Spent most of the day trying to figure out email problems. And they are mostly caused by our mail filter vendor (Websense, who bought SurfControl). Support for this product, even though we pay mid-5 figures a year for what they call ‘priority support’, is woefully inadequate. You would think that for that price, we’d get better response. All an email gets is an automated response, but no response from the tech support staff.

Well, sometimes you’ll get a response after two weeks that says something like “we’re assuming this matter is closed, since we haven’t heard from you about this issue in a while”. But even an immediate response to that is met with silence.

Even though our support contract doesn’t end until December, I am seriously considering moving to another solution for our email and web filtering. I actually should have pulled that trigger before the last renewal.