Vulnerability Management | Rapid7

NeXpose Customer Support

NeXpose 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. We are dedicated to delivering superior support for our products. Whether you are testing NeXpose or have been using the product for some time, you are backed by our years of experience and commitment to customer satisfaction. Our team of highly skilled and responsive experts in network security understands the criticality of your issues and is available to help.

Telephone Support

Our standard support provides access to support resources from 9 a.m. to 8 p.m. EST to ensure you can scan and fix your network vulnerabilities before your systems are compromised. Extended 24x7x365 support is available at an additional cost. Call 866.7 Rapid7 to speak to one of our sales representatives for more information about this option.

Product Updates

Rapid7 releases updates to NeXpose twice a month. These updates contain the latest vulnerability tests, product updates and new device and system support. These updates are applied through our auto-update feature to ensure you are running the lastest tests in your environment.

Reliable Testing Guarantee

Rapid7 believes that reporting a vulnerability that is not really there, i.e. a false positive, is a bug in the product. Our guarantee to our customers is that we handle the reporting of a false positive as a bug and it gets the same priorities in our development process as other software bugs. Product fixes are delivered through our auto-update capability and are available to you as soon as they are tested within the product. Whether you are running software, an appliance or our managed service, these updates are available to you quickly.

In the rare instance that NeXpose does issue a false positive, Rapid7 will follow our zero false positive policy process. Notify Rapid7 support immediately to report the incident and begin the resolution process. The Rapid7 technical support team will work with you to investigate the incident and escalate it to development for resolution. After extensive testing in the Rapid7 QA lab, the update will be released to all NeXpose customers with a valid subscription service.

24-hour Vulnerability Service Level Agreement

Rapid7 is committed to providing timely updates to NeXpose customers with the most current vulnerability definitions. Microsoft releases patches on the second Tuesday of each month and occasionally releases additional out of cycle advisories. Within 24-hours of release by Microsoft, Rapid7 will release updates to all NeXpose customers reflecting checks for all vulnerabilities identified in Microsoft's advisories. Rapid7 also guarantees immediate updates for Linux systems. Linux patch releases are less predictable and vary by vendor. For Linux patches, Rapid7 will release updates to NeXpose within 48 hours of release by the respective system vendors.

Comprehensive Vulnerability Database

The key to the NeXpose system is Rapid7's extensive built-in database of over 10,000 vulnerability definitions and over 26,000 vulnerability checks. This database cross-links the thousands of external databases that provide patches, downloads, references and additional information about the security weaknesses in systems including CERT, SANS, CVE, and the Microsoft Knowledge Base. NeXpose automatically updates this database every six hours by downloading new vulnerability definitions as XML definition templates. Search the NeXpose Vulnerability Database and find out the depth of NeXpose's scanning capabilities.

Whether you need assistance in the installation of our product, a recommendation about how to configure NeXpose for your enterprise network or guidance on how you can use NeXpose to comply with federal regulations such as Sarbanes-Oxley reporting requirements or HIPAA, we can offer you the services required to achieve success. Contact us to get more information on Rapid7 support.