Priority Support
World-class support for your mission-critical deployments
What is Priority Support?
Priority 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 Priority 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 |
Priority Support |
|
|---|---|---|---|
|
Support offered with our Octopus license. |
Included with your Octopus Professional license |
Included with your Octopus Enterprise license |
Available as an addition to Enterprise licenses |
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Get help any time with a dedicated primary support engineer backed by a world-class global support team. |
No |
No |
Yes |
|
Support from our team in multiple timezones. |
9x5 |
24x7 |
24x7 |
|
How long, on average, to receive a response to your initial support query. |
< 2 hours |
< 1 hour |
30 minutes |
|
How long, on average, to receive a response to your support requests. |
< 2 hours |
< 1 hour |
< 1 hour |
|
Guaranteed SLA depends on your Octopus license tier. |
No |
No |
Yes |
|
Priority Support lets you request a rapid response video call with one of our support engineers. |
No |
At our discretion |
Yes |
|
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. |
No |
No |
Yes |
|
Priority Support includes a dedicated Slack channel, monitored by your support engineer. |
Email only |
Email only |
|
What's included?
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 Priority 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
Priority 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
Priority 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 Priority Support, please contact our sales team.