Support
Continous operation of your business application
Benefit from our vast customization possibilities and choose and extend the enterprise support and enterprise subscription packages on offer so that they meet your individual requirements.
As an alternative to operating OTRS on your own infrastructure, we provide OTRS as SaaS (Software-as-a-Service). Let us undertake the management of your application infrastructure and make sure your system operates smoothly.
Services:
Details:
How to contact our support team
How to contact our support team
OTRS Customer Support Portal
Quickly and easily register incidents or service requests in the OTRS customer support portal. Benefit from up-to-date information about the processing state of your inquiries at any time and the possibility to upload additional documents for processing. It goes without saying that you can access all parallel entered transactions and communicate directly with our OTRS support team.
E-mail
Although the initial report of a support case has to be logged in the customer support portal, further communication can be carried out by e-mail, stating the unique transaction number.
Telephone Support
If you have chosen one of the Gold, Platinum and Centurion application support packages, our service support team will be delighted to answer your questions on the phone. Profit from better interaction and from faster problem identification.
Service Level Window
The service level window of the support package chosen defines the service time, in which our support team is at your service to process incidents and service requests.
Response & Resolution Time, Impact Level
Response Time
Response time starts after your support case has been logged in the OTRS customer support portal. If the report of your support case is received outside the service level window (e.g. Mon. 8am - 9pm), response time starts with the next service level window (e.g. Tues. 8am - 9pm).
Resolution time
Resolution time also starts after your support case has been logged in the OTRS customer support portal. If the report of your support case is received outside the service level window (e.g. Mon. 8am - 9pm), resolution time starts with the next service level window (e.g. Tues. 8am - 9pm).
Impact Levels
Impact-Level | Impact level criteria |
|---|---|
3 | Critical service impact incidents lead to a complete loss of functionality of the system as a whole or of business critical features and require quickest possible analysis and resolution of the incident. |
2 | Medium impact incidents restrict the functionality of the whole system or of important features for one or more users and require a quick resolution of the incident. |
1 | Low impact incidents do not, or only minimally, restrict the functionality of the software. Also, service and feature requests without special urgency fall into this category. |
Customized solutions
For application service providers we offer individual agreements based on a case-by-case analysis.
Also, individual agreements are concluded with customers whose OTRS, OTRS::ITSM or SIRIOS installation differs significantly from the standard of the software offered to the public. The assessment of the differences is conducted in collaboration with you prior to the conclusion of the support contract.