Websense Global Technical Support Services Feature Matrix
|
Websense Global Technical Support Program |
Standard Support |
Premium Support |
Mission Critical Support |
| Knowledge Base Articles |
X |
X |
X |
| Websense Security Alert Notifications |
X |
X |
X |
| Secure Portal (MyWebsense.com) |
X |
X |
X |
| Product Documentation |
X |
X |
X |
| Downloadable Software, Upgrades, Updates and Patches |
X |
X |
X |
| Online Case Submission & Status |
X |
X |
X |
| Telephone Access to Technical Support Engineers |
Business Hours
Monday-Friday* |
Around the Clock
24 x 7 |
Around the Clock
24 x 7 |
| Technical Account Manager (TAM) |
|
|
X |
| Strategic Support Plan |
|
|
X |
| Architecture Review |
|
|
X |
| Migration Planning Assistance |
|
|
X |
| Training Recommendations |
|
|
X |
| Periodic Account Reviews |
|
|
X |
| Severity One Technical Response Time |
1 hour |
1 hour |
30 minutes |
*Please refer to http://www.websense.com/SupportPortal/Contact.aspx for business hours for your region.
For more information, contact your Websense sales representative or channel partner.