Tickets from email, phone and web
Tickets from email, phone and web in osTicket is designed around support ticket system that combines requests from email, phone and web forms and tied to measurable business objectives.
Assignment to agents
osTicket brings Assignment to agents into a controlled workflow with roles, approvals and traceable data paths.
Multi-user web interface
Multi-user web interface can connect to operations, reporting and adjacent systems instead of remaining an isolated function.
7-day free trial
osTicket Hosting in Germany
WZ-IT designs, deploys, migrates and operates osTicket for support ticket system that combines requests from email, phone and web forms - including monitoring, backups, updates, security and clear ownership.
About the technology
What is osTicket?
osTicket addresses support ticket system that combines requests from email, phone and web forms. A running application alone is not enough for production: data, identities, integrations, updates and recovery have to be designed as one system.
Scoping focuses on Tickets from email, phone and web, Assignment to agents, Multi-user web interface, roles, data paths and recovery. WZ-IT turns these requirements into a documented target architecture and can take responsibility for migration, integration and ongoing managed operations.
Functions and operating components for osTicket
Tickets from email, phone and web
Tickets from email, phone and web is configured and documented in osTicket around roles, data paths and operational requirements.Assignment to agents
Assignment to agents is configured and documented in osTicket around roles, data paths and operational requirements.Multi-user web interface
Multi-user web interface is configured and documented in osTicket around roles, data paths and operational requirements.Roles and access
Separate administrators, business users and technical accounts with traceable permissions.Interfaces
Connect APIs, webhooks, directory services and adjacent business systems in a controlled way.Data and recovery
Protect persistent data, configuration and restart procedures according to the agreed scope.Migration and takeover
Assess existing data and configuration, migrate them in a test run and move to managed operations through a controlled cutover.Identity and secure access
Secure SSO, roles, administrative paths and external access for the application and existing infrastructure.Backup and recovery
Back up all stateful components consistently and document the recovery path for the agreed scope.Updates, monitoring and operations
Monitor and update the application and its technical dependencies and operate them under the agreed service level.
Managed operations
Operating osTicket with clear ownership
In osTicket, user administration, business data, notifications, attachments and workflows meet editorial or organisational ownership.
Application platform
Operate runtime, dependencies, proxy and persistent components reproducibly.Data and state
Protect databases, files, configuration and retention in a traceable way.Integrations
Connect APIs, identities and downstream systems with defined failure paths.Maintenance and recovery
Combine monitoring, updates, backups, restore and incident response.
Area
Responsibilities without operational gaps
Platform operations, business configuration and integrations are separated and adapted to your environment in the proposal.
| Area | Responsibility | Scope boundary |
|---|---|---|
| Platform and runtime | WZ-IT | Deployment, hardening, monitoring, maintenance and technical documentation. |
| Backup and recovery | WZ-IT | Backup scope, supervision and agreed recovery exercises. |
| Configuration and roles | Shared | WZ-IT implements technically; your team approves business roles and permissions. |
| Business data and processes | Customer | Content, data quality and business decisions remain with the organisation. |
| Edition and licence | Shared | WZ-IT reviews the technical scope; required rights are agreed jointly. |
| Extensions and development | Expandable | Plugins, custom functions and deep integrations can be added as a retainer or project. |
Use and integration
Introducing osTicket around the actual process
Value is created when the application, data, permissions and downstream systems are designed as one end-to-end workflow.
Connect Tickets from email, phone and web
Data sources, APIs and import paths for Tickets from email, phone and web are versioned, protected and tested for failure states.
Connect Assignment to agents
Identities, roles and process hand-offs around Assignment to agents are aligned with existing business systems.
Connect Multi-user web interface
Monitoring, notifications and exports for Multi-user web interface route technical signals into the responsible workflows.
Record the version, edition, extensions and licence state of the osTicket environment
Review Tickets from email, phone and web including data, configuration and dependencies
Map Assignment to agents together with connected identities and interfaces
Verify Multi-user web interface, monitoring, backup and recovery in practice
Hosting & operations
How much does osTicket hosting cost?
We combine the right compute size with ongoing operations, backups, monitoring and a service level appropriate for the criticality of osTicket. High availability and recovery targets are designed separately where needed.
