With Cloud RT, we host and setup your RT instance for you. This is generally the best option for teams who want to get started quickly and easily, and for teams who don't want to manage the technical complexity of hosting themselves.

With an on-premise deployment of RT, you host RT on your own servers and you're able to customize your setup however you'd like. This is generally the best option for teams who want to manage all the details of the setup and don't mind the additional complexity of hosting themselves.

Request Tracker is hosted on AWS. By default, servers are based in the US. If you need a different region due to data storage and compliance, please contact us.

RT is, and forever will be, freely available to download and deploy. If you are comfortable maintaining RT on-premise, you can grab the latest stable release here.

Absolutely and we’re here to help! If you are interested in moving your locally deployed RT instance to a Cloud RT installation, we’ve got you covered.

We are happy to offer a 20% discount to academic institutions and a 10% discount to non-profit organizations.

Yes! We have an AWS image available.

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.

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 holidays. 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

Payments are accepted by credit card (Mastercard, Visa, AmEx), bank transfer, or check.

You own your data! You can always request a copy of your data from Request Tracker.

This person serves as the primary point of contact who can open up support requests on behalf of your organization.

This optional hosting feature provides Cloud RT customers the ability to have live chat sessions with their own customers. All communications from these chats will be added to the ticket for future reference.