* Please contact sales@otrs.com for a separate proposal.
Service Packages
in Detail
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
Setup & Configuration
Configuration
Remote or On-site*
Remote or On-site*
- system provisioning (1 Instance)
- up to 10 agents/user
- up to 10 agents/user
- system provisioning (1 Instance)
- up to 50 agents/user
- up to 50 agents/user
- system provisioning (1 Instance)
- up to 100 agents/user
- up to 100 agents/user
- system provisioning (1 Instance)
- up to 200 agents/user
- up to 200 agents/user
VPN, Multiple LDAP Support
–
✓
✓
✓
Services
Initial Remote Assessment
✓
✓
✓
✓
Server
1x virtual
1x dedicated
1x dedicated
1x dedicated
Max. Allowed Storage
50 GB
400 GB
1000 GB
2000 GB
Full Backup
2x per week
1x per day
1x per day
1x per day
Duration of Restore (within Service Level Window)
8 hours
6 hours
4 hours
2 hours
Firewall & Security Management
✓
✓
✓
✓
SSL Encryption (OTRS & DBMS)
✓
✓
✓
✓
ISO/IEC 27001 Certified Data Center
✓
✓
✓
✓
High-Availability Environment*
–
–
–
optional*
Qualified Bug Reviews
1
3
4
5
Remote Updates
✓
✓
✓
✓
Integration of External Backends via VPN
–
✓
✓
✓
Technical Service Manager
–
–
✓
✓
Test System
–
optional*
optional*
optional*
Exclusive Access to Webinars
✓
✓
✓
✓
Service Level
Service Level Window (SLW)
Mo - Fr
9 am - 5 pm
excluding holidays
9 am - 5 pm
excluding holidays
Mo - Fr
8 am - 8 pm
excluding holidays
8 am - 8 pm
excluding holidays
24/7/365
24/7/365
Availability within Service Level Window
98.00%
98.50%
99.50%
99.95%
Permitted Service Requests per Contract Period
20
50
100
unlimited
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
Supported Releases
last 2 stable releases
last 2 stable releases
last 2 stable releases
last 2 stable releases
Supported Communication Channels
OTRS Service Portal
✓
✓
✓
✓
Email
✓
✓
✓
✓
Service Hotline
✓
✓
✓
✓
Chat
✓
✓
✓
✓
Emergency Phone Support
–
within business hours
24/7/365
24/7/365
Remote View Access (via Teamviewer)
–
✓
✓
✓
Safe Transition Out
Handover of Application
✓
✓
✓
✓
Handover of Configuration
✓
✓
✓
✓
Handover of Database
✓
✓
✓
✓
Feature Add-ons
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
Available Feature Add-ons
- Credit Card Filter
- Custom Contact Fields
- Customer Activity Widget
- Customer Interface Link Object
- Customer-specific Services
- Dashboard News Widget
- Delete Attachments
- Restore Pending Information
- Service Categories
- Service-based Queue Routing
- State Preselection based on Response Templates
- Tag Cloud
- Ticket Time Unit Dropdown
- Ticket Watchlist
- Ticket Workflow
- Time Accounting Quota
- VIP Customer
- Adjust Sort Ticket Overview
- Advanced Editor
- Advanced Generic Agent
- Agent Email Interface
- Categories for Text Modules
- Change Write Protection
- CI Assignment Attribute Dynamic Field Map
- CI Custom Search
- CIs in Customer Frontend
- Dynamic Field Attachment
- Dynamic Field Config Item
- Dynamic Field Value Import
- Dynamic Sender Addresses
- Escalation Suspend
- Hide/Show Dynamic Fields
- ITSM Config Item Reference
- OpenBook Connector
- Process Management Article Email
- Queue Responsible
- Restrict Customer Data View
- Specific Ticket Notifications
- Ticket Allocation
- Ticket Forms
- Ticket Queue Selection