CUSTOME R SUPPORT GUIDE BOOK

Welcome to
Customer Support

TA B L E O F CO N T E N T S

Welcome3

The Rapid7 Service Mantra

3

How We Deliver Results

3

Getting Started

4Your Customer Success Team

4

Customer Support Centers

5

Follow-The-Sun Support Model

5

Communication Guidelines

5

Customer Portal

5

Support Contacts

5

Online Resources

6

Opening A Case

6

Case Information Required

6

Severity Level

7

Support Scope

8

Service Level Objectives

9

Collaborating With Rapid7 Support

9

Case Workflow

10

Escalation Management

11

Customer Support Outcomes

11

Product Fixes

12

Enhancement Requests

12

Tracking A Case

12

Roles and Responsibilities

13

Best Practices and Tips

14

Welcome to Customer Support2

Welcome to Global
Customer Support
Rapid7 is advancing security with visibility, analytics,
and automation delivered through our Insight cloud.
Our solutions simplify the complex, allowing security
teams like yours to work more effectively with IT anddevelopment to reduce vulnerabilities, monitor formalicious behavior, investigate and shut down attacks,
and automate routine tasks.

The Rapid7 Service Mantra

The mission of Rapid7 Global Customer Support is toenable our customers to drive successful outcomes intheir security programs by providing unparalleled customer
service and support. We collaborate with our customers to
help them not only when things don’t go according to plan,
but also when they seek to securely innovate and transformtheir business.

better visibility and more actionable• Provides
information to customers

As the technology behind our solutions and the needs ofour customers evolve over time, we will update this living,breathing document.

We strive to provide our customers with a stellar experienceeach and every interaction. By embodying the Rapid7 corevalues, our support team:support services and offerings to meet
• Innovates
the rapidly evolving needs of our customers

with you, partners, and colleagues to• Collaborates
share knowledge and drive more efficient outcomes

the diversity in our customer base and offers• Embraces
solutions that meet personalized objectives• Ensures accessibility and transparency to all customers
How We Deliver Results
customer satisfaction in the• Unmatchedsecurity vertical• Leading technical and real-life expertise and know-howthat advance our customers’ knowledge• Solutions
and expertise

Welcome to Customer Support3

Getting Started
The Rapid7 Customer Support Guidebook is your reference for the support tools
and resources that can help you accelerate ROI from your Rapid7 solutions andmake strides toward your organizational goals. This guidebook also outlines
what you can expect from the Rapid7 team and suggests best practices forgetting in touch.
Your Customer Success TeamOur highly skilled team has intimate knowledge of Rapid7 solutions, and is unrelentingly dedicated to understanding yourunique environment.
At Rapid7, you’ll never be without an advocate foryour needs and goals:

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SUPPORT ENGINEER
Technical experts and security professionals who areskilled and knowledgeable across the Rapid7 productportfolio. They collaborate with customers to answer
technical questions and resolve issues. This team islaser-focused on driving successful outcomes.
SUPPORT LEADERSHIPThe leaders responsible for not only ensuring ourcustomers’ support experience is excellent, butalso for continuously innovating that experience.
CUSTOMER SUCCESS MANAGER (CSM)
Our CSMs are passionate about understanding
customers’ success criteria, facilitating productadoption, aligning customers with the right Rapid7
resources at the right time, and directly representing
you as your advocate.
ADOPTION MANAGER
These team members are dedicated to empowering
your use of our products (and the features within them),and ensuring you’re aware of the resources available forproper product usage.
CUSTOMER SUCCESS ENGINEER
Product experts who consult and advise ourcustomers around Rapid7 best practices andoptimal product usage.

Welcome to Customer Support

4

Customer Support Centers

Customer Portal

As a practice, our support teams are co-located withadditional customer success and product engineering
teams to facilitate collaboration and speed resolution tocustomer issues. Support centers are available duringlocal business hours from 8am to 5pm.

