Organization. Security. Communication. Structure. Obviously This s Really Smart.

Transcription

1 s Organization. Security. Communication. Structure. Obviously This s Really Smart.

2 Your IT Service Management and Customer Service in Motion! Come aboard and let the OTRS Business Solution convince you with its usability for all smartphones and tablets always and everywhere designed for the mobile and flexible companies of today. With the OTRS Business Solution your company will pick up speed. Here s what awaits you: A proven all-rounder The Software With a professional team The Service Basic Features Consulting Business Features Training Freely selectable Features Reliable Customer Service Unlimited flexibility The Software Available in more than 35 languages Usable in all departments Development Finance I Marketing Internal IT I Sales Human Resources Popular & proven The Service Used by 170,000 companies worldwide In small-sized companies, at hidden champions & world-famous corporations In action in all fields 120 year of know-how altogether 2

3 Basic Features OTRS Business Solution offers a stable and individually configurable basis of features. The most important ones are: Ticket Creation via Customer Portal Phone Fax in Security & Permissions Team Postboxes (Queues) Role & Permission Management Owner & Responsible Assignment 2-Factor Authentication Data Transmission via SSL Encoding via S/MIME or PGP The use of public S/MIME Certificates from the LDAP NEW Encryption and Signing of Ticket Notifications NEW Decryption of encrypted s NEW Postmaster Filter for incoming encrypted s NEW Link Layer Columns NEW Information Floater NEW Ticket Management Ticket Priorization & Assignment Ticket Transmission & Follow-up Service Catalog OTRS::ITSM CMDB OTRS::ITSM Configuration Management Ticket Splitting & Merging Ticket Bulk Action Ticket Links Configurable Ticket Notifications Templates & Text Templates Signatures Notes Attachments Automation & Processes Automatic Notifications Individual Ticket Fields Master/Slave Function OTRS Process Management OTRS::ITSM Change Management Process Template: Vacation request NEW 3

4 Time Management Enhanced Calendar Functions NEW Definition of Business Hours Time Accounting Solution & Reminder Times Escalations Service Level Management with SLAs OTRS::ITSM Service Level Management Integration Generic Interface via SOAP+REST System Monitoring e.g. to Nagios SAP, baramundi, BMC & CTI Connectors 1 XSLT Mapping Look & Feel Reporting Generate Statistics with Previews CSV/PDF Export Display in Dashboard Knowledge Management & Self Service FAQ/Knowledge Database OTRS Customer Portal Surveys Customer Information Center Usable for Smartphones & Tablets Theme Individualization Different Ticket Views Dashboard with Filter Options Multiselect Input Fields Copy & Paste Images OTRS::ITSM Module Performance Multiple Instances 1 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 4

5 Business Features These exclusive Business Features are pre-installed in OTRS Business Solution and are immediately available. Communication Chat Offer your customers an additional, interactive communication channel: In the agent frontend open chats can be answered directly and saved audit-proof in the ticket. Watch and reply to several chats at the same time with the useful multiple chat view and carry out group chats efficiently. Audio-Video-Contact (EasyConnect) NEW Use a service based on WebRTC that establishes audiovisual contact via browser without switching devices. A simple click-to-call button creates a faster way of making visual contact. Only one click in the browser and the customer is connected with the right contact person immediately and completely free of charge, without the usual service charges collected by service hotlines. Ticket Management Notification Web View Use the OTRS Business Solution without your client, as this view gives you a structured overview of all ticket notifications which have been sent to you from the system. New notifications are marked with an asterisk and can be tagged and displayed after viewing with read. SMS Notification System Inform your agents and your customer reliably and attract their attention with text massages. This way, service employees on call or in the field can solve problems faster and customers can receive delivery dates, order statuses, passwords or travel details at all times directly on their mobile phone. Contact with Data Improve and individualize basic customer contact information by adding additional data such as bank account details in a specific dynamic field directly in the ticket. 5

