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Technical Support Plans

Support Plans

In order to receive technical assistance, 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.

Nessus Professional Standard Premium Premium for Federal
Support Hours 24x7x365 24x7x365 24x7x365 24x7x365
Response Time Objective 24 hr P1-Critical: < 2 hr
P2-High: < 4 hr
P3-Normal: < 12 hr
P4-Low: < 24 hr
P1-Critical: < 1 hr
P2-High: < 2 hr
P3-Normal: < 12 hr
P4-Low: < 24 hr
P1-Critical: < 1 hr
P2-High: < 2 hr
P3-Normal: < 12 hr
P4-Low: < 24 hr
Email Support Yes Yes Yes Yes
Portal Support Yes Yes Yes Yes
Chat Support Yes Yes Yes Yes
Phone Support - Yes Yes Yes
US Based Crit-Sit Support - - - Yes
Technical Support Account Manager - - Yes Yes
Quarterly Reporting Review - - Yes Yes
Quarterly System Tune-Up - - Yes Yes
Monthly Case Review - - Yes Yes
Upgrade Planning - - Yes Yes
Automatic Issue Escalation - - Yes Yes

Plan Features and Definitions

The Standard Support plan is included with the subscription or purchase of Nessus Manager, Nessus Cloud, SecurityCenter and SecurityCenter Continuous View. Both the Standard Support plan and the Nessus Pro Support plan may be upgraded to the Premium Support plan for an additional fee. US Federal Agencies, or any business, requiring 24x7x365 US based support for Critical issues may upgrade to the Premium for Federal Support plan.

  • Standard

    Standard Support Plan Features

    Email Support

    All named contacts with a valid support contract may open a support case by sending an email to support@tenable.com. All cases opened via email will receive a case priority of “Normal”.

    Support Portal

    All named contacts with a valid support contract may open a support case by logging into the Tenable support portal. The support portal 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 portal. 

    Chat Support

    Chat support is available to customers with Standard or Premium Support plans 24 hours a day, 365 days a year. The chat feature is available once a named contact has logged into the support portal.

    Phone Support

    Phone support is available to named support contacts with Standard or Premium Support plans 24 hours a day, 365 days a year. Phone numbers are listed in the support portal. 

    Support Contacts

    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.

  • Premium

    Premium Support Plan Features

    Direct Access to a Dedicated Technical Support Account Manager (TSAM)

    The TSAM is a senior member of the Tenable Technical Support staff and is highly trained in Tenable products. Customers may designate up to 5 contacts who will have direct access to the TSAM, bypassing Level 1 support team. Access to the TSAM is available 9am - 5pm Monday through Friday Eastern US time, excluding Tenable holidays. Regular support channels are always available outside of the TSAMs business hours. Regular support channels are also available to other members of the customer’s organization should more than 5 support contacts be required.

    Quarterly Reporting Review

    Once per quarter, the TSAM will perform a comprehensive review of existing reports to ensure that these still align with the customer’s vulnerability management strategy.

    Quarterly System Tune Up

    On a quarterly basis the TSAM will perform a complete review of a customer’s deployment, interactively going through the customer’s deployment via a remote session to ensure that it is both functioning correctly and in alignment with the customer’s business needs. If the customer’s goals or needs have changed, reasonable efforts will be made to adjust the customer’s deployment. If large scale changes are required, the TSAM will provide a comprehensive plan to optimize success.

    Monthly Case Review and Analysis

    At the beginning of each month, the customer will receive a summary report of the prior month's cases. The report will facilitate a dialogue on product issues, Tenable support performance, training opportunities for customers, and other topics related to a more efficient handling of future issues.

    Upgrade Planning and Assistance

    While most upgrades can be performed without any assistance from Tenable Technical Support, the TSAM should be engaged prior to any upgrades. The TSAM will review the customer’s upgrade plan to ensure the process happens smoothly with minimal or no disruption in service. Upon request, and with sufficient notice, the TSAM can be available to work through the upgrade process with the customer interactively (via remote support session). 

    Automatic Issue Escalation

    If at any time a customer is unsatisfied with the support Tenable is providing, the customer may request to speak with a manager as a means of escalation. Premium Support customers receive the added benefit of automatic case escalation to ensure the Tenable management team has the appropriate level of visibility into customer impacting issues. Case escalation will occur according to the schedule below. Days are counted from the time in which a case is opened.

    Notification To Critical High
    Support Manager At case creation Next Business Day
    Director of Support 1 Business Day 3 Business Days
    VP Customer Advocacy 2 Business Days 5 Business Days
  • Federal

    Premium Technical Support for Federal Agencies with Support for Critical Issues

    The Premium Technical Support for Federal Agencies plan is designed for US Federal Agencies that require support from a location within the United States, and by US Citizens. The Federal Support plan shares all the features of the Premium Support Plan with one exception: a US Citizen, located within the US will respond to all Critical severity issues even when the issues is raised outside of US based support hours.

    US Based Support for Critical Issues 24x7x365

    Normal support hours for the US based support team are 8am - 8pm, Monday through Friday, Eastern time. All cases opened during these hours will be addressed by a US Citizen operating from inside the USA.

    Support for Critical severity issues (System Down) outside of normal US support hours is available for customers enrolled in this program.

    The Critical severity issue must be reported by calling the support line at which time an US based support agent will be paged and the call will be returned to start the troubleshooting process.

  • Definitions

    Definitions

    EOS
    End of Sale. When a version of the software is EOS, the software is generally retired and it is expected that a customer will start using a newer version. EOS software may continue to download content updates and security patches, but no new features will be added. Critical defects for EOS software will be addressed at Tenable’s discretion. A version of software will be EOS no sooner than eighteen (18) months after the first generally available (GA) release in that major version family. For example, if the first version of SecurityCenter 6.x was released January 1, 2015, then all versions of SecurityCenter 6.x will be EOL no sooner than July 1, 2016.
    EOL
    End of Life. When a version of the software is EOL, it will no longer download any updates and Tenable will no longer provide patches. Support is not available for software that has reached End of Life. The End of Life date for a product family will be no sooner than 6 months after the End of Sale date (see below for the definition of EOS). For example, if SecurityCenter 6.x was EOS on January 1, 2018, then all versions of SecurityCenter 6.x would be EOL no sooner than July 1, 2018.
    Error(s)
    A failure of the software to conform to the Tenable published documentation and specifications governing said software at the time the order was sent to Tenable; where such failure impacts operational performance, functional performance or ability to license.
    Fixes
    Correction of Error(s) in order for the software to continue performing functionally in the manner for which it was licensed and any and all improvements that related to performance but do not provide new features or functionality for the software. Fixes will be incorporated into new versions of the software. Tenable does not commit to backport Fixes to current versions of the software.
    GA
    Generally Available. A version of the Software is GA when Tenable customers can generally download it or license it.
    Response
    Time
    Amount of time between the initial reporting of an issue, and the first response by a technical support engineer.

    Issue Severity

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

    Critical
    An Error has caused a catastrophic failure of the software that has rendered the entire system unusable.
    High
    An Error that substantially degrades the performance of the software or materially restricts the use of the software.
    Normal
    An Error in the form of a bug or administrative issue is preventing a non-critical software function from working.
    Low
    An Error that causes superficial impact on the use of the software. Also, questions related to use and features of the software.