Best Practices. Best practice service plans. Get started the right way with OTRS Help Desk.

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1 Best Practices Best practice service plans. Get started the right way with OTRS Help Desk.

2 Our Best Practices are the right way for an organization to get started using OTRS Help Desk. Leverage our expertise for a successful OTRS Help Desk implementation on your own infrastructure. The solution includes a Service Contract which guarantees a seamless business operation and grants access to expert know-how at any time. Choose the service plan that fits your business best. Features Implementation Services Patch Level and Minor Release Updates ITIL compatible service operation Measurable SLAs Benefits Short implementation cycle due to best practice services Individual setup according to your specific needs Exclusive access to OTRS Feature Add-Ons OTRS Group is the creator and source code owner of OTRS Help Desk, the leading Service Management Platform. We provide global implementation and consulting capabilities, custom solution development services and global support services. OTRS has zero software license fees and is 100% Open Source. It offers a highly flexible solution that allows you to increase the efficiency and quality of your service management. OTRS has over 130,000 installations in 33 languages worldwide.

3 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 Business size: small Service criticality: low Service level: low Professional Edition Business size: medium Service criticality: medium Service level: medium Enterprise Edition Business size: large Service criticality: high Service level: high Basic Profesional Enterprise Pricing (Contract term 12 months, auto renewing) Max User (Agents) Implementation Services (one-time) $3, EUR $7, EUR $15, EUR Service Contract (per year) $4, EUR $9, EUR $29, EUR Total (first year) $8, EUR $17, EUR $45, EUR Total (subsequent years) $4, EUR $9, EUR $29, EUR Implementation Services Included best practice services remote or on-site* guarantee 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. Installation & Configuration A consultant installs and configures OTRS on your platform according to your specific needs. OTRS Administrator Training Gives administrators in-depth knowledge on the skills to install, configure, customize, and maintain your OTRS solution. OTRS Key User Training Get your OTRS agent level users quickly up to speed. Review & Optimization Re-evaluate and uncover unrealized potential within your OTRS solution 2 days 2 days 3 days 1 day 1 day 3 days -- 3 days 4 days day days

4 Basic Profesional Enterprise Service Contract Get full ITIL compliant application support and reliable SLAs during operation Resolution and Support Services Service Level Window (SLW) * Mon - Fri 9am - 5pm Mon - Fri 8am - 8pm 24/7/365 Service requests ** (per contract term) Discount on Consulting day rate Exclusive access to Webinars Discount on Public OTRS Trainings unlimited 0% 20% 30% P P P 30% 60% 100%*** Maximum Reponse Time for incidents/service requests with critical/medium/low impact Within SLW 4 hrs. / 1 day / 2 days Within SLW 2 hrs. / 4 hrs. / 1 day 24/7/ hr. / 2 hrs. / 1 day Maximum Resolution Time for critical impact service requests day Emergency Phone Support -- Business hours P OTRS Feature Add-Ons**** extend your standard OTRS with powerful features Exclusive Access P P P Included for free 2 5 Free choice of all OTRS Feature Add-Ons Porting for free P P P Included release updates and qualified bug reviews per contract term Remote Minor Release Updates * Remote Patch Level Updates * Remote Security Patch Updates * Remote Major Release Updates * Qualified Bug Reviews OTRS Service Portal P P P

5 Basic Profesional Enterprise Discount on custom OTRS developments Initial development -- 5% 10% Feature migration 5% 10% 15% Support for OTRS Generic Interface -- 3 requests per period 5 requests per period * 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. *** Per contract period you get a voucher for a Public OTRS Training for 2 persons. **** Please notice, that not all OTRS Feature Add-Ons are compatible with each other.

6 Contact us Website: North America OTRS Inc Stevens Creek Blvd. Cupertino, CA USA T: F: Europe OTRS AG Norsk-Data-Straße Bad Homburg Germany T: F: OTRS AG Bahnhofplatz 1a Straubing Germany OTRS B.V. Schipholweg XC Leiden The Netherlands T: F: Latin America OTRS S.A. de C.V. Av. Insurgentes Sur 863, Piso 7 Col. Nápoles Mexico City Mexico T: OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan Ciudad Guzmán, Jalisco Mexico Asia Pacific OTRS Sdn. Bhd. A-32 Menara NU, 203 Jalan Tun Sambanthan, Kuala Lumpur, Malaysia T: F: OTRS Ltd. Level 6, 28 Hennessy Road, Admiralty, Hong Kong T: