Support Services
Blue Coat Systems offers support services through a network of worldwide facilities. They utilize a follow-the-sun approach in which Global Support Centers (GSCs) will take calls during prime hours, and then transfer calls accordingly between the GSCs. The facilities located inside and outside the US, are staffed by US and non-US citizens. To ensure having your support requirements delivered by a US citizen, a Federal customer would need to place calls to the US GSC during the hours of 5:00 AM to 5:00 PM (PDT) as this facility is located in Sunnyvale, CA.
Blue Coat has also established a network of certified BlueTouch Support Partners (BTSPs). As a BTSP, BGTech works closely with Blue Coat and provides hardware and software support to end customers with unique support desk requirements, such as Federal agencies. BGTech provides Level 1 - Level 2 support on a 24x7 basis directly to the end customer and escalates Level 3 support to Blue Coat. BGTech diagnoses software and hardware problems and works with Blue Coat to ship any parts required directly to the end customer on a worldwide basis.
BGTech is a unique value added support partner because we provide and ensure the following:
1. All technical support is provided by US citizens who are DOD-cleared from Secret to Top Secret.
2. All support data is securely uploaded and remains under the control of a cleared engineer.
3. All support data provided is purged at the completion of a case. Only case results are maintained.
4. A support center capable of replicating problems.
5. Encrypted email used as needed.
6. Adherance to the Service Level Agreements as outlined on the Blue Coat website.
7. Our engineers take the time to understand your environment.
8. We are a Blue Coat Certified Training Center
9. Our engineers are able to provide onsite support. (as an add-on package)
We operate a support center based in Marriottsville, Maryland staffed with certified Blue Coat engineers that are trained and knowledgeable across all of Blue Coat’s products. As a BTSP, we currently provide support to a variety of U.S. Government entities and are one of our most highly trained BTSPs.
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