Octiga Support

Raising Tickets

Issue and Queries can be raised by emailing support@octiga.com

Please add all relevant information including:

• MSP Name and M365 Tenant ID

• Client Name and M365 Tenant ID (If Applicable)

• Clear nature of the problem, exact/observed manifestation of the issue

• Recreation Steps

• Screen shots and Videos help greatly

• Impact to your business if applicable

If you transact through a distribution channel then please be sure to either raise the ticket through the distributor or include the distributor on the communication.

Normal SLAs

This raises a ticket in our support system and resources is allocated. You should receive an initial response acknowledging your ticket being created within 1 - 2 hours.

Tickets are triaged within 1-2 hours of receiving the ticket. This process allocates an internal priority level which dictates the course of action. Initial response may be followed up

Priority 0 and Priority 1 tickets are normally resolved without delay within 24 business hours

P2 and P3 tickets may be longer depending on the nature of the issue, complexity and specialist resource availability.