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Response time for Internet Support Requests is generally within twenty-four hours of request submission during business hours, Monday through Friday, excluding holidays. Internet Support Requests will be handled through email correspondence.
Case Severity Definitions:
Severity One:
Any issue classified as a customer "Work Stoppage" issue resulting in a system failure, critical outage, or a matter of a sensitive nature.
Severity Two:
The Websense software is not operating in substantial conformance with the Websense published documentation and the customer site is experiencing significant loss of productivity, but a reasonable workaround is proposed by Websense Technical Services.
Severity Three:
The Websense software is operating in substantial conformance with the Websense published documentation, but is running with limited or reduced functionality.
Severity Four:
The Websense software is functioning in substantial accordance with the Websense published documentation, but the customer has questions concerning upgrades, performance, or configuration enhancements. This level is also used for general questions regarding the Websense software’s features and functionality.
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