Ticket Systems

Setup, migration, hosting, and operations for OTOBO & Znuny.

Get OTOBO or Znuny running reliably — from greenfield installation and OTRS migration to managed hosting, health checks, and performance tuning. We deliver production-ready setups with clear handover documentation, so your team can operate confidently before adding AI or automation on top.

Installation & Setup

Production-ready OTOBO or Znuny installation, hardened and documented

from 2 500 €3-7 days
otoboznuny
installationsetupon-premdockergo-live

Who it’s for

  • You want a clean, production-ready OTOBO or Znuny installation without trial and error
  • You need a hardened, documented setup you can hand to your team
  • You prefer on-prem or Docker and want a predictable fixed-price go-live

Deliverables

  • Fully installed and configured OTOBO or Znuny instance
  • Database, web server, and cron/daemon setup
  • Basic security hardening (TLS, secure config, file permissions)
  • Initial system configuration (agents, queues, customer interface)
  • Installation runbook + handover documentation

Prerequisites

  • A target server or container host (VM/Docker) that meets the system requirements
  • Admin/root access to the host + a domain or hostname for the instance
  • Decision on database (MySQL/MariaDB or PostgreSQL) and mail connectivity details

Included

  • 1 production environment (optional simple staging on request)
  • TLS/HTTPS configuration with your certificate
  • Backup and cron job setup
  • Smoke tests of agent and customer interfaces

Excluded

  • Full data migration from another system (see Migration service)
  • Custom module development
  • Complex SSO/IdP rollouts (see Email & SSO Setup)

Editions

Standard · 2 500 €Plus · 4 000 €

Process

1Kickoff + Requirements
  • •Confirm target version, system, and host environment
  • •Review requirements, database, and mail connectivity
2Installation
  • •Install OTOBO/Znuny, database, web server, and daemon/cron
  • •Apply TLS and base security hardening
3Base Configuration
  • •Configure agents, groups, queues, and customer interface
  • •Set up backups and monitoring hooks
4Handover
  • •Smoke tests + runbook
  • •Next steps (migration, hosting, tuning)

FAQ

Request installationBook 15-min call

Version Upgrade Service

Safely upgrade to the latest OTOBO or Znuny release

from 3 000 €1-2 weeks
otoboznuny
upgradeupdatemaintenanceotobo-11

Who it’s for

  • You run an older OTOBO or Znuny version and want to upgrade safely
  • You want to move to the latest release (e.g. OTOBO 11) with package compatibility checked
  • You need a tested upgrade with backups and a rollback plan

Deliverables

  • Upgrade to the target OTOBO/Znuny version
  • Package compatibility review and updates
  • Configuration and dynamic field verification
  • Tested upgrade with validation pass
  • Backup, rollback plan, and documentation

Prerequisites

  • Access to the running instance + database backup
  • List of installed packages and customizations
  • A staging environment or permission to create one

Included

  • Test upgrade in staging before production
  • Package and customization compatibility checks
  • Post-upgrade smoke tests
  • Rollback strategy

Excluded

  • Re-development of incompatible custom modules (scoped separately)
  • Full data migration between different systems (see Migration)
  • New feature development

Editions

Standard · 3 000 €Plus · 5 000 €

Process

1Pre-Upgrade Audit
  • •Review current version, packages, and customizations
  • •Identify breaking changes and compatibility risks
2Staging Upgrade
  • •Upgrade a staging copy and update packages
  • •Verify configuration and dynamic fields
3Validation
  • •Smoke tests + acceptance with your team
  • •Document known changes and fixes
4Production Upgrade
  • •Backup + planned upgrade window
  • •Rollback plan + post-upgrade support

FAQ

Request upgradeBook 15-min call

Managed Hosting & Operations

We host, monitor, back up, and patch your OTOBO or Znuny

from 990 €/monthmonthly
otoboznuny
hostingmanagedoperationsbackupmonitoringsla

Who it’s for

  • You want OTOBO or Znuny run for you without an in-house ops team
  • You need reliable backups, monitoring, updates, and security patches
  • You want predictable monthly costs and a clear SLA

Deliverables

  • Fully managed OTOBO/Znuny hosting on EU infrastructure
  • Automated daily backups with retention
  • Monitoring and alerting (uptime, disk, performance)
  • Security patches and minor version updates
  • Monthly operations report

