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On-Premise Support

🖥️ On-Premise Support

Your infrastructure. Our expertise.

RT is free to download and self-host. These plans are for organizations that want direct access to the engineers who build RT, for installation help, upgrades, troubleshooting, and long-term operational guidance.

Community
Self-host RT at no cost. Full open source, forever free.
Free
Download and deploy yourself
Download RT →
What you get
  • ✓Unlimited users & tickets
  • ✓Advanced security notifications
  • ✓Full RT feature set
  • ✓Source code & API access
  • ✓Community forum support
  • ✗Professional support or SLA
  • ✗Installation assistance
  • ✗Upgrade guidance
Build
For teams moving from community to a professionally supported environment
$450 /mo
Billed annually
Buy Build
Support included
  • ✓20,000 tickets/year
  • ✓Advanced security notifications
  • ✓1 designated support rep
  • ✓Email support
  • ✓2 business day SLA
  • ✓Installation & upgrade support
  • ✓1 support request / quarter
  • ✓4 Q&A requests / quarter
  • ✗Extension / workflow consulting
Most Popular
Scale
For organizations scaling RT across departments with high ticket volume
$1,650 /mo
Billed annually
Buy Scale
Support included
  • ✓100,000 tickets/year
  • ✓Advanced security notifications
  • ✓2 designated support reps
  • ✓Email & chat support
  • ✓1 business day SLA
  • ✓4 support requests / quarter
  • ✓8 Q&A requests / quarter
  • ✓Extension customization
  • ✓Workflow process consulting
  • ✓Private GitHub repo
  • ✗24×7 emergency support
Transform
For enterprises with complex deployments and critical uptime requirements
Custom
Tailored to your organization
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Support included
  • ✓Unlimited tickets
  • ✓Advanced security notifications
  • ✓4 designated support reps
  • ✓Email & chat support
  • ✓4 business hour SLA
  • ✓Unlimited support & Q&A requests
  • ✓24×7 emergency support
  • ✓Dedicated account rep
  • ✓Product roadmap input
  • ✓Remote login for discovery
  • ✓All consulting included

🎓 Academic institutions receive 20% off · Non-profits receive 10% off

Not sure which plan fits? Tell us about your setup and we’ll put together a recommendation.

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Every paid support plan includes

These aren't upsells -- they're the foundation of every professional support relationship.

✓ Unlimited RT users
✓ Full RT feature set
✓ Source code & API access
✓ Installation & upgrade support
✓ Product bug triage
✓ Direct access to RT engineers
✓ Email support channel
✓ Formal SLA response times
Why organizations pay for RT support

It's not about unlocking features -- it's about reducing operational risk and gaining a trusted partner.

Direct access to the engineers who build RT

No tier-1 gatekeeping. No knowledge-base runaround. When you need answers, you're talking directly to the engineers who wrote the code.

Upgrades without the surprises

Major RT upgrades touch the database, your extensions, and years of configuration. Our team has done this hundreds of times, we guide you through it so nothing breaks and nothing gets lost.

A partner who remembers your history

RT outlasts staff changes, reorgs, and leadership turnover. Your support relationship means someone always knows your environment, even when your own team doesn't.

Compare all plan details

Full side-by-side breakdown for technical evaluators.

Show full comparison table
Community
Free		Build
$450/mo		Most PopularScale
$1,650/mo		Transform
Custom
Platform
UsersUnlimitedUnlimitedUnlimitedUnlimited
Tickets per yearUnlimited20,000100,000Unlimited
Full RT feature set✓✓✓✓
Source code & API access✓✓✓✓
Support Access
Support channelCommunity onlyEmailEmail & chatEmail & chat
Designated support reps✗124
SLA response time✗2 business days1 business day4 business hours
Installation & upgrade support✗✓✓✓
Support Capacity (per quarter)
Support requests✗14Unlimited
Product Q&A requests✗48Unlimited
Product bug & triage✗✓✓Expedited
Consulting & Customization
Extension customization guidance✗✗✓✓
Workflow process consulting✗✗✓✓
Private GitHub repo✗✗✓✓
Enterprise Operations
24×7 emergency support✗✗✗✓
Dedicated account rep✗✗✗✓
Product roadmap input✗✗✗✓
Remote login for discovery✗✗✗✓
Frequently asked questions
What is a "support request" vs. a "product Q&A request"?
Support requests are for urgent issues -- errors that prevent normal business operation, like crashes or broken functionality. These carry formal SLA response times.

Product Q&A requests are lower-urgency guidance questions: how to configure something, best practices, extension advice. They don't carry a formal SLA.
What is included in "installation and upgrade support"?
This covers guidance and assistance for initial RT installation and for upgrading between RT versions -- including database changes, configuration migration, and extension compatibility checks.
Can you help us customize RT with extensions?
Yes, on Scale and Transform plans. This includes advice on selecting, installing, and configuring extensions, along with light adjustments for smooth integration. More involved custom development is available as professional services.
Can you help us redesign our RT workflows?
Yes, on Scale and Transform plans. We'll help you map your business processes into RT workflows -- queue setup, ticket lifecycles, roles, approvals, and notifications.
What is a "Designated Representative"?
The primary contact who can open support requests on behalf of your organization. Depending on your plan, you have 1-4 designated representatives.
How do I deploy RT for free?
RT is freely available to download and deploy. Grab the latest stable release on our download page. Community forum support is available at no cost.
Can I move to Cloud RT instead?
Absolutely. If you'd like to move from self-hosted to Cloud RT -- where Best Practical manages infrastructure for you -- we can help with that migration. See Cloud RT pricing →
What payment methods do you accept?
We accept Mastercard, Visa, and AmEx via credit card, as well as bank transfer and check.

Ready to talk through your deployment?

Our team can help you choose the right support level for your organization's size and operational needs.

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