SOURCE: Websense, Inc.

Websense, Inc.

May 04, 2010 08:10 ET

Websense Launches the Triton Customer First Initiative

Websense Enhances Its Mission Critical Support; Achieves Certification Under Prestigious Service Capability & Performance (SCP) Standards

SAN DIEGO, CA--(Marketwire - May 4, 2010) -  Websense, Inc. (NASDAQ: WBSN), a global leader in unified Web, data and email security solutions, today announced the TRITON™ solution Customer First initiative, a three-pronged program that includes: enhanced support, training and tools and education to help customers achieve the best security at the lowest total cost of ownership using the Websense TRITON solution. Further validating this initiative, Websense also announced today that Websense Technical Support Services organization has achieved certification under the prestigious Service Capability & Performance (SCP) Standards.

"Websense TRITON solution offers the highest level of protection available from a single unified management console," said Pankaj Bhardwaj, vice president of Technical Support Services. "To increase the value of our customers' investment in TRITON architecture, we're launching the Websense TRITON Customer First initiative, of which the backbone is our highly regarded Mission Critical Support team, with its recent SCP accolade. This program shows our commitment to helping customers achieve the best security from modern threats such as advanced malware, Web exploits, data loss through rich Internet applications, bots and the social Web all achieved at the absolute lowest cost of ownership. We're making an end-to-end investment in the support, training and tools and education necessary to enable customer success."

Websense Global Technical Support and Mission Critical Support

Websense Global Technical Support provides organizations with the services required to manage the risks of dynamic Web 2.0 applications, helps ensure safe and productive use of the Internet and provides essential protection for critical systems informationWebsense security solutions are backed by a worldwide team of highly trained and experienced technical support engineers offering three support levels, Standard, Premium and Mission Critical, to meet the unique needs of each Websense customer.

  • Websense Standard Support is included with every Websense subscription and provides unlimited access to the Websense Knowledge Base and MyWebsense, as well as phone and email access to technical support engineers during normal business hours. 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. 
  • Websense Premium delivers all the benefits of Standard Support and is designed for all customers with 24-hour operations. Premium Support ensures that systems are always up and running and that a customer's investment and essential information are protected, around the clock.
  • The Mission Critical Support team is a worldwide group of highly-trained and experienced technical support engineers, who provide premium support (24 X 7) with superior technical response, coordinated by a technical account manager (TAM). To ensure optimal uptime and rapid response, all the TAMs are trained directly by the TRITON system developers, with first hand information to support migration and upgrades to the TRITON system. In addition, with the Mission Critical Support program, the TAM becomes an extension of a customer's business and, therefore, is intimately familiar with the needs of an organization to deliver more value and counsel for new products and services through the maturation of a company. This high-touch program was designed to directly increase the overall value of a customer's investment in the TRITON architecture.

"The value of Mission Critical Support is multi-fold in realizing network security Operational success for ADP," said Todd Walton, program manager Network & Security, ADP Dealer Services. "In addition to strategic proactive planning that shortens deployment times, our business also takes advantage of personalized service via direct 24x7 access to the highest level of Websense expertise to expedite critical issue resolution. I highly recommend Websense Premium and Mission Critical Support to other enterprise Customers."

The success of Websense Technical Support Services has been recognized by the SCP standard, which accredits Websense in delivering the highest level of support value and return on investment for Premium and Mission Critical Support customers. Websense achieved certification under the SCP Support Standard after an extensive audit of their Americas and EMEA Support centers. The SCP Standards quantified the effectiveness of Websense Standard, Premium and Mission Critical customer support based upon a stringent set of performance criteria and best practices in the industry.

"The SCP Standards represent the global benchmark for service quality and are used by leading technology companies around the world," said Greg Coleman, vice president of strategic programs for Service Strategies. "Websense is placed among the industry leaders in service excellence through their attainment of certification under the SCP Standards program. In addition to their best-in-class Standard support, we were particularly impressed with their Premium and Mission Critical Support program offering and execution."

