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	Service Level Target Response Times
	Standard Support	Premium Support	Mission Critical Support
Severity One 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
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 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