Monthly expert support for OTOBO & Znuny with clear response times
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Editions
Editions
- Email support during business hours
- Target response: next business day
- Guidance and minor operational fixes (fair use)
- You host the system — we advise and help
- Monthly request summary
- Priority email — target response within 4 business hours
- Agreed weekly call-in windows (phone/video)
- Guidance and minor operational fixes (fair use)
- You host the system — we advise and help
- Monthly review with priorities and recommendations
Who it’s for
- You run OTOBO, Znuny, or related AI integrations and want a reliable expert on call
- You host yourself and need guaranteed response times and expert guidance
- You need a clear monthly support budget instead of ad-hoc requests
Deliverables
- Named support channel with agreed response targets
- Help with incidents, configuration questions, and small operational fixes within scope
- Short monthly summary of requests and recommendations
Prerequisites
- Defined systems and environments in scope
- Named contact person on your side
- Access to the systems when investigation or changes are needed
Included
- Business-hours coverage (Mon–Fri, CET/CEST)
- Response targets for the chosen edition
- Minor fixes and guidance within a fair-use monthly budget
Excluded
- Managed hosting infrastructure (see Managed Hosting)
- Large projects, migrations, and new feature development (scoped separately)
- 24/7 on-call or weekend coverage
- Major version upgrades (see Installation & Upgrade)
Process
- Confirm systems, contacts, and edition
- Set the support channel and Pro call-in windows if applicable
- Handle email requests within the agreed reaction time
- On Pro: take scheduled call-ins during agreed windows
- Guide, troubleshoot, or apply small fixes within scope
- Escalate larger work into a scoped offer or Engineering Day
- Monthly summary of tickets and open topics
- Recommendations for stability and next improvements
Frequently Asked Questions
Everything you need to know about scope, prerequisites, and delivery.
Support Plan
Monthly expert support for OTOBO & Znuny with clear response times