Enterprise solutions for enterprise needs.

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RT Support

We offer a number of annual support options. Feel free to contact us at sales@bestpractical.com to discuss how one of our standard support arrangements or a custom contract can help you get the most out of RT.

Support plans
Services included Q&A Bronze Silver Gold Platinum
Monthly Cost (in USD) $100 $500 $1,000 $3,000 $10,000
Your annual ticket volume n/a 4,000 10,000 40,000 Unlimited
Support Requests Per Quarter 4 8 16 64
Q&A Requests Per Quarter 10 30 30 30 30
Designated Representatives 1 1 2 4 8
Respond during business hours
Respond 24x7
Response Time 1 business day 1 business day 1 business day 4 business hours
Emergency Support Response Time 4 business hours 4 hours
Support via Email
Installation Support
Onsite Work
Discount on development work 10% 15% 20%

Service Descriptions

Q&A Support
Best Practical's engineers will answer questions via email about RT's capabilities, give recommendations on configuring RT for various scenarios or use cases, and answer questions about RT's source code and any given feature or functionality.
Emergency Support
An Emergency may be either a Severity 1 or Severity 2 problem:
Severity 1: The problem causes complete loss of service and work cannot reasonably continue; the operation is mission-critical to the business and the situation is an emergency. A Severity 1 problem has one or more of the following characteristics:
  • Data corrupted
  • A critical function is not available
  • System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
  • System crashes, and crashes repeatedly after restart attempts
Severity 2: The problem causes a severe loss of service. No acceptable workaround is available; however, operation can continue in a restricted fashion.
Onsite Work
Best Practical will provide one engineer on-site for one week for installation, setup, customization, data migration and training for customer's staff in any 12 month period (plus travel and living expenses).

Additional Support

Additional support (e.g. for additional ticket databases) is available at $200 per hour for a minimum of four hours.

Ready to Order?

You may order these support plans at our online shop or contact sales@bestpractical.com directly.

Not sure yet?

If you have questions about our support offerings or would like us to work with you to craft a custom support package, please get in touch with us either by phone at +1 617 812 0745 or by email at sales@bestpractical.com.

We offer generous discounts to qualified academic institutions.