used on the appliance for which it was intended (and no others). This ensures that the correct software is paired with the correct appliance. There are two types of licenses that can be used with PacketShaper appliances; Permanent and Evaluation License. A PacketShaper can use a combination of these two types of licenses for various modules. For example, a PacketShaper can have a permanent Shaping Key with a temporary Compression key. Evaluation Key The trial period is either a 30 or 60 day period that begins once the key is issued by Blue Coat. During this period a user is able to evaluate all or specific features of the PacketWise software. Once the evaluation period ends, the PacketShaper will reboot at 12:02 GMT. To view the days remaining in the trial period, please do the following: 1. Open the command-line interface (CLI) connection and type version verbose 2. Look for installed keys. The date on which the evaluation period ends is displayed. Permanent Key These keys are installed once. The permanent keys will be stored in the basic.cfg file on the PacketShaper's flash memory volume after installation. It is recommended to have a backup copy of the basic.cfg file, especially prior to installing upgrade keys. Licensable Modules There are four different types of licensable modules for the PacketShaper 1. Control Key - This key is required to enable the Shaping Module. The PacketShaper will run in monitor-only mode if this key is not present. 2. Link Size Key - This key is used to control the maximum performance level of shaping that can be configured into a PacketShaper. If the shaping is off, no maximum is enforced. The traffic can traverse up to the wired speed. 3. Acceleration Key - This key is used to enable or disable the acceleration feature. 4. Compression Key - This key is used to enable or disable the compression feature. Registration of Unit for Obtaining License The process is for licensing the PacketShaper is: 1. Access https://bto.bluecoat.com/ 2. Login to your user account. 3. Select "licensing" 4. Select "license other" 5. You will be requested a second time for your login credentials to access the licensing portal. 6. Select "PacketShaper". 7. Enter PacketShaper serial number 8. Click "submit". The license keys will appear with a description of the installation steps.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Blue Coat Support DRAF

Installation Instructions of License Key on PacketShaper Products 1. Login to the PacketShaper command-line interface via the console cable, SSH or telnet. 2. Enter the key install command(s) that you were given at registration of the unit. Note the keys are unique to a specific serial number and cannot be used on any other PacketShaper. 3. To complete the installation, reset your unit. The keys will not apply until after reboot. 4. To verify the installation was successful issue the command: "setup key show" (without quotes) and verify your new keys are listed. Upgrade of License If you purchased an upgrade license keys for the PacketShaper units, then you will receive the Activation letter from customer care ([email protected]). Please do the following after receiving the email: 1. Access https://bto.bluecoat.com/ 2. Login to your user account. 3. Select "licensing" 4. Select "license other" 5. You will be requested a second time for your login credentials to access the licensing portal. 6. Enter the Activation Code that you obtained via email from Customer Care. 7. Read and accept the EULA. 8. Enter the Hardware Serial Number of the device to be upgraded. The license keys will appear with a description of the installation steps. Installation Instructions of Capacity Upgrade License on PacketShaper 1. Enter the command: measure reset. This will reconfigure your unit hard disk to store statistics for its new class’s capacity. Please note all old data will be lost. The reconfiguration can take as long as 30 minutes to complete, depending on your model of unit. 2. When the measurement reset is complete, issue the "measure show" command. It should say "Measurement engine is running". Verifying Installed License Key There are CLI commands that will allow you to display the current status of the licenses that are installed on the PacketShaper appliance. The keys that are not installed or purchased will show up with the value = Non Applicable. Available CLI commands are:  Version verbose - Displays the software version, model, serial number and memory capacity of the appliance. It also includes the part number, inside and outside MAC addresses, installed license keys and installed plug-ins.  Setup show - Displays the basic configuration of the PacketShaper, including the installed license keys as part of the non-sharable (local) settings.  Setup keys show - Displays the installed license keys. This command can only be issued in touch mode. The keys are displayed along with the classes and feature set keys installed at other times in the appliance configuration.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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September 21, 2009

Blue Coat Support DRAF

Licensing Cold Standby Unit The licenses from the operational unit can be transferred by the licensed account through the licensing portal to the cold standby unit. The transfer of the licenses must take place prior to the RMA. Otherwise the old licenses of the RMA'd unit will be transferred automatically to the new unit that will be shipped out.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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September 21, 2009

