Support
Best Practical Solutions’ official support offerings and agreement
have finally been blessed by our lawyers. Support and development
contracts are the only way that I make money necessary to underwrite
RT’s continued development. If your organization is interested in
a support contract, or even if it isn’t but is willing to buy one anyway,
please don’t hesitate to send email to sales@bestpractical.com.
A description of Best Practical’s support offerings and fee structures
is attached to the end of this message
RT 2.0.11
RT 2.0.11 is a minor update which corrects a bug in 2.0.10 that
affected a single site, related to overzealous merging.
This release is functionally identical to 2.0.11-pre1. There is no
need to upgrade if you’re running 2.0.11-pre1.
You can download RT 2.0.11 from
http://www.bestpractical.com/rt/download.html
RT Support Levels and Fees
Bronze Level Support ($1,500 per quarter, $6,000 per year)
* Available only for support of the Programs for processing less
than 1,000 tickets per quarter in one ticket database. For support
of the Programs for use with additional ticket databases,
additional support for such use may be ordered at the rates set
forth herein.
* Only one customer representative may be designated to contact
Supplier
* Contact with Supplier is limited to e-mail, unless otherwise
authorized by Supplier
* Supplier will respond to four separate incident support requests
per quarter
* Supplier will use reasonable efforts to respond to incident
support requests within one business day of receipt of request
* For support requests in excess of four incident requests per
quarter, Customer may request support at a rate of $200 per hour
for a minimum of four hours, payable in advance unless waived by
Supplier
* Installation support is not included, but is available separately
on terms set forth below.
Silver Level Support ($3,000 per quarter; $12,000 per year)
* Available only support of the Programs for processing less than
2500 tickets per quarter in one ticket database. For support of
the Programs for use with additional ticket databases, additional
support for such use may be ordered at the rates set forth herein.
* Terms for Bronze Level Support apply except as otherwise stated in
these Silver Level Support terms
* Only two customer representatives may be designated to contact
Supplier
* Supplier will respond to eight separate incident support requests
per quarter
* Supplier will use reasonable efforts to respond to incident
support requests within one business day of receipt of request
* Ten percent discount on then applicable rate for Consulting
Services
Gold Level Support ($9,000 per quarter, $36,000 per year)
* Available only for support of the Programs for processing less
than 10,000 tickets per quarter in one ticket database. For
support of the Programs for use with additional ticket databases,
additional support for such use may be ordered at the rates set
forth herein.
* Terms for Silver Level Support apply except as otherwise stated in
these Gold Level Support terms
* Only two customer representatives may be designated to contact
Supplier
* Supplier will respond to sixteen separate incident support
requests per quarter
* For non-emergency incidents (as defined below), contact by e-mail
with Supplier using reasonable efforts to respond to such an
incident support request within one US business day of receipt of
request
* For emergency incident support request, contact is available by
web->pager gateway between 8 AM and 8 PM US Eastern Time, Monday
through Friday, with Supplier using reasonable efforts to respond
to such an incident support request within four hours (i.e.,
emergency requests received outside of such hours will be
responded to at the beginning of the next US business day)
* Fifteen percent discount on then applicable rate for Consulting
Services
* An Emergency may be either a Severity 1 or Severity 2 problem, as
described below.
+ Severity 1: The problem causes complete loss of service. 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:
o Data corrupted
o A critical function is not available
o System hangs indefinitely, causing unacceptable or
indefinite delays for resources or response
o System crashes, and crashes repeatedly after restart
attempts
+ Severity 2
o The problem causes a severe loss of service.
o No acceptable workaround is available; however,
operation can continue in a restricted fashion.
Platinum Level Support ($30,000 per quarter, $120,000 per year)
* Available for support of the Programs for processing any number of
tickets per quarter in one ticket database. For support of the
Programs for use with additional ticket databases, additional
support for such use may be ordered at the rates set forth herein.
* Terms for Silver Level Support apply except as otherwise stated in
these Platinum Level Support terms
* Only eight customer representatives may be designated to contact
Supplier
* Supplier will respond to sixty-four separate incident support
requests per quarter
* For non-emergency incident support requests contact by e-mail with
Supplier using reasonable efforts to respond to such incident
support requests within four business hours (business hours being
the hours between 8 AM to 6 PM US Eastern time, Monday thru
Friday) of receipt of request
* For emergency incident support requests, contact is available by
24x7 web->pager gateway with Supplier using reasonable efforts to
respond to such incident support request within four hours
* Twenty percent discount on then applicable rate for Consulting
Services
* 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)
Installation Support
* Installation support is available separately on the following
terms:
* Installation support is provided in a minimum four hour block.
* The fee for installation support is $200 per hour for a minimum of
four hours, payable in advance unless waived by Supplier
* Installation support does not include configuration over and above
the defaults recommended by Supplier
* If at any time Supplier believes installation will take more than
4 hours, Supplier will attempt to notify Customer and Customer can
decide whether Supplier shall continue, at the fees set forth
above
To order Support or Installation Services, please contact
sales@bestpractical.com.
Thanks very much,
Jesse Vincent
Best Practical Solutions
Free trouble ticketing software. Commercial-grade support.
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And you know, that makes