How to get support - Support MIA?

Community
1

Hello,

Does anyone know how to get support to respond? We’ve been trying to get help for literally months and can’t get a call or email or anything back. We’ve opened tickets, called, emailed every address we can find and still can’t get a response of any kind.

Thanks

2

I would say this is not typical behavior for R7 Support, who are normally very good at responding in my experience. I am going to guess that someone from R7 would suggest you get ahold of your account executive and have them push for updates from support.

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3

I agree, I would contact your account executive and have them escalate. It’s not typical that theydon’t respond to a ticket. Closing the ticket is a different story.

4

Thanks. After doing multiple email blasts to every email address I could find and calling every number and leaving messages on every extension I could find, I finally had someone respond from their mission critical support. It’s going on 4 days now of some back and forth, but it sounds like it might finally be getting close.

FWIW - We don’t have an account executive or at least one that I’m aware of. We have a legacy account that was brought over from Logentries and have never talked to support or anyone else at Rapid7 as we just had one product for a very specific need and it worked for that.

Fingers crossed that this will finally be wrapped up soon.