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: