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.

  • Basic

    • Features
      • Advanced Security Notifications
      • Discount on Professional Services
      • Email Support
      • Basic Remote Install
      • Product Bug Triage and Handling
      • Annual Performance Audit
      • Chat Support
      • Extension Customization
      • Workflow and Process Consulting
      • 1 week of Professional Services
      • 2 Hour Emergency SLA
      • 24x7 Support Availability
      • Expedited Product Bug Triage and Handling
      • Private Github Repository for Customizations
      • Input into Product Roadmap
      • Remote Login for Discovery
    • Response Time 2 Business Days
    • Support Incidents Per Quarter 2
    • Product Q&A Requests per Quarter 8
    • Designated Representatives1
    • Public Training Discount10%
    • Private Training Discount10%
    • RT Annual Cost$4,995
    • With RTIR Annual Cost$5,995
  • Enterprise

    • Features
      • Advanced Security Notifications
      • Discount on Professional Services
      • Email Support
      • Basic Remote Install
      • Annual Performance Audit
      • Chat Support
      • Extension Customization
      • Workflow and Process Consulting
      • Product Bug Triage and Handling
      • Private Github Repository for Customizations
      • 1 week of Professional Services
      • 2 Hour Emergency SLA
      • 24x7 Support Availability
      • Expedited Product Bug Triage and Handling
      • Input into Product Roadmap
      • Remote Login for Discovery
    • Response Time 1 Business Days
    • Support Incidents Per Quarter 4
    • Product Q&A Requests per Quarter Unlimited
    • Designated Representatives2
    • Public Training Discount20%
    • Private Training Discount20%
    • RT Annual Cost$19,995
    • With RTIR Annual Cost$23,995
  • Premier

    • Features
      • Advanced Security Notifications
      • Discount on Professional Services
      • Email Support
      • Basic Remote Install
      • Annual Performance Audit
      • Chat Support
      • Extension Customization
      • Workflow and Process Consulting
      • 1 week of Professional Services
      • 2 Hour Emergency SLA
      • 24x7 Support Availability
      • Expedited Product Bug Triage and Handling
      • Private Github Repository for Customizations
      • Input into Product Roadmap
      • Remote Login for Discovery
      • Product Bug Triage and Handling
    • Response Time 4 Business Hours
    • Support Incidents Per Quarter Unlimited
    • Product Q&A Requests per Quarter Unlimited
    • Designated Representatives4
    • Public Training Discount2 People Free Per Year
    • Private Training Discount50%
    • RT Annual Cost$59,995
    • With RTIR Annual Cost$71,995


Support Contract Term Definitions

Advanced Security Notifications

Chances are you have sensitive data in your RT instance, and there are significant ramifications if there's a breach. We perform regular security audits on RT (or RTIR) to identify and address vulnerabilities. Our support customers get notified of these vulnerabilities, and delivered fixes for them, approximately 2 weeks before we announce them publicly.

Discounts on Professional Services

We want our support customers to get the most out of all of our services should they choose to engage us for services in addition to support. Whether you need more hands-on assistance with configuring your RT/RTIR instance, or want to implement a new feature altogether, we can do it all.

Email Support

RT is built from the ground up to work with email, and we leverage that to manage our incoming support requests. Every time a support request gets created, we get notifications in email and in RT. By gathering context in our tickets about each customer we help, we increase our institutional knowledge about your RT instance and can be ever more useful when you write in.

Basic Remote Install

Included at all levels of support, a Best Practical engineer will install RT or RTIR for you on your infrastructure as part of a support contract if you are new to RT and RTIR.

Annual Performance Audit

Audits are useful if you are experiencing a specific behavior with RT and want us to dig deeper for more information about what's going on-  and if it's problematic- how to fix it. Examples include investigating reasons for slowness, examining the impact of customizations, or if they are even in use in the first place. We can also perform audits to build estimates for desired customizations or other projects.

Scheduled Chat Support

This feature is a great supplement to email communication, as it allows you and your team to troubleshoot with our RT experts in real time for up to two hours.

Extension Customization

If you decide to make customizations to RT yourself, under support we will provide you with guidance and advice on best practices for extending RT.

Workflow & Process Consulting

RT is not only feature rich, but extremely flexible with how you can apply each feature in conjunction with others. As a result, there are many possibilities for workflows. As part of Premier support we will spend dedicated time with you and your team to help you figure out what processes make the most sense for your team, and share our knowledge from well over a decade of experience helping customers with exactly this category of problems.

Expedited Product Bug Triage and Handling

Find a bug in RT? We might blush a bit, but no problem - we'll get it scheduled and fix it. (Expedited available in Premier only.)

1 Week of Professional Services

As part of Premier support, we will cover any RT or RTIR related topics of your choosing. Not only are we equipped to discuss the subtleties of RT and RTIR, but we can also brainstorm with your team on larger topics, such as how to grow RT in your organization or how to integrate RT and RTIR with other applications you may be using. We can perform this service either remotely or onsite.

2 Hour Emergency Support Service Level Agreement

Sometimes there are issues that can't wait, especially if RT is a mission critical application in your organization. We will acknowledge and get to work on a reported issue within 2 hours of receipt, no matter what time of day or night. (Premier only.)

24x7 Support Availability

We can be available for you and your team at any time to help with show-stopping issues. (Premier only.)

Input into Product Roadmap

Because RT is so widely used, we come across use cases we've never considered all the time. We're convinced that our customers have unique insights we can use to continuously improve the product, allowing you and our many users to do more with RT. (Premier only.)

Remote Login for Discovery

While we are good at getting the information we need from email, chat, and over the phone, sometimes an issue is best researched in person. We'll narrow down areas of interest and collect information we need to get your problem solved as quickly as possible. (Premier only.)


Frequently Asked Questions

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 an Incident Support request?

Incident 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 Support request?

Product support request are far less or not at all urgent when compared to Incident Support. Product 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 we 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.

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