Hosting & operations from€99.90/ month · cancel monthly
Hosting for osTicket in Germany: GDPR-compliant operations
- One managed standard application included
- .de domain included or your own domain or subdomain via CNAME
- Choice of location: Germany (ISO 27001, BSI C5), Switzerland (ISO 27001) or Austria (ISO 27001), each within the scope of the data centre operator
- Confidentiality agreement under Section 203 German Criminal Code (StGB) available on request (location Germany)
- 99.9 % standard availability per month
- Regular updates, CVE monitoring and prioritised patches for critical vulnerabilities
- Central logs with immutable retention
- Daily backup with 7-day retention
- 5 TB outbound traffic per workload and month
- 24/7 proactive monitoring
- Five service levels, 24/7 P1 response with Production or Critical
- Personal technical contact
Instance sizes and monthly prices
- XS · 2 vCPU, 2 GB RAM, 40 GB NVMe SSD
- €99.90 in total
- S · 2 vCPU, 4 GB RAM, 80 GB NVMe SSD
- €129.90 in total
- M · 4 vCPU, 8 GB RAM, 80 GB NVMe SSD
- €159.80 in total
- L · 8 vCPU, 16 GB RAM, 80 GB NVMe SSD
- €219.80 in total
- XL · 16 vCPU, 32 GB RAM, 80 GB NVMe SSD
- €329.80 in total
- Additional storage per 50 GB
- +€4.99
Straightforward provisioning within a few business days
Payment
- Bank transfer
All prices are net and exclude statutory VAT. The offers are addressed to businesses. All on-premises options
Other options
Try it free for 7 daysRequest a test instance
We set up a test instance for you, usually on the next business day. No payment details required. After seven days it is deleted unless you continue.
Request a test instance →Bring Your Own InfrastructureInstallation on Your Infrastructure
Installation on your own infrastructure · On-premise or in your cloud · Control over data location and access · Custom configuration · Complete documentation · Initial setup & configuration · Optional support and maintenance contract
Request a proposal →On-premises optionRun osTicket on hardware at your organisation
As an alternative to managed hosting in the data centre, WZ-IT provides the hardware, configures osTicket, and handles hardening, monitoring, updates, backup and technical support. Access can be limited to the internal network or enabled through VPN and existing identities.
View WZ-IT App Node →Service levels
Five service levels for different operating requirements
Response target = initial technical response to critical incidents (P1) · Price and flexible operations allowance per customer environment and month · Hourly rate for additional work
Essential
Next business dayby end of dayInitial technical response to critical incidents (P1) by the end of the next business day
includedin the base operations price
no allowance- Hourly rate
- Standard rate
- regular service hours
- €120
- outside regular service hours
- €240
For less time-critical systems, staging and internal applications.
Business
Popular4 hwithin service hoursInitial technical response to critical incidents (P1) within 4 service hours
+€99.90
0.5 h allowance- Hourly rate
- 5% below standard
- regular service hours
- €114
- outside regular service hours
- €228
For production systems without contractual night and weekend on-call coverage.
Priority
1 hwithin service hoursInitial technical response to critical incidents (P1) within 1 service hour
+€199.90
1 h allowance- Hourly rate
- 10% below standard
- regular service hours
- €108
- outside regular service hours
- €216
For business-critical systems requiring a fast response during the service window.
Production
60 minnights and weekends includedInitial technical response to critical incidents (P1) within 60 minutes, 24/7
+€349.90
1 h allowance- Hourly rate
- 15% below standard
- regular service hours
- €102
- outside regular service hours
- €204
24/7 P1 on-call coverage for business-critical production environments.
Critical
after audit30 minnights and weekends includedInitial technical response to critical incidents (P1) within 30 minutes, 24/7
+€549.90
2 h allowance- Hourly rate
- 20% below standard
- regular service hours
- €96
- outside regular service hours
- €192
Available after audit, runbook and capacity approval.
Business, Priority, Production and Critical include the first covered workload in a customer environment. Further covered workloads cost €29.90, €39.90, €49.90 and €59.90 per month respectively. For monitoring-only servers, we notify within the level's window for €14.90, €19.90, €24.90 and €29.90 per server and month respectively; without a service level, during service hours.
The flexible operations allowance applies to planned work during regular service hours and expires at month end. Operations, monitoring, backups, maintenance and updates within the agreed scope do not reduce it. Additional work beyond the agreed operations and the allowance, as well as further incident work, is billed at the hourly rate of the service level of the affected environment. The standard rate applies to commissioned work without a service level. Hour packages and fixed prices have their own prices. All prices are net and exclude statutory VAT. The offers are addressed to businesses.
