Znuny LTS offerings

OTRS Version 6 is no longer supported by the manufacturer

On 23 December 2020, OTRS AG announced that support for Version 6 of both OTRS and ((OTRS)) Community Edition would be discontinued on 01 January 2021. This came as a surprise to many of us.

Because of this decision on the part of OTRS, we have decided to become a member of the OTTER Alliance, an association of leading services providers for the ((OTRS)) Community Edition in Germany, so that OTRS 6 users won’t be left in the lurch. All members of the OTTER Alliance recognise Znuny LTS as the designated successor to ((OTRS)) Community Edition and will therefore offer their support and services on a permanent basis.

This mean we can offer all ((OTRS)) Community Edition 6 users the following:

  • 24 months of additional support, updates and security fixes
  • Guaranteed compatibility with Version 6
  • A change over to Znuny LTS via a simple update

If you are one of those affected by this change and have questions about how things will continue in future, please get in touch.

Don’t have an IT documentation system yet? Looking at implementing i-doit? Then our “Getting Started” option is perfect for you.

Scope of services: 6 attendee days (you only pay for 5 –that’s 1 working day free!)

Conceptual workshop – 2 days on site

Developing your Znuny LTS configuration and a short written backup of results

Installation & configuration –2 days remote

Working with the results from the workshop, we will install and configure your own Znuny LTS installation

Handover & training –2 days remote

Handover of the customer-configured Znuny LTS installation, training of agents and administrators. Fine-tuning and adjustments

For ongoing operations, we recommend our “All-inclusive” offering.

PRICE: €6,500
(You get 1 working day FREE!)

This includes support for the on-premises operation of an installed instance of Znuny LTS.

Scope of services: 25 requests / year

Response times

Service level window / Mon.-Fri.

9am to 5pm

Critical Impact

4 h

Medium Impact

8 h

Low Impact

12 h

Telephone support for emergency incident reporting


Including consulting

Remote: 4 hours

Important information

Updates not included. If updates are desired, please select the “All-inclusive” package.

PRICE: 3.500 EUR / Year


Scope of services: 10 working-days


  • Znuny LTS system optimisation
  • Optimising services performance
  • Predictive system health check
  • Operating system and Znuny LTS updates
    • Patch-Level
    • Minor-Release
    • Major-Release
    • Security-Release
  • Dedicated point of contact
  • Monthly activity reporting


Scope of services: 50 requests / year

Response times

8am to 6pm

Service level window / Mon.-Fri.

2 h

Critical Impact

4 h

Medium Impact

12 h

Low Impact


Telephone support for emergency incident reporting

Important information

Recommended operating system: Ubuntu 16.04 LTS / 18.04 LTS
All necessary system changes/adjustments and updates are coordinated/scheduled in advance with the customer.
It is the customer’s responsibility to ensure regular backups of their operating system environment and i-doit installation are carried out before any system changes/adjustments/optimisations take place.

PRICE: €12,500 / YEAR


it-novum GmbH Germany

Edelzeller Straße 44, 36043 Fulda

Branch Offices:

Ruhrallee 9, 44139 Dortmund

Kaiserswerther Str. 229, 40474 Düsseldorf

E-Mail: info@it-novum.com
+49 661 103-434

it-novum Offices, Austria

Ausstellungsstraße 50 / Zugang C
1020 Wien

E-Mail: info@it-novum.at
+43 1 205 774 1041

it-novum Switzerland GmbH

Hotelstrasse 1
8058 Zürich

E-Mail: info@it-novum.ch
+41 44 567 62 07

openITCOCKPIT Stammtisch

Einladung zum openITCOCKPIT Stammtisch Do, 28. Juni um 17 Uhr