Our Customer Portal is an easy-to-use, integrated web
support tool that provides personalized and comprehensive
self-help resources that are seamlessly integrated with our
support centers. Accessing the portal is the fastest meansof matching customers with the resources that can address
their request. Through the Customer Portal, you can:We are located in:
LOCATION

TIMEZONEMelbourne

AEST

Tokyo

JST

Belfast

BST

Dublin

BST

Boston

EST

Tampa

EST

AustinCST

Los Angeles

PST

Follow-The-Sun Support Model
For Rapid7 customers who are experiencing severity-1
issues, Rapid7 offers 24x7 support. Our follow-the-sun
coverage model allows us to handle severity-1 issues
as they arise. Severity-1 response and engagement
guidelines apply.

Communication Guidelines
In order to provide the most consistent and highest quality
support to all of our customers across the globe, we haveestablished the following standards for communication
during support cases:•

All written communications, including casesubmissions, will be in English. This ensures that allof our support resources will be able to engage withand assist our customers at all times without delay.

• Search and browse our knowledge base and FAQs
• Create and manage support cases• Download product collateral
to and receive critical alerts, product news,• Subscribe
release notes, or other notifications
Customer support contacts will need to register for the
Customer Portal in order to take advantage of its features.

Support Contacts
Our support team does not limit the number of support
contacts you can register. Each support contact is able
to open cases, utilize our online resources, subscribe for
notifications, and access documentation and updates.
However, we do require that you designate one or two
administrative contacts who have authority to approvenew support users—including third parties—and/or request
changes to support users for the account.
Need to make updates to your customer contacts?
You’re able to add your own contacts via the Insightcloud. Full documentation for how to manage your users
can be found on our help site (docs.rapid7.com/insight/
user-management). Should you run into any issues withthis process, please contact our team with the following
information: contact name, title, phone number, email, andwritten authorization for the contact.
Updates to support contacts are typically completed
within 2 business days, once all of the required information
above is received.

standard language for video or phone conferencing• Our
is English.
team members may be able to accommodate• Our
conversations in local languages during standard

business hours, but all such conversations are subject
to the availability of language resources in the region.

Welcome to Customer Support5

Online Resources
All customer support reference materials can be foundin our Customer Portal:
base: Search, access, and view
• Knowledgecommon usages, workarounds, and solutions
in our knowledge baseforum: Collaborate with Rapid7 experts,• Discussion
customers, and partners to ask and answer FAQs
case submission: Originate a case with• Supporta Rapid7 Support Engineer

notes: Keep up with the latest information• Releaseregarding Rapid7 product updates

page: View and subscribe to get an accurate,• Status
up-to-date status on the Rapid7 Insight cloud

Opening A CaseIf you are unable to find a solution to your issue using thereference materials above, you can create a support casethrough either of these methods:
Portal: Cases submitted via the Customer• Customer
Portal will have the fastest response time. Casesreceived from this channel are routed to Rapid7 teammembers with the appropriate skill set based on thedetails provided.

If you are not in a position to open a• Telephone:case via the Customer Portal, you may also call the

Rapid7 support team to open a case; please call yourlocal region. If our engineers are busy helping othercustomers, please leave a message indicating a brief
problem description and the severity level. All calls will
be returned based upon the service levels indicated inyour support plan.

Case Information Required
Receiving pertinent information about your case up front
reduces back-and-forth communication and significantly
shortens the time to resolution. When you open a caseonline, the Customer Portal will ask you for relevant
details for diagnosing and working on your case. Have
any additional relevant details or context? We encourage
you to pass it along.
If you choose to call in, please be prepared to provide
the following information:• Name, company name, and company address
impact and context, including project• Businessschedules at risk

• Your Rapid7 solutions impacted• Severity and case type
• Any third-party products involved
and client hardware such as operating• Serversystems, versions, patch levels, and localizations• Screenshots and/or logs
• Answers to questions such as:• Was it working prior?
• What has changed?
• Have there been any new patches?
• When was the system last booted?
• When were applications recycled?
• What error messages are being received?
• When and how often does the problem occur?
At any time, support may require specific details pertaining
to any of the above items, or others that are unlisted to ruleout support patterns.

