Business Support and Training for OTRS
Stefan Wintermeyer <[email protected]>
| Newsgroups | gmane.comp.otrs.announce |
|---|---|
| Message-ID | <[email protected]> |
Hi,
things are running quite well for the OTRS project. Here some news and
updates:
- Training
The http://www.linuxhotel.de/ is going to offer an OTRS admin
training. It will be a 5 day course which starts at the 24th
November. The real gurus can skip the first two days and buy the 3
last days only. The training will be made by OTRS core-devel-team
members. There is no online information yet. Feel free to contact me
to get some background info. A website wich additional info will be
available asap.
- Support => Early bird offer
Some already know it and some are already using it. Now we provide it
to all of you: An annual support package! It will be available for the
public in some 6 weeks but we offer a special early bird discount of
10% for you. To get this discount you have to write me an e-mail
within the next 10 days. Buying this support is good for you and it is
a nice way to support the project. Curious? Here are some details:
---cut---
OTRS Technical Support
OTRS Technical Support is designed to save time for those in charge of
trouble ticket systems and to ensure proper functioning of the system at
all times.
With OTRS support you can get answers to all your OTRS related questions
from the OTRS support team. The team solely consists of OTRS developers,
who code the OTRS. For busy tech staffs, this can save you considerable
time otherwise spent in research and experimentation. And as an extra
plus, if you encounter urgent problems with OTRS, you will get help ASAP.
Annual Support Packages
We offer four levels of technical support:
+-------------------------------------------------------------------------+
| | Standard | Advanced |
| | Customer | Customer |
|---------------------------------------------+-------------+-------------|
|Entry |Unlimited e-mail dialogue with team | EUR 1,500 | EUR 2,500 |
|Level |for 1 year | | |
|--------+------------------------------------+-------------+-------------|
|Primary |e-mail and login by team to your | EUR 4,000 | EUR 6,000 |
| |servers | | |
|--------+------------------------------------+-------------+-------------|
|Enhanced|e-mail, login, and telephone | EUR 9,000 | EUR 12,000 |
| |consultation | | |
|--------+------------------------------------+-------------+-------------|
|Premium |e-mail, login, and 24x7 telephone | EUR 35,000 | EUR 48,000 |
| |for emergencies | | |
+-------------------------------------------------------------------------+
The local VAT or Mehrwertsteuer has to be added. The invoice can be split
up into 12 shares (every month). Please add 5% for that.
Checklist of Features by Support Level
Here's a simple comparison chart summarizing the differences between the
several levels of technical support packages offered by the OTRS Support
Team.
+------------------------------------------------------------------------+
| |Entry Level|Primary|Enhanced|Premium|
|-----------------------------------+-----------+-------+--------+-------|
|Unlimited communication & personal | X | X | X | X |
|replies via e-mail | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Access via e-mail direct to | X | X | X | X |
|development engineers | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Escalation up to CTO when needed | X | X | X | X |
|-----------------------------------+-----------+-------+--------+-------|
|Advice on commands & utilities | X | X | X | X |
|-----------------------------------+-----------+-------+--------+-------|
|Advice on performance bottlenecks | X | X | X | X |
|-----------------------------------+-----------+-------+--------+-------|
|Advice on backup & recovery | X | X | X | X |
|-----------------------------------+-----------+-------+--------+-------|
|Advice on best database practises | X | X | X | X |
|-----------------------------------+-----------+-------+--------+-------|
|Advice on bugs, fixes, & upgrades | X | X | X | X |
|-----------------------------------+-----------+-------+--------+-------|
|Developer logins to your server for| | X | X | X |
|mission-critical help | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Online help with crashes & recovery| | X | X | X |
|(via e-mail) | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Online help with tuning & | | X | X | X |
|optimization (via e-mail) | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Online help with bugs, fixes, & | | X | X | X |
|upgrades (via e-mail) | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Includes all features of 'Login | | X | X | X |
|Installation' help | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Custom OTRS packages built & | | X | X | X |
|installed | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Check-up of OS kernel, library, & | | X | X | X |
|file system dependencies | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Check-up of database configuration | | X | X | X |
|-----------------------------------+-----------+-------+--------+-------|
|Max developer log-on & major | | 4 | 6 | 12 |
|project hours per month | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Live phone operators on duty at USA| | | X | X |
|and Germany dispatch center | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Phone us 9am-5pm Mon-Fri Frankfurt | | | X | X |
|time | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Phone us 9am-5pm Mon-Fri New York | | | X | X |
|time | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Phone replies from developers | | | X | |
|within 5 hours | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Phone replies from developers | | | | X |
|within 2 hours | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Request by name individual | | | X | X |
|developers | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Place emergency calls to developers| | | | X |
|24x7, 365 days/year | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|Replies to emergency calls in 90 | | | | X |
|minutes 24x7 | | | | |
|-----------------------------------+-----------+-------+--------+-------|
|One personal developer as your | | | | X |
|regular liaison | | | | |
+------------------------------------------------------------------------+
Checklist to Determine Standard or Advanced Customer Status
These criteria determine whether your use of OTRS qualifies you for the
Standard customer discount price, or whether you would pay the Advanced
customer full price. A Standard customer must fulfill *all* of the
Standard criteria below at time of ordering. Otherwise you would be an
Advanced customer.
