OTRS Business Solution™: Service overview of our Help Desk solution

 

Consulting

 

Thanks to our service management know-how and our consultants, we are able to advise you individually regarding your OTRS solution.

 

 

Training

 

By participating in our hands-on training sessions, you will acquire the knowledge and practice you need for the optimal operation of your OTRS solution.

 

Services_red

 

Customer Service

 

As a well-trained and perfectly coordinated team, we take care of all updates and are happy to answer your questions.

Our Services in Detail:


Consulting

基本版 专业版 企业版
名兼业代理 10 50 200
初步评估 Check_Table Check_Table Check_Table
咨询服务 Check_Table  Check_Table  Check_Table 
评估和优化 Check_Table
咨询日费率优惠 20% 30%
Scheduled On-site Consulting Visits  Optional Optional Optional
Scheduled OTRS Environment and
Performance Reviews 
Optional Optional Optional

Training

基本版 专业版 企业版
名兼业代理  10 50 200 
独有的网络研讨会访问 Check_Table Check_Table Check_Table
OTRS 管理员培训 Check_Table Check_Table
关键用户培训 Check_Table Check_Table Check_Table
公共培训优惠 30% 60% 100% 
OTRS Certification  Optional Optional Optional

Customer Service

基本版 专业版 企业版
名兼业代理  10 50 200 
合格的 Bug 评估  1 3 5
Remote Patch Level
Updates (in SLW) 
Check_Table Check_Table
Remote Minor Release
Updates (in SLW) 
Check_Table Check_Table
Remote Security
Updates (in SLW) 
Check_Table Check_Table
Remote Major Release
Updates (in SLW) 
Check_Table Check_Table
客户专属电话支持 Check_Table  Check_Table 
服务管理器 Optional Check_Table
服务水平窗口(SLW)  Check_Table  Check_Table  全年无休
Service Requests 20 50 Unlimited
Max. Response Time for incidients
with critical impact
4 hours 2 hours 0,5 hours
Max. Response Time for incidients
with medium impact
1 business day 4 hours 2 hours
Max. Response Time for incidients
with low impact
2 business days 1 business day 1 business day
Max. Resolution Time
for Incidents with
Critical Impact
1 business day
紧急电话支持 Check_Table  全年无休
Supported Releases Last 2 Stable Releases Last 2 Stable Releases Last 2 Stable Releases

 
 

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