What is an issues expected Resolution Time?
A. Tenable Support responds to all email queries for support within one business day. Resolution Time is the time within which support engineers will endeavor to resolve your issue. There are no guarantees about Resolution Times; however most of our customers have their issues resolved in one business day. Depending on the complexity of the issue, resolution may take a few hours to a few days or longer. In some cases successful resolution or a work-around may not be possible. Issues involving the functionality of the Nessus engine will be corrected in a timely manner. When necessary, plugins will be altered and fine-tuned to provide the best overall responses to the entire customer base but there may be OSs, applications and other network devices that will respond in ways that prevent problems or disruptions from being resolved. In such cases, it is Tenable’s policy that the applicable vendor is liable for the correction of the response or behavior of their products.
