Customer Support
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OTRS - Home

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 Agent Sessions
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
- system provisioning
- system provisioning
- system provisioning
LDAPS Support
✓
✓
✓
✓
Max. LDAPS Connections
1
3
4
5
Optional Single Sign On (SAML) (SaaS only)
–
✓
✓
✓
Encrypted Data Storage
optional*
optional*
optional*
optional*
IP Whitelisting (restrict public access to source IP)
–
–
✓
✓
Direct Email sending (via SPF record)
✓
✓
✓
✓
Email Sending via SMTP Smarthost
–
1 Smarthost
2 Smarthosts
3 Smarthosts
DKIM (Domain Keys Identified Mail)
✓
✓
✓
✓
Email Inbound Alias
–
–
–
✓
Services
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
System Environment
SaaS
SaaS
SaaS
SaaS
Max. Allowed Data Storage
50 GB
400 GB
1000 GB
2000 GB
Backup
1x per day
1x per day
1x per day
1x per day
Duration of Restore (within Service Level Window)
8 hours
8 hours
8 hours
8 hours
Custom FQDN (Let‘s Encrypt)
max. 1 FQDN
max. 1 FQDN
max. 1 FQDN
max. 1 FQDN
Custom FQDN (custom certificate)
–
–
max. 1 FQDN
max. 1 FQDN
ISO/IEC 27001 Certified Data Center (in Germany or Finland, USA or Canada on demand)
✓
✓
✓
✓
High-Availability Environment*
–
–
–
optional*
Updates according to update calendar
✓
✓
✓
✓
Test System-Option**
Test System SILVER
Test System GOLD
Test System TITANIUM
Test System PLATINUM
Service Level
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
Service Level Window for Incidents (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 Support Request 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
latest release
latest release
latest release
latest release
Supported Communication Channels
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
OTRS Service Portal
✓
✓
✓
✓
Email
✓
✓
✓
✓
Service Hotline
✓
✓
✓
✓
Emergency Hotline
–
–
✓
✓
Remote View Access (as described in service catalog)
✓
✓
✓
✓
Safe Transition Out
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
Handover of Customer Data
✓
✓
✓
✓
Additional Features
Service Level
SILVER
GOLD
TITANIUM
PLATINUM
Web Services****
–
✓
✓
✓
Advanced Escalations
–
–
–
✓
 
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Here you will find all features listed.

* Please contact our sales team for a separate proposal.

** Only available with valid production contract.

**** (the following features require web service functionality: Baramundi Inventory Connector, Configuration Management Connector, Dynamic Field Web Service, Link Object Connector, SAP Solution Manager Connector, Ticket Invoker)

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