Welcome to Customer Support

6Impact & Urgency
When submitting a case, you will be asked to define the Impact and Urgency of your case, these fields will then help todetermine the overarching Severity of your case. The following tables explain their definitions

IMPACT LEVELDEFINITION

Deteriorated

Work stoppage. If Rapid7 does not work on this immediately, the customer’s operation is at acomplete standstill.

Undesirable

Severe degradation. While the customer can continue work, the work, if not remedied soon, will nolonger be sustainable and useful

Tolerable

Unclear or disagreeable results. The results or performance of the products and services is not
optimal.

Acceptable

Sub-optimal. Nothing stopping work, but if it can be resolved, worked around, or road-mapped, thenthat would be sufficient.

URGENCY LEVELDEFINITION

CriticalAffecting mission critical systems and causing systemic problems such as an outage or vulnerability
to unmitigated attack

High

Affecting multiple systems and causing significant loss of productivity with regular interruptions andlack of sustainable long-term work-around(s)MediumAffecting multiple systems and causing unclear issues but requires clarity on product usage and/or
possible interpretation of results

Minor

Affecting multiple systems but expected and the request is purely informational

SEVERITY LEVELDESCRIPTION
A severity-one (1) issue is indicated by any of the below:

Severity-1“Mission Critical”• A Rapid7 product outage• Malfunction of business-critical applications• A software defect leaving the system open to unmitigated attack
A severity-two (2) issue is characterized by:

Severity-2“High”• Functionality of a Rapid7 product, but with undesired impact to customer productivity• System instability with periodic interruptions• The availability of only short-term workarounds
A severity-three (3) issue is characterized by:

Severity-3“Medium”

Severity-4“Information or General
Assistance”• Full functionality of a Rapid7 product, but with errors• Clarification needed around a Rapid7 product or documentation• General usage questions• Recommendations for future product enhancement
A severity-four (4) issue is characterized by:• Full functionality of a Rapid7 product, with no service degradation• Assistance, information or clarification is still required about feature or productWelcome to Customer Support

7

Support Scope
Our team endeavors to assist customers with technical,
product-related, and usability questions you may have on
topics such as:• Potential product defects• Documentation and product specifications• “How-to” perform various tasks with Rapid7 solutions• Product functionality• Product performance

CATEGORYSCOPE OF SUPPORTADDITIONAL SERVICES/REQUIREMENTS*

Deployment Services

Support is positioned to answer standard, ad hoc
questions regarding deployment activities andproduct configuration.

If focused assistance or full-scale deployment
services are required, our professional services
team will be happy to assist.

Unsupported Software

Support recommends that customers maintainenvironments that run software that is officially
supported by Rapid7. Support may be provided if wedetermine that the reported issue is not affected by
the unsupported software version.

You may be required to reproduce the error
on a supported software version, or update
your environment to meet supported software
specifications in order to allow troubleshooting
and further resolution.

Nexpose ApplianceOur team supports the software provided with
the Rapid7 Nexpose physical appliance.

You are responsible for maintaining operating
systems and contacting the hardware vendor,
should the physical appliance experience issues.

Custom Reports/
Configuration

Rapid7 provides several knowledge base articles
with example SQL queries and best practices forbuilding and managing custom reports. We areunable to troubleshoot custom reports.

Assistance with custom reporting can be obtained
via our professional services team.

Integrations

Any integration provided natively with your Rapid7
solution is fully supported by Rapid7. With custom
integrations or those created using our API, ourteam may be able to assist with diagnosis ofcustomer-side issues, but is unable to fix issues
related to customer systems and infrastructure.

Third party and community-contributed
integrations are supported by the maintainerof the integration. Our team can and will assist
by confirming the Rapid7 functionality is operating
as designed.

Customer
Infrastructure

Rapid7 is able to provide best practices andguidance relative to the use of a Rapid7 solution
in your environment.