Prerequisites

  • Decision on hosting location (our infrastructure or your cloud account)
  • Domain/DNS access for the instance
  • Defined maintenance window preferences

Included

  • Managed instance + database + web server
  • TLS certificate management
  • Backup + restore testing
  • Email/ticket support during business hours

Excluded

  • Major version upgrades (see Version Upgrade Service)
  • Custom development and new packages
  • 24/7 on-call beyond the agreed SLA tier

Editions

Basic · 990 €/monthBusiness · 1 900 €/month

Process

1Onboarding
  • •Provision or take over the instance
  • •Set up monitoring, backups, and access
2Operations
  • •Continuous monitoring and patching
  • •Backup verification and restore tests
3Reporting
  • •Monthly operations and uptime report
  • •Capacity and improvement recommendations
4Reviews
  • •Periodic health and security review
  • •Plan upgrades and scaling as needed

FAQ

Request hostingBook 15-min call

Custom Package & Module Development

Custom OPM packages, dynamic fields, and GenericInterface web services

Quote-basedvariable
otoboznuny
developmentopm-packagedynamic-fieldsgeneric-interfaceweb-services

Who it’s for

  • You need functionality beyond the standard OTOBO/Znuny feature set
  • You want custom OPM packages, modules, dynamic fields, or web services
  • You need a maintainable, upgrade-safe extension rather than core hacks

Deliverables

  • Custom OPM package(s) built to your requirements
  • Dynamic fields, ACLs, or process configurations as needed
  • GenericInterface web services for integrations
  • Documentation and installation instructions
  • Upgrade-safe, maintainable implementation

Prerequisites

  • A clear description of the desired functionality and use case
  • Access to a staging/test instance
  • Relevant API specs or third-party system details for integrations

Included

  • Requirements analysis and technical concept
  • Implementation on a staging instance
  • Testing and code handover
  • Installation support on production

Excluded

  • Ongoing maintenance (available via Ongoing Support)
  • Core code modifications that break upgrade safety
  • Third-party licensing costs

Process

1Discovery
  • •Clarify requirements, scope, and acceptance criteria
  • •Produce a technical concept and estimate
2Development
  • •Build the package/module on staging
  • •Implement dynamic fields, ACLs, or web services
3Testing
  • •Functional tests against acceptance criteria
  • •Review and adjustments
4Delivery
  • •Install on production + documentation
  • •Handover and optional support plan

FAQ

Request a quoteBook 15-min call

Health Check & Security Audit

A structured assessment of your OTOBO or Znuny installation

from 1 500 €3-5 days
otoboznuny
audithealth-checksecurityassessmentquick-win

Who it’s for

  • You inherited or self-host an OTOBO/Znuny and want to know its real state
  • You want a security and configuration review before scaling or upgrading
  • You want a low-commitment first engagement with concrete recommendations

Deliverables

  • Health and security assessment report
  • Findings prioritized by risk and effort
  • Configuration, performance, and backup review
  • Concrete, actionable recommendations + roadmap
  • Review call to walk through the results

Prerequisites

  • Read access to the instance + server (or guided session)
  • Version, package list, and basic infrastructure details
  • A short call to understand your concerns and goals

Included

  • Version and package compatibility check
  • Security configuration review (auth, TLS, permissions)
  • Backup and cron/daemon verification
  • Performance and database quick checks

Excluded

  • Implementing the recommended fixes (separate engagement)
  • Penetration testing
  • Full code audit of custom packages

Editions

Standard · 1 500 €Plus · 2 900 €

Process

1Intake
  • •Short call to align on concerns and goals
  • •Collect access and system details
2Assessment
  • •Review configuration, security, backups, and performance
  • •Identify risks and quick wins
3Report
  • •Prioritized findings and recommendations
  • •Roadmap with effort estimates
4Review
  • •Walkthrough call
  • •Next steps (fixes, upgrade, hosting, tuning)

FAQ

Request health checkBook 15-min call

Email & SSO Setup

OAuth2 email and OpenID Connect single sign-on, configured correctly

from 1 500 €2-5 days
otoboznuny
emailoauth2ssoopenid-connectauthentication

Who it’s for

  • You need modern OAuth2 email (Microsoft 365 / Google) instead of legacy auth
  • You want single sign-on via OpenID Connect / your identity provider
  • You want authentication configured securely and documented

Deliverables

  • OAuth2 email integration for incoming and/or outgoing mail
  • OpenID Connect SSO for agents and/or customers
  • Role/group mapping where applicable
  • Tested login and mail flows
  • Configuration documentation

