Can someone please point me to where vulnerability searching was moved in the new navigation? It appears to have been buried somewhere in the latest interface changes.
At this point, the continual navigation changes and broken functionality are becoming difficult to manage. I cannot keep rebuilding operational processes around features that move or stop working without clear guidance.
Support has also been absent. I contacted 13 addresses; six bounced, and the remaining contacts have provided no response. No acknowledgement, no ownership, and no path forward.
If you have been with this service for more than a year, you likely understand that repeated follow-up is often the only way to receive support. This is not a sustainable model for a security platform that we rely on for vulnerability management and compliance reporting.
How are you getting support currently? Rapid7 is almost always good if you open a support ticket and identify the problem in the correct urgency rating. If you are having issues with that, blast your current AE or CSM and usually they will provide quick responses in my experience. Not sure what the new navigation you are talking about is though, as mine is the same.
I found the link, but the frequent navigation changes make the support process unnecessarily difficult.
I submit support requests, yet they remain at the same status until I follow up specifically asking for escalation. I currently keep only one ticket open to maintain a clear record, and it has been unresolved since June. The assigned technician is available only from 7:00–11:00 a.m. on Mondays and Fridays, which is not an adequate support model for an issue that has remained open this long.
Equally concerning, my account representatives have stopped responding altogether. At this point, I do not have a reliable path to resolution, meaningful updates, or ownership from Rapid7. This level of support is unacceptable and reflects poorly on Rapid7’s customer-service commitment.
Have you had success escalating concerns through Rapid7 leadership or another support channel?