How To Buy

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Get started
with OTRS.

OTRS offers an ideal solution for companies of any size.
Choose the service package that fits your business.

SILVER
GOLD
TITANIUM
PLATINUM

SILVER

10Concurrent Agents
9:00 AM - 5:00 PM Weekday SupportCertified data centersStorage: 50 GB3 Feature Add-onsRecovery time 8 hours

GOLD

50Concurrent Agents
8:00 AM - 8:00 PM Weekday SupportCertified data centersStorage: 400 GB7 Feature Add-onsRecovery time 6 hours

TITANIUM

100Concurrent Agents
24/7/365 SupportCertified data centersStorage: 1000 GB10 Feature Add-onsRecovery time 4 hours

PLATINUM

200Concurrent Agents
24/7/365 SupportCertified data centersStorage: 2000 GBUnlimited Feature Add-onsRecovery time 2 hours

Compare Packages
Interested in running OTRS in your own data center? Contact us for details.

It’s easy to get
OTRS up and running.

Our experts implement OTRS for you in just a few days.
OTRS is ready to go – permanently and reliably – in only four steps.

1

Evaluation

We'll learn about your unique requirements. OTRS Experts will talk with you about
how to tailor the system to your specific needs.

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2

Customization

We'll work together to configure the structure, workflows and automation
that will best support your business goals.

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3

Installation

OTRS Experts will install and test your OTRS System. The final roll-out occurs
only when everything is perfect.

4

Training

We'll help you get the most out of OTRS. Our training options
will keep you up-to-date on best practices and new OTRS Features.

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FAQs

Frequently Asked
Questions

How does OTRS protect my data from unauthorized access?

Our managed system uses a multi-level authorization concept. Only certain team members can access the application: The selection of employees is subject to strict criteria. Since passwords are updated regularly, the danger of “man-in-the-middle” attacks is reduced to an absolute minimum. Data in OTRS is encrypted. Our data centers are protected by people separators, security gates and ID checks. Starting with the GOLD service package, systems run on dedicated servers. Production and test systems are strictly separated at OTRS. When a system is accessed, this is logged and evaluated. We also have a proven monitoring system with automatic alerts in place.

How do managed OTRS Services differ from pure hosting services?

With pure hosting, the service provider only manages the server space, and the customer must install and administer an application on that server.

OTRS is a completely managed solution. We take care of both hardware and platform management, with appropriate monitoring, updates and upgrades for your operating system and database(s). Our complete application management service includes the application, administration and implementation of required patches and upgrades. We also take care of critical security updates.

Where are the servers of OTRS located? Which law applies?

We operate OTRS for our customers in data centers in Germany, the USA and Canada, all of which have ISO/IEC 27001 certification. If required, additional locations can be offered as long as these data centers are also ISO/IEC 27001 certified.

The law of the country in which the server/data center is located applies.

Can I get OTRS without consulting services?

If you already have a lot of experience with OTRS, you can purchase a software service contract only. Consulting services are optional.

However, we recommend new customers take advantage of our consultants’ expertise, so you get the maximum benefit from OTRS and avoid unnecessary support time and costs down the road.

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Where can I find the open source version of OTRS?

The source code for the open version of OTRS is available at community.otrs.com.

Can I get an OTRS Support Contract if I don't select one of the four service packages?

Our services are exclusively reserved for customers who have opted for one of the OTRS Managed Solutions. Our goal is to always ensure the best possible service. We can only guarantee this if our Experts are familiar with all the details of your OTRS Instance.

Can I run OTRS in my own data center?

Yes. Contact us for details.

Can I further customize OTRS with development services?

We offer custom development services. Contact us for details.

Its flexibility is extensive and it offers the best ITIL®-compliant functionality for responding to the requirements of our fast-moving business. I felt that other solutions were extremely rigid and any customization would have led to development investments on top of a cost prohibitive licensing structure for our medium-sized company.
Chris Bates, Information Systems & Infrastructure Manager at Cogetech

Ready to get
started with OTRS?