Light and fast implementation. Managed by the OTRS-Experts.

Transcription

1 Light and fast implementation. Managed by the OTRS-Experts.

2 IT-Service Management and customer service in an incredibly attractive package! Maximum service minimal effort Expert implementation Secure operation Professional administration Implementation, operation and administration by the OTRS Group Working with the OTRS Business Solution 5 Managed will give you more time to fully focus on your customers. Don t worry about software implementation, or software updates and security issues. Our experts will take care of it all! Enjoy a smooth and perfectly adjusted system that will help you work more efficiently and meet your customer needs. Play it safe! Full daily backup Operation in a ISO certified data center SSL encryption Highest security standards OTRS Business Solution 5 Managed runs safely in a data center certified by ISO and with SSL encryption. A full daily backup reduces the expensive risk of data loss. Upon your request we will execute a safe transition-out and hand over the application including your configuration and database to you. No matter which solution you prefer, stay flexible with OTRS. 2

3 A win-win situation for you and your customers Discover mobility Responsive Design SMS directly to your mobile phone Responsive Design NEW Work with OTRS Business Solution 5 Managed on all your mobile devices. The new responsive design will always adjust perfectly to your screen resolution no matter what operating system you are using. SMS Notification System NEW Inform your agents and your customer reliably and attract their attention with SMS. This way, service employees on call or in the field can solve problems faster and customers can receive delivery dates, order statuses, passwords or travel details at all times directly on their mobile phone. You re in safe hands with us, because we know how to get the best out of OTRS Consulting Trainings Our recommendation: Consulting services and Training seminars (optional) Our experienced consultants will recognize your needs and design and configure your OTRS Business Solution 5 Managed to perfectly suit your requirements. The advantage: Start working quickly and without hassle with a system that fits your needs. Individual consultations requires an individual quote, so our consulting services are calculated separately. You can also benefit from our training courses to help you work more effectively with OTRS. 3

4 Unlimited application possibilities companies use OTRS worldwide At hidden champions, in middle-sized companies & world-famous corporations In action in all fields Some successful OTRS implementations Usable in all departments Customer service Have a better overview of your customer enquiries with ticket numbers and consistent documentation. Sales & Marketing OTRS is also a powerful tool for sales & marketing. Coordinate your customer and partner requests and save time with response templates. Internal IT services Notify your IT staff members immediately via and minimize the impact of incidents. External IT services Record the time spent working on an incident directly in the ticket and automatically subtract it from the customer s time quota. Finance Accurate accounting processes and documentation in your financial department can be mapped with OTRS without problems. Human Resources Easily organize recruiting processes or manage requests for leave or sick notes. And much more! 4

5 Implementation and Managed Services With OTRS Business Solution 5 Managed you can 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. SILVER Max. 10 GOLD Max. 50 PLATIN Max. 200 * Setup and Configuration Configuration Remote or On-site System Provisioning (1 instance) OTRS::ITSM Modul P P P VPN, multiple LDAP Support Initiales Best-Practice Consulting & Trainings -- P P Optional* Operation Server virtual virtual vs. dedicated Daily Full-Backup (On Demand Restore) Firewall & Security Management SSL Encryption (OTRS & DBMS) High-Availability Environment ISO/IEC certified data center Test System Integration of external backends via VPN P P P P P P P P P Optional* -- P P Optional* -- P P * For optional services or more agents please contact sales@otrs.com for a separate proposal. 5

6 Basic Features The Stable and Configurable Basis for Your Success Die OTRS Business Solution 5 Managed consists of a broad and varied set of basic features and offers more than 1,441 configuration possibilities. Here are the most important ones: Ticket creation via Costumer Portal in Phone Fax Security & Permissions Team-Postboxes (Queues) Role & Permission Management Owner & Responsible-Assignment 2-factor-Authentication NEW Data Transmission via SSL Encoding via S/MIME & PGP Time Management Calendar & Business Hours Time Accounting Solution & Reminder Times Service Level Management with SLAs OTRS::ITSM Service Level Management Escalations Knowledge Management & Self Service FAQ/Knowledge Database OTRS Customer Portal Surveys Customer Information Center Performance Multiple Instances* Ticket-Management Ticket Prioritization & Assignment Ticket Transmission & Follow-up Service Catalog OTRS::ITSM CMDB OTRS::ITSM Configuration Management Split Tickets & Ticket Bulk Action Templates & Text Templates Signatures Configurable Notifications NEW Notes Attachments Automation & Processes Automatic Notifications Individual Ticket Fields Master/Slave Function OTRS Process Management OTRS::ITSM Change Management Look & Feel Usable for smartphone and tablets NEW Theme individualization Different Ticket Views Dashboard with Filter Options Multiselect Input Fields NEW Copy & Paste Images NEW OTRS::ITSM Modul Reporting Integration Generic Interface via SOAP+REST Generate Statistics with Previews NEW System Monitoring e.g. to Nagios CSV/PDF Export SAP, baramundi, BMC, CTI Connectors Display in Dashboard XSLT Mapping NEW * For optional services or more agents please contact sales@otrs.com for a separate proposal. 6

