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Websense Global Technical Support Targeted Response Times

The Support Level Target Response Times listed in the matrix below apply during normal Websense Support Center Business Hours.

Case Severity Standard
Support		 Premium
Support		 Mission Critical Support
Severity One (highest severity)
Any issue classified as a customer "Work Stoppage" resulting in a system failure or critical outage..
 Up to 1 Business Hour Up to 1 Hour Up to 30 Minutes
Severity Two
Any issue that can be temporarily resolved with a proposed workaround solution from Websense Technical Services. With Severity Two issues, Websense software is not operating in substantial conformance with the Websense published documentation resulting in a significant loss of productivity.
 Up to 4 Business Hours Up to 4 Business Hours Up to 2 Business Hours
Severity Three
Any issue where the Websense software is operating in substantial conformance with the Websense published documentation with limited or reduced functionality.
 Up to 8 Business Hours Up to 8 Business Hours Up to 4 Business Hours
Severity Four (lowest severity)
Any issue where the Websense software is functioning in substantial accordance with the Websense published documentation, but the customer has questions concerning upgrades, performance, or configuration enhancements. Severity Four issues include general questions regarding the Websense software’s features and functionality.
 Up to 2 Business Days Up to 2 Business Days Up to 1 Business Day
Case Severity Standard
Support		 Mission Critical Support Resolution Target
Severity One (highest severity)
Service unavailable or, if applicable, Virus infection occurring.
 Up to 1 Hour Up to 30 Minutes As soon as possible but no later than within one business day of the call
Severity Two
Partial loss of Service but, as applicable, Web Content and/or email are still being processed.
 Up to 4 Business Hours Up to 2 Business Hours As soon as practicable but within two business days or as otherwise agreed between Websense and the customer.
Severity Three
Service is available, but technical questions or configuration issues.
 Up to 8 Business Hours Up to 4 Business Hours As soon as practicable or as otherwise agreed between Websense and the customer.
Severity Four (lowest severity)
Information Issues, reporting questions, password
Up to 2 Business Days Up to 1 Business Day At the time of response or as soon as practicable thereafter

Hardware support for Websense appliances is available to customers for Websense software applications running on the appliances and a valid hardware support contract. See the Hardware Response Time table below for a list of available hardware warranty options.

V-Series Platform Standard Hardware Support Optional Hardware Support
V10000 Appliance Standard 3-Year,
4-Hour Onsite Support		 Optional 5-Year,
4-Hour Onsite Support
(additional purchase required)
V5000 Appliance Standard 3-Year,
Next Business Day Onsite Support		 Optional 5-Year,
4-Hour Onsite Support,
(additional purchase required)

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