6 Knowledge Base & Self Service Field Selection Dialog Support your customers when choosing the right SLAs and inform them about the expected time for request resolution through a notification dialog. A smooth translation of the dialogue is also possible. Automation & Processes Process Templates (Ready2Adopt) NEW A lot of processes in our daily work are standardized and recurring. So what better to deal with them than standardized process templates? These help avoid mistakes and complete tasks much faster. The result can only be increased quality and efficiency! The following process templates are integrated in OTRS Business Solution : Vacation requests Room bookings Office supplies and equipment Travel expenses Release management Complaints and returns Integration Web Services (Ready2Adopt) NEW Do you use other tools besides OTRS and would like to access information and data between them? Ready2Adopt helps you out thanks to the following web service 2 definitions: JIRA Connector Bugzilla Connector OTRS OTRS Connector Dynamic Field Database Integrate external data from any number of external databases, e.g. ERP, CRM, tracking or other ticket systems, and view it in specific dynamic fields. 2 Please note that: The web services are only available for OTRS Business Solution PROFESSIONAL and ENTERPRISE customers and require invoker packages that will be provided via service request by our support team. 6

7 Reporting Report Generator Generate convincing PDF reports with selected statistics that you can compile and combine with a click. Look & Feel Ticket Timeline View View more details at a glance! The Ticket Timeline View not only shows tickets in chronological order according to creation time, but also organizes incoming messages onto the right and outgoing messages onto the left side. Searching for specific ticket information is now much easier, especially in long threads. Article Attachment Overview Carry out searches more efficiently with a perfect overview of all ticket attachments in your OTRS system no matter how many! Time Management Calendar & Resource Management (StayOrganized) NEW Keep an overview with the enhanced calendar function and better resource management! From the personal organization of pending tasks to team resource planning with the new calendar function StayOrganized you can now have a detailed overview of your own appointments as well as the assignments of the whole team. Benefit from the innovative linkage between calendar entries and ticket appointments. Configurate authorization groups and therefore specifically create team calendars for selected teams thus making information and appointments available for all relevant agents at once. Determine which agent has to fulfill which tasks and how much time it will require. Meetings, appointments and simple project planning are now all centrally mapped and visible for the whole department in OTRS. 7

8 Freely selectable Features Choose from up to 44 Freely selectable Features of the OTRS Business Solution for your specific operational scenario. The Freely selectable Features can be uninstalled/installed at any time. ENTERPRISE Unlimited: 44 of 44 PROFESSIONAL 7 of 41 BASIC 3 of 17 Advanced Ticket Split Custom Contact Fields Customer Activity Widget Customer Interface Link Object Customer-specific Services Dashboard News Widget Delete Attachments Restore Pending Information Service Categories Service-based Queue Routing Adjust Sort Ticket Overview Advanced Editor Advanced Generic Agent Agent Interface Categories for Text Modules Change Write Protection CI Assignment Attribute Dynamic Field Map 3 CI Custom Search 3 CIs in Customer Frontend 3 Dynamic Field Attachment Dynamic Field Config Item Advanced Escalations Cache Memcached Fast State Preselection based on Response Templates Tag Cloud Ticket Time Unit Dropdown Ticket Watchlist Ticket Workflow (also for OTRS::ITSM 3 ) Time Accounting Quota VIP Customer Dynamic Sender Addresses Escalation Suspend Hide/Show Dynamic Fields ITSM Config Item Reference 3 Multiple Recipient Encryption NEW Openbook Customer Backend Process Management Article Queue Responsible Restrict Customer Data View Specific Ticket Notifications Ticket Allocation Ticket Forms Ticket Queue Selection Extended Ticket Stats 3 Requires OTRS::ITSM. Find a description of all features starting on page 13. Not all features are compatible. For any questions regarding compatibility, do not hesitate to contact our sales team at sales@otrs.com. 8

9 Consulting BASIC Max. 10 PROFESSIONAL Max. 50 ENTERPRISE Max Initial Assessment P P P Consulting Services 3-6 days 6-12 days From 10 days Review & Optimization P Discount on Consulting Day-rate Scheduled On-site Consulting Visits Scheduled OTRS Environment and Performance Reviews 20 % 30 % Optional 1 Optional 1 Training BASIC Max. 10 PROFESSIONAL Max. 50 ENTERPRISE Max Exclusive access to Webinars P P P OTRS Administrator Training P P OTRS Key User Training P Discount on Public OTRS Trainings 30 % 60 % 100 % 4 OTRS Certification Optional 1 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 4 Per contract period 1 voucher for a Public OTRS Training for 2 persons. 9