You are responsible for management andchanges in your environment. In other words,
our support team is unable to make changes
directly to your environment. Please note thatManaged Services customers may have accessto additional resources that can assist withcertain infrastructure changes.

Product
Roadmap

If requested, your Customer Success Manager
would be happy to arrange a product roadmap
discussion with one of our product experts.

Product and/or
Security Consulting

Rapid7 Global Support is comprised of many
product and security experts who can assist
with discrete best practices questions.

For more in-depth product and/or security
consultations, Rapid7 provides a wide rangeof professional services.

Welcome to Customer Support

8

Rapid7 Global Support does not directly provide
product training, but we are happy to introduce
you to our online training materials and, if
appropriate, our Training and Certification team.

Product Training

Rapid7 provides some online training materials
and documentation. Additionally, our stellar
Training and Certification team can be leveraged
for remote training or on-site engagements.

*Please note that some of the additional services listed above may incur additional costs.

Service Level Objectives
In an effort to be responsive and transparent during the support process, we have established Service Level Objectives (SLOs)
that govern our response and communication processes.

The following time frames are relative to your time zone you have selected when creating a case.
LEVEL

INITIAL RESPONSE TIME TARGETTARGET UPDATE CADENCE

Severity-1 “Mission Critical”< 2 Hours

4 Business Hours

Severity-2 “High”< 4 Business Hours

3 Business Days

Severity-3 “Medium”< 12 Business Hours

5 Business Days

Severity-4 “Information or General
Assistance”< 24 Business Hours

7 Business Days

Once a case is created, you will receive confirmation with a case number via email. One of our Support Engineers will beassigned the case, and the respective status will be updated throughout the case’s life cycle.
Case updates will continue until the case is resolved, closed due to inactivity, or is qualified as a defect or request forenhancement. Once a case has been identified as a defect, the case will be updated automatically once the defect has
been resolved.

Collaborating With Rapid7 Support
Your collaboration with Rapid7 will take place primarily through the Customer Portal, or after case creation, via email responses
to case updates. We understand that some situations may require more in-depth interactions, and we’ve got options for that:
1. Video Conferencing: More of a visual communicator? You may request a video conference to collaborate with our
team. This can be requested through an active support case. The advantage of video conferencing is that it allows
both you and our team members to share screens and assess the situation together.

2. Phone Conferencing: Give us a ring — you can also schedule a phone conference to collaborate with our team.
Though you can call the Rapid7 support line to contact the engineer assigned to your case, we can’t guarantee
availability for unplanned calls not related to Severity-1 cases. Our goal is to return all messages in accordancewith the our response time targets.

Welcome to Customer Support

9Case Workflow
Should you encounter a potential issue with the functionality
or performance of your Rapid7 solution, we encourage you
to start with a search of our knowledge base — chancesare, one of your peers has had a similar experience. In
the case that the knowledge base is insufficient, please
open a support case via the Customer Portal, attaching as
much relevant information as you can practically share.
For certain product and issue combinations, the Customer
Portal may prompt you for specific information related tothe inquiry.
Once your case is submitted, it is routed to the proper team
based upon product, problem type and geography. Rapid7
Global Support is organized into full-service teams thatcover multiple areas of product expertise and experience;
this allows our teams to more effectively collaborate andresolve customer issues. Within the teams, your case will
be owned by a single engineer who is responsible for
ensuring your case is resolved and that communications
are maintained in accordance with our service levels.

More of a visual learner? Here’s a high-level viewof our standard workflow:

SEARCH
Does the Rapid7 knowledge baseanswer your inquiry?

