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

100

200

Need more than PLATINUM? Ask us

Setup & Configuration

Service Level

SILVER

GOLD

TITANIUM

PLATINUM

Configuration
Remote or On-site*

- system provisioning

LDAPS Support

✓

Max. LDAPS Connections

Optional Single Sign On (SAML) (SaaS only)

–

✓

Encrypted Data Storage

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

Max. Allowed Data Storage

50 GB

400 GB

1000 GB

2000 GB

Backup

1x per day

Duration of Restore (within Service Level Window)

8 hours

Custom FQDN (Let‘s Encrypt)

max. 1 FQDN

Custom FQDN (custom certificate)

–

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

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

Service Level Window (SLW) for Service, Information Requests and Changes

Mo - Fr.
9 am - 5 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

unlimited

Response Time in SLW on Service, Information Requests and Changes

16 hours

8 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

Resolution Time for Critical Infrastructure Incidents

–

8 hours

4 hours

Resolution Time for Critical Impact Incidents

–

8 hours

Supported Releases

latest release

Supported Communication Channels

Service Level

SILVER

GOLD

TITANIUM

PLATINUM

OTRS Service Portal

✓

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

–

✓

Get Pricing

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)