With Advanced Support for Nessus Professional, your teams will have access to phone, email, Community, and chat support 24 hours a day, 365 days a year. This advanced level of technical support helps to ensure faster response times and resolution to your questions and issues.
Advanced Support Plan Features
Phone support is available for up to ten (10) named support contacts 24 hours a day, 365 days a year. (Phone numbers are listed in the Tenable Community and on the purchase confirmation documents.)
Email support is available for up to ten (10) named support contacts by sending an email to [email protected]. All cases opened via email will receive a case priority of “Medium”.
Chat support is available 24 hours a day, 365 days a year. The chat feature is available once a named contact has logged into the Tenable Community.
Tenable Community Support Portal
All named contacts with a valid support contract may open a support case by logging into the Tenable Community. The Community contains the Knowledge Base, documentation, and license information as well as the list of available phone numbers (for customers with phone support) and a button to initiate a live chat session. The primary support contact may also add/remove support contacts using the Community.
P1-Critical: < 2 hr
P2-High: < 4 hr
P3-Medium: < 12 hr
P4-Informational: < 24 hr
Support contacts must be reasonably proficient in the use of information technology, the software they have purchased from Tenable, and familiar with the customer resources that are monitored by means of the software. Support contacts must speak English and conduct support requests in English. Support contacts must provide information reasonably requested by Tenable for the purpose of reproducing any Error or otherwise resolving a support request.