Open Technology Real Services

OTRS Help Desk Best Practice Edition On Premise

Our Best Practices are the right way for an organization to get started using OTRS Help Desk.
Leverage our expertise for a successful and ready to use OTRS Help Desk implementation on your own infrastructure. The solution includes a Service Subscription which guarantees a seamless business operation and grants access to expert know-how at any time. Choose the service plan that fits best to your business.

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 Help Desk

Is the leading Service Management Platform Is 100% open source with zero software
license fees

OTRS Group
Is the creator and source code owner
of OTRS

Provides global implementation and

consulting capabilities

Is a highly flexible solution that allows you to

increase the efficiency and quality of your service management

Offers custom solution development

services

100,000 installations in 32 languages

worldwide

Delivers global support services

2012 OTRS AG

www.otrs.com

OTRS Help Desk: Best Practice Edition - On Premise

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 Implementation Services

Professional

Enterprise

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.

2 days

2 days

4 days

Installation & Configuration

A consultant installs and configures OTRS on your platform according to your specific needs.

1 day

2 days

4 days

OTRS Administrator Training

Gives administrators in-depth knowledge on the skills to install, configure, customize, and maintain your OTRS solution.

--

2 days

3 days

OTRS Key User Training

Get your OTRS agent level users quickly up to speed.

--

--

2 days

Service Subscription
Get full ITIL compliant application support and reliable SLAs during operation. Resolution and Support Services Service Level Window (SLW) ** Service requests *** Mon - Fr 9am - 5pm 20 Mon - Fr 8am - 8pm 50 24/7/365 unlimited

2012 OTRS AG

www.otrs.com

OTRS Help Desk: Best Practice Edition - On Premise

Basic
Maximum Response Time Critical Impact Medium Impact Low Impact Maximum Resolution Time
for service requests with critical impact for Incidents/Service Requests with

Professional
Within SLW 2 hrs 4 hrs 1 day -Business hours

Enterprise
24/7/365 0,5 hrs 2 hrs 1 day 1 day

Within SLW 4 hrs 1 day 2 days ---

Emergency Phone Support OTRS Feature Add-Ons

extend your standard OTRS with powerful features

Exclusive Access Included **** Porting

P
1

P
2

P
4

Included release updates and bug escalations per contract term Remote Minor Release Updates * Remote Patch Level Updates * Remote Security Patch Updates * Bug Escalations OTRS Service Portal Discount on custom OTRS developments Initial development Feature migration -5% 5% 10% 10% 15% --

P P P
3

P P P
5

P
-1

2012 OTRS AG

www.otrs.com

OTRS Help Desk: Best Practice Edition - On Premise

Basic
Contract term 12 months, auto renewing Implementation Services (one-time)

Professional

Enterprise

Pricing

$4,255 2.670 EUR $4,995 3.995 EUR $9,250 6.665 EUR $4,995 3.995 EUR

$8,505 5.505 EUR $9,995 7.995 EUR $18,500 13.500 EUR $9,995 7.995 EUR

$15,005 9.005 EUR $29,995 23.995 EUR $45,000 33.000 EUR $29,995 23.995 EUR

Service Subscription (per year)

Total (1st year)

Total (subsequent years)

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. **** Depending on your service plan, you can select up to 4 OTRS Feature Add-Ons to be included in your Best Practise Edition at no extra charge. Please check our website for

appropriate OTRS Feature Add-Ons that can be selected in combination with your Best Practice Edition package. Additional OTRS Feature Add-Ons are exclusively available for Best Practice Edition customers at special prices.

2012 OTRS AG

www.otrs.com

International Office Locations

Regions
North America OTRS Inc. 19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA T: +1 408 725 7501 F: +1 408 725 8885 Europe OTRS AG Norsk-Data-Strae 1 61352 Bad Homburg Germany T: +49 6172 681988 0 F: +49 6172 18076 90 OTRS AG Europaring 4 94315 Straubing Germany OTRS B.V. Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200255 F: +31 71 8200254 Latin-/South America OTRS S.A.de C.V. Oso 127 105 Col. Del Valle 03100 Mxico, D.F. Mexico Tel.: +52 55 5524 3171 OTRS Lab, S.A. de C.V. Parque de Software, Mdulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmn, Jalisco Mexico Asia Pacific OTRS Sdn. Bhd. 17-1B, Jalan Puteri 2/7 Bandar Puteri 47100 Puchong, Selangor Malaysia T: + 603 8065 3323 OTRS Ltd. Rm 406, 4/F Boss Commercial Centre 28 Ferry Street, Jordon Kowloon Hong Kong T: + 852 3690 1503 Contact Email: sales@otrs.com Website: www.otrs.com

2012 OTRS AG

www.otrs.com