“Along with broadening our portfolio of solutions to span the Web, email and data security, this year Websense has significantly invested in customer technical support,” said Pankaj Bhardwaj, vice president of technical support for  Websense. “We recognise that the last year following the acquisition of SurfControl was a period of rapid growth and change for Websense and with our new Websense Global Technical Support Program we want our customers to experience superior support no matter the size of their organisation or where they are located in the world. Our goal is to get our customer questions and technical issues resolved as quickly and easily as possible.”

Additionally, Websense has bolstered its support organisation by expanding the dedicated tech support team globally, launching free resources to all Websense customers including a support portal with knowledge base, training guides, archived support Webinars and a community forum.

Websense now offers three levels of support tailored to the needs of customers:

- Websense Premium Support – offers all of the benefits of Websense Standard Support plus around-the-clock support, 365 days a year, and priority access to technical support managers, a toll-free support number and priority email address. 

- Websense Mission Critical Support – designed for organisations that require one-on-one strategic support assistance with a single account manager and direct access to assigned technical specialists. 

“Our Mission Critical Support offering helps our customers maximise their investment in Websense solutions, including the new inline deployments of Websense Web and data security solutions by helping them through any technical questions proactively through architecture reviews and by acting as a trusted advisor,” added Bhardwaj.

Based on extensive customer input, Websense has completely integrated its support infrastructure systems, revamped the online knowledge base, and made resources easier to find and use. Customers at all levels have access to hundreds of free resources and benefits including:

- Online knowledge base – Technical support tools and training – Online knowledge base section on the Websense Support Portal includes hundreds of new tools in an easily searchable repository of hot topics, articles, tutorials and FAQs.

- Monthly support Webinars – Websense is hosting monthly support webinars to showcase product features, help customers troubleshoot issues, and maximise their investment with Websense.  Webinars are archived for easy access and review on the Websense Support Portal.

- Enhanced focus on customer satisfaction – Websense has invested in several new initiatives designed to help customers solve technical issues quickly and easily, including:

- The ability to log and track tickets online through the self service portal.

- A live operator available around the clock 365 days a year for support, even on weekends and holidays for Websense Premium and Mission Critical Support customers.

- Weekly global customer surveys to continue to improve Websense solutions and the customer support experience.