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 Community: community.tenable.com
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.
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.
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.
Initial Response Times
P1-Critical: < 2 hr
P2-High: < 4 hr
P3-Medium: < 12 hr
P4-Informational: < 24 hr
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.