Blue Coat Support DRAF

RMA License Procedures Please follow the RMA licensing procedures listed below to properly register the unit received with Blue Coat Systems. Each product type has a unique set of licensing instructions. If you have any questions pertaining to the licensing process, contact Blue Coat Customer Care: [email protected]. ProxySG Appliances: Blue Coat depots stock units with predefined OS versions based on platform type since at the time of stocking it is unknown what version the recipient will be running. You may therefore need to downgrade or upgrade the proxy upon receipt. This can be done by navigating to http://download.bluecoat.com. For customers running SGOS version 3 or greater, Blue Coat has already transferred your license and software options from the defective unit to your replacement unit in Blue Coat’s licensing database. (The license & entitlement is swapped between the defective unit and the replacement unit. A 60 day trial license is placed on the defective unit.) The defective unit is now registered under Blue Coat and has a 60 day demo license key associated with the unit. To license the replacement unit, retrieve the new key while configuring your unit through the Management Console (Maintenance/Licensing/Install/ Retrieve active keys from Blue Coat). This will require logging in to BlueTouch Online. ProxyAV Appliances: Firmware Version 2.x The OS license needs to be registered through the Management Console/Subscriptions Tab. The license begins with PXAand needs to be registered before any subscriptions can be registered. Paste of type in the PXA- number into the ProxyAV Serial Number filed, and Save Changes. Register the AV license by selecting the vendor type purchased. Paste or type the AV license key into the “Enter Your Antivirus Serial Number Here” date filed and Save Changes. The AV license key should save and display the number of days remaining. ProxyAV Appliances: Firmware Version 3.x To license the replacement unit, log into Blue Coat Licensing Portal, Blue Coat AV, Swap Licenses From Hardware Serial Number: enter defective unit SN, To Hardware Serial Number: enter replacement unit SN, Next, Swap. Retrieve License file from Management Console of replacement AV unit. Spyware Interceptor Appliances: The Spyware Interceptor subscription (activation key) has not been transferred from the defective unit to the replacement unit. Please contact Blue Coat Support Services when you are ready to activate the replacement unit and transfer the subscription. Contact http://www.bluecoat.com/support/contactsupport. ProxyRA Appliances: For replacements and repairs during the DOA period (within 3 days after system installation) the customer will receive a replacement RA along with an email containing a new activation code (user pack license). This licensing and registration process will require BlueTouch Online credentials. For instructions on the licensing process click here Please note; the user pack license provided to the customer with the initial shipment will be deactivated. For replacements and repairs after the official DOA period, the customer will only receive a replacement RA unit under the current support or warranty policy. The customer will then need to perform a license swap utilizing the Blue Coat Licensing Portal. For any inquiries regarding this process, please contact [email protected].

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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September 21, 2009

Blue Coat Support DRAF

Return Material Authorization (RMA)

RMA Process Description http://www.bluecoat.com/support/supportpolicies/rmainformation Blue Coat provides RMA Advanced Hardware Exchanges to those customers who have a valid entitlement under product warranty or service contract. Below are the steps to take to initiate a RMA.

Requesting an RMA 1. 2. 3.

4. 5.

http://www.bluecoat.com/support/contactsupport Open a technical support case via BlueTouch Online or contact Technical Support. A technical support engineer will work with you to troubleshoot the issue and verify if a hardware repair or replacement is required. If a hardware replacement is required, the technical support engineer will initiate the RMA by obtaining the following customer information:  Company Name  Shipping Address  Contact Name  Contact Phone Number  Contact email address  Problem Description  Product Model Number  Product Serial Number When the RMA has shipped, the customer will receive a shipment notification which will include instructions regarding the defective hardware return. If the defective hardware is not returned within 10 days, the customer will be contacted. Customers may also contact Blue Coat for return instructions, [email protected].

Requesting Status on Existing RMA’s Forward all questions regarding shipment, status, customs, duties and taxes to [email protected]. Please reference your RMA number when submitting these inquiries. Customers may also access RMA status via BlueTouch Online utilizing the “Check My RMA’s” link.

RMA for Legacy Support Options http://www.bluecoat.com/support/supportpolicies/rmainformation Refer to the Blue Coat website for instructions and information about legacy Gold and Platinum service contracts (for information related to delivery times, RMA request cut-off times, and country-by-country delivery schedules).

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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September 21, 2009

Blue Coat Support DRAF

RMA License Procedures Please refer the RMA licensing procedures listed in the “License Management” section to properly register the unit received with Blue Coat Systems. Each product type has a unique set of licensing instructions. If you have any questions pertaining to the licensing process, contact Blue Coat Customer Care: [email protected].

RMA Return Instructions When returning products to Blue Coat Systems, follow the return instructions provided with the RMA replacement shipment. Blue Coat products should be returned within 5 business days from date of receipt of replacement product. The customer will receive a follow up phone call from Blue Coat Systems to ensure the return takes place. Parts deemed consumable by Blue Coat do not require a return shipment and will not include return instructions unless required by local environmental regulations (such as the European Union WEEE Regulation). Parts such as power supplies and fans fall into this category. Defective products that are not received by Blue Coat Systems within ten (10) days of receipt are subject to invoicing for the full list price as stated in the most current Blue Coat Systems, Inc. price list. Failure to pay the invoice or return the defective product may result in the suspension of Services by Blue Coat Systems. All material returned to Blue Coat Systems must follow the return instructions. Blue Coat Systems reserves the right to refuse shipments that do not include (at minimum) the RMA number. Refused shipments will be returned to the shipper via collect freight. If you have any questions regarding a RMA return or did not receive return instructions with your shipment, please contact [email protected]

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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September 21, 2009

Blue Coat Support DRAF

Hard Disk Drive Replacement Policy http://www.bluecoat.com/support/supportpolicies/hddreplacement Original Hard Disk Drives (HDDs) are to be returned to Blue Coat within 10 days of receipt of the replacement drive. Blue Coat’s procedure is to ensure resident data are destroyed through several failure verification tests. Customers with BlueTouch Standard and Standard Plus service who chose not to return HDDs may be charged a $500 fee per un-returned drive. Customers who purchase BlueTouch Advanced, Premium or Premium Plus service may retain 1 HDD per year per system serial number with no charge if the customer chooses to retain & dispose of the HDD.

