* An "incident" is any assisted support where a case is opened and a case number assigned by Websense. Multi-year subscription holders may aggregate and use the allotted incidents at any time during the then-current Subscription Term. Incidents do not rollover to a renewal Subscription Term. Assisted support for SaaS Security support will not count as an incident.

** Please refer to http://www.websense.com/content/phone-support.aspx for business hours in your region.

*** Severity-one cases only

For more information, contact your Websense sales representative or Websense Reseller.

For large organizations that require secure, continuous protection from external threats and internal leaks, Websense offers Mission Critical Support, our highest level of service. Mission Critical Support combines all the benefits of Premium Support (24 x 7) with superior technical response coordinated by a highly proactive technical account manager (TAM). A TAM is assigned to your account and works closely with your organization to ensure the highest performance, reliability and availability of your Websense solutions. Your TAM takes the time to understand your complex environment in order to provide strategic support planning to help mitigate security risks, resolve issues quickly and minimize downtime for your critical systems.

Mission Critical Support includes architecture reviews, migration planning assistance, training recommendations and periodic account reviews to keep your business running and ensure you can leverage the power of integrated Web, messaging and data security solutions. With Mission Critical Support you are guaranteed the fastest path to resolving your most pressing support issues with expedited call handling, ahead of other customers. With unlimited 24 x 7 access to senior technical support engineers and product specialists, Mission Critical Support provides personalized and essential protection for your critical applications to help you maximize your ROI with Websense.

• Designated senior technical support engineer
• Single point of contact
• Collaborative, strategic support planning
• Expedited case handling and escalation
• Personalized service delivery

• Repair or replacement of defective hardware materials and workmanship including internal peripherals
• "Retain your hard drive" option in the event of hard drive failure and replacement
• Phone-based troubleshooting
• Severity One level on-site support provided by a Websense authorized service technician at Subscriber's business location on record.

Your business doesn't stop for weekends or holidays and neither do we. With global facilities and highly trained technical support engineers, Premium Support* delivers all the benefits of Standard Support plus around the clock support for severity one issues. With exclusive, unlimited access to a dedicated premium support phone number, you can be assured your most pressing and difficult questions regarding Websense installation, configuration or software issues will be answered 24 x 7 for severity one issues.

Websense global "follow-the-sun" support centers and target one-hour response times for severity one issues ensure you receive priority when you call. Designed for all customers with 24-hour operations, Premium Support ensures that your systems are always up and running and that your investment and your essential information are protected, around the clock.

• "Follow-the-sun" around the clock support for severity one issues
• Priority access to technical support engineers
• Exclusive access to a dedicated premium support phone number

• Repair or replacement of defective hardware materials and workmanship including internal peripherals
• "Retain your hard drive" option in the event of hard drive failure and replacement
• Phone-based troubleshooting
• Severity One level on-site support provided by a Websense authorized service technician at Subscriber's business location on record.

* Premium Support not applicable for Hosted Security products.

Included with every Websense subscription, Websense Standard Support provides unlimited 24 x 7 access to the Award Winning eSupport Self Service Websense Knowledge Base and MyWebsense, our secure Web portal, Technical Alerts, product upgrades and updates, and Support Forums. Customers additionally receive 5 incidents per subscription year of phone and online access to technical support engineers during normal business hours Monday through Friday to help troubleshoot problems and mitigate issues.

• Included with Websense Subscription
• 24 x 7 access to eSupport Self Service resources
• Access to knowledge base, forums and many other online tools.
• 5-incidents per subscription year
• Hosted Security products:
  • Unlimited assisted support
  • 24/7/365 support for Severity 1 issues