7 Exclusive Cloud Services of the Business Solution 5 Managed The OTRS Business Solution 5 Managed offers you a series of exclusive Business Features that allow you to work faster, connect better with other systems and take your customer services to the next level! Ticket Creation Chat Offer your customers an additional, interactive communication channel: In the agent frontend open chats can be answered directly and saved audit-proof in the ticket. Watch and reply to several chats at the same time with the useful multiple chat view and carry out group chats efficiently. Ticket-Management Ticket Notification View NEW Use the OTRS Business Solution Managed without your client, as this view gives you a structured overview of all ticket notifications which have been sent to you from the system. New notifications are marked with an asterisk and can be tagged and displayed after viewing with read. Contact with Data Improve and individualize basic customer contact information by adding additional data such as bank account details in a specific dynamic field directly in the ticket. Knowledge Base & Self Service Field Selection Dialog Support your customers when choosing the right SLAs and inform them about the expected time for request resolution through a notification dialogue. A smooth translation of the dialogue is also possible. 7

8 Automation & Processes Process templates for incidents, orders, requests for leave NEW Process templates ready for importing help you create processes for solving incidents, ordering material required for work and dealing with applications for leave more quickly and easily with a proven basis. Look & Feel Ticket Timeline View View more details at a glance! The Ticket Timeline View not only shows tickets in chronological order according to creation time, but also organizes incoming messages onto the right and outgoing messages onto the left side. Searching for specific ticket information is now much easier, especially in long threads. Article Attachment Overview Carry out searches more efficiently with a perfect overview of all ticket attachments in your OTRS system no matter how many! Reporting Report Generator NEU Generate convincing PDF reports with selected statistics that you can compile and combine with a click. Integration Dynamic Field Database Integrate external data from any number of external databases, e.g. ERP, CRM, Tracking or other ticket systems, and view it in specific dynamic fields. 8

9 Additional Freely Selectable OTRS Business Solution 5 Managed Features Equip your OTRS Business Solution 5 Managed with additional, freely selectable features according to your individual requirements and thus adapt it perfectly to your unique operating scenario. Features do not require customizing, can be easily added and removed and come with guaranteed updates! SILVER Max. 10 GOLD Max. 50 PLATINUM Max. 200 * Amount 3 7 Unlimited Selectable SILVER Features P P P Selectable GOLD Features Selectable PLATINUM Features -- P P P Porting of free selectable Features P P P * For optional services or more agents please contact sales@otrs.com for a separate proposal. Very popular Features: SILVER Service-based Queue Routing Set recommended queues for services, so if a configured service is selected only the configured queues are shown. GOLD Ticket Allocation Allocates tickets automatically to agents that have resources or suitable competencies. SILVER Ticket Workflow Easily define business workflow templates for common tasks. GOLD Ticket Forms Defines forms, i.e. a set of additional attributes (Dynamic Fields), for phone and tickets. GOLD CIs in Customer Frontend Uses the attribute of your CI classes and makes CIs visible in the OTRS Customer Portal. PLATINUM Advanced Escalations Create custom escalation types and bundles for different customers or SLAs as well as suspend and resume escalations. 9

