OTOBO | MAKE PEOPLE SMILE. IT’S EASY.

OTOBO Managed Service

Focus on your business, we take care of the infrastructure and operation of OTOBO.

You save on investing in your own infrastructure and the effort of administration. At the same time, you retain control over your data and benefit from the convenience of a fully managed environment. Of course, you still have access to the source code and no restrictions on the number of users.

MANAGED SERVICES

Benefits

  • On-demand consulting

    We promptly and competently address your service inquiries regarding configuration, processes, utilities, backups, and more.

  • You retain data sovereignty

    We operate your OTOBO system in a secure German data centre, you retain full control over all your sensitive data.

  • GDPR compliance

    With OTOBO, you ensure compliance and adhere to important legal regulations such as the GDPR.

  • Migration included

    We migrate your existing system to the managed server. If necessary, even outside of business hours.

  • Reliable immediate assistance

    We monitor your system and are immediately available to ensure the shortest possible disruption of a service if necessary.

  • Expertise from the manufacturer

    As the manufacturer of OTOBO, we draw on the combined expertise of our entire organisation. This saves time when it comes to restoring disrupted services or implementing new requirements.

  • You save on IT costs

    Not only do you save the investment in the necessary IT infrastructure and the effort required to administer OTOBO, you also benefit from high service availability and the productivity of your teams.

Managed Services | OTOBO 1

Managed OTOBO

Regardless of whether it’s Professional or Enterprise, all Managed SLAs ensure quick assistance in case of emergencies, support for implementing new requirements, rapid access to expert know-how, and a system that is always up to date.

Managed Services | OTOBO 2

Managed Server

With Managed OTOBO, we provide you with a ready-to-use instance on a virtual or dedicated physical server in a German data center and take care of the administration for you. The first server is included in the service plan, and you can always add additional servers as needed.

Managed Services | OTOBO 3

Secure and GDPR compliant

You retain full control over your data in the German data center – GDPR-compliant and secure.

MANAGED SERVICES

Service Plans

Smooth and secure operation of your service management platform and its associated infrastructure, we take care of it.

virtual

Professional

11.400€Per Year
  • Mon. - Fri.
    8:00AM - 8:00PM    1
  • Email • Phone • Self-Service Portal • Remote Support
  • Concurrent Agents:
    unlimited
  • Support Accounts: 4
  • Incidents:
    unlimited
  • Service Requests: 35
  • Time per Service Request: 1 hrs.
  • Response time: 2 hrs.1/2
  • –
  • Installation of OTOBO Hotfix/Security Patch
    update: included3
  • OTOBO Patch update:
    at extra charge
  • Minor/Major Release upgrade:
    at extra charge
  • Access to not yet released Add-ons
  • Bug escalation
  • Virtual Server
    German data center • min. 4 vCPU • 16GB RAM • 160GB Webspace • 100Mbit/s connection
  • Continuous updates of operating system and basic software components included.
  • Server monitoring included
  • Availability:
    99.9% p.a.
  • Recovery time:
    max. 4 hrs.
  • Daily backups | Shorter intervals at an extra charge
  • Additional virtual Server
    1,500 EUR per year
dedicated

Professional Plus

12.900€Per Year
  • Mon. - Fri.
    8:00AM - 8:00PM    1
  • Email • Phone • Self-Service Portal • Remote Support
  • Concurrent Agents:
    unlimited
  • Support Accounts: 4
  • Incidents:
    unlimited
  • Service Requests: 35
  • Time per Service Request: 1 hrs.
  • Response time: 2 hrs.1/2
  • –
  • Installation of OTOBO Hotfix/Security Patch
    update: included3
  • OTOBO Patch update:
    at extra charge
  • Minor/Major Release upgrade:
    at extra charge
  • Access to not yet released Add-ons
  • Bug escalation
  • Dedicated Server
    German data center • min. Hexa-Core CPU • 64GB RAM • 2 x 1TB NVMe SSD (RAID 1 array) • 1Gbit/s connection
  • Continuous updates of operating system and basic software components included.
  • Server monitoring included
  • Availability:
    99.9% p.a.
  • Recovery time:
    max. 4 hrs.
  • Daily backups | Shorter intervals at an extra charge
  • Additional dedicated Server
    3,000 EUR per year
virtual

Enterprise

26.000€Per Year
  • 24/7/365
  • Email • Phone • Self-Service Portal • Remote Support
  • Concurrent Agents:
    unlimited
  • Support Accounts: 6
  • Incidents:
    unlimited
  • Service Requests: 100
  • Time per Service Request: 2 hrs.
  • Response time: 0.5 hrs.1/2
  • Resolution time: 8 hrs.1/2
  • Installation of OTOBO Hotfix/Security Patch
    update: included3
  • Installation of OTOBO Patch
    update: included3
  • Installation of Minor/Major Release
    upgrade: included3
  • Access to not yet released Add-ons
  • Bug escalation
  • Virtual Server
    German data center • min. 4 vCPU • 16GB RAM • 1TB Web storage • 100Mbit/s connection
  • Continuous updates of operating system and basic software components included.
  • Server monitoring included
  • Availability:
    99.9% p.a.
  • Recovery time:
    max. 4 hrs.
  • Daily backups | Shorter intervals at an extra charge
  • Additional virtual Server
    1,500 EUR per year
dedicated

Enterprise Plus

27.500€Per Year
  • 24/7/365
  • Email • Phone • Self-Service Portal • Remote Support
  • Concurrent Agents:
    unlimited
  • Support Accounts: 6
  • Incidents:
    unlimited
  • Service Requests: 100
  • Time per Service Request: 2 hrs.
  • Response time: 0.5 hrs.1/2
  • Resolution time: 8 hrs.1/2
  • Installation of OTOBO Hotfix/Security Patch
    update: included3
  • Installation of OTOBO Patch
    update: included3
  • Installation of Minor/Major Release
    upgrade: included3
  • Access to not yet released Add-ons
  • Bug escalation
  • Dedicated Server
    German data center • min. Hexa-Core CPU • 64GB RAM • 2 x 1TB NVMe SSD (RAID 1 array) • 1Gbit/s connection
  • Continuous updates of operating system and basic software components included.
  • Server monitoring included
  • Availability:
    99.9% p.a.
  • Recovery time:
    max. 4 hrs.
  • Daily backups | Shorter intervals at an extra charge
  • Additional dedicated Server
    3,000 EUR per year

1 Service Hours: CET/CEST excluding German public holidays
2 Response and resolution times: for Priority 3 Critical Incidents, within service hours
3 Upgrades: Porting of add-ons may incur an additional fee

“Rother OSS – help is just a call away. Whenever we have change requests, issues, or inquiries, we receive quick support. Even last-minute configuration changes are implemented promptly and, most importantly, explained. This allows us to always have control over our system and handle minor changes ourselves if needed.”

Managed Services | OTOBO 4

“We have known and valued ROTHER OSS for many years as a competent and cooperative partner in all matters related to OTRS and now OTOBO. Their expertise is always provided effectively and at economical rates. And when there’s an urgent issue, immediate help is reliably available.”

Managed Services | OTOBO 5
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