10 Reliable Customer Service BASIC Max. 10 PROFESSIONAL Max. 50 ENTERPRISE Max Qualified Bug Reviews (per contract period) Remote Patch Level Updates (in SLW) 5 P P Remote Minor Release Updates (in SLW) 5 P P Remote Security Updates (in SLW) 5 P P Remote Major Release Updates (in SLW) 5 P P Support for OTRS Generic Interface 3 requests per period 5 requests per period Service Manager Optional 1 P Service Level Window (SLW) 5 Mon Fri 9 am 5 pm excluding holidays Mon Fri 8 am 8 pm excluding holidays 24/7/365 Service Requests (per contract period) Max. Response Time for Incidents with Unlimited In service level window...critical Impact 4 hours 2 hours 0,5 hours...medium Impact 1 business day 4 hours 2 hours...low Impact 2 business days 1 business day 1 business day Max. Resolution Time for Incidents with Critical Impact 1 business day Exclusive Customer Phone Support During business hours 24/7/365 Supported Releases Last 2 stable releases 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 5 US Pacific Time (PST), Hong Kong Time (HKT) or Central European Time (CET), excluding public holidays. 10

11 Pricing OTRS Business Solution BASIC Max. 10 PROFESSIONAL Max. 50 ENTERPRISE Max Price per Year US$ 4,995 4,995 US$ 9,995 8,595 US$ 29,995 23,995 ( US$ 42/42 per agent/month with 10 ) ( US$ 17/15 per agent/month with 50 ) ( US$ 13/9 per agent/month with 200 ) + Initial Consulting & Implementation (nonrecurring) from US$ 3,570 6 from US$ 7,140 6 from US$ 15,470 6 from 2,970 6 from 5,940 6 from 12,870 6 SMS Packages Small 10,000 SMS US$ 1,699 1,499 Medium 20,000 SMS US$ 3,199 2,799 Large 50,000 SMS US$ 5,999 5,299 Prices: one-off, without a fixed term, SMS do not expire, unlimited reorder. Services for the OTRS::ITSM Module BASIC Max. 10 PROFESSIONAL Max. 50 ENTERPRISE Max ITSM Consulting Package ITSM Administrator Training 1 day 3 days 5 days 1 day 1 day Nonrecurring US$ 1, US$ 4,760 3,960 US$ 7,140 6,930 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 6 Please contact sales@otrs.com for an individual proposal. 11

12 Discounts BASIC Max. 10 PROFESSIONAL Max. 50 ENTERPRISE Max Discount on Consulting Day-rate Discount on Public OTRS Trainings Discount on Custom OTRS Developments Discount on Migration of OTRS Custom Developments 20 % 30 % 30 % 60 % 100 % 4 5 % 10 % 5 % 10 % 15 % 1 For optional services or more agents please contact sales@otrs.com for a separate proposal. 4 Per contract period 1 voucher for a Public OTRS Training for 2 persons. 12

13 Description of the Freely selectable Features Freely selectable Features of the Contract Level BASIC Advanced Ticket Split Makes it possible to split every type of ticket: phone tickets, tickets and process tickets. Custom Contact Fields Allows storing of external customer database entries in the dynamic field type customer in a ticket. Customer Activity Widget Makes it possible to see the number of open, locked and escalated tickets of defined customers. Customer Interface Link Object Shows linked objects in the OTRS customer portal, for example other tickets or FAQ articles. Customer-specific Services Makes it possible to assign services to Customer IDs or Customer Users so that only the assigned service is displayed when a ticket is created in the OTRS Customer Portal and only the appropriate SLAs are valid. Dashboard News Widget Informs your agents about events, new innovations or special offers related to your business. Delete Attachments Allows you to delete attachments from tickets closed within a specific time span. Restore Pending Information With this feature, your agents can save time on recurring requests of customers by selecting the pending state again so the corresponding fields time, title and text are automatically filled in with the previously entered dates. Service Categories Assign Ticket Types to services via an additional frontend. Service-based Queue Routing State Preselection based on Response Templates Tag Cloud Set recommended queues for services, so if a configured service is selected only the configured queues are shown. Makes it possible to automatically define the status that a ticket should have after sending a response template. Gives a quick overview of the Tags used for tickets. Ticket Time Unit Dropdown Enables the usage of defined time unit dropdown fields in tickets. Ticket Watchlist Allows you to manage several watchlists. A ticket agent defines watchlists and assigns tickets to them. The agent then has an overview of all tickets within the watchlist for easier management. Ticket Workflow (also for OTRS::ITSM) Allows you to easily define business workflow templates for common tasks. A task that is dependent on preceding tasks will not appear in the queue until the preceding tasks are closed. Time Accounting Quota Makes it possible to assign time quotas and reference numbers, such as Purchase Order numbers, to customers. Additionally, agents can record the working time for the customer in the ticket view and the customer can see the status of the quota in the customer portal. VIP Customer Define specific customer users as VIP and assign corresponding service level agreements. 13

