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Skipper
Hosting & licensing

In the cloud or self-hosted

Skipper comes in two hosting options: in the cloud, we host and run your instance for you; self-hosted, it runs on your own server. This page explains who is responsible for what and what happens to your data.

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Foundation

What both have in common

  • Your own instance

    Every business gets its own Skipper instance with its own database. There is no shared database for several businesses.

  • The same software

    Both hosting options run the same program, with the same features and the same updates.

  • Your branding

    Your name and logo appear in the customer portal, in contracts and in service records. The name Skipper remains visible in a few places.

  • Setup and support

    We carry out the initial setup with you, including the connection to your mailbox. Support by email and phone, in German and English, Monday to Friday, 8:00 to 18:00 German time. Development and support are based in Germany.

How onboarding works
Overview

The hosting options compared

Comparison of the hosting options Cloud and Self-hosted
Topic Cloud Self-hosted
Server We run it Your own server
Requirements Just a mailbox Container and database
Updates Included Whenever you like
Backups Included Up to you
Your data Your own instance On your server
Support Email and phone Plus service package
Our access Only as instructed Only as instructed
Switching Possible at any time Possible at any time

Server

Cloud

We host and run your instance. You work in the browser.

Server

Self-hosted

You run Skipper on your own server, under licence.

Requirements

Cloud

A mailbox for incoming tickets, for example in Microsoft 365. You do not need your own server.

Requirements

Self-hosted

Container environment, PostgreSQL with pgvector, S3-compatible storage, SMTP, a domain with TLS and a mailbox.

Updates

Cloud

We install them outside your business hours and announce them with release notes.

Updates

Self-hosted

You receive every update and install it whenever it suits you. If you wish, we do this for you as part of a service package.

Your data

Cloud

Your data is in your own instance, which we run for you.

Your data

Self-hosted

Database and files are on your server.

Support

Cloud

We answer questions about the application by email and phone.

Support

Self-hosted

We answer questions about the application as in the cloud. Help with updates and problems on your server is part of a service package.

Our access

Cloud

Only within the scope of your instructions, for example in support. We do not create accounts for ourselves in your instance.

Our access

Self-hosted

Only within the scope of your instructions, for example in support. You manage the server and access yourself.

Switching

Cloud

You can move to your own server. When the contract ends, you receive a complete export of your database and files.

Switching

Self-hosted

You can move to the cloud. Your database and files are with you anyway.

We charge a flat fee per instance and month. We tell you the prices for each hosting option when we speak with you.

Hosting option

In the cloud

You work with Skipper in the browser. We host and run your instance, including updates and backups. The settings for your business are up to you.

Schematic illustration with sample data.

  • What we handle

    • Running the server for your instance
    • Updates, installed outside your business hours and announced with release notes
    • Backups
    • Setup together with you, including the connection to your mailbox

  • What you set up

    • Company details, logo, legal notice and privacy policy for your customer portal
    • Activities, hourly rates and your billing rules
    • Your team’s accounts and their access to ticket categories
    • Access to Lexware Office and linking your customers to the contacts there, plus further integrations if you use them
Hosting option

Self-hosted

Skipper runs on your own server under a licence. You receive the container image and the updates; we carry out the initial setup together with you.

Your responsibility

We supply the image and updates; you are responsible for operation, with our service package if you wish:

  • Running the server
  • Backups of the database and files
  • Installing updates, at a time of your choosing

What you prepare before the launch is listed in the onboarding checklist.

Requirements

  • A container environment
  • PostgreSQL with the pgvector extension
  • S3-compatible storage for attachments, logos and images
  • An SMTP account for your team’s sign-in links
  • A domain with a TLS certificate
  • A mailbox, for example in Microsoft 365
Service packages

Self-hosted, but not on your own

You want Skipper on your server but would rather not install every update yourself? With a service package, we support you via remote access.

  • Updates done for you

    We install new versions on your server at a time you agree with us.

  • Help when something breaks

    If something is not working, we look at your instance via remote access and get it running again.

  • Regular checks

    We regularly check that your instance and its backups are running and get in touch if anything stands out.

We agree with you which services you need. We tell you the price when we speak with you.