BlueTouch Service Option

HDD Non-Return Charge

HDD Non-Return Charge Waived for 1

Standard

Yes

--

Standard Plus

Yes

--

Advanced

--

Yes

Premium

--

Yes

Premium Plus

--

Yes

The part number associated with this charge 070-08108. Failure to return the HDD or pay the invoice within 35 days of receipt may result in the suspension of support and services for that specific asset by Blue Coat and will void Blue Coat’s Warranty. Most Blue Coat service agreements have a requirement that defective systems and non-consumable FRU’s must be returned in exchange for replacement hardware, unless expressly waived by Blue Coat.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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September 21, 2009

Blue Coat Support DRAF

Hard Disk Drive RMA Process http://www.bluecoat.com/support/supportpolicies/hddreplacement Failure Verification Process Regardless of the circumstance surrounding the physical return of an HDD, Blue Coat will erase all data resident in the magnetic disk media as part of the failure verification test. This is accomplished through a write verify test that occurs twice through the failure verification test process utilizing two separate diagnostic programs. The diagnostic programs used by Blue Coat write many different bit patterns to all areas of the disk to verify the read/write circuits and disk media. This procedure overwrites and destroys all data residing on the HDD. If the HDD is classified as “No Trouble Found” (NTF), Blue Coat will load the required Operating Software. If the media on the HDD has not been erased, the new software load will be unsuccessful. HDDs with known issues do not undergo the verification test and are sent straight to the manufacturer for repair. Repair Process The HDD manufacturer will perform their version of the write verify test that is compliant with the US Department of Defense sanitation specification (DOD 5520.22M), in addition to the testing that took place during the failure verification process. The manufacturer ensures all media is destroyed during this process by overwriting all addressable locations with a character, its complement and then a random character and verify. This process occurs (at minimum) three times. If the error condition requires a replacement of a component or the disk itself, the write verify tests are rerun after the replacement to verify proper operation. If no errors are found, the HDD will undergo a low-level formatting process. The HDD is ready for use without the possibility of old data being restored. Scrap Process If a HDD or assembly is un-repairable and there is no return for replacement program available from the manufacturer, the HDD will undergo a process to destroy the data resident in the magnetic disk media through a program specified by the US Department of Defense. This ensures no data can be restored or recovered. The next step is to disassemble and physically destroy the HDD and a certificate of destruction is provided. Non-Returned HDD to Blue Coat Following a diagnostic determination that a replacement is required and an RMA is authorized; the customer may elect not to return the HDD due to concerns about data security. In this event, other than the initial gross determination that a failure has occurred, Blue Coat will be unable to do any further Failure Analysis which can inhibit making a final determination and report-out of the exact nature of the failure. The RMA process will be executed in the same manner except that a returned defective unit will not be expected for the HDD shipped out on an advance replacement service contract. HDD Usability The HDD’s used at Blue Coat contain a proprietary disk layout not compatible with any other available operating system’s file-system layout. The HDD can be used from one Blue Coat device to another, but the act of inserting the HDD into the new device re-initializes the HDD and causes all previous resident media to become unreachable.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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September 21, 2009

Blue Coat Support DRAF

Blue Coat Product Lifecycle & Policies

End of Life – Support Policy There are typically three parts to the End of Life program: 1. End of Sale (EOS) announcement. 2. End of Software Maintenance declaration. 3. End of Product Life (EOL) On announcement of End of Sale (EOS), support service contract renewals will be subject to a final cut off date; generally three years from EOS date which is referenced as the EOL date. EOL extensions beyond published EOL dates require Service Sales review and GEO Sales VP exception approval. On reaching end of software maintenance date, generally 12 months prior to EOL date, no further maintenance or bug fix releases will be available. Software is generally not eligible for bug fixes (maintenance) unless the active OS version utilized on legacy product is continuing on a next generation appliance Support is limited to technical software support only, on the last known software release. Any contracts approved for extension beyond EOL date, will NOT be renewed further at expiration.

Software Product Policy Major Release  A software release with major new features and enhancements to previous releases. Occur approximately once per year. Example: SG 4.0 to SG 5.0 Minor Release  A software release that may contain new functionality, feature improvements and bug fixes. Occur periodically between major releases. Example: SG 5.1 to SG 5.2 Maintenance Release  A software release containing minor feature improvements and bug fixes. Newly introduced active versions typically see frequent releases. An active version nearing its End of Life typically will see a release about every 6 months. Example: SG 5.2.4 to SG 5.2.5 Preliminary Release  A major or minor release for an active version of operating system software that is provided to a customer prior to being made publicly available. This is only done under special circumstances.