SLA & Service Levels →Sizing and deployment location
Sizing osTicket for real usage
User count alone does not determine sizing. Concurrency, data volume, background jobs, integrations and recovery objectives define the required environment.
| Usage profile | Starting point | Decisive factors |
|---|---|---|
| Small production entry | Technical discovery | Users, data, integrations and protection requirements are classified. |
| Several teams or departments | Load and role profile | Concurrency, permissions and background processes are assessed separately. |
| High data or transaction load | Capacity assessment | Growth, I/O, caches and bottlenecks are measured or modelled. |
| Business-critical operations | HA and recovery design | Outage objectives, maintenance windows and restart targets shape the architecture. |
- The calculator is technical guidance. Data volume, high availability, integrations, migration, edition and service level are assessed before a binding proposal.
Sizing and deployment location
Available deployment locations
Depending on data paths, latency, compliance and existing infrastructure, osTicket can run on WZ-IT infrastructure, in your cloud, on premises or as a hybrid deployment.
Dedicated WZ-IT infrastructure
Isolated customer environment with documented platform operations and agreed service levels.Your cloud
Operations in your existing cloud account with clear separation of platform and account ownership.On premises
Deployment in your data centre or server room close to internal data sources and business systems.Hybrid
Distribute application, data and integrations across locations through controlled private connections.
Target architecture
Embedding osTicket safely in the system landscape
Web access, identities, application, database and file storage are separated so business processes can be extended safely.
Business users and systems
Controlled use through browsers, clients, APIs or automated processes.
Access and network boundary
TLS, reverse proxy, private access and restricted administration paths.
Identities and roles
SSO, directory services, role model and technical service accounts.
osTicket platform
Application services, configuration, jobs and business runtime state.
Persistent data
Databases, object storage or files with a defined backup scope.
Interfaces
APIs, webhooks, queues and directory services connected to adjacent systems.
Operational signals
Logs, metrics, health checks and alerting for the agreed scope.
Production and administration access are separated; secrets and technical accounts are not kept in uncontrolled configuration files.
Licence and edition review
Offering osTicket with the appropriate usage rights
The licence has undergone a technical review. Before the proposal, we align edition, functionality, operating model and vendor terms with the concrete use case.
| Licence model | Reviewed on |
|---|---|
| GPL-2.0 | 2026-10-15 |
- How licensing enters the proposal: The identified GPL-2.0 licence is the starting point. WZ-IT documents images, versions and components and clarifies any additional vendor services before deployment.
- osTicket is a trademark or product name of its respective owners. WZ-IT is an independent service provider, neither a partner nor a representative of the project, and is not affiliated with it.
- Open official licence source
Role in the overall system
Related services for osTicket
This page covers installation and the agreed platform operations for osTicket. Custom code, the access layer and special confidentiality requirements remain clearly separated responsibilities that can be added when needed.
Maintain the application
Support custom code and integrations
Keep custom extensions, interfaces and dependencies controlled, updated and supportable.
View service Secure accessConnect users, sites and systems
Add identity-based access and private network paths as a separate operational layer.
View service Operate confidentiallyAssess Section 203 requirements separately
For professional secrecy holders, define contractual, access and infrastructure requirements in a dedicated operating model.
View serviceThree relevant adjacent paths instead of a long list of further products.
View the overall systemFrequently asked questions about osTicket managed hosting
Answers about operations, migration, licensing, infrastructure and integrations.
- osTicket Hosting with WZ-IT starts at €99.90 net per month. It includes a dedicated size XS instance (2 vCPU, 2 GB RAM, 40 GB NVMe SSD), updates, daily backups with 7 days of retention, 24/7 monitoring, 5 TB of outbound traffic and a first response to critical incidents by the end of the next business day. Larger instances and higher service levels cost extra; the configurator shows the total price.