10 Depending on your package you can choose following OTRS Business Solution Managed Features. If your requirements change, we can uninstall the features you no longer need and you can simply pick new ones instead. SILVER max. 3 Advanced Ticket Split Custom Contact Fields Customer Activity Widget Customer Interface Link Object Customer-specific Services Dashboard News Widget Delete Attachements Restore Pending Information Service Categories Service-based Queue Routing State Preselection based on Response Templates Tag Cloud Ticket Time Unit Dropdown Ticket Watchlist Ticket Workflow (also for OTRS::ITSM*) Time Accounting Quota VIP Customer Adjust Sort Ticket Overview Advanced Editor Advanced Generic Agent Agent Interface Categories for Text Modules Change Write Protection CI Assignment Attribute Dynamic Field Map* CI Custom Search* CIs in Customer Frontend* Dynamic Field Attachment Dynamic Field Config Item Dynamic Sender Addresses Escalation Suspend Hide/Show Dynamic Fields ITSM Config Item Reference* Openbook Customer Backend Process Management Article Queue Responsible Restrict Customer Data View Specific Ticket Notifications Ticket Allocation Ticket Forms Ticket Queue Selection Advanced Escalations Cache Memcached Fast Extended Ticket Stats Resource Allocation 1 Requires OTRS::ITSM Find a description of all Features starting on page 14. Not all Features are compatible. For any questions regarding compatibility, do not hesitate to contact our sales team at sales@otrs.com 10 GOLD max. 7 Advanced Ticket Split Custom Contact Fields Customer Activity Widget Customer Interface Link Object Customer-specific Services Dashboard News Widget Delete Attachements Restore Pending Information Service Categories Service-based Queue Routing State Preselection based on Response Templates Tag Cloud Ticket Time Unit Dropdown Ticket Watchlist Ticket Workflow (also for OTRS::ITSM*) Time Accounting Quota VIP Customer Adjust Sort Ticket Overview Advanced Editor Advanced Generic Agent Agent Interface Categories for Text Modules Change Write Protection CI Assignment Attribute Dynamic Field Map* CI Custom Search* CIs in Customer Frontend* Dynamic Field Attachment Dynamic Field Config Item Dynamic Sender Addresses Escalation Suspend Hide/Show Dynamic Fields ITSM Config Item Reference* Openbook Customer Backend Process Management Article Queue Responsible Restrict Customer Data View Specific Ticket Notifications Ticket Allocation Ticket Forms Ticket Queue Selection Advanced Escalations Cache Memcached Fast Extended Ticket Stats Resource Allocation PLATINUM Unlimited Advanced Ticket Split Custom Contact Fields Customer Activity Widget Customer Interface Link Object Customer-specific Services Dashboard News Widget Delete Attachements Restore Pending Information Service Categories Service-based Queue Routing State Preselection based on Response Templates Tag Cloud Ticket Time Unit Dropdown Ticket Watchlist Ticket Workflow (also for OTRS::ITSM*) Time Accounting Quota VIP Customer Adjust Sort Ticket Overview Advanced Editor Advanced Generic Agent Agent Interface Categories for Text Modules Change Write Protection CI Assignment Attribute Dynamic Field Map* CI Custom Search* CIs in Customer Frontend* Dynamic Field Attachment Dynamic Field Config Item Dynamic Sender Addresses Escalation Suspend Hide/Show Dynamic Fields ITSM Config Item Reference* Openbook Customer Backend Process Management Article Queue Responsible Restrict Customer Data View Specific Ticket Notifications Ticket Allocation Ticket Forms Ticket Queue Selection Advanced Escalations Cache Memcached Fast Extended Ticket Stats Resource Allocation

11 Services of the OTRS Business Solution 5 Managed Focus on your goal and your customers we ll do the rest. A highly trained and perfectly coordinated crew is ready to take care of all updates and manage your OTRS system reliably. The following services are included in the OTRS Business Solution 5 Managed SILVER Max. 10 GOLD Max. 50 PLATINUM Max. 200 * Application Administration OTRS Application Administration Service 8 hours/month 10 hours/month 12 hours/month Services Qualified Bug Review (per contract period) Remote Updates** P P P Support for OTRS Generic Interface (per period) -- 3 requests per period 5 requests per period OTRS Service Portal P P P Service Manager -- Optional* P Exklusiver Zugang zu Webinaren P P P Service Level Service Level Window (SLW)** Mon. - Fri. 9:00-17:00 Excluding Holidays Mon. - Fri. 8:00-20:00 Excluding Holidays 24/7/365 Permitted Service Requests (per contract period) Max. Response Time Unlimited In Service Level Window...Critical Impact Incidents 4 hours 2 hours 0,5 hours...medium Impact Incidents 1 day 4 hours 2 hours...low Impact Incidents 2 days 1 day 1 day 11

12 SILVER Max. 10 GOLD Max. 50 PLATINUM Max. 200 * Service Level (continued) Max. Resolution Time for Critical Infrastructure Incidents Max. Resolution Time for Incidents with Critical Impact Exclusive Customer Phone Support 8 hours 8 hours 4 hours day -- During Business Hours 24/7/365 Save Transition Out Handover of Application Handover of Configuration P P P P P P Handover of Database P P P * For optional services or more agents please contact sales@otrs.com for a separate proposal. ** US Pacific Time (PST), Hong Kong Time (HKT) or Central European Time (CET), excluding public holidays. 12

