We’ve
definitely
got your back.

Does your team require a large amount of customization, maintenance, and/or technical consultation? Maybe you’d like to move from an on-premise instance to our managed Cloud hosting? Maybe you need to tweak an existing extension—or even build your own? Best Practical Solutions offers personalized, enterprise, world-class support for everyone from the mom-and-pop shop to the highly matrixed corporate and municipal entities.

Our team is not only incredibly well-versed in all things RT, we are the people who wrote it! If you have a support arrangement, send an email to support@bestpractical.com. You can also visit our self-service portal.

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.

Cloud RT Plans

Unlimited Users, Unlimited Features, Unlimited Possiblities.
All plans include High Availablity, Automatic Failover,
and Backups for your database.

On-Premise Support Plans

Get Request Tracker your way—on your server. As always, never pay any per-user or licensing fees. We will grow with you every step of the way.

 

Frequently Asked Support Questions

If you have questions not listed here, please reach out!

  • 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.

  • 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.

  • 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.

  • Also called Service Level Agreements (SLA), 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.

  • No worries! We can be flexible if you exceed the ticket volume occasionally, or have a spike of volume for a short period of time. If you are seeing a continued increase in your volume, we will work with you to adjust your plan or come up with something custom to better meet your needs.

  • 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.

  • 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. Q&A Support requests do not have a formal SLA.

  • Response time or Service Level Agreement (SLA) refers to the amount of time in which Best Practical will respond to a customer's request for Product support. Best Practical operates on US Eastern time, and our standard support hours are Monday - Friday from 8am - 6pm.

  • We are closed on the following days. Please note if the holiday falls on a weekend, it may be observed on a weekday.

    • January: New Year's Day

    • January: Martin Luther King, Jr. Day

    • February: Presidents' Day

    • April: Patriots' Day

    • May: Memorial Day

    • June: Juneteenth

    • July: Independence Day

    • September: Labor Day

    • October: Columbus or Indigenous Peoples' Day

    • November: Veterans Day

    • November: Thanksgiving

    • November: Day after Thanksgiving

    • December: Christmas Day