Prerequisites

  • Admin access to the ticket system
  • Access to your identity provider / mail tenant (or coordination with the admin)
  • Required app registrations / client credentials available

Included

  • Provider app registration guidance
  • OAuth2 mail account configuration
  • OIDC login configuration + test
  • Fallback/local login retained for safety

Excluded

  • Identity provider licensing or tenant setup
  • Complex multi-IdP federation (scoped separately)
  • Custom user-sync development beyond standard mapping

Editions

Email or SSO · 1 500 €Email + SSO · 2 500 €

Process

1Scoping
  • •Confirm provider (Microsoft 365 / Google / generic OIDC)
  • •Define scope: email, SSO, or both
2Configuration
  • •Set up app registration and credentials
  • •Configure OAuth2 mail and/or OIDC login
3Testing
  • •Test login flows and mail send/receive
  • •Verify role/group mapping
4Handover
  • •Documentation + recovery notes
  • •Next steps and support options

FAQ

Request setupBook 15-min call

Performance Optimization

Tune your OTOBO or Znuny for speed, scale, and stability

from 3 000 €1-2 weeks
otoboznuny
performanceoptimizationdatabasescalingtuning

Who it’s for

  • Your OTOBO or Znuny feels slow under load or has grown over the years
  • You experience timeouts, slow searches, or heavy database load
  • You want a faster, more stable system without changing your workflows

Deliverables

  • Performance analysis (database, web server, daemon, indexes)
  • Database tuning and index optimization
  • Configuration tuning (caching, daemon, ticket index module)
  • Before/after benchmarks
  • Recommendations for scaling and capacity

Prerequisites

  • Access to the instance, server, and database
  • Description of the slow areas and peak-load patterns
  • Permission to apply configuration and index changes (on staging first)

Included

  • Profiling of slow queries and screens
  • Index and configuration optimization
  • Caching and daemon tuning
  • Validation against real workload patterns

Excluded

  • Hardware procurement
  • Custom module re-development (scoped separately)
  • Major version upgrades (see Version Upgrade Service)

Editions

Standard · 3 000 €Scale · 6 000 €

Process

1Profiling
  • •Measure current performance and identify bottlenecks
  • •Analyze database, indexes, and slow screens
2Tuning
  • •Apply database and index optimizations on staging
  • •Tune caching, daemon, and ticket index module
3Validation
  • •Benchmark before/after under realistic load
  • •Adjust and confirm improvements
4Handover
  • •Apply to production + documentation
  • •Scaling and capacity recommendations

FAQ

Request optimizationBook 15-min call

OTRS → OTOBO / Znuny Migration

Migrate from legacy OTRS to a maintained, future-proof platform

from 5 000 €2-6 weeks
otoboznuny
migrationotrsupgradedata-migration

Who it’s for

  • You run a legacy OTRS (Community Edition or older) and need a maintained platform
  • You want a safe, validated migration of tickets, customers, and configuration
  • You need minimal downtime and a clear rollback plan

Deliverables

  • Migration of tickets, customers, users, and configuration to OTOBO or Znuny
  • Mapping and re-creation of dynamic fields, queues, and ACLs
  • Review of custom packages and integrations for compatibility
  • Validation pass with real data + acceptance checklist
  • Cutover plan, rollback strategy, and documentation

Prerequisites

  • Access to the source OTRS system + database backup
  • A target host for the new OTOBO/Znuny instance
  • Inventory of custom packages, dynamic fields, and integrations in use

Included

  • Source system analysis and migration plan
  • Test migration into a staging environment
  • Data integrity validation (counts, spot checks, attachments)
  • Go-live cutover support

Excluded

  • Rewriting heavily customized legacy modules (scoped separately)
  • Net-new feature development during migration
  • Third-party system integrations beyond compatibility review

Editions

Standard · 5 000 €Enterprise · Quote-based

Process

1Assessment
  • •Audit source OTRS version, data volume, and customizations
  • •Define target platform, version, and migration plan
2Test Migration
  • •Run migration into a staging environment
  • •Map dynamic fields, queues, ACLs, and packages
3Validation
  • •Validate data integrity and attachments
  • •Acceptance checklist with your team
4Cutover
  • •Production migration with minimal downtime
  • •Rollback plan + post-go-live support

FAQ

Request migrationBook 15-min call