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PacketShaper

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

Customer Support Program (CSP) covers a one-year term and provides technical assistance during normal business hours Monday through Friday. CSP offers next business day advance replacement and Packeteer software subscription --- both of which are essential services that help you get the most out of your Packeteer product.

Premium Customer Support Program (CSP-Premium) also covers a one-year term and includes next business day advance replacement, Packeteer software subscription, and access to technical help 24 hours a day, seven days a week.

Partner Support Program Plus (PSPP) is a bundled offering that covers a one-year term and includes software upgrades and enhancements, as well as next business day advance replacement.

Packeteer Software Subscription (PSS) covers a one-year term, providing easy access to all software upgrades, enhancements, documentation, and technical help during normal business hours Monday through Friday.

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

Customer Support Program (CSP)
  • Access to all software updates and upgrades.1
  • Next Business Day Advance Replacement.2
  • Telephone/Web Support: 8x5 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 Customer Support Program (CSP-Premium)
  • Access to all software updates and upgrades.1
  • Next Business Day Advance Replacement.2
  • 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.

Partner Support Program Plus (PSPP)
  • Access to all software updates and upgrades.1
  • Next Business Day Advance Replacement2
  • Technical support limited to online support center.
  • May be renewed annually while product remains on Packeteer's price list and for two years after product discontinuation.

Packeteer Software Subscription (PSS)
  • Access to all software updates and upgrades.1
  • Telephone/Web Support: 8x5 Phone or web access to Packeteer’s Customer Support for answers to technical questions.
  • May be purchased or renewed at any time.

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.

  CSP CSP-Premium PSPP PSS PSS-Premium
Next Business Day Advance Replacement Yes Yes Yes N/A3 N/A3
Software Subscription Yes Yes Yes Yes Yes
Phone Support Yes, 8x5 Yes, 24x7 No4 Yes, 8x5 Yes, 24x7
Web Support5 Yes, 8x5
M-F 		Yes, 24x7 Yes, 8x5 M-F Yes, 8x5 M-F Yes, 24x7

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

2Next business day delivery subject to certain limitations and not available in all countries. Please refer to the appropriate maintenance support program agreement for complete terms and limitations. A complete list of countries supported is available on the support site. Next business day advance replacement is available only with units covered by PSPP, CSP-Premium and CSP contracts.

3Not applicable.

4Technical support limited to online support center.

5Response time for electronic support is 24 hours for premium services and one business day for CSP, PSPP and PSS.

Note: PacketCare purchases are non-refundable and non-transferable.

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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