Premium Support
World-class support for your mission-critical deployments
What is Premium Support?
Premium Support is a quick response addition to your Octopus Enterprise license. The aim is to resolve your high-priority issues in the fastest time possible. We’re here to help keep your Continuous Deployment pipeline running so your teams can deliver code to your production environments.
With Premium Support, we help with your mission-critical deployments by committing to:
- Higher SLAs
- Faster triage
- Quicker resolutions
To add this to your license and discuss pricing, please contact our sales team.
Compare plans
Professional |
Enterprise |
Premium |
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Included with your Octopus Professional license |
Included with your Octopus Enterprise license |
Available as an addition to Enterprise licenses |
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No |
No |
Yes |
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9X5 |
24X7 |
24X7 |
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< 2 hours |
< 1 hour |
30 minutes |
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No |
No |
Yes |
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No |
At our discretion |
Yes |
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Email only |
Email only |
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*Response time objectives vary depending upon the priority of the issue. Find out more on our Support service objectives page.
What's included with Premium Support?
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.
More communication options
Whenever you need to contact us, you have more options with Premium Support.
Whether you encounter an error, or just have a question, we’re available to help. We respond in 30 minutes or less, 24 hours a day, 7 days a week. Our global support team is here to make sure you can deploy whenever and wherever you need.
Rapid response screen shares
Premium Support lets you request a rapid response video call with one of our support engineers. Here we can assist with your critical incident in real time. Our primary screen-sharing tool is Zoom, but we’re also happy to use Microsoft Teams.
Slack
Premium Support includes a dedicated Slack channel, monitored by your support engineer. Your TAM (if purchased) and your CSM are also active in your Slack channel. This channel gets monitored during business hours. It’s designed for low-priority issues and advice requests.
Active incident response
If you experience a major incident with an unknown root cause, an Octopus support engineer will join your ongoing incident conference calls (aka Bridges) with other vendors. This can be critical in reducing your recovery time.
To get started with Premium Support, please contact our sales team.