Websense Technical Readiness and Training 

During the last three years, Websense has invested millions in readiness and training of its technical services infrastructure, which includes training support staff, building a partner program for pre- and post-sale customer focused engineers, as well as a 24/7 global support system to drive security, network, systems and Websense expertise. 

Websense provided this multi-day program with hands-on direct developer training for both the internal sales engineers and external partners -- as a commitment to deliver high-touch service throughout the entire TRITON system customer lifecycle.

This robust investment also included the creation of a Learning Management System as well as multiple levels of product certification by both market and solution area -- all of which culminated in $1 million in incremental TRITON architecture training.

Websense Education and Tools

Websense is investing in several tools and education initiatives to help customers achieve the best results from the TRITON system, which include the Websense Technical Library, Support Forum and MyWebsense.

  • Websense Technical Library: The upcoming Technical Library is all-in-one answer center where customers, partners and staff can gain access to materials that help with deployment, planning, installation, upgrade, use and maintenance of all Websense solutions. The content is designed to meet the individualized research needs of the user. For example, the technical materials are displayed in a number of different ways including: tips, papers, briefs, overviews, diagrams, checklists, getting started kits, guides, worksheets, help systems, references, videos, tutorials and wikis. All of these resources will be enabled and indexed through a rich search feature. Phase one, available late June, will include TRITON system content. The next phase with new content types and versions is slated for mid to late summer.
  • The Websense Support Forum: The forum provides an opportunity for customers to share questions and offer solutions and suggestions regarding products, best practices, deployment, installation, configuration and other product topics, gaining the benefit of the wisdom of the crowd. To date, 10,000 customers have commented on more than 8000 support forum threads. The feedback gleaned from this interaction helps improve customer interaction moving forward.
  • MyWebsense: is a customer facing portal for Websense related feedback and support issues.

More information about Premium and Mission Critical Support programs can be found here.

More information about Service Strategies Corporation and SCP can be found here.

About Websense, Inc.
Websense, Inc. (NASDAQ: WBSN), a global leader in unified Web, data and email content security solutions, delivers the best security for modern threats at the lowest total cost of ownership to tens of thousands of enterprise, mid-market and small organizations around the world. Distributed through a global network of channel partners and delivered as software, appliance and software-as-a-service (SaaS), Websense content security solutions help organizations leverage new communication, collaboration and Web 2.0 business tools while protecting from advanced persistent threats, preventing the loss of confidential information and enforcing Internet use and security policies. Websense is headquartered in San Diego, Calif. with offices around the world. For more information, visit

About Service Strategies Corporation
Service Strategies advances service excellence by providing industry standards, training, consulting and certification programs that ensure delivery of consistent, high-quality service and support. The world's leading service providers have adopted Service Strategies' Service Capability & Performance (SCP) Standards as a roadmap for service excellence and a benchmark measure of success. For more information, call 858.674.4864 or toll free in North America 800.552.3058, visit or email

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This news release contains forward-looking statements that involve risks, uncertainties, assumptions and other factors which, if they do not materialize or prove correct, could cause Websense results to differ materially from historical results or those expressed or implied by such forward-looking statements. All statements, other than statements of historical fact, are statements that could be deemed forward-looking statements, including statements about our technology and product leadership, growth trends and expense management, and statements containing the words "planned," "expects," "believes," "strategy," "opportunity," "anticipates" and similar words. The potential risks and uncertainties which contribute to the uncertain nature of these statements include, among others, risks associated with launching new product offerings, customer acceptance of the company's services, products and fee structures in a changing market; the success of Websense brand development efforts; the volatile and competitive nature of the Internet and security industries; changes in domestic and international market conditions, risks relating to currency exchange rates and impacts of macro-economic conditions on our customers, risks relating to the required use of cash for debt servicing, the risks of ongoing compliance with the covenants in the senior secured credit facility, risks related to changes in accounting interpretations and the other risks and uncertainties described in Websense public filings with the Securities and Exchange Commission, available at Websense assumes no obligation to update any forward-looking statement to reflect events or circumstances arising after the date on which it was made.

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