Support

For Commercial License Holders

Customer Portal

Submit a ticket or check the status of your case.

Customer Login
  • U.S. 866-390-8113 (Toll Free, Mon-Fri, 9 am - 8 pm EST)
  • Others  

Rapid7 Community

Search for answers on using Rapid7 products, ask questions, browse documentation and read up on
what's new.

The community is available to all product users - both commercial license holders and free edition users!

Browse the Community

We Are People Helping People.

We know you have a job to do. Our job is to help you do it. We take your case seriously and we won't pass the buck. We believe in going above and beyond, simply because it feels better that way. Depending on whether you are using a licensed or free edition of our product you have different options of reaching out for help.

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Submitting a Support Case

When submitting a case, you will be asked for the Severity Level. The Support Engineer will evaluate the case with you and together you may determine to change the severity of the case based on the business impact. The following definitions are used to ensure your case’s integrity:

VIEW CASE SEVERITY DEFINITIONS

Support Policies, Roles & Case Response Times

Rapid7 Customer Support services provide rapid resolution of issues. We include telephone and email support, 24 hour vulnerability service level agreement, 24 hour incident response time, and a reliable testing guarantee.

  • Products auto-update to ensure you are running the latest versions in your environment.
  • Testing guarantee to treat false positives like bugs and quickly fix issues when they arise.
  • 24-hour Vulnerability SLA for Nexpose to provide the most current vulnerability definitions.
  • Comprehensive Vulnerability Database with more than 96,500  vulnerability checks for over 34,000 vulnerability definitions.
  • Largest public database of quality-assured exploits and payloads, making your penetration tests both realistic and safe to simulate attacks on your infrastructure.
DOWNLOAD SUPPORT GUIDEBOOK