On-Premise FAQ 

How can I deploy RT for Free?

RT is, and forever will be, freely available to download and deploy. If you are comfortable maintaining RT on-premise, you can grab the most stable release here.

Can I move to Hosted RT from my on-premise instance?

Absolutely, and we're here to help! Ifyou are interested in moving your locally deployed RT instance to a managed installation, we've got you covered.

Is RT available on AWS?

We have an AWS Image available if you are looking to deploy in the cloud.

Do you provide any discounts?

We are happy to offer a 20% discount to acedemic institutions and a 10% discount to non-profit organizations.

Can I try RT for free?

Definitely! Your first 30 days are on us. Sign up for a free RT trial here to get started.

What payment options do you accept?

Payments are accepted by credit card (Mastercard, Visa, AmEx), bank transfer, or check.

What's the difference between Managed Hosting and On-Premise Deployment?

With Managed Hosting for RT, we host and setup your RT instance for you. This is generally the best option for teams who want to get started quickly and easily, and for teams who don't want to manage the technical complexity of hosting themselves.

With an On-Premise Deployment of RT, you host RT on your own servers and you're able to customize your setup however you'd like. This is generally the best option for teams who want to manage all the details of the setup and don't mind the additional complexity of hosting themselves.

When should I choose the Premium plan over the Standard plan?

Keri for wording!!!

Jira Software Cloud Premium is for teams looking to scale Jira Software across their organization with confidence by offering unlimited storage, a financially-backed 99.9% uptime SLA, and 24/7 Premium Support with a 1 hour response time for critical issues.

Can I get access to the source code for customization?

Yes, the source code and API is open and accessible to customize RT and integrate with other systems and tools as you see fit.

Does BPS offer professional services for additional help, like customization work for RT?

Yes, we can help with all sorts of customer needs. Reach out to us here and we can discuss your requirements.

What is a Designated Representative?

While a support request can originate from any person in your organization using your RT instance, we ask that only the person you've designated submit support requests . We would love to be able to talk to any and all users of RT and RTIR, but when troubleshooting urgent matters or discussing more casual aspects of configuration, we like our engineers to know that the person with whom they're speaking has at least some context on how support works and what to expect. If your support representative goes on vacation, you are welcome to select a stand-in while they are out. Likewise, if the support representative moves on, you can certainly select a new one.

What is a Support Request?

Support requests occur when there is an error in RT or RTIR such that business functions cannot continue, and are therefore, more urgent than Product Support requests. Examples include data corruption, a feature not functioning correctly, the system hanging indefinitely, and system crashes.

What is a Product Q&A Support Request?

Product Q&A Support Requests are far less, or not at all, urgent when compared to Support requests. Product Q&A Support Requests are meant to give you guidance, advice, and best practices on how to get the most out of your RT or RTIR instance from our team who develops and configures RT and RTIR every day. We encourage our customers to fully utilize product support, as this tends to prevent incidents from happening.

What do you mean by Response Time?

Also called Service Level Agreements, these are the amounts of time in which Best Practical will reply to your incident support requests. While we do not have a fixed SLA for product support requests, we always strive to answer these requests as quickly as possible.

Which Holidays does BPS Observe?

To see a list of holidays BPS observes, click here.