As your security program grows in size 和 complexity, you may find you need additional support. 高级支持, you get all the benefits of 标准支持, plus:
提升专业知识
高级支持, all of your cases are routed to our most experienced support engineers. These folks have the most expertise 和 training to help you with your Rapid7 products–inside 和 out.
优先响应
高级支持, your tickets go into our high priority queue. The team in charge of that queue is committed to delivering faster initial responses, 加速进行, 和 shorter time to resolution. Bottom line—you get peace of mind knowing each case is h和led with urgency.
积极的合作
Meet with a senior support engineer 2x a year to discuss open tickets 和 最佳实践, 和 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.
pg电子了解更多信息| 标准支持 | 高级支持 | TAM服务 | |
|---|---|---|---|
| 服务水平目标 | |||
| 2小时(24/7) |
First Response SLO - Sev 1
90分钟(24小时) |
90分钟(24小时) | |
| 4小时/ 12小时. (8x5) |
First Response SLO - Sev 2, Sev 3, Sev4
90分钟/6小时(8 × 5) |
90分钟(8 × 5) | |
| 支持服务 | |||
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Access to Customer 成功 Center (incl. 知识库)
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Video-based Troubleshooting
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Direct Call Scheduling with 支持 Engineers
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高优先级队列
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| Proactive Account 服务 | |||
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Direct Access to Senior 支持 Resource
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个案检讨节奏
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| 包括 |
定价
$20,000+ |
$50,000+ | |
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Ready to Extend your 支持 to Premium? 与专家交谈 |
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高级支持 doesn’t include a single point of contact, like an assigned Technical Account 经理. 然而, 高级支持 does include access to a dedicated pool of our most experienced support engineers.
高级支持 is currently available in the U.S. only, but we have plans to expand 高级支持 to other regions soon. Reach out to your Customer 成功 经理 or account team to learn more.
高级支持 is a package that applies to all of your Insight products. At this time, you can’t purchase 高级支持 for some 和 not others.
Don’t worry–高级支持 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 高级支持. Go ahead 和 contact us, as usual, through the Rapid7 支持门户. We’ll h和le everything on the back-end to ensure your case is properly routed.
高级支持, you get to have a proactive 和 personalized conversation with a senior support engineer 2x a year. We call these 支持 Reviews. They’re a great opportunity to discuss any open tickets, 最佳实践, 和 to get answers to your “how-to” questions.