The below is my mail to websense. Still they cant resolve the issue, i will be switching to new product soon
I have spent almost 5 to 6 hour of my time with the various support team for the resolution and nothing achieved till. And I am sure it is a software issue the upgrade will resolve I am sure it is not a network related issue because nothing is changed in our network for the last one year and we don't have other issues in the network. I can see the troubleshooting sessions had lot of changes in many files and many settings files change and consumed more time. I am sure the upgrade will not take that much effort and time as a experienced support persons. Not sure what is the hesitations and risk and why it is not in the scope of support as we are eligible customer and it is your product. As a customer we are not expert in doing this and it will be difficult for us. Similar issue happened on our symantec antivirus server, and support team of symantec upgraded the software during the remote session based on our request and resolved the issue in one remote session within one hour time. I can send the symantec report to you if you want to know how others support is? Why I am sayings this is I don't understand why websense is not doing this service to their customer. I am not happy at all the service of websense and the support is very poor in terms of my experience. If you still not willing to help us and don't want us to use websens, please close this ticket and we will need to review our usage of wesense and might consider to switch to other vendor. They are ready to give their solution with competitor price. Note that since this bad experience, we might need to review our DLP solution to other vendor. No more explanation is required please close this ticket if you don't help us to upgrade our product remotely. I will forward all the corresponding upon the closing to the websense management and sales for their understanding and for their future commitment to atleast other customers why thy can't do the remote upgrade service?