13 Pricing OTRS Business Solution 5 Managed SILVER Max. 10 GOLD Max. 50 PLATINUM Max. 200 * 1 st year US$ EUR ( US$ 49 / 40 EUR per agent/month with 10 ) US$ 1, EUR ( US$ 33 / 26 EUR per agent/month with 50 ) from US$ 4,390 up 2 from EUR up 2 ( from US$ 21 / 17 EUR up per agent/month with 200 ) + One-time Setup fee + US$ 1, EUR + US$ EUR + US$ EUR from 2 nd year onwards US$ EUR US$ 1, EUR from US$ 4,390 up 2 from EUR up 2 2 Please contact sales@otrs.com for an individual proposal. Per month, contract term 1 year SMS Messaging Packages FREE SMS Small SMS Medium SMS Large SMS only For New Customers 3 US$ 1, EUR US$ 3, EUR US$ 5, EUR 3 With order of an OTRS Business Solution Managed from Sept 29-Dec 31, Prices (one-off, without a fixed term, SMS don t expire, unlimited reorder) Discounts & optional Services SILVER Max. 10 GOLD Max. 50 PLATINUM Max. 200 * Discount on Custom OTRS Developments Discount on Migration of OTRS Custom Developments Discount on Consulting day-rate Discount on Public OTRS Trainings -- 5% 10% 5% 10% 15% -- 20% 30% 30% 60% 100%*** Scheduled On-site Consulting Visits Optional* Scheduled OTRS Environment and Performance Reviews Optional* * For optional services or more agents please contact sales@otrs.com for a separate proposal. *** Per contract period 1 voucher for a Puplic OTRS Training for 2 persons. 13

14 Description of the freely selectable OTRS Business Solution Managed Features SILVER contract level Features Advanced Ticket Split Makes it possible to split every type of ticket: phone tickets, tickets and process tickets. Custom Contact Fields Allows storing of external customer database entries in the dynamic field type customer in a ticket. Customer Activity Widget Customer Interface Link Object Makes it possible to see the number of open, locked and escalated tickets of defined customers. Shows linked objects in the OTRS customer portal, for example other tickets or FAQ articles. Customer-specific Services Makes it possible to assign services to Customer IDs or Customer Users so that only the assigned service is displayed when a ticket is created in the OTRS Customer Portal and only the appropriate SLAs are valid. Dashboard News Widget Informs your agents about events, new innovations or special offers related to your business. Delete Attachments Allows you to delete attachments from tickets closed within a specific time span. Restore Pending Information With this feature, your agents can save time on recurring requests of customers by selecting the pending state again so the corresponding fields time, title and text are automatically filled in with the previously entered dates. Service Categories Assign Ticket Types to services via an additional frontend. Service based Queue Routing State Preselection based on Response Templates Set recommended queues for services, so if a configured service is selected only the configured queues are shown. Makes it possible to automatically define the status that a ticket should have after sending a response template. Tag Cloud Gives a quick overview of the Tags used for tickets. Ticket Time Unit Dropdown Enables the usage of defined time unit dropdown fields in tickets. Ticket Watchlist Allows you to manage several watchlists. A ticket agent defines watchlists and assigns tickets to them. The agent then has an overview of all tickets within the watchlist for easier management. Ticket Workflow (also for OTRS::ITSM) Allows you to easily define business workflow templates for common tasks. A task that is dependent on preceding tasks will not appear in the queue until the preceding tasks are closed. Time Accounting Quota VIP Customer Users Makes it possible to assign time quotas and reference numbers, such as Purchase Order numbers, to customers. Additionally, agents can record the working time for the customer in the ticket view and the customer can see the status of the quota in the customer portal. Define specific customer users as VIP and assign corresponding service level agreements. 14

