Open Source, Backed by the Experts: 5 Reasons to Choose Hosting & Support from the Software Creator
Open source means freedom of choice – including when it comes to hosting and support. But especially in complex setups, the partner you choose can make a world of difference. In this article, we’ll show you why working directly with the software creator not only ensures technical convenience but also delivers real added value in terms of stability, security, and ongoing development.
Open-source software has fundamentally changed how businesses approach their IT infrastructure – including decisions around hosting and support. At Zammad, we’ve noticed a growing number of service providers offering our software. We take that as a huge compliment: it shows that Zammad is a mature and well-established solution.
At the same time, we see that this growing ecosystem of providers can also lead to uncertainty. Especially when it comes to custom requirements, expertise becomes the key differentiator. That’s when true product understanding starts to set itself apart from generic service offerings.
Arguably the biggest advantage lies in the unmatched depth of product understanding. The Zammad team doesn’t just know the interface and features, we know the technical background, architectural principles, and the rationale behind every design decision that shaped the software.
This depth of knowledge already proves its value during the planning phase of a new instance. Our consultants know from hands-on experience:
which configurations are prone to issues in specific environments
where performance bottlenecks typically occur
and which integrations are most reliable over time
This expertise also makes a real difference in day-to-day operations. Many of Zammad’s features can be fine-tuned but they only reach their full potential when system behavior and underlying dependencies are clearly understood.
A great example is automation: Zammad offers powerful triggers, schedulers, and webhooks. We know exactly how their interaction impacts system load and how to design complex workflows that are both efficient and stable.
In short, knowing the product inside and out is often the difference between a workaround and a lasting solution.
Another key advantage of working directly with the team behind the software is having a direct line to development. When a bug is discovered – whether through internal testing, community feedback, or support inquiries – we step in immediately: the issue is logged, prioritized, and addressed without long escalation chains.
For us, every support case is an opportunity to better understand and improve our product. External service providers often focus solely on immediate fixes, without taking the broader context of product development into account.
This proximity to the product also pays dividends when it comes to updates. We know exactly what changes are planned for upcoming releases and how they might affect existing setups. We share this information proactively, support you through the transition, and help minimize any potential impact well in advance.
For organizations that rely on Zammad as a business-critical application, this level of responsiveness and planning reliability is essential.
In today’s IT landscape, security is a critical factor, especially when it comes to customer communication and support processes, where sensitive data is involved. Companies using Zammad need the assurance that their information is handled reliably, in full compliance with the GDPR, and with full traceability.
This is not just a matter of technology, but also of responsibility. That’s why we host all Zammad instances exclusively in German data centers certified to ISO 27001 standards. Maintenance is proactive: key performance metrics are continuously monitored, issues are detected early, and resolved before they escalate. Our backup and recovery processes are optimized for Zammad and can be tailored to meet your specific requirements.
For CFOs, this means predictable operating costs with no unexpected downtime or last-minute fixes. For IT managers, it means standardized security procedures and full support with compliance requirements.
We have found a reliable partner for our data and the data of our customers in Zammad.
One often overlooked advantage of hosting directly with the software creator is the opportunity to actively contribute to its development. If you see Zammad not just as a tool, but as a partner, your requirements will be heard by the very team that’s building the product.
Many key features – like the GitLab integration, Core Workflows, or checklists – were born from real customer needs. Valuable input like this often gets lost or delayed when filtered through third-party providers.
Being close to the product team also means early access to upcoming features. In some cases, you can even test beta versions and provide feedback to help ensure that new functionality is truly aligned with real-world use cases.
For executives, this offers strategic value: instead of just using software, you can actively shape it and build long-term competitive advantage. IT teams benefit from early feature insights and can better prepare for upcoming changes. This collaborative partnership also shapes the way we design our training and workshops – with real needs in mind and your feedback at the center.
🔍 Good to Know:
Zammad grows with its users. Through feature sponsoring, real-world requirements can directly influence product development.
Zammad is quick to get up and running – but in daily operations, the details matter. Who has access to what? How can workflows be mapped effectively? And which features truly add value in day-to-day use? To ensure your team works efficiently from the start, we offer targeted support.
Our training sessions are structured around typical roles such as admins, agents and server administrators. Working in small groups, we build clarity and confidence by focusing on real-world application and covering everything from the basics to advanced features.
For more specific needs, we offer customized workshops. Together, we look at your exact setup, whether it’s about migration, integration, automation, or process design. The result isn’t theory, but hands-on solutions tailored to your use case.
For IT leads, this means less internal training overhead and faster onboarding for new team members. For managers, it means having teams that know how to get the most out of Zammad, which ultimately leads to higher customer satisfaction.
📌 Hands-On Guidance Meets Product Expertise
Planning a migration? Looking to build new workflows? Or ready to unlock the full potential of your Zammad instance?
Working directly with the software developers offers technical, organizational, and financial advantages that benefit every level of your company:
For IT leaders: First-hand expertise, direct issue resolution, and standardized security processes reduce operational effort and ensure long-term system stability.
For CFOs: Transparent cost structures with no hidden middleman markups, proactive maintenance to prevent costly downtime, and predictable operating expenses.
For executives: Strategic involvement in product development, early access to innovations, and the ability to drive long-term competitive advantage through optimized customer service processes.
After all, who understands the platform better than the team that designed and developed it?
