Compare Service Levels

Service Levels

Compare OTRS Plans to determine which of our
fully-managed solutions best fits your company.

Service Level
SILVER
GOLD
TITANIUM
PLATINUM
Max. Concurrent Agents
10
50
100
200
 
 
 
 

Need more than PLATINUM? Ask us
Setup & Configuration
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
Configuration
Remote or On-site*
- system provisioning (1 Instance)
- up to 10 agents/user
- system provisioning (1 Instance)
- up to 50 agents/user
- system provisioning (1 Instance)
- up to 100 agents/user
- system provisioning (1 Instance)
- up to 200 agents/user
VPN (IPSEC)
Max. Number of VPN (IPSEC) Tunnel
1
2
3
LDAP Support
Optional Single Sign On (SAML, Kerberos)
Services
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
Initial Remote Assessment
Server
private Cloud (SaaS)
private Cloud (SaaS)
private Cloud (SaaS)
private Cloud (SaaS)
Max. Allowed Storage
50 GB
400 GB
1000 GB
2000 GB
Full Backup
1x per day
1x per day
1x per day
1x per day
Duration of Restore** (within Service Level Window)
8 hours
6 hours
4 hours
2 hours

**only for fully managed
OTRS systems in data centers of OTRS AG/Group
**only for fully managed
OTRS systems in data centers of OTRS AG/Group
**only for fully managed
OTRS systems in data centers of OTRS AG/Group
**only for fully managed
OTRS systems in data centers of OTRS AG/Group
Security Management
SSL Encryption (OTRS & DBMS)
ISO/IEC 27001 Certified Data Center
High-Availability Environment*
optional*
Remote Updates according to update calendar
Integration of External Backends
Max. number of external backends
1
2
3
4
Test System-Option
Test System SILVER
Test System GOLD
Test System TITANIUM
Test System PLATINUM
Exclusive Access to Webinars
Service Level
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
Service Level Window (SLW)
Mo - Fr
9 am - 5 pm
Mo - Fr
8 am - 8 pm
24/7/365
24/7/365
Service Level Window (SLW) for Service, Information Requests and Changes
Mo - Fr.
9 am - 5 pm
Mo - Fr.
8 am - 8 pm
Mo - Fr.
8 am - 8 pm
Mo - Fr.
8 am - 8 pm
Availability within Service Level Window
98.00%
98.50%
99.50%
99.95%
Permitted Service Requests per Contract Period
20
50
100
200
Response Time in SLW on Service, Information Requests and Changes
16 hours
8 hours
4 hours
4 hours
Response Time in SLW on Critical Impact Incidents
4 hours
2 hours
1 hour
0.5 hours
Response Time in SLW on Medium Impact Incidents
8 hours
4 hours
2 hours
1 hour
Response Time in SLW on Low Impact Incidents
16 hours
8 hours
4 hours
4 hours
Resolution Time for Critical Infrastructure Incidents
8 hours
4 hours
Resolution Time for Critical Impact Incidents
8 hours
8 hours
Supported Releases
current release
current release
current release
current release
Supported Communication Channels
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
OTRS Service Portal
Email
Service Hotline
Emergency Hotline
Remote View Access (via Teamviewer)
Safe Transition Out
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
Handover of Customer Data
Feature Add-ons
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
Exclusive Access to SILVER Feature Add-ons
Exclusive Access to GOLD Feature Add-ons
Exclusive Access to TITANIUM Feature Add-ons
Exclusive Access to PLATINUM Feature Add-ons
Porting of Installed Feature Add-ons
Max. Number of Concurrently Installed Feature Add-ons
3
7
10
unlimited

There’s always a service package to suit your needs.

If you need more, we’ll customize it for you.

Here you will find all Feature Add-ons listed separately according to our service packages.

* Please contact sales@otrs.com for a separate proposal.

Woman and man with laptop stand in front of servers in a data center

Scheduled Maintenance

Due to maintenance work,
the following domains will not be available:

portal.otrs.com
cloud.otrs.com
pav.otrs.com

 

Within the specified time:

November 26. - November 27.

CET: 2:00 pm – 10:00 pm.

PST: 5:00 am – 1:00 pm.

Thank you for your patience and understanding.

Woman and man with laptop stand in front of servers in a data center

Scheduled Maintenance

Due to maintenance work, the following domains will not be available:

portal.otrs.com
cloud.otrs.com
pav.otrs.com

 

Within the specified time:

November 26. - November 27.

CET: 2:00 pm – 10:00 pm.

PST: 5:00 am – 1:00 pm.

Thank you for your patience and understanding.