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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 |
| Order | Order | Order | Order | Contact us | |
| 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.