General FAQs

What does the premium support team do?

Answer
The OctopusPro premium support team provides customers with the expert guidance to get the most out of OctopusPro. Our consultants, experts, specialists, and tools set you up with personalised advice and best practices at every stage of your journey. No matter your ambitions, we’re here to help you reach them.

Why would I need a premium support agent?

Answer
We’re 100% dedicated to your success with OctopusPro, no matter how you define success. Wether you want to help your team adopt OctopusPro and reach specific goals quickly, or wether you need strategic or technical advice or always-on defense to protect your customer relationships, or wether you have a complex business and need world-class experts to help plan and deliver your total transformation with OctopusPro? We can help do that and so much more. That’s what we do. That’s why we’re here.

What types of issues are supported?

Answer
Our agents can help you with all types of issues from onboarding, to setting up and customizing, setting up your customer portal and integrating with your website, syncing with your Xero or QuickBooks account, training your office staff and fieldworkers, and much more.

Do you speak my language?

Answer
OctopusPro Support is currently only available in English.

How quickly will you get my account setup?

Answer
That depends on the size of your business, the number of services your business offers, and the complexity of these services. The types of businesses that use OctopusPro and their needs vary widely, making it difficult to predict required setup times. We can say, however, that we'll work closely with you to get you setup as quickly as possible.

When do I need a premium support agent?

Answer
No matter what you want to achieve, our expert guidance and services can help you get there, at every stage of your OctopusPro journey. Our customers want full adoption by their teams and fast ROI, so we recommend booking premium support with one of our premium support agent to everyone. Beyond that, your ambitions and needs get more unique and individual, and so do our services.

I'm not in the US. Can I still sign up for OctopusPro Premium Support?

Answer
Yes, OctopusPro Premium Support is available for our customers around the globe.

What is the expected response time for Premium Support?

Answer
Initial response times is typically within 2 business hours. Our Premium Support hours are Monday through Friday from 9AM to 5PM US Eastern time (excluding public holidays).

Is there anything that Premium Support does not cover?

Answer
Product feature enhancements Onsite support (we do all work remotely) Performance tuning Writing documentation

What type of support is provided together with the branded app?

Answer
Support level is described in the terms and conditions. Support packages are available for purchase

How can OctopusPro premium support help?

Answer
Our premium support services provide solid partnership and plenty of resources to help you hit your goals on day one, and throughout your journey.

How do I know if my team qualifies for premium support?

Answer
Our Customer Success offerings vary by geographic region and language. Admins of qualified accounts can find their dedicated success manager’s information in the admin console. If you’re interested in purchasing a personalized consultation or onsite training, please contact an OctopusPro representative.

What does a premium support agent do?

Answer
Your premium support agent will guide you from the beginning to ensure your team is set up for success. This includes new team onboarding and training, coaching calls, regular business reviews and support. You can contact your success manager at any time to schedule trainings or ask questions.

What support and service packages are available?

Answer
We offer several advisory, adoption, and support plans to our customers. To learn more, see our listed services.

How do I book premium support?

Answer
If you’re an OctopusPro customer, you already receive free email support to guide your own learning and assist you with the setup. If you’d like to book one-on-one support, we recommend starting with our Initial Setup Package. With it, you get enhanced product support, training resources, and expert advice -- all the things that help your team adopt OctopusPro quickly, succeed, and boost ROI. Our customer success managers have deep knowledge and expertise across specific disciplines. Together, you can take on big-picture goals that put your customers at the center of your business. To fully explore your options and find which services are right for you, talk with the OctopusPro customer success manager who best knows your business.

Product Sales

What is the difference between customer success and customer support?

Answer
Customer Success is not customer support. It is not a reactive function. It’s job is not to just sit there, wait for a support ticket to come in or answer the chat every time someone has a question about your software. Customer Success is a proactive function. Our customer success managers will reach out to you and ask questions, learn about what your business does, your challenges, and consult you to help you achieve your goals by utilizing your services.