Enterprise Support (ITIL® compliant)
Service Levels
All application service levels und add-on packages can be purchased for OTRS, OTRS::ITSM and SIROS.
Download Product brochure:
Prices in USD ($) - Service Level Window: Pacific Standard Time (PST)
Prices in Euro - Service Level Window: Central European Time (CET)
Service level | BRONZE | SILVER | GOLD | PLATINUM | CENTURION |
|---|---|---|---|---|---|
Platform | |||||
Applications- (1 DB-Instance) | MySQL, PostgreSQL | MySQL, MS SQL, PostgreSQL | MySQL, MS SQL, PostgreSQL, Oracle, DB2 | ||
Applicationserver operating system | Linux, Windows | Linux, Windows, Apple Mac OS X, | Linux, Windows, Apple Mac OS X, Sun Solaris, HP-UX, IBM AIX, SCO Open Server, Unixware, OpenUnix, OpenBSD, FreeBSD, NetBSD | ||
Webserver | Apache, Microsoft IIS | ||||
Supported | latest 2 Minor Releases | All Releases | |||
ITIL compliant service levels | |||||
Service Level Window (SLW)
| Mon.-Fri. | Mon.-Fri. | Mon.-Fri. | Mon.-Fri. | Mon.-Sun. |
Except public holidays |
| ||||
Response time | 24 hrs. | 4 hrs. | 2 hrs. | 1 hrs. | 0,5 hrs. |
Response time | 24 hrs. | 8 hrs. | 4 hrs. | 2 hrs. | 1 hrs. |
Response time | 24 hrs. | 24 hrs. | 24 hrs. | 24 hrs. | 24 hrs. |
Resolution time | -- | -- | 24 Std. | 12 Std. | 6 Std. |
Permitted support requests / year | 5 | 10 | 25 | 50 | unlimited |
E-Mail Support | yes | yes | yes | yes | yes |
Initial report of Incidents via OTRS Support Portal | |||||
Telephone support | - | - | Callback | Callback | Callback |
Application Support Packages - Prices | |||||
Price per year | 1,470 USD | 2,950 USD | 7,395 USD | 14,795 USD | 29,600 USD |
Add-on Packages - Prices | |||||
Remote Login | 1,325 USD | 1,325 USD | 1,325 USD | 1,325 USD | 1,325 USD |
OTRS Plus 1 | 1.105 USD | 2,215 USD | 5,540 USD | 11,090 USD | 22,190 USD |
Contract period: 12 months - Cancelation notice: 3 months prior to end of current contract period - All stated Prices are excl. VAT
Add-on packages
Package | Service criteria |
Remote-Login | Combine this package with the Service Package of your choice and therefore benefit from a faster problem analysis and a more efficient processing. As response on your incident report or service request you are entitled to 6 hours of remote login support during the course of the year. Our support team member will directly login to your system in order to try to recover the service or help on your requirements. You are kept fully informed if your usage ever approaches your hourly limit. If it is reached, you may purchase an additional package. |
OTRS Plus 1 | The basic package (e.g. GOLD) 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 (e.g. SILVER) 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. You are free to split all the limited support cases between any of your supported application databases without any further limitations. |