Hardware Product Policy   



Hardware may only be used with operating system software deemed compatible by Blue Coat Systems. Limited support is available for hardware running an inactive version of OS software for up to 2 years after the OS has been declared EOS. Service contract renewals on end-of-sale hardware are available thereafter, but their term will not extend beyond the hardware end-of-life date. Optional on-site service support contracts, new or renewals, for end-of-sale hardware are available for purchase for a minimum of 1 year after the end-of-sale declaration date. Thereafter, availability will be at the sole discretion of Blue Coat. Renewal support service is available for purchase up-to 36 months after hardware has been declared EOS.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Blue Coat Support DRAF

Second-hand and Grey Market Equipment Policy http://www.bluecoat.com/support/supportpolicies/grey-market-second-hand Blue Coat provides support for equipment purchased through the official Blue Coat channel only. Blue Coat will not provide support nor make any support contracts available for any equipment purchased through any channel not authorized by Blue Coat.

Common Support Level & Support Delivery Policy Blue Coat requires that equipment of the same Blue Coat product type located at a customer site is covered by the same level of service Blue Coat delivered support and Blue Touch Support Partner delivered support must not be mixed into the same customer.

Blue Coat Channel Advantage Program – Service and Support Policy Enhanced Support Renewals Policy for the Incumbent Channel Partner: Blue Coat has instituted a policy to encourage a high rate of end-user support contract renewals through its channel partners. This policy is meant to maintain Blue Coat’s channel partner relationships while meeting the needs of Blue Coat end-users. Incumbent Partner Definition: Under this policy, an “Incumbent Partner” is the Channel Advantage Partner of record who sold the current support contract to the end-user and is an existing Channel Advantage Partner with Blue Coat at the time a support contract renewal is quoted. The provisions of this Policy that are designed to provide the Incumbent Partner with a reasonable priority to sell a support contract renewal to a particular end-user are referred to as the “Incumbency Preference.” Incumbent Partner Support

Assignment of License Policy http://www.bluecoat.com/support/supportpolicies/grey-market-second-hand Blue Coat product licenses are non-transferable unless assignment is agreed to in writing signed by an authorized officer of Blue Coat.

Demonstration Equipment Policy For Demo equipment not supplied as part of the Blue Box program, renewal can be invited provided the equipment is part of Blue Coats current product portfolio.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Software Terms and Conditions    









Operating system software may only be used on appliances deemed compatible by Blue Coat Systems. Operating systems are deemed to be an active version or inactive version solely by Blue Coat Systems. Blue Coat Systems maintains the right to remove any inactive version of software from its download site. The last two Generally Available dot releases for an operating system are considered active versions unless declared as End of Sale on the Blue Coat Systems download site. Example: Minor release SG 5.1.x is GA. The next minor release, SG 5.2.x goes GA. Finally, SG 5.3.x goes GA. Because SG 5.3 is the third minor release, the previous minor release (SG 5.1.x) is declared inactive. Limited support is available. A major release will be declared End of Sale and inactive no less than 6 months after two additional major releases have been made Generally Available (GA). Example: SG 3.x is made GA. SG 4.x is made GA. SG 5.x is made GA. After 6 months, SG 3.x can be declared inactive and EOS (End of Sale). Problems found with an active version of an operating system will receive full support from Blue Coat Systems to resolve the issue. Support may include detailed engineering analysis (packet capture, core, etc) and bug fixes. During the active period, customer requests for functionality that is viewed by Blue Coat Systems as a new feature will be considered for a major or minor release but implementation is not guaranteed. Limited support is available for inactive versions for up to 2 years after the version has been declared EOS. Assistance is limited to questions classified as configuration related or of a high level troubleshooting nature. Issues normally resulting in a low-level engineering analysis require the customer to upgrade to an active version of operating system before further support will be provided. Bugs discovered in an inactive version but resolved in an active version also require an upgrade to an active version, when available. Bugs that are not fixed in an active version will be scheduled for an upcoming release of the active version commensurate to the severity of the bug. Blue Coat Systems will provide limited support towards 3rd-party software related issues on Blue Coat hardware running an inactive version of operating system.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Hardware and Software Warranties http://bluecoat.com/support/supportpolicies/warranty Warranty Definition and Policy (detailed description)

http://www.bluecoat.com/doc/direct/11037

Warranty

Hardware Response

Software Support

1 Year Product Warranty

20 Business days ship after receipt

Requires BlueTouch contract

3 Day Dead-On-Arrival (DOA) Policy

3 Business days advanced replace

Requires BlueTouch contract

To verify Warranty status of your Blue Coat product, contact Customer Care or use the online form at: http://www.bluecoat.com/support/supportpolicies/verifystatusform BlueTouch Support Contracts are available on the day of purchase of the product. http://bluecoat.com/support/bluetouchserviceoptions

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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BlueTouch Services

BlueTouch Support Services http://www.bluecoat.com/support/bluetouchserviceoptions BlueTouch support service options are a comprehensive set of service plans designed to protect your investment in Blue Coat products. Plans are available for period of 1, 2 and 3 years and are available for products sold after July, 2006. All service options include the following:  Unlimited 24x7 telephone support  Access to BlueTouch Online Customer portal  Access to major, minor and maintenance releases of Blue Coat Operating System software Hardware replacement options including:  Return to Factory (RTF)  Same Day Ship (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 (select packages). Standard The Standard Service packages provide two different levels of hardware replacement options. Standard Service includes a 10-business-day turnaround on returned hardware. Products covered under Standard Plus Service have replacement hardware shipped the same day the request is received (provided cut-off times are met). Actual hardware delivery time is not guaranteed. BlueTouch Standard / Standard Plus Service Datasheet http://www.bluecoat.com/doc/8018 Advanced If you require faster response on your hardware, the Advanced Service package provides guaranteed next business day arrival of the replacement hardware (provided cut-off times are met). An onsite technician option is also available with Advanced Service. BlueTouch Advanced Service Datasheet http://www.bluecoat.com/doc/8020 Premium Premium Service packages provide the highest level of hardware support. Premium Service guarantees 4 hour replacement hardware during normal business hours (provided cut-off times are met). Premium Plus Service extends response time to 7 days a week, 24 hours a day. An onsite technician option is also available with both Premium and Premium Plus. BlueTouch Premium / Premium Plus Service Datasheet http://www.bluecoat.com/doc/8019

