Contact Support

When you encounter issues with your product usage, Tenable Technical Support is here to help. Refer to the Opening a case with Technical Support - Best Practices knowledge base article for best practices when opening Support cases. This can potentially speed up the entire process.

Tenable enables its customers to choose an appropriate case priority when creating Technical Support cases via the Tenable Community. These priorities range from P1 – P4, with P1 being the most critical and P4 being the least critical. Customers must use their best judgment when applying case priorities to ensure their case gets handled appropriately, and Technical Support may adjust the priority of a case up or down to classify the priority level more accurately. Tenable strongly encourages customers with a P1 critical issue to call Technical Support, to avoid any delays associated with email. Following are some examples to assist customers with setting their case priority.

Priority	Examples
P1 - Critical Product functionality completely degraded – critical impact to business operation	Product service (excluding agents and clients) will not start Product inaccessible to all users Upgrade failures that block users from accessing the product Tenable Nessus, Tenable Security Center, or Tenable Vulnerability Management cannot scan (that is, all scans error and cannot launch)
P2 - High Product functionality severely degraded – severe impact to business operations	Reports will not launch or generate Unable to query vulnerabilities, all dashboards, or all scan results Linking failure of scanners, LCE, or NNM (excluding agents and clients)
P3 - Medium General errors/issues – product impaired however business operations remain functional	Generally the default priority False positives or negatives Scanning and reporting errors Errors with non-core functionality (asset and target lists, SMTP or LDAP integration) Plugin update failures Initial installation and setup issues Requests for testing upgrades before production installation
P4 - Informational Basic information or assistance with Tenable products – little to no impact on business operations	How do I? What ports must be opened for the product to work? Do you have a plugin that scans for ‘X’? What IPs count against my Tenable Security Center license? Do you have ‘X’ feature?