Open Technology

Real Services

OTRS ITSM Best Practice Edition

On Premise
Our Best Practices are the right way for an organization to get started
using OTRS ITSM.
Leverage our expertise for a successful and ready to use implementation of our ITILV3
compliant IT Service Management solution OTRS ITSM 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

Benefits

Implementation Services
Patch Level and Minor Release Updates
ITIL compatible service operation
Measurable SLAs

Short implementation cycle due to best

practice services

Individual setup according to your specific

needs

Exclusive access to OTRS Feature Add-Ons

OTRS ITSM

OTRS Group

Is the leading IT-Service Management

Is the creator and source code owner

Platform

of OTRS

Is 100% open source with zero software

license fees

consulting capabilities

Is a highly flexible solution that allows you to

increase the efficiency and quality of your
service management

100,000 installations in 32 languages

2012 OTRS AG

Provides global implementation and

www.otrs.com

Offers custom solution development

services

Delivers global support services

OTRS ITSM: 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

Professional Edition

Enterprise Edition

Business size: small

Service criticality: low
Service level: low

Business size: medium

Service criticality: medium
Service level: medium

Business size: large

Service criticality: high

Basic

Service level: high

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

3 days

--

--

4 days

1 day

2 days

4 days

--

3 days

3 days

--

2 days

2 days

--

--

2 days

--

--

2 days

CMDB Design
Analysis of existing configuration management
and working collaboratively to employ various
options that fit the business.

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.

ITSM Administrator Training

Provides in-depth knowledge needed to install,
configure, customize, and maintain the OTRS
ITSM modules.

OTRS Key User Training

Get your OTRS Agent level users up to speed
quickly with OTRS Key User Training.

Change Builder Training

Enables efficiency in creating, managing and
supervising upcoming process, service and
infrastructure changes.

2012 OTRS AG

www.otrs.com

OTRS ITSM: Best Practice Edition - On Premise

Basic

Professional

Enterprise

Service Subscription
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 ****

Porting

Service Level Window (SLW) **

Service requests ***
(per contract term)

Maximum Response Time

for Incidents/Service Requests with

Maximum Resolution Time

for service requests with critical impact

Emergency Phone Support

OTRS Feature Add-Ons
extend your standard OTRS with powerful features

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

2012 OTRS AG

www.otrs.com

OTRS ITSM: Best Practice Edition - On Premise

Basic

Professional

Enterprise

--

5%

10%

5%

10%

15%

Implementation Services (one-time)

$5,505
3.780 EUR

$13,505
9.505 EUR

$32,005
15.705 EUR

Service Subscription (per year)

$4,995
3.995 EUR

$9,995
7.995 EUR

$29,995
23.995 EUR

Total (1st year)

$10,500
7.775 EUR

$23,500
17.500 EUR

$62,000
39.700 EUR

Total (subsequent years)

$4,995
3.995 EUR

$9,995
7.995 EUR

$29,995
23.995 EUR

Discount on custom OTRS developments

Initial development
Feature migration

Pricing

Contract term 12 months, auto renewing

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 AddOns to be included in your
Best Practise Edition at no extra charge. Please check our website for

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

2012 OTRS AG

www.otrs.com

International Office Locations

Regions
North America

Latin-/South America

OTRS Inc.

OTRS S.A.de C.V.

19925 Stevens Creek Blvd.

Cupertino, CA 95014-2358
USA

Oso 127 105

Col. Del Valle
03100 Mxico, D.F.
Mexico

T: +1 408 725 7501

F: +1 408 725 8885

Tel.: +52 55 5524 3171

OTRS Lab, S.A. de C.V.

Europe

Parque de Software, Mdulo A1,

Circuito Norte 100
Parque Industrial Zapotlan 2000
49000 Ciudad Guzmn, Jalisco
Mexico

OTRS AG
Norsk-Data-Strae 1
61352 Bad Homburg
Germany
T: +49 6172 681988 0
F: +49 6172 18076 90

Asia Pacific

OTRS AG

17-1B, Jalan Puteri 2/7

Europaring 4
94315 Straubing
Germany

Bandar Puteri

OTRS B.V.

T: + 603 8065 3323

OTRS Sdn. Bhd.

47100 Puchong, Selangor

Malaysia

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

T: + 852 3690 1503

Contact
Email:sales@otrs.com
Website: www.otrs.com

2012 OTRS AG

www.otrs.com