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.
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| Standard Support | Premium Support | TAM Services | |
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| Service Level Objectives | |||
| 2 hrs (24/7) |
First Response SLO - Sev 1
90 min (24/7) |
90 min (24/7) | |
| 4 hrs / 12hrs. (8x5) |
First Response SLO - Sev 2, Sev 3, Sev4
90 min/6hrs (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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High Priority Queue
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| Proactive Account Services | |||
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Direct Access to Senior Support Resource
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Case Review Cadence
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| Included |
Pricing
$20,000+ |
$50,000+ | |
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Ready to Extend your Support to Premium? Speak with an expert |
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Premium Support doesn’t include a single point of contact, like an assigned Technical Account Manager. However, Premium Support does include access to a dedicated pool of our most experienced support engineers.
Premium Support is currently available in the U.S. only, but we have plans to expand Premium Support to other regions soon. Reach out to your Customer Success Manager or account team to learn more.
Premium Support is a package that applies to all of your Insight products. At this time, you can’t purchase Premium Support for some and not others.
Don’t worry–Premium Support is available for managed services as well.
We like to keep things simple. There’s no special number to call or special method of reaching out if you have Premium Support. Go ahead and contact us, as usual, through the Rapid7 Support Portal. We’ll handle everything on the back-end to ensure your case is properly routed.
With Premium Support, you get to have a proactive and personalized conversation with a senior support engineer 2x a year. We call these Support Reviews. They’re a great opportunity to discuss any open tickets, best practices, and to get answers to your “how-to” questions.