15 Adjust Sort Ticket Overview GOLD contract level Features Makes it possible to further adjust the columns in the Agent Ticket Overview Small view. Advanced Editor Advanced Generic Agent Advanced Interface Allows the insertion of TemplateToolkit code snippets in templates for OTRS. Offers the additional option to set relative or no date (empy field) in a dynamic field of the type date/ date time. Enables agents to work on tickets via without logging into OTRS. Categories for Text Modules Allows you to consolidate certain text modules by category and browse through categories by expanding or minimizing them with a mouse click. Change Write Protection Makes it possible to hide changes and workorders in certain states to prevent further changes. CI Assignment Attribute Dynamic Field Map Makes it possible to assign a service, a SLA and a mapping of dynamic fields to a CI by linking them. CI Custom Search Adds a custom search for Config Items regardless of CI classes. CIs in Customer Frontend Uses the attribute of your CI classes and makes CIs visible in the OTRS Customer Portal. Dynamic Field Attachment Makes it possible to create dynamic fields that can store attachments. Dynamic Field Config Item Adds a dynamic field type to add config item values to tickets and link them automatically. Dynamic Sender Addresses Enables the insertion of a sender -address other than the default. This sender -address will be inserted into outbound tickets. Escalation Suspend Hide/Show Dynamic Fields Define ticket states that automatically pause escalations, for example waiting for 3rd party. Based on ACLs you can use this feature to show and hide specific dynamic fields depending on the context. ITSM Config Item Reference Openbook Customer Backend Makes it possible to hierarchical assign and automatically link CIs, Services with CIs and agents with CIs. Provides a readonly customer backend for customer users of Talligent s openbook. Process Management Article Queue Responsible Enables sending OTRS Process Management articles as s. Allows you to assign a responsible for a queue. Restrict Customer Data View Specific Ticket Notifications Makes a defined access possible with the assignment of customer IDs to partner IDs. Allows agents to receive individual, event-based notifications in addition to standard notifications. 15

16 GOLD contract level Features (continued) Ticket Allocation Allocates tickets automatically to agents that have resources or suitable competencies. Ticket Forms Defines forms, i.e. a set of additional attributes (Dynamic Fields), for phone and tickets. Ticket Queue Selection Newly created tickets can be added automatically to configured queues using keywords. PLATINUM contract level Features Advanced Escalations Cache Memcached Fast Extended Ticket Stats Resource Allocation Create custom escalation types and bundles for different customers or SLAs as well as suspend and resume escalations. Allows the use of a memory backend for the caches used in OTRS. It allocates the entire cache through the Round-Robin method to several Memcached servers. Offers the possibility of enhanced ticket statistics that, based on the duration of a ticket stay, can help identify vulnerabilities. Makes it possible to schedule agents based on tickets and workorders. 16

17 Main Features of OTRS Business Solution Managed OTRS Business Solution Managed VPN, multiple LDAP Support Dedicated Servers Daily Full-Backup (On demand Restore) Firewall & Security Management SSL Encription (OTRS & DBMS) High Availability- Umgebung For OTRS Business Solution Managed GOLD and PLATINUM you can select to secure traffic from and to OTRS using VPN tunnelling. And / or you may connect OTRS to multiple LDAP database backends. OTRS Business Solution Managed GOLD and PLATINUM are run on dedicated server hardware to fulfill the highest manageability, accessibility, performance and data privacy requirements. Automated daily full-backups are performed of your OTRS data and system configuration. You may select near real-time backups to be conducted. For a restore of data or configuration please contact our Service Desk through the OTRS Service Portal. Your OTRS Business Solution Managed environment is hosted and managed in our data centers at a high security level, compliant to ITIL best practices for security management. All access connections to your OTRS Web-GUIs (agents and customer frontends) as well to the OTRS database are secured through SSL Encryption. If you re using OTRS Business Solution Managed for critical business purposes, such as a large customer base with extreme traffic or covering multiple timezones, we offer proven High Availability Environments for zero downtime as an option to the OTRS Business Solution Managed PLATINUM-Level. Services Qualifizierte Bug Reviews Remote Patch Level Updates Remote Minor Release Updates Remote Security Patch Updates Remote Major Release Updates Support für OTRS Generic Interface According to your contract level you can report us an amount of bugs that are critical to your business. Qualified Bug Reviews will be done by our developers. OTRS Business Solution Managed customers will quickly receive a patch for any reviewed and confirmed bug. OTRS Business Solution Managed customers receive updates (installed by OTRS on the managed environment) when an OTRS patch level is released. Within a contract term, we will provide and remotely install up to two OTRS 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. In case of any security-related issues, OTRS Business Solution Managed 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, OTRS Business Solution Managed customers will be informed and their system will be updated (according to prior agreement). OTRS Business Solution Managed customers get one major release release update within their contract period. Professional support from our developers in technical issues regarding the integration of third-party systems by GI. 17

