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iShared / WAFS Tapestry

Packeteer offers two service and support packages, allowing you to select the coverage that is appropriate for your organization:

iShared Premium Customer Support Program (CSPPX) covers a one-year term and includes priority delivery advance hardware replacement, Packeteer software subscription, and access to technical help 24 hours a day, seven days a week.

Premium Packeteer Software Subscription (PSS-Premium) provides easy access to all software upgrades, enhancements, and documentation as well as 24-hour-a-day technical assistance seven days a week for one year.


PacketCare Service Offerings in Detail

Program
What Is Included
Considerations
iShared Premium Customer Support Program (CSPPX)
  • Access to all software
    updates and upgrades1

  • Priority Delivery

  • Telephone/Web Support: 24x7 Phone or Web access to Packeteer's Customer Support for answers to technical questions.
  • May be renewed annually while product remains on Packeteer's price list and for two years after product discontinuation.
Premium Packeteer Software Subscription (PSS-Premium)
  • Access to all software updates and upgrades.1

  • Telephone/Web Support: 24x7 Phone or web access to Packeteer’s Customer Support for answers to technical questions.
  • May be purchased or renewed at any time.

 
CSPPX
PSS-Premium
Priority Delivery Advance Replacement
Yes
N/A3
Software Subscription
Yes
Yes
Phone Support
Yes, 24x7
Yes, 24x7
Web Support3
Yes, 24x7
Yes, 24x7

1Certain software enhancements may not be supported by the hardware, if the hardware is an older revision.

2Not applicable.

3Response time for electronic support is 24 hours for premium services and one business day for CSP, PSPP and PSS.

BLUE COAT ACQUISITION
Blue Coat will continue to support Packeteer customers based on active/current support agreements. Customers may obtain support for Packeteer products through the same mechanisms previously utilized.

Please see bluecoat.com/support/packeteer
for more detailed information.

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