Documente Academic
Documente Profesional
Documente Cultură
Real Services
Features
Benefits
Implementation Services
Patch Level and Minor Release Updates
ITIL compatible service operation
Measurable SLAs
OTRS ITSM
OTRS Group
Platform
of OTRS
consulting capabilities
2013 OTRS AG
www.otrs.com
Service Plans
As a service organization with individual requirements you benefit from service plans that
have been tailored for your specific needs. Our Professional Edition covers the typical requirements profile of most of our clients and therefore we recommend this edition.
Basic Edition
Professional Edition
Enterprise Edition
Basic
Professional
Enterprise
Implementation Services
Included best practice services remote or on-site* guarantee for a solution that is tailored to
your specific needs.
Conceptual Design
Work collaboratively with the Consultant to
design the exact specifications for your OTRS
implementation.
3 days
3 days
4 days
--
--
4 days
1 day
2 days
4 days
--
3 days
4 days
--
1 day
1 day
--
--
1 day
--
--
1 day
--
1 day
1 day
CMDB Design
Analysis of existing configuration management
and working collaboratively to employ various
options that fit the business.
2013 OTRS AG
www.otrs.com
Basic
Professional
Enterprise
Service Contract
Get full ITIL compliant application support and reliable SLAs during operation.
Resolution and Support Services
Mon - Fr
9am - 5pm
Mon - Fr
8am - 8pm
24/7/365
20
50
unlimited
Within SLW
Within SLW
Within SLW
Critical Impact
4 hrs
2 hrs
0,5 hrs
Medium Impact
1 day
4 hrs
2 hrs
Low Impact
2 days
1 day
1 day
--
--
1 day
--
Business hours
Exclusive Access
Included
10
Porting
--
--
--
Bug Escalations
2013 OTRS AG
www.otrs.com
Basic
Professional
Enterprise
--
5%
10%
5%
10%
15%
$5,600
3.960 EUR
$14,000
9.900 EUR
$28,000
19.800 EUR
$4,995
3.995 EUR
$9,995
7.995 EUR
$29,995
23.995 EUR
$10,595
7.955 EUR
$23,995
17.895 EUR
$57,995
43.795 EUR
$4,995
3.995 EUR
$9,995
7.995 EUR
$29,995
23.995 EUR
Pricing
Travel costs for on-site consulting are reimbursed by the customer. Remote implementation and update
services require remote access to your systems.
** US Pacific Time (PST), Hong Kong Time (HKT) or Central European Time (CET), excluding public holidays
*** Service requests determined to be caused by an issue in the OTRS standard are not counted as a permitted request.
2013 OTRS AG
www.otrs.com
Regions
North America
Latin-/South America
OTRS Inc.
T: +1 415 3660178
F: +1 415 3660179
Europe
OTRS AG
Norsk-Data-Strae 1
61352 Bad Homburg
Germany
T: +49 6172 681988 0
F: +49 6172 18076 90
Asia Pacific
OTRS Sdn. Bhd.
OTRS AG
Europaring 4
94315 Straubing
Germany
OTRS B.V.
Schipholweg 103
2316 XC Leiden
The Netherlands
OTRS Ltd.
Rm 406, 4/F
Boss Commercial Centre
28 Ferry Street, Jordon
Kowloon
Hong Kong
T: +31 71 8200255
F: +31 71 8200254
2013 OTRS AG
www.otrs.com