18 Services (continued) Additional OTRS Instance OTRS Business Solution Managed contracts 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.). Service Level Response Time Resolution Time Impact Level Definition The Response Time starts immediately with a submission of an incident report (i.e. and outage of your OTRS system) or a service request (request for functional or technical advice and service) in the OTRS Service Portal. If a request arrives outside the Service Level Window (SLW), the response time starts at the beginning of the next SLW. For OTRS Business Solution Managed PLATINUM customers facing a critical problem with OTRS: The Resolution Time starts immediately with submission of an incident report or service request in the OTRS Service Portal. For adherence of the Resolution Time limit, it is required to provide OTRS all information with the incident report or service request (i.e. status information on the affected OTRS instance, log files etc.) to analyze the root cause and let OTRS Service Engineers resolve the problem in a timely manner. The customer contacts are required to assist the OTRS Service Engineers and to co-operate 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. Level 3 - Critical Impact: Represents a critical functional problem (i.e. bug) in the customer s OTRS software. Examples include: complete loss of service even after a restart has been performed, production systems that have crashed, or a production system that hangs indefinitely without an infrastructure incident being the cause. No workaround is available. The customer cannot continue essential operations. Level 2 - Medium Impact: Represents a medium impact functional problem in the customer ś OTRS software. Essential operations are seriously disrupted, but a workaround exists which allows for continued operations. Level 1 - Low Impact: Represents a lower impact functional problem in the customer s OTRS software 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 for requests for new products or features, enhancements or modifications. There is no impact on the accessibility or performance of a production system. Accessibility Support Contacts You may appoint two (2) named contacts to submit incident reports and service requests on behalf of your organization. Please provide phone information to let OTRS Service Engineers contact you for accelerated resolution of incidents or service requests. 18

19 Accessibility (continued) OTRS Service Portal Easily submit incident reports and service requests to our service experts through the OTRS Service 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 Service Portal. All incident reports and service requests must be submitted through the OTRS Service Portal in order to guarantee the agreed response times and resolution times. 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 Service Portal. Application Administration OTRS Application Administration Service User, groups, roles and permission management. Administration of the queue and permission structure to map your service organisation. Text module and answer template administration in compliance with your instructions. Service and SLA administration. OTRS configuration according to your business process requirements ( SysConfig, Config.pm ). Administration of OTRS frontend features, e.g. modification of OTRS according to your corporate design. The hours per month for the application administration service is based on the service certificate chart and includes basically all tasks, which can be displayed by the administrator frontend trough SysConfig-Parameters or the config.pm by OTRS. Software development (except changes to your theme) in OTRS is not included in the service and requires, as well as administration time that exceeds the monthly quota, an individual order. Discounts & optional Services Discount on OTRS Custom Developments Discount on Migration of OTRS Custom Developments Scheduled On-site Consulting Visits OTRS Business Solution Managed customers receive a discount on any development ordered at and confirmed by OTRS Group within a OTRS Business Solution Managed contract term. OTRS Business Solution Managed customers with individual code enhancements programmed by OTRS Group receive a discount on any ported feature (e.g. during a release update). Consultative Services are a proactive approach designed to plan and build your OTRS solution based on our best-practices and to help you avoid critical outages during the production phase. Our functional and technical consultants visit you on-premise for OTRS related workshops, evaluation, functional and technical design, implementation, installation, migration, reviews and training. Especially for larger-scale projects we offer extensive process design and project management expertise. 19

20 Discounts & optional Services (continued) Scheduled OTRS Environment and Performance Reviews Service Manager Exclusive Customer Phone Support If you would like OTRS experts advice on platform selection and server configuration targeting your unique usage patterns, we can review your OTRS configuration and system information, server and OS configuration, or platform selection to make recommendations for optimal performance. A dedicated Service Manager is assigned for you taking care of specific demands and service requirements regarding OTRS. GOLD and PLATINUM OTRS Business Solution Managed customers additionally have exclusive phone access to the OTRS Service Engineers. 20

21 Contact us Website: North America OTRS Inc Stevens Creek Blvd. Cupertino, CA USA T: F: Latin America OTRS S.A.de C.V. Av. Insurgentes Sur 863, Piso 7 Col. Nápoles Mexico City Mexico T: Europe OTRS AG Norsk-Data-Straße Bad Homburg Germany OTRS AG Bahnhofplatz 1a Straubing Germany OTRS B.V. Schipholweg XC Leiden Netherlands T: F: Asia Pacific OTRS Sdn. Bhd. A-32, Menara Allianz Sentral 203 Jalan Tun Sambanthan Kuala Lumpur Malaysia T: F: OTRS Ltd. Level 6 28 Hennessy Road Admiralty Hong Kong T: