Everything you need.
Nothing you don’t.
Every organization is different. Your support operation has its own scale, its own compliance requirements, its own infrastructure, and its own definition of “mission critical.”
We don’t sell enterprise packages off a shelf. We build them around what you actually need: the right support commitment, the right migration path, the right number of installations, and nothing you’re paying for but never using.
Start with a conversation. We’ll figure out the rest together.
The foundation is the same for everyone.
Every osTicket Awesome subscription, from Solo to Enterprise, includes:
- Unlimited agents. No per-seat fees, ever.
- Full source code access. Audit it, modify it, extend it.
- 30+ enhancements over vanilla osTicket.
- 10 enterprise plugins pre-installed and configured.
- 59 language packs with full RTL support.
- Self-hosted on your infrastructure, under your control.
- Annual updates for as long as your subscription is active.
Enterprise arrangements build on this foundation with formal support commitments, additional installations, and professional services tailored to your deployment.
Support that fits your risk profile.
The following are representative support plans. Your arrangement will be tailored to your organization’s specific needs.
| Standard | Priority | Critical | |
|---|---|---|---|
| Email support | Included | Included | Included |
| Response time SLA | 8 hours (business) | 4 hours (business) | 2 hours (24/7) |
| Annual incidents | 12 | 24 | Unlimited |
| Quarterly health check | — | Included | Included |
| Direct developer access | — | — | Included |
| Security advisory notifications | Included | Included | Included |
| Compliance documentation support | — | Available | Included |
| Starting at | $999/year | $1,999/year | $4,999/year |
All support plans require an active osTicket Awesome subscription (Business or Agency tier, or a custom arrangement).
These are starting points. If your organization needs a different combination of response times, incident limits, or coverage hours, we’ll build it.
We’ll bring your data with you.
Migrating from another helpdesk platform is the biggest friction point in switching. We handle it so you don’t have to.
Migration pricing depends on two factors: the volume of ticket data and the complexity of your agent and workflow configuration.
By ticket volume
| Tickets | Starting at |
|---|---|
| Under 1,000 | $750 |
| 1,001 – 5,000 | $1,500 |
| 5,001 – 10,000 | $2,500 |
| 10,001+ | Custom quote |
Complexity factors that affect pricing
- Number of agents (5 agents is a simple account mapping; 50 agents means dozens of custom views, canned responses, workflow rules, department structures, and permission configurations)
- Number of departments or teams
- Custom field mappings
- Attachment volume and storage
- Integration requirements (LDAP, SSO, email routing)
Supported migration sources: Zendesk, Freshdesk, Jira Service Management, osTicket (vanilla), and other platforms by request.
Every migration includes a pre-migration audit, a test import for your review, and post-migration verification.
Available if and when you need them.
| Service | Description | Starting at |
|---|---|---|
| Professional Installation | Full install, configuration, SSL, first agent setup | $150 |
| Hardened Deployment | Installation + DB optimization + backup configuration + security review | $499 |
| Integration Setup | LDAP, SSO, OAuth2, email routing, or third-party connections | $300–$600 |
| Health Check | Audit of existing installation with written recommendations | $400 |
| Custom Development | Scoped features, workflow modifications, or integrations | $150/hour |
| Staff Training | Remote training session for your support team | $150/hour |
Need a combination? We’ll scope a package and quote a flat price. No open-ended hourly engagements unless you prefer them.
Ongoing access, predictable cost.
For organizations that want regular access to developer-level support without per-incident billing:
| Retainer | Hours included | Monthly rate | Effective hourly |
|---|---|---|---|
| Standard | 3 hours/month | $350/month | $117/hour |
| Extended | 5 hours/month | $550/month | $110/hour |
| Premium | 10 hours/month | $1,000/month | $100/hour |
Unused hours do not roll over. Overage billed at $150/hour. Cancel with 30 days notice.
Built for organizations like yours.
Trusted by thousands of organizations including
4,400+ installations · 190+ countries · 10 years of active development
osTicket Awesome runs support operations for universities, government agencies, defense contractors, healthcare systems, and multinational corporations across 190+ countries.
If your organization needs:
- Formal vendor agreements and SLA documentation
- Compliance support (GDPR, FERPA, HIPAA-adjacent controls)
- Multi-instance deployments across departments or subsidiaries
- Migration from an existing helpdesk platform
- A support partner, not just a software vendor
Then this page was written for you.
Ready?
Tell us about your organization, your current setup, and what you’re looking for. We’ll come back with a proposal that fits.
No sales team. No discovery calls with account executives. You’ll be talking directly to the developer who built and maintains the product.