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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BlueTouch Support Services (continued)

BlueTouch Support Option

Hardware Response

Software Support

BlueTouch Standard

10 Day Return-to-Factory (5)

24x7 Support & S/W Updates

BlueTouch Standard Plus

Same Day Ship (4)

24x7 Support & S/W Updates

BlueTouch Advanced (1)

Next Business Day Arrival (3)

24x7 Support & S/W Updates

BlueTouch Premium (1)

4hr Arrival (9x5) (2)

24x7 Support & S/W Updates

BlueTouch Premium Plus (1)

4hr Arrival (24x7)

24x7 Support & S/W Updates

(1) Optional onsite technician to install the replacement hardware at your location. Guaranteed delivery options must be approved by Blue coat prior to purchase. (2) Request must be validated by 1 p.m. After 1 p.m., hardware will arrive by 12 noon the following business day. (3) Request must be validated by 1 p.m. After 1 p.m., hardware will arrive the next consecutive business day. (4) Request must be validated by 1 p.m. Actual delivery time is not guaranteed. (5) Faulty hardware shipped to Blue Coat. Upon receipt, Blue Coat will ship a replacement within 10 business days. To verify Contract status of your Blue Coat product, contact Customer Care or use the online form at: http://www.bluecoat.com/support/supportpolicies/verifystatusform Note: BlueTouch Service Options are only available for products sold after July, 2006. Verify products that are eligible for BlueTouch Support Services: http://www.bluecoat.com/doc/8021

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BlueTouch Proactive Services Service Overview

http://www.bluecoat.com/support/bluetouchessential

BlueTouch Essential provides personalized service with a single point of contact for all your technical support needs. With BlueTouch Essential, you can rely on Blue Coat to keep your mission critical applications running as intended. Extend your team with assigned technical professionals from Blue Coat who has intimate knowledge of your network infrastructure. Your network is documented in detail and available for quick reference in expediting issue resolution. Apart from reactive case resolution, BlueTouch Essential also delivers proactive support through technical reviews, preventative action plans, recommendations and best practices. The team acts as your champion in driving your needs through a direct line to the escalation team. The service includes training credits with the flexibility to choose the training that matches your specific needs. BlueTouch Essential Datasheet:

http://www.bluecoat.com/doc/10813

BlueTouch Training Services http://www.bluecoat.com/support/training Blue Coat training provides instructor-led and web-based training programs that enable an administrator to become fully proficient on all aspects of ProxySG, PacketShaper, ProxyAV, Reporter, Director, IntelligenceCenter, PolicyCenter and ProxyClient product technologies. All courses include real-life scenarios and feature extensive hands-on lab experiences that engage participants in installation, configuration and troubleshooting of Blue Coat products. Customer and partner training and certification are available through several delivery methods:  Classroom, Instructor-Led-Training (ILT) delivered by Blue Coat instructors  Online, Virtual-Classroom-Training (VCT)  Classroom, delivered by Authorized Training Centers (ATC)  Web-Based, Computer-Based Training (CBT)  Onsite, arranged as custom Classroom delivery Additional information about BlueTouch Training Services is listed in the section below.

BlueTouch Professional Services http://www.bluecoat.com/support/professionalservices Blue Coat Professional Services are used for a range of consulting services that can be used for a variety of activities, from an analysis of a customer's infrastructure to determine the readiness of their network, from initial configuration of the appliance (network addressing, admin setup, web filter install, anti-virus mapping configuration, basic authentication configuration, basic explicit and transparent traffic routing, SSL card install and configuration, etc.), to optimization of the Blue Coat solution. Optimization includes enhancing network performance based upon traffic patterns, adjusting policy parameters to improve decision point processes and realigning security enforcement rules based upon usage patterns.

BlueTouch Support Partner Services The BlueTouch Support Partner Program (BTSP) enables partners to achieve greater profitability while providing outstanding service quality to the end customer. This select program (available to Blue Coat Channel Advantage Elite and Premier Partners, major service providers as well as select global systems integrators) allows Blue Coat-authorized organizations to market, sell, and deliver their branded service offerings backed by Blue Coat Support. BTSPs provide first- and second-line technical support to end-customers, and are supported by Blue Coat’s network of Global Support Centers for 24x7 third-line support. Customers who purchase support for Blue Coat products from an authorized BlueTouch Support Partner should contact their designated BTSP for product support questions and issues.

