Getting Support
When customers encounter challenges with their product usage, Tenable Technical Support is available to provide assistance. For expedited assistance, please consult the following article outlining best practices for opening Support cases: Opening a case with Technical Support: Best Practices.
Tenable empowers our customers to designate an appropriate case priority when creating Technical Support cases via the Tenable Community. These priorities range from P1 to P4, with P1 representing the most critical and P4 the least critical issues. Customers should exercise their best judgment when assigning case priorities to ensure their cases are handled promptly, and Technical Support reserves the right to adjust the priority of a case up or down for accurate classification. We strongly recommend customers with critical P1 issues to contact Technical Support directly to avoid any delays associated with email communication. Below are some examples to assist customers in determining their case priority.
Priority | Description | Examples |
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P1 — Critical | Product functionality completely degraded – critical impact to business operation |
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P2 — High | Product functionality severely degraded – severe impact to business operations |
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P3 — Medium | General errors/issues – product impaired but business operations remain functional |
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P4 — Informational | Basic information or assistance with Tenable products – little to no impact on business operations |
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