OTRS Business Solution™ Managed: The Services of our Help Desk Solution at one Glance

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Implementation & Managed Services

Start your journey quickly and with ease. Our experienced crew will carry out an installation and configuration perfectly tailored to your needs and operate your system efficiently and smoothly.

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Reliable Support

A highly trained and perfectly coordinated crew is ready to take care of all updates and manage your OTRS system reliably.

Our services in detail:

Setup & Configuration

SILVER GOLD PLATINUM
Concurrent Agents 10 50 200
Configuration Check_Table Check_Table Check_Table
OTRS::ITSM Module Check_Table Check_Table Check_Table
VPN, multiple LDAP Support Check_Table Check_Table
Initial OTRS Best Pratice Consulting Optional Optional Optional
OTRS Trainings & Certification Optional Optional Optional

Operation

SILVER GOLD PLATINUM
Concurrent Agents 10 50 200
Server virtual dedicated dedicated
Daily Full-Backup Check_Table Check_Table Check_Table
Firewall & Security Management Check_Table Check_Table Check_Table
SSL Encryption Check_Table Check_Table Check_Table
High-Availability
Environment
Optional
ISO/IEC 27001
certified data center
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Test System Optional Optional Optional
Integration of external
backends via VPN
Check_Table Check_Table

Application Administration

SILVER GOLD PLATINUM
Concurrent Agents 10 50 200
OTRS Application
Administration Service
Check_Table Check_Table Check_Table

Support

SILVER GOLD PLATINUM
Concurrent Agents 10 50 200
Qualified Bug Reviews 1 3 5
Remote Updates Check_Table Check_Table Check_Table
Support for OTRS
Generic Interface
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OTRS Service Portal Check_Table Check_Table Check_Table
Service Manager Optional Check_Table
Exklusive access
to webinars
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Service Level

SILVER GOLD PLATINUM
Concurrent Agents 10 50 200
Service Level Window Check_Table Check_Table 24/7/365
Service Requests 20 50 Unlimited
Max. Response Time for
Critical Impact Incidents
4 hours 2 hours 0,5 hours
Max. Response Time for
Medium Impact Incidents
1 business day 4 hours 2 hours
Max. Response Time for
Low Impact Incidents
2 business days 1 business day 1 business day
Max. Resolution Time for
Critical Infrastructure
Incidents
8 hours 8 hours 4 hours
Max. Resolution Time for
Critical Impact Incidents
1 business day
Exclusive Customer
Phone Support
Check_Table 24/7/365

Save Transition Out

SILVER GOLD PLATINUM
Concurrent Agents 10 50 200
Handover of Application Check_Table Check_Table Check_Table
Handover of Configuration Check_Table Check_Table Check_Table
Handover of Database Check_Table Check_Table Check_Table

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