HONORING OUR PLEDGE TO YOU
Websense is dedicated to protecting your investment in SurfControl products and we are committed to providing you with world-class support. We realize there have been challenges along the way with response to Web tickets and there were initial phone issues upon system integration between the two programs. We want to reassure you that we have successfully cross-trained our engineers and enhanced our internal processes and procedures to improve support response times. Customer service levels have returned to normal and we are prepared to devote additional attention as necessary to ensure that we continue to deliver exceptional technical support.
WEBSENSE GLOBAL TECHNICAL SUPPORT
Websense Global Technical Support provides Essential Information Protection for more than 42 million employees at more than 50,000 organizations worldwide. Websense security solutions are backed by a worldwide team of highly trained and experienced technical support engineers. With operations around the globe, Websense Global Technical Support provides organizations with the services required to manage the risks of dynamic Web 2.0 applications, help ensure safe and productive use of the Internet, and provide essential protection for critical systems and information.
We listened to your feedback and we've made the following improvements:
- Systems Enhancements
We continue to invest in our technology to improve our secure Web portal. You can now log and track support tickets around the clock as well as subscribe to product advisories from support anytime an alert is issued. In addition, we're on track to create a customer forum to discuss product deployments and best practices before the end of the year. Register to receive product alerts
- Monthly Webinars
As part of our commitment to ongoing communication, we are hosting monthly webinars to showcase product features, help you troubleshoot issues, and help you maximize your investment with Websense. Register for our webinars
- New Websense Support Offerings
We've consolidated our support offerings to include a common standard of support with clear service targets. Additional value-added technical support services are available as follows:
- Premium Support: With severity-one response time targets of one hour or less, Premium Support delivers global, 24 x 7 support around the clock. You can be assured that your most critical issues will be worked continuously until resolved with our follow-the-sun support model. Visit our Support Portal for more information.
- Mission Critical Support: Combines the benefits of 24 x 7 support with a superior level of technical response coordinated by a highly proactive technical account manager (TAM). Visit our Support Portal for more information.
END-OF-SALE ANNOUNCEMENTS
As part of the new program, Websense will be announcing end-of-sale for SurfControl Platinum, Gold, and Silver support-as well as end-of-sale for Websense Platinum and Priority One 24 x 7 Support globally on 4/3/08. Please note that we will honor existing customer support agreements through the end of the then current support term, at which point customers will be able to choose from the offerings in the new support program. For more information read our End-of-Sale Announcements.
With Websense, your essential information, systems and employees are protected.
END OF SALE ANNOUNCEMENTS & MIGRATION PATHS
- SurfControl Platinum Support
Websense has decided to end-of-sale SurfControl Platinum Support. We will accept new subscriptions and renewals only through July 3, 2008. Most Platinum Support customers will want to migrate to Mission Critical Support at the end of their existing support term.
- SurfControl Gold Support
Websense has decided to end-of-sale SurfControl Gold Support. We will accept new subscriptions and renewals only through July 3, 2008. Most Gold Support customers will want to migrate to Mission Critical Support or Premium Support at the end of their existing support term.
- SurfControl Silver Support
Websense has decided to end-of-sale SurfControl Silver Support. We will accept new subscriptions and renewals only through July 3, 2008. Most Silver Support customers will want to migrate to Premium Support at the end of their existing support term.
Websense Product End of Sale and End of Life Policies
