I opened a case on 2/13/2014. The Websense server is off-line, "Severity 2." I was finally contacted on 2/21, after 5:00 p.m., via voice-mail and an e-mail message to perform a number of steps to resolve the issue. Since the 21st was a Friday, I didn't get the message until 2/24. I performed the recommended steps but the problem remains. I added a comment to my case on 2/24 and have not been contacted since.
I'll remind the sales rep come next October when the maintenance contract is due to expire about how incredibly poor this so called "support" really is. He'll have a hard time selling another year's worth of "non-support" to management.