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Nov 29 2016
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Oct 6 2016
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Advanced Support Plan Features
Phone Support
Phone support 24 hours a day, 365 days a year, available for up to ten (10) named support contacts.
Chat Support
Chat support available to named support contacts, accessible via the Tenable Community is available 24 hours a day, 365 days a year.
Tenable Community Support Portal
All named support contacts can open support cases within the Tenable Community. Users can also access the Knowledge Base, documentation, license information, technical support numbers, etc.; utilize live chat, ask questions to the Community, and learn about tips and tricks from other Community members.
Initial Response Time
P1-Critical: < 2 hr
P2-High: < 4 hr
P3-Medium: < 12 hr
P4-Informational:
< 24 hr
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.
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