Supporting Octopus Deploy customers

Paul Stovell, the founder and CEO of Octopus, highlights the significant improvements in customer service that the company has achieved over recent years. Initially, Octopus focused on building a great product backed by excellent customer support, but only 20% of support inquiries received a reply within two hours due to the team being based solely in Australia. In response, the company expanded its support team to 17 full-time employees across the US and UK, significantly improving response times, with a 63% chance of replies within one hour and a 90% chance within two hours. The solutions team, consisting of seven senior engineers, specializes in integrating Octopus with other CI/CD tools and provides custom integrations through deep API use. Additionally, a sales and sales engineering team, which grew in 2020, focuses on product fit and customer success without commission incentives, ensuring a no-pressure sales environment. Stovell encourages customers to reach out for support, asserting that the enhanced customer service is as noteworthy as the product itself.