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Legacy Support Offerings Gold and Platinum service plans Only products sold by Blue Coat prior to July, 2006 will continue to use Gold and Platinum service plans. This service offer is available through November, 2009, at which time it will be discontinued (End of Life). It applies to: NetCache, RA, SG400s, AV400s, SG800s, AV2000s, SG8000s, and Director 800 products. Gold Service: Products covered under this service are entitled to 8x5 Technical Phone and Web-Based Support, Hardware Replacement shipped same day (RMA Requests must be received during regular business hours and deemed necessary by Technical Support before the RMA cut off time), and access to all major and minor software releases for purchased software. Gold Service Data Sheet http://www.bluecoat.com/doc/8017 Platinum Service: Products covered under this service are entitled to 24x7 Technical Phone and Web-Based Support, seven days per week hardware replacement, and access to all major and minor software releases for purchased software. Platinum Service Data Sheet http://www.bluecoat.com/doc/8016 PacketCare Service Plans As of December, 2008, new PacketCare (former Packeteer) service options are no longer available for purchase on EOS Packeteer products. New & renewal PacketCare services are no longer available for continuing Packeteer products. Packeteer products that were declared End-of-Sale (EOS) prior to August, 2008 will only be able to renew with current PacketCare options until the product End-Of-Life (EOL) date. Product platforms include; SkyX, iShared, iShaper, Packetshaper1200, Packetshaper-1550, Packetshaper-2500, Packetshaper-6500, Packetshaper-9500, PacketShaper10000 (non-ROHS) and Mobiliti. Packeteer products that have been designated as “Continuing” will be able to purchase BlueTouch service options (new and renewal) beginning in December, 2008 Product platforms include; PS900, PS1400LT, PS1700, PS3500, PS7500, PS10000G, Intelligence Center & Policy Center. EOS/EOL Lifecycle matrices

http://www.bluecoat.com/support/supportpolicies

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BlueTouch Training Services

Introduction BlueTouch Training Services assist you in getting the most out of your technology investment by improving the proficiency of your technical experts in installing, configuring, and troubleshooting Blue Coat products. Our training courses guide you through an extensive mix of instructor-led discussions, real-life scenarios and hands-on lab experiences, covering everything you need to know about managing and maximizing the efficiency of your Application Delivery Network and its Blue Coat components. We offer the following options to give you the flexibility to choose how to engage in Blue Coat technical training: 

Instructor-led training (ILT): For intensive, in-depth and concentrated classroom training at Blue Coat locations, Authorized Training Centers or on-site at your location.



Virtual classroom training (VCT): For convenient, instructor-led training sessions from the convenience of your own office, but over more days to cover all the ILT provided content.



Self-paced, computer-based training (CBT): For quick introductions to our technology. Training Locations

Classroom (ILT)

Authorized Training Centers

Virtual (VCT) (some)

Blue Coat Training Facilities Remote Access Customer Facilities Computer Based Training

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Training Locations http://www.bluecoat.com/support/training/atl No matter where you reside or work, Blue Coat Systems is pleased to offer multiple and flexible options for product and other technical training worldwide. Blue Coat delivers classroom and virtual training from its regional headquarters locations:  Sunnyvale, CA (USA)  Farnborough, UK  Kuala Lumpur, Malaysia In addition to Blue Coat training facilities, Blue Coat has partnered with an extensive global network of Authorized Training Centers (ATCs) to provide outstanding educational services to our clients. Select a map below to find location, contact and travel information for training locations in your region:

North America

South America

Europe

Asia Pacific

Middle East/Africa

Course Enrollment http://www.bluecoat.com/support/training/enrollmentform Students may enroll in Blue Coat training in a number of ways:  Online enrollment for Blue Coat ILT (classroom) or VCT (online) courses  Contact Blue Coat training for information about course delivery at your customer site  Contact an Authorized Training Center partner for information about course delivery at an ATC location  No enrollment is required for Computer Based Training (CBT) courses. Users must have a valid service contract and an assigned BlueTouch Online login account.

Training Calendar http://www.bluecoat.com/support/training/headquarters Blue Coat maintains an online training calendar for classes offered at regional training locations (Sunnyvale, Farnborough, and Kuala Lumpur). Contact a local Authorized Training Center for information about their Blue Coat course schedule. Training Hours: Instructor-led Blue Coat Classroom Training (ILT): 9:00 am to 6:00 pm/18:00 local time Virtual Classroom Training, Instructor-led (VCT): 9:00 am to 1:00 pm/13:00 local time* (for all 4 – 16 hours long classes) 9:00 am to 2:00 pm/14:00 local time (4 days) plus 9:00 to 1:00 pm/13:00 (1 day) (for 24 hours long classes)

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Training Certification Over 5000 IT professionals have been Blue Coat certified thereby bringing benefits to the organizations that employ them. Whether you are a network or security administrator, or a member of a tech support/IT help desk team, the Blue Coat Certification Program is designed to recognize IT professionals who possess the necessary skills to use Blue Coat products and technology effectively in a wide variety of settings. If you want to be able to differentiate your IT skills from others, it's time to put your plan into action and get Blue Coat certified. Blue Coat offers the following certification programs in order to:  Validate and certify technical competency  Recognize network engineers and system administrators  Maximize Blue Coat technology utilization Certifications Product Focus