Advanced customers are those using more advanced database features, large
scale systems, less common operating systems, or unique configurations.
The Standard or Advanced distinction affects only prices. For example all
"Entry Level" customers are entitled to the same amount of support whether
they paid the Standard or Advanced price.
+------------------------------------------------------------------------+
| | Standard Customer | Advanced Customer |
|-------------+-------------------------------+--------------------------|
|Target user |New, small, under development, |Mature, heavy usage, large|
|(in general) | or lightly used sites with | or capacity sites, and |
| | basic configurations. | sites with unique |
| | | configurations or less |
| | |common operating systems. |
|-------------+-------------------------------+--------------------------|
|OTRS version | 1.x.x releases | all releases |
|-------------+-------------------------------+--------------------------|
|OTRS | Use only a pre-built packages | Same, but also covers |
|installation | (e.g. RPMs or our | custom installed patches |
| |double-click-windows-installer)| |
| | from otrs.org OR from a major | |
| | os distributor (RedHat, SuSE, | |
| | Debian, etc.) | |
|-------------+-------------------------------+--------------------------|
|OTRS upgrade |Will upgrade or patch if asked | Major version upgrades |
| | by OTRS | optional |
|-------------+-------------------------------+--------------------------|
|Server OS |Linux, FreeBSD, Windows (XP/NT/| Linux, FreeBSD, Solaris, |
|platforms | 2000/Me) | Windows (XP/NT/2000/Me), |
| | | HP-UX, AIX, SCO , |
| | |Unixware, OpenUnix, Mac OS|
| | | X, Irix, OpenBSD |
|-------------+-------------------------------+--------------------------|
|used database| MySQL and Postgres (must be a |MySQL, Postgres and SAPDB |
| | reasonably current release) | (must be a reasonably |
| | | current release) |
|-------------+-------------------------------+--------------------------|
|used | Apache (versions 1.3.x and |Apache (versions 1.3.x and|
|webserver | 2.x.x) | 2.x.x) |
|-------------+-------------------------------+--------------------------|
|Server chip | x86 only | Any |
|architectures| | |
|-------------+-------------------------------+--------------------------|
|Server OS | Must be a reasonably current | Any release |
|version | release | |
|-------------+-------------------------------+--------------------------|
|Server OS, |Will upgrade or patch if asked | Major version upgrades |
|database and | by OTRS | optional |
|webserver | | |
|upgrade | | |
|-------------+-------------------------------+--------------------------|
|Servers | 3 or fewer | Up to 10 |
|running OTRS | | |
|-------------+-------------------------------+--------------------------|
|Server | 1 physical installation site | Max 3 physical |
|locations | | installation sites |
|-------------+-------------------------------+--------------------------|
|Customer | 1 | Max 3 |
|contact | | |
|persons | | |
|-------------+-------------------------------+--------------------------|
|Tickets per | Average 100 or less | Unlimited |
|day | | |
+------------------------------------------------------------------------+
---cut---
- conferences
There will be an OTRS talk at the LinuxWorld in San Francisco and in
Birmingham. I hope to see you there.
- weekend
Have a nice one! :-)
take care
Stefan
--
Stefan Wintermeyer
You are authorized to use all measures available to destroy the
Enterpise. (Starfleet Command)
"Star Trek"