Our Enterprise Support team provide competent support, problem analysis and a quick resolution, using remote access when ever possible to reduce time spent and costs.

In advance of any new release Enterprise Subscription customers receive an announcement that will provide informations regarding any new features. That will enable you to plan and make your descision on when to upgrade to a new patchlevel and/or minor release. 

In case of any security-related issues Enterprise Subscription customers will receive a Security Advisory announcement at the same time as any distributor of OTRS packages (e.g. Red Hat, SuSE etc.) will receive the announcement. The Security Advisory announcement provide relevant informations regarding identified security threads. Immediately after a Security Patch is available Enterprise Subscription customers will be informed and on demand will get a remote upgrade.

A live WebEx-presentation will inform Enterprise Subscription customers about new Minor/Major-releases.

Always remain up-to-date. Enterprise Subscription customers retrieve their individual on demand upgrade whenever a new patchlevel was released. This service and your Software Update Information Service are closely concerted on each other, i.e. Enterprise Subscription customers will be informed about upcoming releases at an early stage.

Within the current subscription term our Enterprise Support team will provide (1) minor release update (after clearance with the Enterprise Support team). This service and your Software Update Information Service are closely concerted on each other, i.e. Enterprise Subscription customers will be informed about upcoming releases at an early stage.

Escalate any bugs that are critical to your business to our developer team. Escalations will become effective after having officially confirmed by a developer. Escalations cause a higher prioritized bugfix. Enterprise Subscription customers receive a patch for any escalated and confirmed bug.

Enterprise Subscription customers with individual code enhancements, that had been programmed by OTRS AG or OTRS Inc., benefit from a discount on any ported features (e.g. during a release upgrade).

Enterprise Subscription customers benefit from an additional discount on every feature that was ordered within the subscription term.

Enterprise Monitoring includes OTRS-related checks regarding: OTRS, webserver, database, operating system using the Support Assessment module. Enterprise Subscription customers will be contacted actively by our support team in order to discuss suggestions on how to optimize the systems configuration whenever a check took the state 'failed' or 'critical'. A major precondition is, that your system is still able to send a notification on it's current state.

Within the current Enterprise Subscription term (12 months) additional service request can be booked easily if your primary contingent ran out (exeption: PREMIUM). Additional service request do not expire at the end of a non- canceled Enterprise Subscription term but can be transfered to the following term.

The additional and transferable service requests are valid only in combination with a non-canceled Enterprise Subscription contract and cannot be transformed into other services. A refund or payback is excluded. The amount of remaining service requests has no influence on the annual fee.

The basic package includes the maintenance of 1 application database, The OTRS Plus 1 package is qualified for customers who want to run our solutions on more than one system each using their own application database. The package includes the maintenance of 1 additional application database (e.g. for your test- or development-system) and might be booked in another may be lower service level than your basic package.The package might be booked as often as needed, while each package will base on the Service Package of your choice.