Security

WAN Optimization

ProxySG

Visibility & Control

ProxySG

PacketShaper

in development

in development

Certified Administrator Certified Professional Certified Troubleshooter

Blue Coat certification will demonstrate your experience and skills to successfully deploy, configure, manage, and troubleshoot Blue Coat products in a variety of networking environments. All certifications are subject to passing an online exam and are valid for 2 years. Blue Coat offers test-out exams, in lieu of Blue Coat training courses, for IT professionals with the respective level of technical experience and skills. Blue Coat certifications are valid for 2 years. Blue Coat offers several refresher and recertification options for Blue Coat trained and certified technical staff. Please contact [email protected] for more information. Certification exams are administered by Prometric (a leading independent global provider of comprehensive testing and assessment services). Certification Programs:  Blue Coat Security Certification is designed to provide you with the tested and certified technical skills to deploy, configure, and manage the day-to-day security operations of Blue Coat’s ProxySG family of appliances, as well as other network security related products such as Blue Coat Director, ProxyAV and Reporter. 

Blue Coat WAN Optimization Certification is designed to provide you with the tested and certified technical skills to deploy, configure, and manage the day–to-day WAN Optimization operations of Blue Coat’s ProxySG family of appliances, as well as ProxyClient set-up, proxy and bandwidth management features and Application Delivery Network configuration management.



Blue Coat Visibility and Control Certification is designed to provide you with the tested and certified technical skills to install, configure, and manage the day-to-day operations of Blue Coat’s PacketShaper appliance as well as use monitoring and reporting features to control and optimize network and application performance

Each of these 3 certification programs offer multiple tiers (Administrator to Professional to Troubleshooter) with increasing levels of expertise and each lower certification level being a prerequisite for the next higher one.

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Training Courses Blue Coat offers a variety of instructor-led and web-based training course. Each course is designed to provide you with the highest quality training experience using the latest product releases. All courses are offered by Blue Coat as well as our network of 100+ Authorized Training Centers around the world.

Course Number

Duration**

WAN Acceleration Administrator

TR-BCWAA

WAN Acceleration Professional

Course Title

Format ILT

VCT

1 day

c

c

TR-BCWAP

2 days

c

c

ProxySG Administrator

TR-BCCPA-ADM

2 days

c

c

ProxySG Professional

TR-BCCPP-PRO

3 days

c

ProxyAV

TR-AV COURSE

4 hours

PacketShaper Administrator

TR-BCPSA

2 days

c

PacketShaper Professional

TR-BCPSP

3 days

c

Reporter

TR-REPORTER

4 hours

Director

TR-DIRECTOR

4 hours

ProxySG Troubleshooting (TR-SG-TROUBLESHOOTING-SECURITY)

(see title)

3 days

IntelligenceCenter

n/a

1/2 hour

CBT

ProxySG Initial Set-up

n/a

1/2 hour

CBT

ProxySG Basic Policy Management

n/a

1/2 hour

CBT

BlueTouch Knowledge Base Training

n/a

1/4 hour

CBT

c

c

c

Notes:

c = Courses included in Blue Coat Certification tracks. ** = Duration: 1 day of ILT = 8 hours of training. 1 day of VCT = 2 half day training sessions, 4 hours each. In addition to courses listed above, Blue Coat offers several refresher and recertification options for Blue Coat trained and certified technical staff. Please contact [email protected] for more information. Your Feedback is Important Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Post-Case Surveys Blue Coat Support & Services conducts periodic and ongoing customer satisfaction surveys, to help us measure and identify the quality of service delivery. We encourage our customers to participate in post-SR surveys (as they are completed and closed), and to provide open and detailed feedback about satisfaction, praise, or areas for improvement. The feedback and information that we have received from our customers has been invaluable in recognizing and responding to areas for improvement. Questions?

[email protected]

Customer Reference & Beta Programs At Blue Coat, we are interested in continuing a close working relationship with our customers. We welcome participation in our Customer Reference programs (for formal or informal feedback) as well as beta tests for Blue Coat products and services. Interest?

[email protected]

Technical Advisory Board Blue Coat participates with select customers to meet twice a year to discuss product, services, and strategic issues, in an open forum to assist in planning product introductions and technology investments. Participation in the TAB is based on customer interest and by Blue Coat invitation. Interest?

[email protected]

Contacting Your Local Account Team http://www.bluecoat.com/company/contactus/form Blue Coat Systems has a worldwide sales force for its market-leading appliances. There is a representative near you who will be happy to provide you with an instant callback, more information about our solutions or a price quote. Our technical team can even provide an assessment of your network along with recommendations for enhancements.

General Inquiries We welcome your feedback and comments, for general issues, or as requests for assistance.  Customer Care: product licensing, support contracts, and your BlueTouch Online account.  Technical Support: questions or assistance with product service issues and Support Requests.  Product Questions: information about Blue Coat products, product applications, and account teams.  Feedback & Questions: general issues and comments related to support services, or Blue Coat. Online feedback form:

http://www.bluecoat.com/support/servicequestions

Feedback about this Document Your comments, requests, and suggestions are welcome.

