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

 

Support

 

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

BASIC PROFESSIONAL ENTERPRISE
Concurrent Agents 10 50 200
Initial Assessment Check_Table Check_Table Check_Table
Consulting Services Check_Table  Check_Table  Check_Table 
Review & Optimization Check_Table
Discount on Consulting day-rate 20% 30%
Scheduled On-site Consulting Visits  Optional Optional Optional
Scheduled OTRS Environment and
Performance Reviews 
Optional Optional Optional

Training

BASIC PROFESSIONAL ENTERPRISE
Concurrent Agents 10 50 200 
Exclusive access to Webinars Check_Table Check_Table Check_Table
OTRS Administrator Training Check_Table Check_Table
OTRS Key User Training Check_Table
Discount on Public OTRS Trainings 30% 60% 100% 
OTRS Certification  Optional Optional Optional

Support

BASIC PROFESSIONAL ENTERPRISE
Concurrent Agents 10 50 200 
Qualified
Bug Reviews
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
Support for
OTRS Generic Interface
Check_Table  Check_Table 
Service Manager Optional Check_Table
Service Level Window
(SLW) 
Check_Table  Check_Table  24/7/365
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
Exclusive Customer
Phone Support
Check_Table  24/7/365
Supported Releases Last 2 Stable Releases Last 2 Stable Releases Last 2 Stable Releases

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