Customer Care Guide
To effectively work with Tenable Customer Care, here's a breakdown of the process and key information: Identify Your Need: Technical Issues: If you're experiencing problems with Tenable products (scanning errors, installation issues, product not working as expected), you'll need Technical Support. Non-Technical Issues: For help with order fulfillment, managing account contacts, Tenable Connect login errors, and permissions, contact Customer Care. Account Onboarding and Renewals: Larger accounts and accounts with complex products will be assigned a Customer Success Manager, who can assist further with onboarding, renewals, product adoption, professional services, training, sales questions, or strategic best practices. If your account has a Customer Success Manager, their contact information is displayed on the Account Management landing page. Log in to Tenable Connect: The primary way to interact with Tenable support is through the Tenable Connect portal: https://connect.tenable.com You'll likely need to log in or register for an account if you haven't already. You will already have an account if: You are named on the Order Fulfillment email You have logged in to Tenable Community or Tenable Connect before Opening a Customer Care Case (for Non-Technical Issues): Visit the Customer Care page on the Tenable Connect: https://connect.tenable.com Fill out the form with your name, email, subject, and a detailed description of your request. You can submit a non-technical Customer Care request without logging in to Tenable Connect. You can also submit a non-technical Customer Care request by emailing customercare@tenable.com. Provide identifying information for you, your account, and your product. Your email address Your account’s Customer ID number Product activation code, UUID, or the order number from your Order Fulfillment email. Provide a detailed description of the issue, including: The behavior you expect. The behavior you are experiencing. Any error messages. Steps you've already taken. Specify the product you are having trouble with. Customer Care will email your reply by the end of the next business day. The Customer Care team is not currently phone-enabled. Best Practices for Working with Tenable Support: Be clear and concise when describing your issue. Provide as much detail as possible, including steps to reproduce the problem, error messages, and the impact on your work. Include relevant logs and diagnostic information if applicable. Respond promptly to any requests for further information from the support team. Keep track of your case number for easy reference. If you have a critical technical issue (P1), call your regional Technical Support phone number for the fastest response. By following these steps, you can effectively engage with Tenable Customer Care and Tenable Technical Support to get the assistance you need. Remember to use Tenable Connect as your primary point of contact for most issues.