Yes. Octopus works equally well for both internal and external support. See external support to find out more.
Yes. Octopus can be used by any department that manages requests. Octopus can be used by several departments at the same time. See Multiple departments to find out more.
We guarantee 99% availability. During office hours (Monday to Friday, 8 a.m. to 5 p.m.), service availability was 99.8% in 2012.
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.
The Octopus servers are located in Montreal at ZeroFail.
Yes. We do a full backup every night. These are transferred to another data center nightly.
Yes. We have backup servers in case of a failure. We continuously duplicate data on our recovery servers.
Yes. Octopus includes a module to automate daily downloading of the latest backup.
In Octopus, go to Tools > Get database... to download the latest backup of your database.
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.
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.
Yes. The Web portal and Web Tech application adapt to the display-size of all mobile devices.
Yes. Furthermore, Octopus is able to differentiate between a new request message and an addition to an existing request.
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).
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).
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.
Yes. There are three types of integration :
* SQL, MS Access, MS Excel, Oracle and any other ODBC/OLE-compatible database.
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.
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.
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.
Yes. The configuration management module manages your assets from both a financial and technological standpoint.
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.
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.
In case of problems, support is included in your subscription.
Updates are included in your subscription.
No. Octopus includes all modules.
In SaaS mode, no.
For a local installation, yes.
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.
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.
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.
Important new features are introduced four times yearly, with each season. We announce coming features a few weeks ahead of time.
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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