In Feb 2021, we launched "Priority Support" as an option for our customers. We've always had great support, but Priority Support provides peace-of-mind guarantees around our support ticket response times and availability.
How much does it cost, and who can access it?
Priority Support is available to all new and existing Octopus Deploy customers with an active paid license. This includes all customers with a valid paid license on our current subscription licensing model, and any customers still using one of our legacy licenses who are still within their maintenance period.
The cost of Priority Support is $800 USD per month, billed yearly.
To start using Priority Support, please email email@example.com and our customer success team will organize everything for you.
How does Priority Support work?
When we receive a new support ticket from you or anyone on your team, we guarantee that we will respond to you within 1 hour of receiving the first email. After the first email, we guarantee that the average response time of all other responses until that ticket is resolved will be a maximum of 1 hour.
When we configure Priority Support for your company, we'll confirm which domain you want us to add, and the Priority Support 1-hour SLA will apply to any tickets received from users with an email address at that domain.
The SLA guarantee only applies to email support tickets sent to firstname.lastname@example.org. You can continue to use other support channels (e.g. Discourse, Slack) and other email addresses and we’ll continue to provide the same great support we always have, but those channels are not covered by the same guarantees.
What happens if the SLA is not met?
If we fail to meet our guarantees as outlined above for a given month, we will credit that full month of support fees back to you. This credit will then be available to be used on subsequent priority support or license key renewals. If you decide to stop using Octopus Deploy and still have available credit, we will refund the balance of the credit to you.
As this program is still in the early stages, we are still in the process of finalizing the management tooling and legal modifications to our Customer Agreement.
In the next 90 days (by 1 May 2021) we will have launched a management dashboard, where you will see a summary of the tickets we've received from your matching domain, and what our response rates have been. This data will be available to all users matching your Priority Support domain.
We'll also be updating our Customer Agreement to reflect these guarantees and the mechanics of Priority Support. If, after we've released the management dashboard and the legal agreement, you no longer want to continue your Priority Support agreement, we'll refund the remaining unused portion of the year to you in full.