Premium Support

Get more of a good thing—bolster your Insight product implementation with support that goes beyond the standard.

Perks of Going Premium

As your security program grows in size and complexity, you may find you need additional support. With Premium Support, you get all the benefits of Standard Support, plus:

Elevated Expertise
With Premium Support, all of your cases are routed to our most experienced support engineers. These folks have the most expertise and training to help you with your Rapid7 products–inside and out.

Prioritized Responses
With Premium Support, your tickets go into our high priority queue. The team in charge of that queue is committed to delivering faster initial responses, accelerated triaging, and shorter time to resolution. Bottom line—you get peace of mind knowing each case is handled with urgency.

Proactive Collaboration
Meet with a senior support engineer 2x a year to discuss open tickets and best practices, and get answers to your how-to questions.

Thinking of Going Premium?

Talk with an expert today to learn how our tailored support options can add value to your Insight product investment.

Contact us to learn more

Support Services at Rapid7

  Standard Support Premium Support TAM Services
Service Level Objectives
  2 hrs (24/7)
First Response SLO - Critical
90 min (24/7)
90 min (24/7)
  4 hrs / 12hrs. (8x5)
First Response SLO - High/Med
90 min / 6 hrs. (8x5)
90 min (8x5)
Support Services
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Access to Customer Success Center (incl. Knowledge base)
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Video-based Troubleshooting
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Direct Call Scheduling with Support Engineers
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  Standard Support Queue
Support Process
High Priority Queue
TAM
Proactive Account Services
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Direct Call Scheduling with Support Engineers
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Named Engineer
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Advisory Services
Priority
Via TAM
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Support Review Cadence
2x Year
Monthly
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Quarterly Business Reviews
x.png
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Configuration Review
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2x Year
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Maturity Assessment
x.png
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Access to Beta & Early Access Programs
By Invite
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Support FAQs



Ready to Extend your Support to Premium?

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