Data Centre. Business Intelligence. Enterprise Computing Solutions United Kingdom. Arrow Support Services for Blue Coat. arrow.com

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1 Business Intelligence Data Centre Cloud Mobility Security Enterprise Computing Solutions United Kingdom Arrow Support Services for Blue Coat arrow.com

2 Arrow Support Services for Blue Coat Arrow offers our partners a comprehensive range of extended support options with published Whether we act as first or second line for telephone support and hardware RMAs, enhanced hands-on assistance or on a comprehensive proactive maintenance basis, you and your customers will receive thorough and effective ongoing support. Service Level Agreements (SLA) for Blue Coat deployments, with high margin returns. 1

3 Accreditations In recognition of our outstanding technical expertise and ability to offer significant value add to product sales, Blue Coat awarded Arrow the status of BlueTouch Support Partner (BTSP) in This select program allows Blue Coat certified organisations to market, sell, and deliver own branded service offerings backed by Blue Coat Support. As a BlueTouch Support Partner, Arrow provides first and second line technical support to our partners, or directly to the end customer. We are also authorised to perform hardware RMA services, and are the only authorised hardware BTSP in the UK. Arrow is the only authorised hardware BlueTouch Support Partner in the UK. arrow.com

4 Service Descriptions As standard, Arrow s BlueTouch services include: Unlimited 24x7 Arrow Premium Support Access to BlueTouch Online Unlimited access to major, minor and maintenance releases of Blue Coat operating system software, as well as for covered software only products Depending on the selected option, the following hardware replacement services are available Same Day Shipment (SDS) Guaranteed Next Business Day Arrival (NBD) Guaranteed 4 Hour Arrival 8x5** Guaranteed 4 Hour Arrival 24x7x4hrs** ** Optional onsite technician to install the replacement hardware at customer location. Arrow facilitates all aspects of the support cycle. We handle the entire support call; from diagnosis to dispatching the part and/or engineer, installing the replacement, to ensuring the necessary changes are made to the support contracts, after the appliance is replaced. Enhanced Advanced Replacement Services are available as Same Day Ship, guaranteed Next Business Day delivery or 4 hour delivery on an 8x5 or 24x7 SLA. Arrow s On-site Hardware Replacement Service ensures a qualified engineer arrives at the End User s site with a replacement box within 4 business hours to perform the hardware swap-out. BlueTouch Hardware Replacement Services 8x5x4 or 24x7x4 options Arrow Premium Support This round-the-clock support is delivered from our permanently manned state of the art Global Support Centre in Newmarket by professional engineers trained to the highest standards. Access to Arrow support engineers 24x7x365 as standard Call ownership by Arrow engineer Access to field service support engineers up to 24x7x365 Guaranteed 4 hour response time anywhere in the contiguous UK ETA provided to end user Vetted engineers for use in MOD & Government organisations Monetary penalties for not adhering to SLA Available as End User or Reseller Direct contracts Guaranteed response and escalation times Call prioritisation Dedicated telephone number Unlimited support calls End User direct or second line Resellers Direct contracts 3

5 Premium Restoration This exceptional service offers customers high-level reconfiguration facility in addition to our enhanced hardware replacement service. Our fully accredited engineer will arrive on-site within 4 hours, replace faulty parts, load the correct version of the software and install the last saved configuration, leaving the unit fully operational, within 4 hours of arrival on site. Hardware Monitoring Our highly experienced Blue Coat Engineers monitor customers Blue Coat appliances to identify any anomalies and potential issues before they affect business. In the event of a power outage or health issue, Arrow will alert the customer s designated contact with details. Our highly experienced Blue Coat Engineers monitor customers Blue Coat appliances to identify any anomalies and potential issues before they affect business. In the event of a power outage or health issue, Arrow will alert the customer s designated contact with details. Secure Data Transportation and Data Destruction Services Arrow s On-site Hardware Replacement ensures a qualified engineer arrives at the End User s site with a replacement box within 4 business hours to perform the hardware swap-out. arrow.com

