Support Options

We offer a number of annual support options for Request Tracker and Request Tracker for Incident Response. 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. Supported versions are listed on our Release Policy page, but if you're running an unsupported version don't despair! Contact us so we can discuss custom support options or ways to get you upgraded to the latest and greatest.

All support packages provide the following:

  • Prompt email responses (specifics below) during US business hours to your RT questions and incidents. We're an extension of your team and your RT issues are our issues.
  • A direct line of communication with the RT development team.
  • Advance notice of security issues and updates before we make them public.
  • Basic remote installation of RT on your server.
  • Discounts on upgrades, professional services, and training.

Annual Bronze Support for RT

Bronze Support for RT
4,740.00
Add To Cart
  • Appropriate for a volume of up to 10,000 tickets per year in your RT
  • 2 incidents per quarter, unlimited questions
  • 2 business day SLA on incidents
  • 5% discount on services

Annual Silver Support for RT

Silver Support for RT
9,540.00
Add To Cart
  • Appropriate for a volume of up to 25,000 tickets per year in your RT
  • 4 incidents per quarter, unlimited questions
  • 1 business day SLA on incidents
  • 10% discount on services

Annual Gold Support for RT

Gold Support for RT
23,940.00
Add To Cart
  • Appropriate for a volume of up to 75,000 tickets per year in your RT
  • 8 incidents per quarter, unlimited questions
  • 1 business day SLA on incidents
  • 15% discount on services

Annual Platinum Support for RT

  • Appropriate for a volume of up to 150,000 tickets per year in your RT
  • 16 incidents per quarter, unlimited questions
  • 24 x 7 Coverage
  • 4 business hour SLA on incidents
  • 4 hour response time on emergency incidents
  • Phone support
  • 20% discount on services

Annual Bronze Support for RTIR

 
Bronze Support for RTIR
5,688.00
Add To Cart
  • Appropriate for a volume of up to 10,000 tickets per year in your RTIR
  • 2 incidents per quarter, unlimited questions
  • 2 business day SLA on incidents
  • 5% discount on services

Annual Silver Support for RTIR

Silver Support for RTIR
11,448.00
Add To Cart
  • Appropriate for a volume of up to 25,000 tickets per year in your RTIR
  • 4 incidents per quarter, unlimited questions
  • 1 business day SLA on incidents
  • 10% discount on services

Annual Gold Support for RTIR

Gold Support for RTIR
28,728.00
Add To Cart
  • Appropriate for a volume of up to 75,000 tickets per year in your RTIR
  • 8 incidents per quarter, unlimited questions
  • 1 business day SLA on incidents
  • 15% discount on services

Annual Platinum Support for RTIR

  • Appropriate for a volume of up to 150,000 tickets per year in your RTIR
  • 16 incidents per quarter, unlimited questions
  • 24 x 7 Coverage
  • 4 business hour SLA on incidents
  • 4 hour response time on emergency incidents
  • Phone support
  • 20% discount on services
 

Services

Best Practical Solutions provides a full range of services to help get Request Tracker installed and configured to match your processes and workflows. We also offer custom development services if you need features and functionality not currently provided in RT or an extension. Finally, we provide training in all areas of RT's operation, from introductory user training to detailed technical training for system administrators and programmers who want to fully understand RT's inner workings.

The following are a few examples of the types of engagements we often provide for customers:

  • RT Installation: Remote or onsite installation where a BPS engineer installs RT on your server, then hands it over for your team to manage.
  • RT Deployment Packages: BPS will install and configure your instance of RT or RTIR, as well as provide support for a year. Get more details and request pricing here.
  • RT Upgrades: Our engineers are experienced at upgrading the code and database of older Request Tracker installations to the latest and greatest we have available.
  • Sponsored Features: As with any product, we have a roadmap of the features we want in the future and our customers often have their own as well. Sponsored features are where these come together. Customers can fund features we both want to become part of core RT in the future. This ensures that it will be maintained and functional going forward.
  • Custom Development: We can build extensions specific to your business case and do so in a way that integrates well with RT and is resilient to future upgrades and changes.
  • Development Blocks: A block of time you can use to ask the BPS engineers to build whatever your team needs, from custom code to scrip actions to integrations. If your team has time, we can guide you through your support contract, but development blocks are a convenient way to augment your team if you're already booked.
  • Training: In addition to public training sessions we hold worldwide, we can provide your company with custom training for end users, RT admins, or system administrators and developers. If you regularly bring on new people who need to work with RT or if your RT expert moved to a new position, we can help get your new people up and running.

Do you have questions about Request Tracker not covered in the list above? Contact us and we'll help you get a handle on your RT installation.

Hosted RT

If you would like a hosted and managed installation of Request Tracker, please have a look at our arrangement with Gossamer Threads.