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Technical Support Plans

In order to receive technical assistance from a Tenable Technical Support Engineer (TSE), a support plan is required for all Tenable software deployments. Customers that have licensed the software through subscriptions, or perpetual customers that have an active maintenance contract, will receive the applicable technical support services described below during the term of their respective agreements. Download the Technical Support Guide for more information.

The Standard Support plan is included with the subscription or purchase of Nessus Professional. The Advanced Support plan is included with the subscription or purchase of Tenable.io, Tenable.sc and Tenable.sc Continuous View. Nessus Professional customers may upgrade to the Advanced Support plan for an additional fee. Customers on the Advanced Support plan may also be upgraded to Premier Support or Elite Support plans for an additional fee.

Email [email protected] to upgrade your current support plan.

Standard Advanced Premier Elite
Support Hours 24x7x365 24x7x365 24x7x365 24x7x365
Initial Response Times 24hr initial response time objective P1-Critical: < 2 hr
P2-High: < 4 hr
P3-Medium: < 12 hr
P4-Informational: < 24 hr
P1-Critical: < 1 hr
P2-High: < 2 hr
P3-Medium: < 6 hr
P4-Informational: < 12 hr
P1-Critical: < 1 hr
P2-High: < 2 hr
P3-Medium: < 6 hr
P4-Informational: < 12 hr
Email Support - - - Yes
Portal Support Yes Yes Yes Yes
Chat Support Yes Yes Yes Yes
Phone Support - Yes Yes Yes
Direct access & Fully supported by team of Tier II Engineers - - Yes -
Direct access & Fully supported by a single Elite Engineer - - - Yes
Intimate knowledge of customer environment, network topology, assets, deployment locations, deployment schedules. - - - Yes
Proactive support - - - Yes
Holistic case management - - - Yes
Early entry access to beta releases - - - Yes
Exclusive access to Technical Support tools & communities - - - Yes
Support Plan Features Learn More Learn More Learn More Learn More

Software Product Lifecycle Policy

For Software Product Lifecycle information and definitions, please refer to the Tenable Software Release Lifecycle Policy doc.

Issue Severity

Initial response time is prioritized based on the issue severity. Critical severity issues must be opened via Phone or Chat in order for Initial Response Time Objectives to apply.

P1 - Critical
Product functionality completely degraded – critical impact to business operations
P2 - High
Product functionality severely degraded – severe impact to business operations
P3 - Medium
General errors/issues – product impaired however business operations remain functional
P4 - Informational
Basic information or assistance with Tenable products – little to no impact on business operations
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