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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 the Elite Support plan for an additional fee.

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

Standard Advanced Elite
Support Hours 24x7x365 24x7x365 24x7x365
Service Level Agreement 24hr 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
Email Support Yes Yes Yes
Portal Support Yes Yes Yes
Chat Support Yes Yes Yes
Phone Support - Yes Yes
Bypass Level 1 support. Direct access to L2 Elite TSE support - - 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

Definitions

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. A version of the software will be EOL no sooner than two (2) years after the first generally available (GA) release in that major version family. For example, if the first version of Tenable.sc (formerly SecurityCenter) 5.x was released January 1, 2015, then all versions of Tenable.sc 5.x will be EOL no sooner than January 1, 2017.
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 the 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 Tenable.sc (formerly SecurityCenter) 5.x was released January 1, 2015, then all versions of Tenable.sc5.x will be EOL no sooner than July 1, 2016.
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.

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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