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 Tenable Nessus. The Advanced Support plan is included with the subscription or purchase of all other Tenable enterprise products. Nessus 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
response objective
P2-High: < 4 hr
P3-Medium: < 12 hr
P4-Informational: < 24 hr
P2-High: < 2 hr
P3-Medium: < 6 hr
P4-Informational: < 12 hr
P2-High: < 2 hr
P3-Medium: < 6 hr
P4-Informational: < 12 hr
Standard Support Plan Features
Tenable Community
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.
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.
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.
Advanced Support Plan Features
Tenable Community
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.
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.
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 in the Tenable Community.
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.
Buy Advanced Support for Nessus Professional here.
Contact your sales rep to purchase additional support for Tenable Vulnerability Management, Tenable Security Center and Tenable OT security.
Premier Support Plan Features
Tenable Community
All named contacts with a valid support contract may open a support case by logging into the Tenable Community. The Tenable 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.
Chat Support
Chat support is available to customers with Premier Support plans 24 hours a day, 365 days a year. The chat feature is available once a named contact has logged into the Tenable Community.
Phone Support
Phone support is available to named support contacts with Premier Support plans 24 hours a day, 365 days a year. Phone numbers are listed in the Tenable Community.
Direct Access to the Level 2 Support Engineer (TSE) team
The Level 2 TSEs are senior members of the Tenable Technical Support staff with deep technical experience with Tenable solutions.
The Level 2 Technical Support Engineers are globally based in the Tenable Technical Support offices and are available 24 hours a day.
Customers may designate up to 10 contacts who will have direct access to the Premier TSE team. Summary of benefits:
- Bypass Level 1 support. Direct access to a Level 2 Senior Technical Support Engineer by phone.
- Supported completely by a team of Level 2 Senior TSEs with high level of professional and communication skills.
- Faster response and resolution times reflected in the lowered SLA Time Frames.
- Overall cases reduced due to experience and strength of troubleshooting work.
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.
Elite Support Plan Features
Email Support
Email support is available to five (5) designated Elite support contacts who have direct access to their Elite Technical Support Engineer (TSE) during local/agreed business hours.
Tenable Community
All named contacts with a valid support contract may open a support case by logging into the Tenable Community. The Tenable 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.
Chat Support
Chat support is available to customers with Elite Support plans 24 hours a day, 365 days a year. The chat feature is available once a named contact has logged into the Tenable Community.
Phone Support
Phone support is available to five (5) designated Elite support contacts who have direct access to their Elite Technical Support Engineer (TSE) during local/agreed business hours. Non-named Elite support contacts can engage Tenable Advanced Support 24 hours a day, 365 days a year. Phone numbers are listed in the Tenable Community.
Direct Access to the Elite Technical Support Engineer (TSE) team
The Elite TSE is a senior member of the Tenable Technical Support staff with deep technical experience with Tenable solutions.
The Elite Technical Support Engineer is based in the Tenable Technical Support office closest to the customer and will be available from 9am - 5pm in the local time of that support office. Support which does not fall within these hours will be handled by the first available senior engineer in the region.
USA, Maryland 9:00am to 5:00 PM
Dublin, Ireland 9:00am to 5:00 PM
Singapore, Singapore 9:00am to 5:00 PM
Customers may designate up to 5 contacts who will have direct access to the Elite TSE team. Summary of benefits:
- Bypass Level 1 support. Direct access to L2 Elite TSE support
- Intimate knowledge of customer environment, network topology, assets, deployment locations, deployment schedules
- Proactive support
- Holistic case management
- Early entry access to beta releases.
- Exclusive access to Technical Support tools & communities.
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.
Optional Elite Support Additional Offering
Dedicated TSE
- 100% dedicated to the customer full-time during regular business hours.
- Opens, closes, manages, fixes all Tenable cases.
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 |