Znuny hosting
Znuny is an open-source ticketing system (the direct successor to OTRS Community Edition) for professional customer support and internal help desks. The software enables structured capturing, assignment, and efficient processing of inquiries. As a self-hosted solution, companies maintain full control over their data and can flexibly adapt workflows to their requirements.
- Ticket & Workflow Management
- Automation & Integration
- Knowledge Base, Templates & Text Modules
- GDPR compliant
Our managed Znuny hosting packages
Choose the package that matches your requirements – our hosting solutions offer different performance levels with exactly the features and services your project needs.
Znuny hosting Standard
Standard
99 €/month
198 € setup
- Own VM
OpenStack Public Cloud - 2 cores, 4 GB RAM
Shared resources - 50 GB disk
RAID 10 NVMe SSD - 250 Mbit/s
Unlimited traffic - Guaranteed availability
99% at application level
99.9% at network level - Data center Germany
ISO 27001 certified
- Znuny instance: 1
- Update management
- Backup management
Daily full backups, 14 days retention - Active monitoring
- SLA / DPA
Znuny hosting Premium
Premium
145 €/month
290 € setup
- Own VM
VMware vSphere Private Cloud - 2 cores, 4 GB RAM
Dedicated resources - 50 GB disk
Redundant SSD storage - 10 Gbit/s max
Unlimited traffic - Guaranteed availability
99.5% at application level
99.95% at network level - Data center France
ISO 27001, SOC 1, SOC 2 certified
- Znuny instance: 1
- Update management
- Backup management
Daily full backups, 14 days retention - Active monitoring
- SLA / DPA
Znuny hosting Enterprise
EnterpriseRequest a quote
You get exactly the environment and performance your project needs. Briefly tell us what you have in mind – we will design the appropriate architecture and get back to you with a concrete proposal.
All prices plus statutory VAT.
Managed Znuny hosting details
Full feature list
| Item | Znuny Hosting Standard | Znuny Hosting Premium | Znuny Hosting Enterprise |
|---|---|---|---|
| Prices | 99 € monthly 198 € setup | 145 € monthly 290 € setup | Upon request |
| Application | |||
| Znuny instance | 1 | 1 | |
| Update management | ✔ | ✔ | |
| Backup management SaaS Web creates full backups of the application every day and keeps them for 7 or 14 days depending on the plan. | daily | daily | |
| Backup retention | 14 days | 14 days | |
| Monitoring With active monitoring from SaaS Web the core parameters of the server are checked every minute. If thresholds are reached, we step in to get things back to normal as quickly as possible. | ✔ | ✔ | |
| Hosting | |||
| Platform | Own VM | Own VM | The hosting setup can be individually configured:
|
| Infrastructure | OpenStack Public Cloud | VMware vSphere Private Cloud | |
| Performance | 2 cores, 4 GB RAM | 2 cores, 4 GB RAM | |
| Resources | Shared resources | Dedicated resources | |
| Disk | 50 GB | 50 GB | |
| Storage type | RAID 10 NVMe SSD | Redundant SSD storage | |
| Usable storage | 35 GB local block storage | 10 GB private block storage | |
| Internet connectivity | 250 Mbit/s | 10 Gbit/s max | |
| Traffic | Unlimited | Unlimited | |
| Guaranteed availability | 99% at application level 99.9% at network level | 99.5% at application level 99.95% at network level | |
| Support | Ticket system, email, phone | Ticket system, email, phone | |
| SLA | ✔ | ✔ | |
| Data center | DE (Limburg) | FR (Roubaix) | |
| Certification | ISO 27001 | ISO 27001, SOC 1, SOC 2 | |
| Anwendung | |||
| Domain | 1 domain from .at, .be, .ch, .de, .dk, .es, .eu, .fr, .lu, .nl | 1 domain from .at, .be, .ch, .de, .dk, .es, .eu, .fr, .lu, .nl | The application can be configured as desired:
|
| Order | Order | Enquire | |
More about Znuny
Znuny is the open-source ticketing system for professional service teams – as a help desk, service desk, and issue tracker. AGPL-licensed, flexibly expandable, and proven in thousands of installations, it bundles all inquiries, prioritizes automatically, and supports ITSM processes with SLAs, workflows, and intelligent automation.
Ticket Lifecycle & Queues
Centralized ticketing with queues, states, priorities, owners, and links. Every inquiry is documented as a ticket with a full history (articles, notes, attachments). Escalation info and activity logs ensure transparency within the team and for customers.
SLAs & Escalations
Service times, response/resolution targets, and escalation levels control processing measurably. Automatic reminders, color coding, and escalation events make impending violations visible. This ensures response times remain constant and evidence is audit-proof.