14 Freely selectable Features of the Contract Level PROFESSIONAL Adjust Sort Ticket Overview Advanced Editor Makes it possible to further adjust the columns in the Agent Ticket Overview Small view. Allows the insertion of TemplateToolkit code snippets in templates for OTRS. Advanced Generic Agent Offers the additional option to set relative or no date (empty field) in a dynamic field of the type date/ date time. Agent Interface Enables agents to work on tickets via without logging into OTRS. Categories for Text Modules Allows you to consolidate certain text modules by category and browse through categories by expanding or minimizing them with just one mouse click. Change Write Protection Makes it possible to hide changes and workorders in certain states to prevent further changes. CI Assignment Attribute Dynamic Field Map CI Custom Search CIs in Customer Frontend Dynamic Field Attachment Dynamic Field Config Item Dynamic Sender Addresses Makes it possible to assign a service, a SLA and a mapping of dynamic fields to a CI by linking them. Adds a custom search for Config Items regardless of CI classes. Uses the attribute of your CI classes and makes CIs visible in the OTRS Customer Portal. Makes it possible to create dynamic fields that can store attachments. Adds a dynamic field type to add config item values to tickets and link them automatically. Enables the insertion of a sender -address other than the default. This sender -address will be inserted into outbound tickets. Escalation Suspend Define ticket states that automatically pause escalations, for example waiting for 3rd party. Hide/Show Dynamic Fields ITSM Config Item Reference Multiple Recipient Encryption Openbook Customer Backend Process Management Article Queue Responsible Restrict Customer Data View Specific Ticket Notifications Ticket Allocation Ticket Forms Ticket Queue Selection Based on ACLs you can use this feature to show and hide specific dynamic fields depending on the context. Makes it possible to hierarchical assign and automatically link CIs, Services with CIs and agents with CIs. Enables dispatching an encrypted to more than one recipient at the same time. Provides a readonly customer backend for customer users of Talligent s openbook. Enables sending OTRS Process Management articles as s. Allows you to assign a responsible for a queue. Makes a defined access possible with the assignment of customer IDs to partner IDs. Allows agents to receive individual, event-based notifications in addition to standard notifications. Allocates tickets automatically to agents that have resources or suitable competencies. Defines forms, i.e. a set of additional attributes (dynamic fields), for phone and tickets. Newly created tickets can be added automatically to configured queues using keywords. 14

15 Freely selectable Features of the Contract Level ENTERPRISE Advanced Escalations Cache Memcached Fast Extended Ticket Stats Create custom escalation types and bundles for different customers or SLAs as well as suspend and resume escalations. Allows the use of a memory backend for the caches used in OTRS. It allocates the entire cache through the Round-Robin method to several Memcached servers. Offers the possibility of enhanced ticket statistics that, based on the duration of a ticket stay, can help to identify vulnerabilities. More information on OTRS Business Solution Services Assessment Initial consulting with an OTRS specialist at the beginning of your service period to assess and document the status of your OTRS deployment. Qualified Bug Reviews Remote Patch Level Updates Remote Minor Release Updates Remote Security Updates Remote Major Release Updates Support for OTRS Generic Interface Additional OTRS Intance According to your contract level you can report us an amount of bugs that are critical to your business. Qualified Bug Reviews will be done by our developers. OTRS Business Solution customers will quickly receive a patch for any reviewed and confirmed bug. OTRS Business Solution customers (level PROFESSIONAL and upwards) receive updates for the last two minor OTRS releases when an OTRS patch level is released. Updates are installed remotely if applicable. Within a contract term, we will provide and remotely install up to two OTRS minor release updates on your OTRS system, if remote access is applicable. Minor Release Updates are included for the latest two minor OTRS releases only. In case of any security-related issues, OTRS Business Solution customers will receive a Security Advisory announcement at the same time as any distributor of OTRS (e.g. Red Hat, SuSe, etc.) will receive the announcement. The announcement provides relevant information regarding identified security threats. Immediately after a security patch is available OTRS Business Solution customers will be informed and their system will be updated (according to prior agreement). PROFESSIONAL and ENTERPRISE customers get one release-upgrade within their contract period. Professional support from our developers in technical issues regarding the integration of third-party systems in OTRS by Generic Interface. Contract levels include support for 1 application database only. Additional OTRS Environments are required for OTRS Business Solution customers who want to run OTRS solutions on more than one system each using their own application DB. 15

