Subscriptions

OTRS makes support easy with our Service Subscription offerings. You decide the level of support required to ensure your IT solutions run smoothly. Subscription customers now get exclusive access to OTRS Feature Add‑Ons! These modules will be developed specifically for your environment and upgraded at no additional cost during the current major release cycle.

	Quick Start	Basic	Professional	Enterprise
Subscription Services
Initial Assessment	--
Exclusive Access to OTRS Feature Add‑Ons	--
Included OTRS Feature Add‑Ons *	--	1	2	4
Porting of OTRS Feature Add‑Ons	--
Bug Escalations	--	1	3	5
Remote Patch Level Updates	--
Remote Minor Release Updates	--	--
Remote Security Patch Updates	--	--
Discount on custom developments	--	--	5%	10%
Discount on migration of custom developments	--	5%	10%	15%
Resolution and Support Services
Service Level Window (SLW) **	Mon-Fri 9am - 5pm Excluding Holidays	Mon-Fri 9am - 5pm Excluding Holidays	Mon-Fri 8am - 8pm Excluding Holidays	24/7/365
Permitted service requests *** (per contract term)	3	20	50	Unlimited
Max Response Times for incidents / support requests with...	Within SLW	Within SLW	Within SLW	24/7/365
... Critical Impact	1 Day	4 hrs	2 hrs	0.5 hrs
... Medium Impact	2 Days	1 Day	4 hrs	2 hrs
... Low Impact	2 Days	2 Days	1 Day	1 Day
Max Resolution Time for requests with Critical Impact	--	--	--	1 Day
Emergency Phone Support	--	--	Business Hours
Pricing (Annual Fee, Contract Term one year)
Initial Subscription per OTRS DB Instance	$1,000	$4,995	$9,995	$29,995
	--	3.995 EUR	7.995 EUR	23.995 EUR
	Buy Now

* Depending on your service plan, you can select up to 4 from the below listed
  OTRS Feature Add‑Ons to be included in your Service Subscription at no extra charge:
  Multi-Level Service Selection, Escalation Suspend, Dependent Selection Boxes,
  Clipboard Image Paste, Dashboard Overview Filter. Additional OTRS Feature Add‑Ons
  are exclusively available for Subscription customers at special prices.

** SLW: Central European Time (CET), Pacific Standard Time (PST) or Hong Kong
Time (HKT) - excluding holidays.

*** Service requests determined to be caused by an issue in the OTRS standard are not
counted as a permitted request.

Download - USD

Download - EUR