PORTAL
Open a case via the Rapid7
Customer Portal

ASSIGN
Case assigned based on product/issue
and owned by a single engineer

COLLABORATE
Rapid7 owner collaborates with customer
and Rapid7 experts to resolve inquiry

RESOLVE
Inquiry is resolved
with clear answers

Welcome to Customer Support10

Escalation Management
Does it seem like just about everything’s on fire? It
happens. We recognize that you’ll occasionally need to
escalate your case as circumstances change during theresolution process, the urgency of a situation increases,or you’re not satisfied with the handling of a particularcase or set of cases. You can request an escalation bycontacting Support Leadership, or your assigned
Customer Success Manager.
Upon receiving the request for escalation, we will review
the situation and our Support Leaders and/or Customer
Success Managers will respond. Our initial response may
be a plan for moving forward, or if required, a meeting toclarify or understand your situation better. Our objective
is to drive a successful outcome within the capabilities ofRapid7 solutions and defined service levels. Our Customer
Success leadership team reviews any escalated situations
regularly to ensure they garnered proper visibility
and attention.

Customer Support Outcomes
We are committed to ensuring clear and definitive
outcomes for each customer inquiry. These outcomes
will vary based upon the situation at hand. Typicalresolution outcomes include:• Product functionality• Clarification of product behavior• Documented “how to” or best practice-based solutions• Configuration changes to your deployment
or infrastructure• Application of best practices to your deployment• Product documentation• Revision or clarification to product documentation• Correction of a documentation omission• Closure due to customer inactivity• Cases may close if there is no customer activity
for 10 calendar days while the case in “waiting
for customer” status
Our intention is to keep cases open until a resolution isachieved. For the duration of the case, you will receive
alerts and notifications of new updates and can review
your case status in the Customer Portal.
If a case is closed, it may be re-opened at any time within 10
days of closure by;
1. logging into the Customer Portal

2. clicking the “View My Cases” section

3. clicking the “My Open Cases” filter and updating
this to “Closed Cases”• Submitted requests for enhancement• Qualified product defect• Delivery of a sustainable workaround• Acknowledgment of a defect followed byacceptance into our product team’s backlog• Acknowledgment of a defect followed bydeprioritization of a fix• Product performance• Update to infrastructure software• Update to Rapid7 products

4. locate the case you wish to reopen, and click the“Re-Open” button on the top right of the screen- for best practice, please leave a comment
advising if anything in the environment haschanged since the solution was offered.

After 10 calendar days, the case will be permanently closed- if you require assistance after this period, please create a
new case, and reference the closed case number
Additionally, you may only re-open a case once. If you needassistance once the case is closed a second time, it would
be necessary to create a new support case.

Welcome to Customer Support11

Product Fixes

Tracking A Case

During our investigation of a reported issue, it’s possiblethat we’ll determine that the issue is caused by productdefect (in other words, the product is not functioning as
designed and/or documented). We aim to qualify defects
as soon as possible. The time and data required to perform
this task will vary based upon the nature of the reported
issue. Once we qualify a defect, it will be categorized
as follows:

Once a case is open, you can view its status, theowner, current case notes, and attachments in the
Customer Portal. Case statuses include:committed: Our team has qualified the fix and• Fixscheduled it in our product team’s backlog. In thissituation, we may be able to provide a target release
date for the fix — final timing is dependent uponsuccessful completion of development and testing.

in backlog: In this situation, we have determined• Fix
that our team will make this fix, but it has not yet beencommitted to a development cycle. You will be provided
a tracking number and notified when the fix is released.

not fix: In this situation, we have qualified a defect,• Willbut determined that the defect will not have a formal
fix due to the existence of a suitable workaround, thedefect having only a minor impact on the product, or
the functionality being superseded by other Rapid7
product releases.

Enhancement Requests
In cases where your Rapid7 solution is functioning as
designed and documented, you may request additional
or different behavior from the software. Additional
functionality requests are considered enhancement
requests, and the support case type will be adjusted toreflect this. Upon receiving an enhancement request, yourSupport Engineer will formally document the case andprovide all necessary information to product management
prior to closing the case. Additionally, you may directly
submit requests for enhancement (RFEs) by submitting
support cases with the requested product enhancements.
Our product management team considers all submitted
requests for enhancement and selectively provides detailed
review and feedback. RFEs may factor into future updates
or upgrades, but our team can’t work magic all the time:
Not every enhancement request is technically feasible,
suitable for all customers, or consistent with the experience
Rapid7 aims to deliver. Accordingly, we do not commit to
implementing every RFE.