- The entry level is a dedicated size XS instance with 2 vCPU, 2 GB RAM, 40 GB NVMe SSD for €99.90; it suits lightweight applications as well as test and development environments. Size S with 2 vCPU, 4 GB RAM, 80 GB NVMe SSD costs €129.90. We check which size osTicket needs in production before provisioning. Size M (4 vCPU, 8 GB RAM, 80 GB NVMe SSD) costs an extra €29.90 excl. VAT, L (8 vCPU, 16 GB RAM, 80 GB NVMe SSD) an extra €89.90 excl. VAT and XL (16 vCPU, 32 GB RAM, 80 GB NVMe SSD) an extra €199.90 excl. VAT, each per month. Additional storage costs €4.99 excl. VAT per 50 GB and month.
- No. WZ-IT does not limit the number of users. How many users can work smoothly at the same time depends on usage and the chosen instance size XS to XL.
- osTicket Hosting can be cancelled monthly, with no minimum term and 30 days' notice to the end of the month.
- Germany, Switzerland and Austria are available at the same prices. All three locations are data centres without US clouds that are ISO 27001 certified within the scope of the respective data centre operator; in Germany we additionally operate with a German provider whose data centres are BSI C5 attested. A confidentiality agreement under Section 203 German Criminal Code (StGB) is also available for app hosting on request, at the German location only; the separate Section 203 Managed Cloud for professional-secrecy holders is available in Germany only.
- Yes. Besides Germany, Switzerland and Austria are available as locations, at the same prices in euros. The operator of the data centre in Switzerland is certified to ISO 27001, ISO 9001, ISO 14001 and ISO 50001 and sources electricity from renewable sources; the data centre in Austria is ISO 27001 certified. State the preferred location in your request; it is recorded in the proposal.
- We typically provide a production instance within a few business days after signing. For a trial, we set up a test instance, usually on the next business day; it runs free of charge for 7 days and without payment details.
- Yes. One .de domain is included with every hosting plan. Alternatively, connect your own domain or subdomain with a CNAME record.
- Depending on scope, we cover target architecture, deployment, secure baseline configuration, monitoring, backups, updates, recovery, documentation and technical incident handling. Integrations and further development can be added.
- Yes. Before takeover we assess version, edition, data, extensions, identities, integrations, backup status and known legacy issues, then define a controlled takeover or migration plan.
- At the review date of this page, GPL-2.0 was identified. Before deployment we verify the concrete version and edition again and document the applicable licence source.
- Depending on protection requirements and data paths, it can run on dedicated WZ-IT infrastructure, in your cloud, on premises or as a hybrid setup. The target architecture is agreed in advance.
- Typical integrations include SSO, email, calendars, CRM or ERP, payment and document services, and APIs. We clarify data ownership and process responsibility for every interface.
Reviews & projects
Client feedback and projects worldwide
Networking & Provisioning
WZ-IT moved our studio infrastructure from decentralised individual devices to a central platform: every site is securely connected via VPN, new devices are onboarded automatically and an entire site is provisioned from a template, without manual steps on location. What impressed me most is the breadth and depth of their knowledge: Timo and Robin are not a typical IT provider who sets up a server and leaves. The two of them think their way into highly complex infrastructure and software topics, work through every requirement we put in front of them, and build networking, provisioning and operations so that everything fits together in the end. WZ-IT is an excellent partner for complex software, network and architecture projects.
Steve KirchnerManaging Director, nextGYM GmbH
International
Built in Germany's Ruhr Valley. Running worldwide.
WZ-IT designs, develops and operates infrastructure and software for clients in Germany and internationally. We deliver projects remotely and continue supporting them in ongoing operations after go-live.
Selected projects
- LiveRemote access platform for distributed water treatment plantsABCO Water Systems · Australia · Secure Access & OT
- 81%AWS migration with substantially lower operating costsEVA Real Estate · UAE · Cloud exit & infrastructure
- 98%Provision new sites in minutes instead of hoursnextGYM GmbH · Germany · Automation & IoT
Read client reviews
Hosting & operations
Enquire about hosting and operations for osTicket
Briefly describe the current state and objective for osTicket. We assess infrastructure, integration, and ongoing operations.
- Straight with Timo and Robin - no sales team, no pitch
- A professional assessment of your situation
- Concrete next steps for infrastructure, software or AI
The conversation is free and non-binding.
WZ-IT's advice on our Azure migration was technically sound and completely non-binding right from the intro call - we took away a great deal.
Jakob ÖschlbergerInno7 GmbH
WZ-IT's advice on our Azure migration was technically sound and completely non-binding right from the intro call - we took away a great deal.