Subscription Services

Support Assessment

• Initial 2 hour consultation with an OTRS support specialist at the beginning of subscription period to assess and document the status of your OTRS deployment.

Feature Add-Ons

• Feature Add-Ons are available for purchase exclusively by Subscription customers.
• Feature Add-Ons purchased will be ported to the next patch or minor release level during the term of your Subscription.

Bug Escalations

• Escalate any bugs that are critical to your business.
• Escalations will become effective after being confirmed by our developers.
• Subscription Support customers will quickly receive a patch for any escalated and confirmed bugs.

Patch level remote
updates

• Subscription customers receive updates for the last two minor OTRS releases when an OTRS patch level is released.
• Updates are installed remotely if applicable.

Remote Minor Release Updates

• Within a subscription contract term we will provide and remotely install minor release updates on your OTRS systems, if remote access is applicable.
• Minor Release Updates are included for the latest two minor OTRS releases only.

Remote Security Patch Updates

• In case of any security-related issues 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 announcement provides relevant information regarding identified security threats. Immediately after a security patch is available Subscription customers will be informed and their system will be updated (on demand).

Discount on Custom Developments

• Subscription customers receive a discount on any development that is ordered at and confirmed by OTRS Group within a subscription contract term. 

Discount on Migration of Custom Developments

• Subscription customers with individual code enhancements that have been programmed by OTRS Group receive a discount on any ported features (e.g. during a release upgrade).

Additional OTRS
Subscription

• Subscription plans include support for 1 application database.
• Additional OTRS Environments are required for customers who want to run OTRS solutions on more than one system each using their own application database.
• The package includes the support of 1 additional application database instance (e.g. test/development system, distributed infrastructure, etc.).

Resolution and Support Services

Response Times

• The Response Time starts immediately with a submission of an incident report (i.e. and outage of your OTRS system) or a support request (request for functional or technical advice and service) in the OTRS Support Portal.
• For Quick Start Package, Basic Subscription or Professional Subscription: If a request arrives outside the Service Level Window (SLW), the response time starts at the beginning of next SLW of the according Package or Subscription.

Resolution Time

• For Enterprise Subscription customers facing a critical problem with OTRS: The Resolution Time starts immediately with submission of an incident report or support request in the OTRS Support Portal.
• For adherence of the Resolution Time limit it is essentially required for the customer to provide to OTRS all information with the submission of such incident report or support request (i.e. status information on the affected OTRS instance, log files, etc.) which is helpful to analyze the root cause and to let the OTRS support experts resolve the problem in a timely manner.
• The customer contacts are required to assist the OTRS support experts and to cooperate at best effort. For accelerated resolution OTRS may contact the customer contacts by phone and/or may ask for remote access to the affected systems if applicable.
• OTRS will conduct remote support compliant to the customer's security or data privacy policies.

Impact Level Definition

Level 3 - Critical Impact

Represents a critical problem in the customer's OTRS system. Examples include: complete loss of service even after a restart has been performed, production systems that are crashed, or a production system that hangs indefinitely. No workaround is available. The customer cannot continue essential operations.

Level 2 - Medium Impact

Represents a medium impact problem in the customers' OTRS system. Essential operations are seriously disrupted, but a workaround exists which allows for continued operations.

Level 1 - Low Impact

Represents a lower impact problem in the customer's OTRS system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Also included are all problems that represent a general usage question. Includes recommendations or requests for new products or features, enhancements or modifications. There is no impact on the quality or performance in a production system.

Accessibility

Support Contacts

• You may appoint two (2) employees as contacts to submit incident reports or support requests and act as qualified contacts for OTRS within your organization.
• Please provide phone information to let our support experts contact you for accelerated resolution of incidents or support requests.

OTRS Support Portal and Emergency Phone Support

• Easily submit support requests to our team through the OTRS Support Portal, available 24/7/365.
• Receive a transparent view of request status at any time.
• Reduce time in receiving support by uploading helpful information like specifications or log-files with your request. Requests can be tracked, prioritized and closed in the OTRS Support Portal. All incident reports and support requests must be submitted through the OTRS Support Portal in order to guarantee the agreed response times and resolution times (applicable for Enterprise Subscriptions). Upon submitting a request, you will receive a ticket number that should be used in all further communications regarding your request.
• All updates having an impact on the associated Service Levels and related response/resolution times must be submitted through the OTRS Support Portal.
• Professional and Enterprise Subscription customers additionally have exclusive phone access to support.