General Support Services

IMPORTANT: Referee to Our Specific Support Policy at Service Agreement link website

Octopus System offers the following General of support:

• Live Chat support
• Email support
• Online support (web interface): Access to support resources on our Service Agreement link website

To help customers successfully use Octopus System software, Octopus SystemTechnical Support can do the following:

• Suggest the appropriate Octopus System procedure, language feature, or products for the particular type of analysis or functionality that is requested.
• Answer questions about specific details of procedures (for example, discussing available features, options, and limitations).
• Provide references for formulas and statistical techniques that Octopus System algorithms use, where possible.
• Provide limited guidance and references to help customers interpret the output that is produced by statistical procedures.
• Isolate, document, and find circumventions for reported software defects.
• Work with Octopus System software development staff to provide safe hot fixes for Octopus System software, as deemed appropriate.
• Provide limited and general statistical advice on a case-by-case basis. However, it is the customer's responsibility to determine which type of statistical analysis is appropriate for their needs.
• Address concerns with printed or online documentation by providing additional examples, if necessary, or explanation for concepts that require clarification.
• Address specific questions and concerns that are related to the installation and maintenance of Octopus System software. Note that more complex services such as the following are beyond the scope of Octopus System Technical Support, but can be addressed by Our Specific Support mention in Our Service Agreement:
  • Installing and integrating the software beyond responding to routine, short duration questions related to the online documentation made available by Octopus System with each license
  • Implementing software
  • Analyzing performance of installed software
  • Writing, troubleshooting, reviewing, or customizing code
  • Answering extensive configuration questions
  • Recovering a database or performing data recovery
  • Interpreting or triaging customer or third-party generated defect scanning reports
• Provide limited assistance with programming logic.
• Provide a broad overview and modifications as they relate to SAAS® System performance enhancements, and methods of efficient programming for achieving optimal performance. However, Octopus System Technical Support does not provide benchmarking for container orchestration tools.
• Provide support for the interaction between the Octopus System and any third-party software that is shipped with the Octopus System. For other third-party applications, Octopus SystemTechnical Support will convey any knowledge that it has, but cannot provide support for another vendor's software.

Because of limited resources and limited knowledge of any individual customer's data-analysis situation, Octopus System Technical Support cannot provide customized consulting services. Nor can Octopus System Technical Support provide customized Octopus System code.

The Octopus System Account Representative can also assist with engaging the appropriate consulting services.

Octopus System Technical Support applies only to Octopus System licensed software products ("software products" includes individual products and solutions). The work product from Octopus System Consulting engagements can be supported under a services contract from Octopus System Consulting. Visit the SAAS Agreement Link website to learn more about the consulting services that are offered by SAAS. The Octopus System Account Representative can also assist with engaging the appropriate consulting services.

Some Octopus System Modules products are designed to be modified by the customer. However, modifying Octopus System software products in a manner that is not authorized by the applicable user Guidelines might limit or preclude Octopus System from providing technical support. Contact Octopus System Technical Support if unsure about whether planned modifications will result in a supported software configuration. Attempting to reverse engineer, reverse assemble, or decompile Octopus System software, or attempting in any way to re-create or modify the source code for any Octopus System software is never authorized under an Octopus System software license and will preclude Octopus System from providing technical support.