[rt-users] [rt-announce] RT 2.0.11 Released + more support contract information

Jesse Vincent jesse at bestpractical.com
Wed Jan 2 22:25:07 EST 2002


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 at 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 at bestpractical.com.




	Thanks very much,
	Jesse Vincent
	Best Practical Solutions


-- 
http://www.bestpractical.com/
	Free trouble ticketing software. Commercial-grade support.


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