STATUSDESCRIPTION

ClosedThe case is believed to have been
resolved and may be reopened within
10 days of original closure.

Closed —No Response

Case was closed due to customer
inactivity. The case may be reopened
within 10 days of the original closure.

In Engineering
Backlog

A defect has been qualified, but
specific timing is not committed or
longer than 4 weeks away at minimum.

Closed —Enhancement
Request Filed

An enhancement request was filed
and an RFE was created. The support
case is closed.

In Progress

New information is logged into
the case, or other specific activity
is underway.

Solution
OfferedA solution has been proposed which
is believed to resolve the issue definedin the case. Case is on track to beclosed, unless the customer requests
otherwise.

Open

Case is awaiting assignment
to a Support Engineer.

Reopened

Case has been reopened and isawaiting a response from Rapid7.
Cases may only be reopened with10 days of the initial closure.

Waiting
on Customer

Rapid7 is waiting on informationor confirmation that the case isresolved from the customer.

Welcome to Customer Support12

Roles and Responsibilities

ROLE

Customer

SupportEngineer

Customer
Success
EngineerSupport
Leadership

Customer
Success
ManagerRESPONSIBILITIES• Train in-house product users on Rapid7 solutions• Report technical issues in a timely fashion and with the appropriate priority/urgency• Communicate business impacts of any technical issues appropriately• Collect diagnostics and other information when submitting cases• Ensure resource availability to collaborate on issue resolution• Understand the business impact of the customer’s issue• Respond to customer issues with the appropriate urgency based on committed service levels• Provide technical expertise• Troubleshoot reported customer issues• Ensure explanations and requests contain sufficient context• Provide status updates throughout the resolution process• Understand what the customer is trying to accomplish and the outcomes they desire• Provide enablement, configuration review, and guidance on best practices• Ensure solutions are documented and understood by customers and/or partners• Ensure the support teams are focused on driving successful customer outcomes• Maintain awareness of high-priority customer issues• Respond to customer inquiries and concerns in an appropriate, timely, and empathetic manner• Work with customer resources and Rapid7 partners to manage escalated situations• Understand customer goals and business requirements• Work with Rapid7 team members to align resources to appropriately address customer requests• Recommend Rapid7 solutions that meet customer requirements or challenges

Welcome to Customer Support

13

Best Practices and Tips
Our goal is for customers like you to make optimal use of the customer supportand service resources we make available. To this end, we have compiled somebest practices our customers (and your peers) have recommended for enhancing
your Rapid7 experience:that all team members requiring access to the• Ensure
Rapid7 Customer Portal are set up and authorized tolog in and utilize the available resources.

contact information up to date, including your• Keepphone number.

at least 2 support contacts from your team
• Maintain
who will collaborate with Rapid7. If possible, also
maintain 2 administrative contacts from your team.

to updates on status.rapid7.com to stay in• Subscribe
the loop regarding the uptime and maintenance statusof the Rapid7 Insight cloud

yourself with your Rapid7 service levels• Familiarize
and entitlements

our knowledge base for helpful “how• Searchto” instructions, best practices, and productdocumentation information.

your best to collect error information or• Do
screenshots when submitting a case. The more
information provided, the easier the issue is toroute to the correct resource.

release notes regularly to stay up to date on• Review
important feature additions or enhancements, as wellas any feature or product changes and deprecations.

at any time you do not understand the request or• Ifrecommendations
made by our team, please request
a clarification or explanation.

About Rapid7
Rapid7 (Nasdaq: RPD) is advancing security withvisibility, analytics, and automation delivered throughour Insight cloud. Our solutions simplify the complex,
allowing security teams to work more effectively withIT and development to reduce vulnerabilities, monitor
for malicious behavior, investigate and shut down
attacks, and automate routine tasks. 7,400 customers
rely on Rapid7 technology, services, and research to
improve security outcomes and securely advance theirorganizations.

Welcome to Customer Support

14