OTOBO | MAKE PEOPLE SMILE. IT’S EASY.

Support

Quick assistance and expert advice with system operation

SUPPORT

Benefits

On-demand consulting
We promptly address service requests regarding configuration, processes, utilities, or backups with competence and speed.
You retain data sovereignty
In on-premise operation, you maintain full control over all your data.

GDPR compliance
GDPR compliance when handling personal data in OTOBO – check!
Expert Know-how from the manufacturer
As the manufacturer of OTOBO, we leverage the collective expertise of our teams to address your inquiries promptly and effectively.

Reliable immediate assistance

When things are at standstill, you need fast and reliable assistance. With us, you won’t be stuck in an anonymous hotline. We know your processes, systems, and can intervene directly to provide optimal support.

Implementing new requirements

You want to implement new requirements or adapt existing ones and have questions, we’re here to assist you. Through the support portal, you have access to our expert know-how anytime.

On-premises operation

Running OTOBO on your own infrastructure, you retain full control. And we’re at your side – whether it’s questions about system configuration, performance optimization, or backup & recovery.

SUPPORT

Service Plans

A properly dimensioned service plan helps ensure smooth operation of your service management platform.

3.900€pro Jahr

Mon.-Fri.
9:00AM - 5:00PM*
Email • Phone • Self-Service Portal
Initial assessment
Remote Support
Service Agents: unlimited
Support Users: 2
Incidents: unlimited
Service Requests: 10
Time contingent/Service Request: 0,5 hrs.
Responsetime: 4 hrs.*
Production system: 1
Test system: –
Development system: –
–
Not yet released Add-ons
Release Notes via Email
Security Patch update:
with separate commission
Patch Update:
with separate commission
Major|Minor release upgrade:
with separate commission
Bug escalation: –

Bestseller

9.900€pro Jahr

Mon.-Fri.
9:00AM - 8:00PM*
Email • Phone • Self-Service Portal
Initial assessment
Remote Support
Service Agents: unlimited
Support Users: 4
Incidents: unlimited
Service Requests: 35
Time contingent/Service Request: 1 hrs.
Responsetime: 2 hrs.*
Production system: 1
Test system: 1
Development system: –
–
Not yet released Add-ons
Release Notes via Email
Installing
Security Patch updates (remote)**
Patch Update:
with separate commission
Major|Minor release upgrade:
with separate commission
Bug escalation: yes

24.500€pro Jahr

24/7/365
Email • Phone • Self-Service Portal
Initial assessment
Remote Support
Service Agents: unlimited
Support Users: 6
Incidents: unlimited
Service Requests: 100
Time contingent/Service Request: 2 hrs.
Responsetime: 0,5 hrs.*
Production system: 1
Test system: 1
Development system: 1
High-Availability (HA) Cluster
Not yet released Add-ons
Release Notes via Email
Installing
Security Patch updates (remote)**
Installing
Patch updates (remote)**
Installing
Major|Minor release upgrade (remote)***
Bug escalation: yes

* CET (Central European Time), excluding German public holidays
** For systems with extensive customer-specific customizations, a complexity-based surcharge may be agreed upon
*** Porting of add-ons may be subject to an additional charge

“Rother OSS means 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.”

M. W.IT-Systemadministrator, ECOVIS BayLa-Union GmbH Steuerberatungsgesellschaft

“We have known and valued ROTHER OSS for many years as 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.”

Markus GretlerManager After Sales Service, BERNINA International AG

SERVICE EXCELLENCE

Support

Benefits

On-demand consulting

You retain data sovereignty

GDPR compliance

Expert Know-how from the manufacturer

Reliable immediate assistance

Implementing new requirements

On-premises operation

Service Plans

Entry

Professional

Enterprise

Take the next step

Request a custom quote

Company

Software

Services

Community