Enterprise solutions for enterprise needs.

Product 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.

Bronze Level Support

For companies processing up to 4000 tickets per year.

Best Practical will respond to four separate incident support requests per quarter.
Best Practical will use reasonable efforts to respond to incident support requests within one business day of receipt of request.
Support requests come via e-mail, sent by your company's designated customer representative.
Installation support is not included.
Additional support (e.g. for additional ticket databases) available at $200 per hour for a minimum of four hours.

Silver Level Support

For companies processing up to 10,000 tickets per year.

As above for Bronze Level Support, plus:

Best Practical will respond to eight separate incident support requests per quarter.
Support requests can come from two designated customer representatives.
Ten percent discount on Consulting Services.

Gold Level Support

For companies processing up to 40,000 tickets per year.

As above for Silver Level Support, plus:

Best Practical will respond to sixteen separate incident support requests per quarter.
For non-emergency incidents (as defined below), Best Practical will respond to incident support requests via e-mail, using reasonable efforts to respond within one US business day of receipt of request.
For emergency incident support request, contact is available by web-to-pager gateway between 8 AM and 8 PM US Eastern Time, Monday through Friday, with Best Practical using reasonable efforts to respond to such an incident support request within four hours (i.e., emergency requests received outside of such hours will be responded to at the beginning of the next US business day.)
Fifteen percent discount on Consulting Services.

An Emergency may be either a Severity 1 or Severity 2 problem:

Severity 1: The problem causes complete loss of service. 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

Platinum Level Support

For companies processing any number of tickets per year.

As above for Silver Level Support, plus:

Best Practical will respond to sixty-four separate incident support requests per quarter.
Support requests can come from up to eight designated customer representatives.
For non-emergency incidents (as defined below), Best Practical will respond to incident support requests via e-mail, using reasonable efforts to respond within four business hours (business hours being the hours between 8 AM to 8 PM US Eastern time, Monday thru Friday) of receipt of request.
For emergency incident support requests, contact is available by web-to-pager gateway, 24 hours a day, 7 days a week, with Best Practical using reasonable efforts to respond to such incident support request within four hours.
Twenty percent discount on Consulting Services.
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).

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.