Email Inbound/Outbound & PostMaster Filters
IMAP/POP3 retrieval and SMTP dispatch integrate mailboxes seamlessly. Intelligent PostMaster filters assign by sender, subject, headers, or regex, and set tags, fields, and auto-responses. This drastically reduces manual sorting and prevents duplicate tickets.
Roles, Groups, ACLs & Customer Management
Fine-grained permissions at the queue, ticket, and field levels protect data and define responsibilities. Integrated customer/company accounts enable multi-tenancy and self-service. ACLs control which masks/fields are visible or editable and when.
Automation with GenericAgent
Time- or event-driven jobs update states, move tickets, set fields, notify teams, or perform bulk actions. Recurring routines are standardized, processing times decrease, and SLA targets are achieved more predictably.
FAQ/Knowledge Base & Text Modules
Internal/public FAQ articles with categories, search, and versioning accelerate the search for solutions. Response templates, signatures, and quick modules ensure consistent communication. This significantly increases first-resolution rates and relieves 2nd-level support.
APIs & Directory Services
Via the GenericInterface (REST/SOAP), ((OTRS)) CE can be connected to monitoring, CRM/ERP, chat, RMM, or external portals. LDAP/Active Directory simplifies authentication and role provisioning; SSO scenarios are easily implementable.
Customer Portal & Web Forms
Customers create and track tickets in the portal, upload attachments, and view status and history. Mandatory fields, validations, and categories structure inquiries right at entry. This reduces email ping-pong and improves data quality.
Statistics, Reports & Time Tracking
Evaluations by queue, agent, SLA, category, or period provide reliable management data. Exports support controlling and management reporting. Optionally, agents record time per ticket, facilitating capacity and SLA documentation.
Expandability & Customization
Modular OPM packages, themes, and configuration allow for deep adjustments without a core fork. Dynamic fields, mask tweaks, custom PostMaster rules, and GenericAgent jobs cover special requirements – updateable, maintainable, and reliable in the long term.
Frequently asked questions
Can existing ticketing systems be migrated to Znuny?
Yes. Email mailboxes, users/customers, queues, and tickets (including attachments) can be transferred. Depending on the source system (e.g., OTRS 6 CE, Freshdesk), exports/importers or API-based scripts are used; tests are performed in advance in a staging instance.
How can workflows be automated (SLAs, escalations, assignments)?
States, priorities, assignments, and notifications are controlled on a time- or event-driven basis via GenericAgent and escalation rules. Rules access fields, queues, or categories, start follow-up actions, and ensure SLA targets – reproducible, auditable, and without manual routine work.
Does Znuny support multi-tenancy and separate teams?
Yes. Tenants, teams, and data can be cleanly separated via queues, groups/roles, and ACLs. CustomerIDs/services define customer-specific SLAs, templates, and signatures. Dashboards and reports can be filtered by tenant/team – including isolated self-service portals.
Partner Program
With our partner program you benefit from attractive discounts and low rates for development work – with no long-term commitment and no complicated requirements.
- SaaS Web Coins: up to 20% discount on hosting
- Lower hourly rates for development work
- WordPress plans: data protection package at half price
Developer friendly
Our services are interesting for developers too: we address their particular needs and deliberately support modern ways of working and individual setups.
- 1 month free
You build the website for your client, who takes over the hosting when it goes live. - SSH (SSH key access), SFTP access, Git integration
- Custom setup options
Testimonials
See how other customers use our solutions and what their experience has been.
SaaS Web provides a steady pulse in the background for us: Migrations, updates, peaks – everything runs smoothly. Custom setups are implemented pragmatically, releases happen without downtime, and for questions, you reach real engineers instead of getting stuck in ticket loops. This way, our energy remains focused on content and users – not on hosting.
STJA
With SaaS Web as our partner, our Managed Kirby platform runs smoothly: fast provisioning, professional customization for individual setups, and a genuine understanding of our requirements—allowing us to fully focus on creativity, development, and client results, while SaaS Web reliably takes care of the rest.
Bold and Bright LLC
SaaSWeb impresses with reliable SaaS hosting as well as the professional development of Craft CMS websites and applications. Projects are implemented efficiently and managed technically at the highest level.
Poli Marketing GmbH
The name says it all: SaaS Web!
Prompt support and our hosting packages are always up to date, whether for TYPO3, WordPress, or VM. This is very important for us as an agency—for all our projects, we receive well-thought-out solution proposals with alternatives.
T2U GmbH
Our customers
Many companies already rely on our solutions. Here is a selection of our customers.
With SaaS Web as our partner, our Managed Kirby platform runs smoothly: fast provisioning, professional customization for individual setups, and a genuine understanding of our requirements—allowing us to fully focus on creativity, development, and client results, while SaaS Web reliably takes care of the rest.