6 Enhanced Support Services We deliver a range of enhanced support services to organisations of all sizes to help achieve the maximum return on their Blue Coat investment, and provide assistance for more complicated or time consuming maintenance and management issues. Arrow Assist Built upon our extensive knowledge, experience and expertise of Blue Coat Arrow Assist service provides that extra level of assistance for business critical Blue Coat deployments. In addition to the BlueTouch SLA, the Assist service provides hands-on remote access for those situations where extra help is required, along with pre-emptive monitoring, security testing and configuration backups. The service provides skilled remote hands to help diagnose and resolve complicated support issues, manage deployments, make changes, migrations, upgrades, or other standard activities that may require extra expert assistance. This top tier proactive and collaborative support package is designed for customers with larger Blue Coat deployments who need an additional layer of assistance than that offered by Arrow Assist. The service is delivered by technical product specialists to customer support departments and IT managers, with the aim of helping customers optimise and maintain their Blue Coat infrastructure, whist forging tighter integration between the technical departments. Arrow Alliance In short, the Alliance Service provides all the benefits of Assist but with the addition of regular consultative on-site meetings to create and review an annual policy and maintenance schedule which will form the basis for the customer s own management of their Blue Coat deployment. Elements to be covered in the plan include, but are not limited to: A snapshot of where customer is with deployment on day 1 Requirements from customer to change /improve solution to meet business needs SGOS upgrades available Tech refresh options Feature enhancements available and not currently implemented Other benefits also include additional hands on remote support incidents and service review calls. Arrow Alliance is the top tier proactive and collaborative support package for Blue Coat deployments. 5

7 Blue Coat Services Matrix SLA BlueTouch Assist* Alliance* Blue Coat Software Subscriptions Yes N/A N/A Telephone and support 24x7x365 24x7x365 24x7x365 Support Type Remote and On-Site Remote Only Remote and On-site Product updates, upgradesand patches applied No Assistance with OSI Assistance with OSI Advance Replacement RMA Engineer on-site Hardware Replacement Yes - Dependent upon required SLA Yes - Dependent upon required SLA Operational Support Incidents (OSI) No 5 x 2 hours 10 x 2 hours Additional OSI packs No At additional cost At additional cost Hardware Monitoring At additional cost Yes Yes Policy and configuration back up No Yes Yes Policy and configuration storage No Yes Yes Security Policy Advice No Yes Yes On-site consultative meetings No No 3 days Security Policy Review No Yes Yes Security Policy Changes No With OSI With OSI Service Review No No Yes Annual Maintenance Strategy Document No No Yes Secure Transportation and Data Destruction At additional cost N/A N/A Premium Restoration At additional cost At additional cost At additional cost N/A N/A N/A N/A *Pre-requisite for Assist and Alliance is Arrow BlueTouch Support on all supported appliances. Contact Us For more detail of any of the services detailed please speak to your Arrow Blue Coat specialist or contact Arrow Support Services support-services.ecs.uk@arrow.com arrow.com

8 Are You Five Years Out? Most people live in the present. The world of now. But a handful of us work in a unique world that doesn t quite exist yet the world of Five Years Out. Five Years Out is the tangible future. And the people who live and work there know that new technologies, new materials, new ideas and new electronics will make life not only different, but better. Not just cheaper, but smarter. Not just easier, but more inspired. Five Years Out is an exciting place to be. So exciting that, once you ve been there, it s hard to get excited about the present. Because we know what s coming is going to be so much better. Five Years Out is a community of builders, designers, engineers and imaginers who navigate the path between possibility and practicality. Creating the future of everything from cars to coffeemakers. Are you one of them? Then you re probably working with us. In Person Call to talk or set up a face-to-face meeting with one of our knowledgeable representatives. Harrogate Office London Office Reading Office Newmarket Office Nottingham Office Stockport Office Dublin (Ireland) Office 353 (0) Arrow Electronics, Inc. Enterprise Computing Solutions Nidderdale House Beckwith Knowle Otley Road Harrogate HG3 1SA Via support-services.ecs.uk@arrow.com us for answers to questions or to start a conversation. Online arrowecs.co.uk/services Visit our site for everything from the latest news to line card information. 1382_UK_SSB_07/15_CDS1.2