OTRS On-Premise & Managed – The Comparison
Self hosted or
all-round carefree in the cloud?
OTRS offers a variety of ways to optimize service management.
On-Premise vs. Managed –
operating models in comparison
Complete control over the system and the server.
Company data remains within the company.
Access to the software within the company network is possible regardless of device.
High IT effort
High resource expenditures are necessary, e.g., to prevent system failures or to take corrective action in the event of an emergency.
High maintenance effort
Lack of resources and information leads to delays in updates which can cause security gaps in the system.
Potential security gaps
Security patches are your responsibility. IT personnel must be up to date on security updates, otherwise the risk of potential cyber-attacks may be higher.
Training IT personnel as well as the acquisition, financing, and maintenance of hardware are high, long-term cost factors.
IT infrastructure security
Security patches, updates and regular backups for data protection are performed automatically. Security risks are reduced.
By default, data is stored on servers in Germany (on request in USA or Canada) according to the latest GDPR standards. A specially trained team takes care of data security.
Cost and time savings
Training of IT staff as well as the acquisition and maintenance of hardware are eliminated as cost factors.
Procurement, installation, configuration, maintenance, updates and backups of the software and server are no longer necessary since OTRS Group takes care of this.
Access to the software is independent of device and is possible at any time with an internet connection.
Access to the latest features
Software is regularly enhanced and automatically updated, daily work is made easier by new features.
Dependence on the service provider
Requirements, support and services correspond to the booked service package and changes must be clarified with service provider.
Data is stored on servers of a third-party provider.
Added Value of On-Premise
OTRS with all of its features and professional support — managed in your own data center.
Added Value of Managed
All-round carefree: OTRS with all its features and professional support — maintained by us.
Important Service Details
Installation & Operation
OTRS Customer Portal for Your Customers‘ Requests and Incidents
Support from OTRS Experts
Access to Development Services
Access to Consulting Services
Administration & Operation
Administration of OTRS, Includes:
Installation of Certificates (SSL, S/MIME)
Scan of Emails for Viruses/Spam
Backup & Update
Backup & Update of All Components:
If Test System Is Available:
Highest Infrastructure Standards:
Configuration of All Connections
Implementing the Configuration to:
Provision of the OTRS Database