Can I use Octopus to support my *external* customers?
Yes. Octopus works equally well for both internal and external support. See external support to find out more.
Can Octopus be used by departments other than IT?
Yes. Octopus can be used by any department that manages requests. Octopus can be used by several departments at the same time. See our Solutions page to find out more.
Are you able to supply any customer references that I could contact?
We aim for total customer satisfaction, and we are completely transparent. Call any of our customers, and ask them what they think of Octopus. If you need a specific contact, see our Clients section. If you would like to speak with a customer in your field, write to us at sales@octopus-itsm.com.
What is your service guarantee?
We guarantee availability of the Octopus service 24/7, 365 days a year. The service is available 99.9% of the time between the hours of 8:00 am and 9:00 pm and 99% outside of these hours (Eastern Time, UTC-5, and in summer, Daylight Saving Time). East, UTC-4).
Is my data safe?
Yes. Our data center has implemented best industry practices. Data exchanges with Octopus servers are encrypted and transported using the HTTPS communication protocol. Each customer has their own database on our servers. This eliminates all risk of seeing another customer’s data.
Where are my data?
The Octopus servers are hosted on Microsoft Azure.
Do you do backups? If so, how often?
Yes. We do a full backup every night. These are transferred to another data center nightly.
Do you have a recovery infrastructure?
Yes. We have backup servers in case of a failure. We continuously duplicate data on our recovery servers.
Can I do my own backups?
Yes. Octopus includes a module to automate daily downloading of the latest backup.
How do I retrieve my data if I cancel my Octopus subscription?
In Octopus, go to Tools > Get database… to download the latest backup of your database.
I’m in Europe and Octopus is in Canada. How is application performance?
Very good. Octopus was designed to tolerate latency. Most communications take place in the background, and do not block the application. We have many customers in Europe, and all are satisfied with the performance of the application.
Will Octopus work on Mac/Linux?
The Web portal (employed by users to submit and follow requests) and Web Tech application (used by assignees) are Web applications and operate on all platforms (a Web browser is required). The main application (used by the service center and managers) and the integration modules run under Windows.
Will Octopus run on iPads and iPhones?
Yes. The Web portal and Web Tech application adapt to the display-size of all mobile devices.
Can users submit requests by email?
Yes. Furthermore, Octopus is able to differentiate between a new request message and an addition to an existing request.
Are there configurable workflows?
Yes. The task concept of our service requests makes it possible to define the complete workflow in advance (including specific deadlines by task, task prerequisites and much more).
Can Octopus be personalized?
Yes. Octopus is highly configurable. You can redefine virtually all reference data yourself (categories, priorities, tasks, Web forms, templates, incident types, types of service requests).
And if I need something that can’t be configured?
Octopus offers a highly flexible scalability model that allows expansion to as many user interfaces as there are workflows, and it does so without jeopardizing any of your ability to follow updates. Our flexible scalability model and talented development team can do personalization miracles at very low cost. Most personalization projects cost between $1,200 and $6,000.
Can the appearance of the Web portal be personalized to reflect the image of my business?
Yes.
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Yes. There are three types of integration :
* SQL, MS Access, MS Excel, Oracle and any other ODBC/OLE-compatible database.
Can I still use Octopus if my team is unfamiliar with ITIL©?
Yes. If you are not familiar with ITIL®, the terminology and operating method of Octopus will still seem intuitive and efficient. By adopting Octopus, you also adopt ITIL® concepts. If you later decide to learn ITIL® and put its practices in place, you will find that Octopus has already pointed you in the right direction.
Does Octopus include a monitoring solution?
No. Monitoring solutions are responsible for detecting anomalies; Octopus is used to manage them. So monitoring solutions have to submit alerts to Octopus. The multiple connectors available with Octopus make configuration easy.
Can Octopus inventory my computers and installed software?
Yes. Octopus includes a program that automatically takes inventory of servers, workstations and software installed without having to install local agents on workstations. Octopus also lets you manage licenses by comparing the number of installations versus number of licenses held.
Is Octopus an asset management solution?
Yes. The configuration management module manages your assets from both a financial and technological standpoint.
Is Octopus a CMMS ?
Yes. Configuration management (equipment, software and documents) is the heart of Octopus. Manage equipment, characteristics, suppliers, contracts and preventive maintenance. Incident management allows you to effectively manage corrective actions. The Web portal allows users to submit and follow requests.
How much does Octopus cost?
Octopus is free to end users. They can use the Web portal to submit requests to the service centre and to follow existing requests.
Each user of the tool, administrator, manager or other person involved in managing requests or assets must have an Octopus service subscription. See the pricing page for more information.
How much does support cost?
In case of problems, support is included in your subscription.
How much do updates cost?
Updates are included in your subscription.
Are there fees for additional modules?
No. Octopus includes all modules.
Can I install Octopus on my own servers?
Yes. Octopus is available on the cloud or for local installation.
Are there installation fees?
In SaaS mode, no.
For a local installation, yes.
Can I install Octopus at home?
Yes. You can install Octopus on as many computers as you like. Assignees who are on call or who are teleworking can also install the application for you at home. You can even allow your suppliers to use Octopus.
How does updating work?
It’s almost magic! Since Octopus is a cloud service, new features and bug fixes are delivered continuously. When you connect to Octopus, you automatically receive the latest version.
Continuous updates eliminate the classic problem of not being able to upgrade to the latest version.
When you change something, what is the impact on my team?
We take great care to ensure that all changes to Octopus are done as a natural and intuitive evolution of functionalities. There are never intrusive changes that drastically change your way of working.
With automatic updates, how do I know what has changed?
Important new features are introduced three times yearly and we announce coming features a few weeks ahead of time.
How much time will it take before we are “in production”?
That depends on the size of your team and the level of personalization you aim to achieve.
For teams of 2 to 6 assignees, implementation usually takes a few days. Generally, it takes 1 day to train assignees, and 1 to 3 days of configuration/personalization.
For the biggest teams, implementation varies more, but we are generally “in production” within 3 to 8 weeks, depending on resource availability.
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