Support Business Hours & Service Level Agreement
Secret Double Octopus Support Services
Maintenance and Support Policy
Effective Date: March 202
The complete maintenance and support policy is available on the Secret Double Octopus website.
View Full PolicyGlobal Support Business Hours
Monday through Friday (Excluding local holidays)
| Territory | Support Hours |
|---|---|
| North America | 8:00 AM - 8:00 PM EST (Eastern Standard Time) |
| Europe, Middle East, Africa (EMEA) | 9:00 AM - 5:00 PM CET (Central European Time) |
| Asia Pacific | 1:00 PM - 10:00 PM SGT (Singapore Standard Time) |
| India | 11:00 AM - 8:00 PM IST (India Standard Time) |
☎️Emergency Support Hotline
For Priority 1 (P1) issues and escalations, contact our emergency hotline:
+1-985-464-2515
Available 24/7 for critical issues
Issue Priority Levels
| Priority | Description | Response Time |
|---|---|---|
| P1 - Critical | Production system down or major functionality severely impaired | 1 hour (Use hotline) |
| P2 - High | Major functionality impaired, workaround available | 4 hours |
| P3 - Medium | Minor functionality impaired, business impact is moderate | 8 hours |
| P4 - Low | General questions, feature requests, or minor issues | 24 hours |
Customer Resources
Secure File Transfer (FTP) Access
Customers requiring access to Secret Double Octopus FTP can access using SSO login.
Access FTP PortalSupport Channels
Email Support
support@doubleoctopus.com
Customer Portal
Access via SSO login
Documentation
Knowledge base and guides
Our Service Level Commitment
- Response times measured during applicable business hours for your region
- 24/7 emergency support available for P1 critical issues via hotline
- Dedicated support team with expertise in Secret Double Octopus products
- Regular updates on ticket progress and issue resolution
- Access to knowledge base, documentation, and self-service resources
Important Information
- Business hours exclude local public holidays in each region
- Response time begins when ticket is received during business hours
- For after-hours support, use the emergency hotline for P1 issues only
- SLA commitments apply to customers with active support contracts
For detailed terms and conditions, please refer to your support agreement.
© Secret Double Octopus - Support Services