Websense Global Technical Support Program	Standard Support	Premium Support	Mission Critical Support
Knowledge Base Articles
Customer Forum
Websense Technical Alert Notifications
Websense Security Alert Notifications
Secure Portal (MyWebsense.com)
Product Documentation
Downloadable Software, Upgrades, Updates and Patches
Online Case Submission & Status
Telephone Access to Technical Support Engineers	Business Hours  Monday-Friday*	Around the Clock 24 x 7**	Around the Clock 24 x 7
Support for Websense Appliances
Technical Account Manager (TAM)
Strategic Support Plan
Architecture Review
Migration Planning Assistance
Training Recommendations
Periodic Account Reviews
Severity One Technical Response Time	1 hour	1 hour	30 minutes

* Please refer to business hours for your region. Hosted Security products receive 24/7/365 support for Severity 1 issues.
**Around the Clock 24 x 7 support for Severity 1 issues 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
• Priority email support

• 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 access to the Websense KnowledgeBase and MyWebsense, our secure Web portal, as well as phone and email access to technical support engineers during normal business hours Monday through Friday to help troubleshoot problems and mitigate issues. You can submit new cases and manage existing case status, take advantage of the latest security features and download software, upgrades, updates and patches, as well as review Websense product documentation at any time. Websense Standard Support helps small- to mid-size businesses that do not require additional support outside business hours to protect their business and get the most out of their investment with Websense.

• Included with Websense subscription.
• Available during business hours, Monday-Friday.
• Access to knowledge base, forums and many other online tools.
• Hosted Security products: 24/7/365 support for Severity 1 issues