Websense Commitment to World-Class Support

"These awards and certifications demonstrate Websense's ongoing investment in our customer success and our firm commitment to delivering world-class service and support to our valued customers, I am pleased to say that the SCP program in combination with the ASP award validates our ability to deliver best-in-class enterprise support via our global centers for supporting multiple products."

Pankaj Bhardwaj, VP Technical Support

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Websense is proud to announce that we have achieved certification under the Service Capability & Performance (SCP) Support Standard for delivering world -class customer support. SCP is an internationally recognized standard, which defines best practices for delivering the highest levels of enterprise service and support, quantifies performance levels, and establishes a foundation to build on existing quality processes.

"The SCP Standards represent the global benchmark for service quality and are used by leading technology companies around the world," said Greg Coleman, vice president of strategic programs for Service Strategies. "Websense is placed among the industry leaders in service excellence through their attainment of certification under the SCP Standards program. In addition to their best-in-class Standard support, we were particularly impressed with their Premium and Mission Critical Support program offering and execution."

Achieving certification under the SCP Standard requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements essential to delivering top-quality service and support. The SCP Standard measures factors such as corporate commitment and strategy, customer satisfaction, performance metrics, research and development interface, and other strategic areas of the service and support operation. Certified companies must continue to demonstrate their commitment to excellence and high performance standards through annual re-certification audits.

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The Association of Support Professionals (ASP) has awarded Websense with a 2010 "Best Web Support" award in its 13th annual "Ten Best Web Support Sites" competition, a prestigious award that showcases excellence in online service and support

"Websense global support website displays what we were looking for in a winning site: great design and navigation, a thorough knowledgebase and key interactive features that customers need to maximize their investment in solutions," says ASP Executive Director Jeffrey Tarter. "We get many repeat winners, but this year Websense was one of four brand-new awards participants. This shows that newcomers like Websense have a real chance to overtake well-established market leaders in the world of Web support.

The ASP award winners were selected by a panel of judges with expertise in Web support design and implementation. They used a scoring system based on 25 separate performance criteria. The evaluation process covered areas including: Overall usability, design, and navigation; Knowledgebase and search implementation; Interactive features; Customer experience; and Major site development challenges. The 10 winning sites will be profiled in a book called "The Ten Best Web Support Sites of 2010," to be published by the ASP in July.