16 System Registration Registration All OTRS systems supported by this signed OTRS Business Solution contract shall be required to register via the OTRS System Registration and regularly update the System Registration each time a Service Request is filed in the OTRS Service Portal. Response & Resolution Time, Impact Level Definition Response Time The Response Time starts immediately with a submission of an incident report (i.e. and outage of your OTRS system) or a service request (request for functional or technical advice and service) in the OTRS Service Portal. The Response Time starts immediately with submission of an incident report or service request in the OTRS Service Portal. If a request arrives outside the Service Level Window (SLW), the response time starts at the beginning of the next SLW of the according service. Resolution Time Impact Level Definition For ENTERPRISE OTRS Business Solution customers facing a critical problem with OTRS: The Resolution Time is the period of time between an incident report or service request in the OTRS Service Portal and the resolution by the contractor. A resolution in connection with 3 - Mission Critical incident is achieved, when the performed measures helped the incident to reach at least impact level 1 Low Impact. The Resolution Time starts immediately with submission of an incident report or service request in the OTRS Service Portal. For adherence of the Resolution Time limit, it is essentially required for the OTRS Business Solution customers customer to provide OTRS all information with the submission of such incident report or service request (i.e. status information on the affected OTRS instance, log files, etc.) which is helpful to analyse the root cause and to let the OTRS Service Engineers resolve the problem in a timely manner. The customer contacts are required to assist the OTRS Service Engineers and to cooperate at best effort. For accelerated resolution OTRS may contact the customer contacts by phone and/or may ask for remote access to the affected systems if applicable. OTRS will conduct remote support compliant to the customer s security or data privacy policies. Level 3 - Critical Impact: Represents a critical problem in the customer s OTRS system. Examples include: complete loss of service even after a restart has been performed, production systems that are crashed, or a production system that hangs indefinitely. No workaround is available. The customer and his complete staff cannot continue essential operations. Level 2 - Medium Impact: Represents a medium impact problem in the customers OTRS system. Essential operations are seriously disrupted, but a workaround exists, which allows continued operations. Only some groups of the customers staff are affected. Level 1 - Low Impact: Represents a lower impact problem in the customer s OTRS system, that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Also included are all problems that affect the common usage of the system and only certain members of the staff. Moreover, general usage questions and recommendations or requests for new products or features,enhancements or modifications belong to this level. There is no impact on the quality or performance in a production system. 16

17 Accessibility Support Contacts You may appoint two (2) named contacts to submit incident reports and service requests on behalf of your organization. Please provide phone information to let the OTRS Service Engineers contact you for accelerated resolution of incidents or service requests. OTRS Service Portal Easily submit service requests to our team through the OTRS Service Portal, available 24/7/365. Receive a transparent view of request status at any time. Reduce time in receiving support by uploading helpful information like specifications or log-files with your request. Requests can be tracked, prioritized and closed in the OTRS Service Portal. All incident reports and service requests must be submitted through the OTRS Service Portal in order to guarantee the agreed response times and resolution times (applicable for Enterprise Service). Upon submitting a request, you will receive a ticket number that should be used in all further communications regarding your request. All updates having an impact on the associated Service Levels and related response/resolution times must be submitted through the OTRS Service Portal. Optional Services & Discounts Scheduled On-site Consulting Visits Scheduled OTRS Environment & Performance Reviews Consultative Services are a proactive approach designed to plan and build your OTRS solution based on our best-practices and to help you avoid critical outages during the production phase. Our functional and technical consultants visit you on-premise for OTRS related workshops, evaluation, functional and technical design, implementation, installation, migration, reviews and training. Especially for larger-scale projects we offer extensive process design and project management expertise. If you would like OTRS experts advice on platform selection and server configuration targeting your unique usage patterns, we can review your OTRS configuration and system information, server and OS configuration, or platform selection to make recommendations for optimal performance. Service Manager A dedicated Service Manager is assigned for you taking care of specific demands and service requirements regarding OTRS. Exclusive Customer Phone Support Discount on OTRS Custom Developments Discount on Migration of Custom Developments PROFESSIONAL and ENTERPRISE OTRS Business Solution contract customers additionally have exclusive phone access to the OTRS Service Engineers. OTRS Business Solution contract customers receive a discount on any development that is ordered at and confirmed by OTRS Group within a contract term. OTRS Business Solution contract customers with individual code enhancements that have been programmed by OTRS Group receive a discount on any ported feature (e.g. during a release update). 17

18 Website: