Our service offer

A clear stand­ard system or a complex project – com­pan­ies place dif­fer­ent demands on us. We support you with ser­vices tailored to your needs – from con­sult­ing to the plan­ning and real­isa­tion of in­di­vidu­al pro­jects to the op­er­a­tion of the soft­ware in ex­tern­al data centres. After project com­ple­tion, com­pan­ies with high support needs choose from our range of Service Level Agree­ments (SLA).

Service areas

Train­ing for users and ad­min­is­trat­ors
User qual­i­fic­a­tion is an im­port­ant factor in en­sur­ing that the or­gan­isa­tion be­ne­fits fully from the ad­vant­ages of the newly in­tro­duced soft­ware. Our con­sult­ants impart prac­tic­al know­ledge – from mod­er­ated group train­ing ses­sions to in­tens­ive in­di­vidu­al train­ing. The ad­min­is­tra­tion of otris products is largely carried out via the web in­ter­face and re­quires no pro­gram­ming know­ledge. In ad­min­is­trat­or train­ing courses, you can benefit from our ex­per­i­ence from nu­mer­ous pro­jects, so that your ad­min­is­trat­ors will be able to expand and main­tain the system on their own in the future.

Project support
Do you only need user train­ing to work pro­duct­ively with otris soft­ware or would you like to adapt our solu­tion to your in­di­vidu­al work pro­cesses and ex­ist­ing soft­ware systems? Our range of ser­vices adapts to your needs. Thanks to our wealth of ex­per­i­ence, we can provide you with com­pre­hens­ive advice on how to im­ple­ment your tech­nic­al re­quire­ments. As a soft­ware man­u­fac­turer, we are able to realise even the most complex system ad­apt­a­tions: From the first kick-off meeting to in­di­vidu­al soft­ware ad­apt­a­tions to the soft­ware rollout and further ex­pan­sion of the pro­duct­ive system.

In­di­vidu­al ex­ten­sions to the scope of func­tions
All otris products are highly cus­tom­is­able. If you need func­tions that cannot be real­ised via con­fig­ur­a­tion, we offer you in­di­vidu­al pro­gram­ming ser­vices. From simple fea­tures to ex­tens­ive in­di­vidu­al ex­ten­sions, we will help you to im­ple­ment an optimal solu­tion for use in your company. For complex re­quire­ments, our de­vel­op­ment de­part­ment chooses an it­er­at­ive ap­proach: With great care and in close co­ordin­a­tion with you, we im­ple­ment the func­tions you need for optimal work­flows step by step.

Cloud com­put­ing
otris soft­ware is run on a central server, while user access is via browser. The soft­ware can be run on a server at your company site or in one of the otris cloud vari­ants. If you use the otris private cloud, we will support you with com­pre­hens­ive in­fra­struc­ture ser­vices. If you use our products as soft­ware as a service, you min­im­ise your costs: we take care of the op­er­a­tion and up­dat­ing of the soft­ware.

Service Level Agree­ment (SLA)

Our range of Service Level Agree­ments (SLA) defines ser­vices that are not in­cluded in tech­nic­al support. After con­clud­ing an SLA, we guar­an­tee to answer your request within the defined period of time. As an SLA cus­tom­er, in ad­di­tion to tech­nic­al support, you will receive advice on ques­tions re­lat­ing to the use of the soft­ware. In ad­di­tion to con­sult­ing ser­vices, we im­ple­ment re­ques­ted tech­nic­al ser­vices within the frame­work of a con­tin­gent (e.g. user ad­min­is­tra­tion or small func­tion­al ex­ten­sions). You book the service con­tin­gent at a reduced rate in ad­di­tion to your SLA.

Basis for an SLA: The soft­ware main­ten­ance con­tract
The basis for our SLA offer is an ongoing soft­ware main­ten­ance con­tract, which is usually con­cluded to­geth­er with the soft­ware pur­chase or soft­ware rental. Cus­tom­ers with a soft­ware main­ten­ance con­tract receive soft­ware updates (without in­stall­a­tion) and tech­nic­al support (via otris hotline and e-mail / without guar­an­teed re­sponse times). The tech­nic­al support is limited to purely tech­nic­al ques­tions (e.g. mal­func­tion of the server). The SLA, on the other hand, in­cludes hol­ist­ic support – from the user ques­tion (e.g. support in cre­at­ing a new user in the system) to the service (e.g. car­ry­ing out a soft­ware update).

Bronze, silver or gold?
Whether it makes sense to con­clude an SLA always depends on the type of project and the cir­cum­stances in the company. In any case, it is worth con­clud­ing an SLA if the system is used to process busi­ness-crit­ic­al data that must be avail­able at all times. However, the SLA can also have the goal of con­serving in-house IT re­sources or elim­in­at­ing long waiting times for in-house IT re­quests. If you decide on an SLA, three pack­ages with dif­fer­ent service scopes are avail­able (bronze, silver, gold). The graphic below ex­plains what the pack­ages contain.

Service quota

You decide to what extent you want to make use of our ser­vices. The bronze, silver and gold SLAs do not have fixed service quotas, but can be freely se­lec­ted. By com­bin­ing service level and service con­tin­gent, you can put to­geth­er a service package that is op­tim­ally tailored to your support needs. Contact us, we will advise you in detail whether and to what extent an SLA makes sense for your project. A se­lec­tion of ser­vices that we im­ple­ment within the con­tin­gent after con­sulta­tion with you can be found here: