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:
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.