Rapid7 Customer Support
Catalog row in Vendor License Programs · Cited
- Kind
- Support
- Term
- Included for the Term of the Software subscription.
- Aliases
- support policy; eSupport
- Definition
- Customer Support Guidebook: support centres operate during local business hours, with 24x7 follow-the-sun coverage for severity-1 issues; Schedule B §10 makes support during any Term subject to this support policy.
- Commercial rules
- Unlimited registered support contacts with one or two administrative contacts; service level objectives from under 2 hours (severity 1) to under 24 business hours (severity 4); support for unsupported software versions may require reproducing the issue on a supported version. Premium support is sold separately (pricing page).
- Applies to
- All Software subscriptions.