RT 2.0.11 Released + more support contract information

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.

rt-announce mailing list
rt-announce@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-announce

Oh just bloody great, my site is infamous now. :wink: And you know, that makes
me think…doesn’t anyone else do merging? I mean, if we get say, 10
instances of an abuse issue, we just merge it into one ticket. Nobody else
does that?

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.

P.S. Jesse, if you get about 5-10 of those “platinum”-level contracts from
us end users, I hope you’re gonna take us all out for drinks. :wink: j/k

Regards,

Rob.

Rob Mitzel
Information Systems & Services Analyst
Peer 1 Network, Inc.
#2100-555 West Hastings Street
Vancouver, BC V6B 4N5
Office: (604) 683-7747 Fax: (604) 683-4634
Network Operations (24hrs) : 604-484-2588 1-866-484-2588
Website: http://www.peer1.net
Email: rmitzel@peer1.net

Oh just bloody great, my site is infamous now. :wink: And you know, that makes
me think…doesn’t anyone else do merging? I mean, if we get say, 10
instances of an abuse issue, we just merge it into one ticket. Nobody else
does that?

I’m surprised that none of the testers caught it during the previous couple
of weeks, but it was released on christmas eve. I suspect you were probably
the only site who rolled it out before you found the bug and the release was
pulled… :wink: Oh. I meant overzealous merging on RT’s part, not yours!

P.S. Jesse, if you get about 5-10 of those “platinum”-level contracts from
us end users, I hope you’re gonna take us all out for drinks. :wink: j/k

If we get a couple of platinum contracts, one of the first orders of business
(after health insurance :wink: is some professional documentation for folks. And
then there are all sorts of goodies I’ll be able to provide for the community.

Thanks,
Jesse

Regards,

Rob.

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Jesse Vincent
Sent: Wednesday, January 02, 2002 7:50 PM
To: Rob Mitzel
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] RE: [rt-announce] RT 2.0.11 Released + more
support contract information

Oh just bloody great, my site is infamous now. :wink: And you
know, that makes
me think…doesn’t anyone else do merging? I mean, if we get say, 10
instances of an abuse issue, we just merge it into one ticket.
Nobody else
does that?

I’m surprised that none of the testers caught it during the
previous couple
of weeks, but it was released on christmas eve. I suspect you
were probably
the only site who rolled it out before you found the bug and the
release was
pulled… :wink: Oh. I meant overzealous merging on RT’s part, not yours!

Actually, you’d be suprised…my other abuse guy, who’s an old friend of
mine (we’ve worked together for years), at one point merged over 100 tickets
together. It was neat to see, at least. I’m sure the db must have hated
him, I’m sure.

P.S. Jesse, if you get about 5-10 of those “platinum”-level
contracts from
us end users, I hope you’re gonna take us all out for drinks. :wink: j/k

If we get a couple of platinum contracts, one of the first orders
of business
(after health insurance :wink: is some professional documentation
for folks. And
then there are all sorts of goodies I’ll be able to provide for
the community.

Although I’m sure that at this time, our company could in no way afford a
support contract, I would bloody well pay out of my own pocket if need be to
buy a copy of professional printed documentation, and I’m sure there’s lots
of others who would too. I’ve actually got to come up with some sort of
guide for 30+ people, half of which are just computer literate enough to be
annoying, on using our RT system. It should be interesting, and if anyone
has any boilerplate text to add in, feel free to throw it my way. :wink:

-Rob.