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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 |
|
Websense Appliance hardware on-site response Subject to service availability within the service location. For additional information on service availability and locations login to MyWebsense. |
Not Available | Up to 4 Hours | Up to 4 Hours |
| 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 |