OTOBO | MAKE PEOPLE SMILE. IT’S EASY.
Support
Quick assistance and expert advice with system operation
On-demand consulting
We promptly address service requests regarding configuration, processes, utilities, or backups with competence and speed.
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.
Entry
3.900€pro Jahr
- Mon.-Fri. 9:00AM - 5:00PM 1
- Service Agents: unlimited
- Email • Phone • Self-Service Portal
- Support users: 2
- Incidents: unlimited
- Service Requests: 10
- Initial assessment
- Remote Support
- Time per Service Request: 0,5 hrs.
- Responsetime: 4 hrs.1 / 2
- 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
Professional
9.900€pro Jahr
- Mon.-Fri. 9:00AM - 8:00PM 1
- Service Agents: unlimited
- Email • Phone • Self-Service Portal
- Support users: 4
- Incidents: unlimited
- Service Requests: 35
- Initial assessment
- Remote Support
- Time per Service Request: 1 hrs.
- Responsetime: 2 hrs.1 / 2
- Production system: 1
- Test system: 1
- Development system: –
- –
- Not yet released Add-ons
- Release Notes via Email
- Installing Security Patch updates (remote) 3 / 4
- Patch Update: with separate commission
- Major/Minor release upgrade: with separate commission
- Bug escalation: yes
Enterprise
24.500€pro Jahr
- 24/7/365
- Service Agents: unlimited
- Email • Phone • Self-Service Portal
- Support users: 6
- Incidents: unlimited
- Service Requests: 100
- Initial assessment
- Remote Support
- Time per Service Request: 2 hrs.
- Responsetime: 0,5 hrs.1 / 2
- 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) 3 / 4
- Installing Patch updates (remote) 3 / 4
- Installing Major/Minor release upgrade (remote) 3 / 4
- Bug escalation: yes
1 CET (Central European Time), excluding German public holidays
2 Mission critical incidents
3 For systems with extensive customer-specific customizations, a complexity-based surcharge may be agreed upon
4 Porting of add-ons may be subject to an additional charge
SERVICE EXCELLENCE