[email protected]

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Control is Yours

™

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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Appendix

Blue Coat Support Contacts Worksheet BlueTouch Online Account:

User-ID

Login

Password

Name

Cell Phone

Email

User Account User Account

Blue Coat Account Team: Account Manager (Sales) Systems Engineer (SE) District Manager (Sales) SE Manager Professional Services

Blue Coat Support Team: Customer Care Global Call Center (GSC) Technical Account Manager

Blue Coat Channel Partner: Account Manager Systems Engineer Order Assistance

Other Contacts:

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Blue Coat Support Installed Products Worksheet

Description

Model

Serial No.

Install Date

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Blue Coat Support - General Terms and Definitions Term Active Version Advanced Asset Basic BlueTouch BlueTouch Essential BlueTouch Online BlueTouch Support Partner BTSO BTSP Cold Standby Comprehensive Technical Support Resources End Customer Account End of Life (EOL) End of Life Date End of Sale (EOS) End of Sale Date Entitlement Account FRU GA Date Generally Available (GA) GA Date Gold GSC IM Inactive Version Legacy Licensed Account Licenses Limited Support MSP

Definition Active versions of software refer to those which are eligible for bug fixes. Only Blue Coat may designate software versions as active. Support service level within the BlueTouch support program with next business day (NBD) parts arrival (business hours), plus software support. The equipment identified by its serial number. Basic services included such as HTTP/FTP etc. Blue Coat System’s Service and Support program. The web access tool that replaces WebPower as of the 1st of December to also include Packeteer products and adapt to the BlueTouch Program. Aka "BTSP." Certified Blue Coat partner program for the sale and delivery of support services to Blue Coat end-customers. BlueTouch Service Options, consist of packaged software and hardware service components BlueTouch Support Partner Equipment not in production Services include, escalation of problems to engineering, detailed engineering analysis (packet capture, core analysis, etc.), and bug fixes. The customer where the asset has been installed. An EOL designation means the product is obsolete and no longer supported by Blue Coat Systems in any way. Only Blue Coat may designate product as EOL. The date service and support are no longer available for a product. The product is no longer available for purchase from Blue Coat Systems. (Limited Support and Services are available until product is declared End of Life.) Only Blue Coat may designate product as EOS. The date a product is no longer available for purchase from Blue Coat Systems. The service and support contract associated with the asset. Field Replaceable Unit The date specified product is available for download or ordering. GA product is any software or hardware product that is available for purchase. This includes any version of software that is accessible to the public via Blue Coat System’s download site (BlueTouch Online). The date specified product is available for download or ordering. Legacy support services level for Blue Coat products (replaced by BlueTouch support options). Global Support Center Licenses for Instant Messaging proxy (Yahoo, MSN, AOL). Inactive versions of software refer to those which are no longer eligible for bug fixes. Only Blue Coat may designate software versions as inactive. End-of-Life product or program (may be in the process of being phased-out). The license associated with the asset. Three types of licenses: Basic Technical Support Resources: assistance with general configuration or feature questions. Managed Service Provider

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Blue Coat Support - General Terms and Definitions, continued Next-Business-Day (NBD) PacketCare Packeteer Platinum Premium Premium Plus Proactive Services PSP Registration Return-to-Factory (RTF) RMA Same-Day-Ship (SDS) Service Request SR SSL Standard Standard Plus Warranty WebPower

Next Business Day arrival. Replacement hardware will be shipped and scheduled for delivery on the next business day after the Service Request is opened. Requests for replacement must be received and validated by 1 p.m. The legacy support service program for Packeteer (PacketShaper and other products). Industry-leading supplier of PacketShaper and related products, acquired by Blue Coat in the fall of 2008. Legacy support services level for Blue Coat products (replaced by BlueTouch support options). Support service level within the BlueTouch support program with 4-hour parts arrival (business hours), plus software support. Support service level within the BlueTouch support program with 4-hour parts arrival (24x7), plus software support. A service option for personalized service with a single point of contact BlueTouch support customers. Legacy channel support partner program: Premier Support Partner (PSP Registration Site for the Asset, done through the serial number Return-to-Factory or Return-to-Factory for Repair. Blue Coat will send a replacement unit (or repaired unit) after receipt of the returned unit. The time to send the return unit will vary based on the service option (warranty or BlueTouch Standard service, etc.). Return Material Authorization (an RMA number is assigned to identify and track parts shipment for repair or replacement). Same-Day-Ship. Blue Coat will send a replacement unit (or repaired unit) on the day that the Service Request is created. Requests for replacement must be received and validated by 1 p.m. Service Request: the submission and creation of a "service ticket" to address an identified problem or issue. Service Request SSL proxy and HTTPS reverse proxy Support service level within the BlueTouch support program with 10 day return to factory (RTF) parts shipment, plus software support. Support service level within the BlueTouch support program with same day parts shipment (SDS), plus software support. The warranty for Blue Coat products includes 20 day, return-to-factory shipments for parts replacement). The Blue Coat Service and Support Portal that was replaced by BlueTouch Online Portal on December 1st, 2008.

Blue Coat Systems Inc. Customer Support User Guide http://www.bluecoat.com/doc/11632 Any paper or other electronic copy may not be the current revision. It is the user’s responsibility to determine if this is a current copy.

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