Ask about a service package
Confidentiality

Confidentiality and data protection

We are an IT service provider ourselves and therefore work in your industry. If you have us run your instance in the cloud, you place your customer list, hourly rates and contracts in our hands. That is why we state up front what applies. If you would rather not put your data in our hands, host Skipper yourself. Access to the server is then yours alone.

Our commitments

  • We sign a data processing agreement with you.
  • We do not create accounts for ourselves in your instance.
  • We only access your data as part of the work you ask us to do, for example in support.
  • We do not use your data for our own sales.

Which data goes where

  • Your Skipper instance

    What and when
    Tickets, customers, time entries, contracts and wiki. The database and files belong to your instance, in both hosting options.

  • Email

    What and when
    Emails to and from your customers go through your mailbox, as do the sign-in codes for the customer portal and the email notifications to your team.

  • SMTP service

    What and when
    Only the sign-in links for your team, sent to their email addresses.

  • Lexware Office

    What and when
    Only if integrated: the invoice drafts with their line items.

  • AI provider of your choice

    What and when
    Off by default. If you switch on initial assessment and summaries, ticket content goes to the provider of your choice or, if you prefer, to your own model server. For wiki search by meaning, a separately chosen provider receives the wiki content.

  • Your team’s AI assistants

    What and when
    If someone in your team connects an AI assistant such as Claude via the MCP server, it works with tickets, customers, time entries and wiki, with that person’s permissions. The content goes to the assistant’s provider via that person’s account. Even the button that opens a ticket or wiki page in an AI chat passes the subject or page title to the provider, and “Document knowledge” on a ticket also passes the customer name. The MCP server, the button and “Document knowledge” are switched on by default; you can switch off each of them.

  • Other integrations

    What and when
    Mattermost, Tactical RMM and webhooks only exchange data if you set them up.

What each integration requires and exchanges is described under Integrations.

Frequently asked questions

How do the hosting options differ?

Skipper is available in the cloud or self-hosted. In both cases you get your own instance with its own database and the same software. In the cloud, we host and run your instance, including updates and backups. Self-hosted, Skipper runs on your server under a licence billed monthly or annually, and you are responsible for the server, backups and the timing of updates. You can switch between the hosting options.

Who on your side can see my data when Skipper runs in the cloud?

If we run your instance in the cloud, we only access your data as part of the work you ask us to do, for example in support, and we do not create accounts of our own in your instance. Because we are an IT service provider ourselves, we also commit to this: we do not use your data for our own sales. The basis is a data processing agreement (DPA). If you host Skipper yourself, access to the server lies with you alone.

What do I need to host Skipper myself?

A container environment on your server, PostgreSQL with the pgvector extension, S3-compatible storage for files, SMTP access for your team’s sign-in links, a domain with a TLS certificate and Microsoft 365 for email. From us you receive the container image and the updates. You are responsible for the server, backups and the timing of updates. We do the initial setup together with you.

How are updates delivered?

If we run your instance in the cloud, we install updates outside your business hours, because Skipper restarts briefly in the process, and announce them with release notes. If you host Skipper yourself, you receive an updated container image with each new version and decide when to install it. When the new version starts, Skipper migrates the database automatically. Going back to the old version does not undo this: data that was changed or removed does not come back. If the migration fails, Skipper does not start. So if you host Skipper yourself, back up the database and files before every update. After the update, your team sees what has changed directly in Skipper; these notes are only available in German.

What happens to my data if I cancel?

When your contract ends, you receive a complete copy of your database and your files. If you host Skipper yourself, both are with you anyway. Instead of cancelling, you can also switch hosting options, for example from the cloud to your own server.

How do my team and my customers sign in?

Your team signs in without a password, with a link sent by email or, if you prefer, with their Microsoft account. There are two roles, Administrator and Agent, and billing, contracts and settings are reserved for administrators. Which tickets someone sees is set per ticket category. Your customers sign in to the customer portal, which is only available in German, with a code they receive by email, and depending on the setting on their contact, they see only their own tickets or all tickets of their company.

How does support work?

Whether cloud or self-hosted, support is the same: by email and phone, in German and English, Monday to Friday, 8:00 to 18:00 German time. If you host Skipper yourself, the server, backups and installing updates are your responsibility. You will find the phone number and email address at the bottom of every page.

Questions about hosting and licensing?

Tell us which hosting option you are interested in. We will tell you the price and requirements and are happy to show you Skipper in a demo.

Ask about hosting & licensing