Error priorities and response times

Issues with Octopus Server and Octopus Cloud are classified based on the severity of the issues and the required resources needed to resolve them. We will designate the severity and impact of the reported issue as defined below and will use commercially reasonable efforts to respond and commence working on the applicable issue in accordance with the time periods below.  The following are our objectives (and - for Premium support customers - our commitment) to responding to your support requests. While we will make our best effort to help, we cannot guarantee any specific results, such as fixing or solving your problem, as this is dependent upon factors outside of our control including your particular software, infrastructure, configurations, and your ability to implement any rectification works such as installing updates or reconfiguring your environment and your own timeframes for doing so.

For Premium support customers, we commit to meeting these objectives as our SLA for our supported products. Please note that if you have multiple products or subscriptions, you must purchase Premium Support for all your products and subscriptions.

These objectives apply only to actual outages, bugs, errors, or defects in our supported products when used in supported ways. If you report an unsupported issue - for example, the issue lies with an unsupported product (including out-of-date versions of otherwise supported products) or use of a supported product in an unsupported way - these objectives do not apply, but we may provide suggestions on how you can take your own independent steps to remedy your issue.

1.1. Response time objectives

Our response may include:

• an acknowledgment of receipt of your issue;
• a request for further information or assistance in order for us to implement or propose a remedy to your issue;
• implementation or proposal of a remedy for your issue;
• etc.

The following timeframes are calculated from the time that we receive sufficient information from you in order to designate the severity and impact of the reported issue, through to the time of our response to your support request (or any follow-up reply).

[1] Business hours means the hours of 9am to 5pm on Business Days in the registered time zone for your supported product.

[2] Business day means weekdays (excluding public holidays) in your registered time zone.

If our response time objective exceeds the remaining time available on that Business Day, our response time is paused at the end of the Business Day and shall resume on the next Business Day (where applicable). However, we may respond outside of these hours. 

1.2. Priority definitions

Urgent

A major service outage example:

• Your instance is completely unavailable or unable to deploy
• Your production use of our products for mission-critical systems has stopped or so severely impacted that you cannot reasonably continue work

Critical impact problems could have the following characteristics:

• System hangs or crashes
• Data loss or data corruption
• Critical functionality not available
• No reasonable workaround

High

Significant impairment to your ordinary usage example:

• Disabled functionality, errors that result in a lack of significant functionality in the services, which prevent you from accomplishing your deployments with no workaround provided
• Important product features are unavailable with no acceptable workaround. Your implementation or production use of our product in a primary business service, major application(s), or mission-critical system(s) is functioning with limited capability or is unstable with periodic interruptions. The product may be operating but is severely restricted.

High-impact problems could have the following characteristics:

• Product error or failure forcing a restart or recovery
• Severely degraded performance
• Functionality is unavailable, but the system can operate in a restricted fashion

Normal

Non-critical errors that do not significantly impair your ordinary usage example:

• Errors that cause previously-working non-critical features to malfunction
• Product features are unavailable, but a workaround exists, and the majority of product functions are still usable. Minor function/feature failure that the customer can circumvent or avoid
• Your work has a minor loss of operational functionality

Normal impact problems could have the following characteristics:

• Error message with a workaround
• Minimal performance degradation
• Incorrect product behavior with a workaround

Low

Minor problem or question that does not affect product functionality example:

• How-to’s
• Documentation
• General questions
• Enhancement requests

There is no or low impact on customer operations.

Low-impact problems could have the following characteristics:

• General requests for advice on product usage
• Questions on product functionality or configuration during implementation
• Clarification on product documentation or release notes
• Minor UI bugs
• Nice to have Product enhancement requests

1.3 Support channels

✔️ Standard support email: Email support is provided for standard subscriptions; however, there are no response or resolution objectives, and the priority definitions do not apply.

*Video conferencing: Real-time troubleshooting utilising Microsoft Teams or Zoom. Available to Premium Support customers.

**Phone: An initial reply by our answering service, who will open a support ticket immediately, which will be prioritized accordingly. This does not include the ‘Live Support`/co-piloting/onboarding features offered by our Professional Services.

***Dedicated support Slack channel: For low priority support requests only; not to be used for business-impacting issues.

Primary support engineer: Your dedicated primary support engineer is your primary contact for any support issues. They have deep knowledge of Octopus, and knowledge of your infrastructure, business, and deployment needs. They work closely with our global support team and engineering teams in APAC to resolve your issues as quickly as possible.