Services Details

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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*
- 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, 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
Mo - Fr
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

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