Elite Technical Support: Always-on expertise, tailored to you

Partner with a named Elite Technical Support Engineer who knows your environment and is backed by Tenable’s 24x7x365 global support network.

What Is Elite Technical Support?

Elite Technical Support is Tenable’s highest level of care, designed for organizations that need more than just issue resolution. With Elite, you gain a trusted technical advisor who understands your environment, proactively guides you on best practices, and helps you get the most out of your Tenable investment. When issues arise, you bypass Level 1 queues and work directly with experienced engineers for faster resolution and reduced risk.

The Elite advantage

• Personalized Engagement
  A named Elite Technical Support Engineer (TSE) is assigned to your account. They develop deep knowledge of your deployment, becoming a reliable extension of your team.
• Continuous Coverage
  You’re supported 24x7x365. Your Elite TSE manages business hours, with seamless handoffs to Premier Support during evenings and Advanced Support on weekends and holidays. All cases return to your Elite TSE the next business day for continuity.
• Faster, Expert Resolution
  Up to five named contacts receive prioritized case handling with direct access to senior-level support resources — so critical issues don’t sit in queues.
• Proactive Guidance
  Elite TSEs help prevent issues before they occur, performing environment reviews, configuration assessments, and sharing best practices tailored to your business.
• Streamlined Communication
  Use a customer-specific email alias that routes directly to your Elite TSE. Backup coverage ensures you’re never left without support, even during absences.

How Elite Support Works

• Business Hours: Direct, personalized assistance from your named Elite TSE.
• Weeknights: Premier Support steps in to maintain seamless service.
• Weekends & Holidays: Advanced Support provides off-hours coverage.
• Continuity: All cases transition back to your Elite TSE for follow-up.

Optional Upgrade

• Dedicated Elite TSE
  For organizations needing full-time engagement, you can add a 100% dedicated Elite Engineer who manages every aspect of your Tenable support experience during business hours.

Why Elite Matters

Elite Technical Support doesn’t just resolve problems — it reduces your risk, accelerates time-to-value, and ensures your security investments deliver long-term impact. With Elite, you gain a partner who actively works to prevent issues, supports your team whenever needed, and provides confidence that your Tenable environment is running at its best.