Appliance Hardware Support

General Description

Hardware support for Websense appliances is available to customers with a current subscription for Websense software applications running on the appliances and a valid hardware support contract.

Hardware Support

Hardware support includes:

• Repair or replacement of defective hardware materials and workmanship including internal peripherals
• "Retain your hard drive" in the event of hard drive failure and replacement
• Phone-based troubleshooting
• On-site repair provided by a Websense authorized service technician at Subscriber's business location on record 1

Targeted Response

Targeted response times and hardware support options are outlined in the Response Time table. At the conclusion of phone-based troubleshooting, Websense will dispatch an authorized service technician to Subscriber's business location on record to remediate a Severity One hardware failure.

Subscriber Responsibilities

In order to receive on-site repair for a hardware Severity One incident, Subscriber must keep a current record with Websense of the business location on record for the physical location of the hardware. If the business location on record does not match the current physical location, Subscriber must update Websense's records prior to dispatch of an authorized service technician, as required by Websense service provider agreements. Failure to keep current the business location on record will result in service interruption/delays of several days depending on country and region until Websense and its service provider receive and process the information for the updated location.

• Subscriber must notify Websense Technical Support of hardware transferred to alternate business locations within or outside the country of purchase to ensure response time coverage and country registration 2
• Updates to a physical location must be completed prior to dispatching of authorized technicians
• Subscriber or Subscriber's authorized representative must be available when the service technician arrives, or the service technician will not be able to service the hardware 3

Hardware support will only be provided for hardware that has not been damaged as a result of external forces or conditions such as accident, abuse, misuse, unstable environment or power sources, or acts of God. Hardware support will not be provided where:

• Hardware (or software) is repurposed or modified from its original configuration
• Hardware has missing or altered serial numbers, or Service Tags
• Hardware has been serviced by someone other than a Websense-authorized service provider
• Premium or Mission Critical Support subscription has expired

Service Availability

On site hardware service availability is country and region specific. Websense is able to provide hardware service within the following countries:

Please consult your sales representative regarding specific hardware service response times available in your city.

Limited Service Availability

The following countries are supported but service response is limited to Next Business Day service.

Restricted Countries

The following countries are restricted and no support is provided in these countries:

All other countries not listed above may have local service provided by local service providers but the customer is responsible for contacting and obtaining a separate support contract for the desired hardware support in that area.

Please consult your sales representative regarding specific hardware service response times available in your city.

1. See "Subscriber Responsibilities" for more detail regarding business location on record
2. Registrations may take up to 10 business days to complete.
3. In the event that Subscriber is not available or the technician cannot gain access to the facilities, the technician will leave a card as indication that he or she was there and the visit will be rescheduled. Missed service calls due to Subscriber's unavailability may result in additional charges for the follow-up service call.
4. Next business day service only.