Advanced Support for Nessus

How to use Advanced Support for Nessus

Advanced Support is available for named contacts of the Nessus product in question. Contacts may be assigned by the primary license owner in the Tenable Account Management page: account.tenable.com

Phone support

Phone support is available to named support contacts with Advanced Support plans 24 hours a day, 365 days a year. Phone numbers are listed at the bottom of the Tenable Connect customer community.

Chat support

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 Connect community

All named contacts with a valid support contract may open a support case by logging into Tenable Connect. The community contains the Knowledge Base, documentation, and Q&A forums 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 by navigating to the Account Management section of Tenable Connect or going directly to account.tenable.com.

Initial response times

P1-Critical: < 2 hr
P2-High: < 4 hr
P3-Medium: < 12 hr
P4-Informational: < 24 hr

Support contacts

An account is limited to ten (10) named support contacts who are authorized to contact Technical Support. 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 resolving a support request.