Standard Support Plan Features: a) Email Support a. MHBE will be able to open a support case by sending an email to support@tenable.com. All cases opened via email will receive a case priority of “Normal”. b) Support Portal a. MHBE will be eligible to open a support case by logging into the Tenable support portal. The support portal contains the Knowledge Base, documentation, and license information as well as the list of available phone numbers (for customers with phone support) and a button to initiate a live chat session. The primary support contact may also add/remove support contacts using the portal. c) Chat Support a. Chat support will be available 24 hours a day, 365 days a year. The chat feature is available once a named contact has logged into the support portal. d) Phone Support a. Phone support will be available to the MHBE with Standard Support plan 24 hours a day, 365 days a year. Phone numbers are listed in the support portal. 2.2.2 The Contractor shall make available to Customer each new Upgrade of the Software on the General Release Date of the Upgrade.
