We have been using Websense for two years now, thankfully our contract will soon be up for renewal. Technical and customer support is by far the worst of any service company I currently deal with. Initial responses from support staff are inadequate, effectively emailing you to say they have the problem noted. Then nothing for days at a time. We currently have a case which has had no response from Websense for twenty five days. Is that acceptable?
We are using the V5000G2 appliance, and each patch release is worse than the last. I have never been able to successfully get a patch installed without it breaking other parts of the product or requiring several remote sessions to get it working. It’s not good enough for the price you pay
Websense is an overcomplicated product which is disjointed and difficult to manage. It requires a lot of internal support hours to have it running effectively. There are very few technical consultants with Websense that I have worked with which are actually knowledgably about the product and able to support it well. Often the support consultant expects you to know the product inside out, I’m sorry but this is why we pay for support!
I would not be happy recommending Websense to anyone and it will be difficult to be persuaded to stick with this product.