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Products covered under Standard Service is entitled to 24/7 technical phone and Web-based support, hardware replacement, and all major and minor software releases for purchased software.
Products covered under Standard Service will be entitled to 24/7 Technical Phone Support for an unlimited number of incidents, which includes Web-based support. Response time will vary depending upon case priority. Please refer to Blue Coat's product support policy for additional detail.
Blue Coat Systems will provide quality technical support in accordance with generally recognized business practices and standards. Technical support will provide assistance in the usage of covered equipment and software including identification of equipment, software or hardware problems, and downloading of software updates. Support may also include logging into customer systems for diagnosis of problems or providing a work-around whenever possible.