Transform Risk into Response in Security Incident Management. With STORM.  Learn more.
  • OTRS Software Solutions
    Customizable Software
    OTRS
    OTRS is a highly customizable help desk system. Find your perfect solution.
    Upgrade to OTRS 8
    OTRS On-Premise & Managed Comparison
    ((OTRS)) Community Edition
    OTRS App
    Feature List
    Feature Add-ons
    Solutions for
    IT Service Management
    Support for your IT department with automated, ITIL4-compliant processes
    Office Management
    Automate office management processes with our software solution
    HR Management
    Support your HR team with numerous processes, such as application or leave management
    Information Security Management – CONTROL
    Complete ready-to-implement compliance ISMS solution according to ISO/IEC 27001
    Cyber Defense & SOAR – STORM
    The solution for fast security orchestration, automation, and incident response
    Product and Service Life Cycle
    Release Notes
    Security Advisories
  • Use Cases
    Service Management
    Security Management
    Task Management
    Asset Management
    Technology Management
    Knowledge Management
  • Services
    OTRS Services
    Services
    Consulting, training, customer service: Find official OTRS services
    FAQ
    OTRS Trainings
    Webinars about OTRS
    Get useful information about the latest OTRS version. Watch how OTRS works.
    Academy
    Stay up-to-date with your knowledge about OTRS. Book a training.
    Customer Portal
    Contact Sales
    Contact Consulting
    Contact Customer Service
  • Success Stories
  • OTRSmag
  • Contact
fill 7
fill 7

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
Max. Eligible Users
2
3
4
5
 
 
 
 

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)
–
✓
✓
✓
 
Get Pricing
Get Pricing
Get Pricing
Get Pricing
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
 
Get Pricing
Get Pricing
Get Pricing
Get Pricing
Available Feature Add-ons

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.

OTRS newsletter

Read more about product features, interesting tips and events in the OTRS newsletter.

We use Keap. Privacy policy