The ((OTRS)) Community Edition system is the core business of Rexpondo. We know it in minute detail and we are up to date with every evolution. We contribute to ((OTRS)) Community Edition’s evolution by creating perfectly integrated addons for the base structure.
All our interventions to customize are preceded by an accurate analysis which highlights the following points:

• The possibility of ((OTRS)) Community Edition functions and processes to satisfy the client’s needs, highlighting any operating differences to those requested by the client and what these entail.
• Any possible need to re-adapt the customization for future upgrades of the ((OTRS)) Community Edition version.

The services we provide:

• Graphics restyling
• Specific added functions and processes for the client, perfectly integrated with the core logic of the product
• Personalization of core functions of the product to adapt it to the specific needs of the client, including integration with third party software

Over time we have defined “typical” training packets (vedi Training area), but often Finance clients have the need to bring the new solution up to speed in a short space of time, as well as to fully understand the solution so as to exploit it to the best of its potential and all of this in the limited time available to its resources.

The services we offer:

• Classroom training (on-site of the client)
• Telephone support post training
• On-site availability, for a defined amount of time, of our experts for the client’s personnel
• One-to-one training on the job

It is fundamental that the ticketing system and ITSM always function perfectly. Rexpondo, remotely, guarantees product experts and system experts are available. Our experts, who can be contacted during the working hours defined by the client, when necessary, can be activated by the client to intervene directly on the client’s system to resolve any problems.

The services they carry out:

• System support with regular checks on machine loads and presentation of reports with necessary action needed.
• Telephonic support for the correct use of the product functions.
• Corrective support subjective to shared SLAs
• System updates, without prior sharing and approval by the customer, of general security and/or corrective patches.
• ((OTRS)) Community Edition system upgrades.

We supply the solutions in Cloud guaranteeing shared service levels and data security in line with current rules and regulations.

The services we carry out:

• Respecting shared SLA (services described in the Support area)
• Integration with the client systems (e.g. SSO; HR; third party supplier systems e.g. IBM; etc…)