Terms of Service
Last updated: March 29, 2026
These Terms of Service (“Terms”) govern your use of the osTicket Awesome website at osaweso.me and your purchase and use of osTicket Awesome software and related services. By purchasing a subscription or using our services, you agree to these Terms.
osTicket Awesome is a product of Red e Technology (d.b.a. osAwesome), based in Nelson, BC, Canada.
1. The Product
osTicket Awesome is a commercially maintained distribution of osTicket, the open-source helpdesk platform created by Enhancesoft. Each release begins with the latest upstream osTicket codebase and incorporates 30+ enhancements across design, productivity, internationalization, and enterprise readiness.
osTicket Awesome is not a fork, a theme, or a standalone product. It is a curated, tested, and enhanced build of osTicket. We maintain compatibility with upstream releases through a documented three-way merge process applied to every new version.
osTicket Awesome is self-hosted software. You install it on your own server, and your data remains under your control at all times.
2. Subscriptions and Licensing
What your subscription includes
When you purchase an osTicket Awesome subscription, you receive:
- A license key that enables download access and license validation
- Access to the current release and all updates published during your subscription period
- Access to the community forum (all tiers) or priority email support (Business and Agency tiers)
- The right to install osTicket Awesome on the number of production domains specified by your tier
Staging and development environments (localhost, *.dev, *.test, *.local, *.staging) do not count against your installation limit.
Subscription tiers
| Tier | Price | Production Installations | Support |
|---|---|---|---|
| Solo | $79/year | 1 | Community forum |
| Business | $149/year | 1 | Priority email |
| Agency | $299/year | Up to 5 | Priority email |
All tiers include unlimited agents. There are no per-seat, per-agent, or per-ticket fees.
Billing and renewal
Subscriptions are billed annually and renew automatically unless cancelled before the renewal date. You may cancel at any time through your account dashboard. Cancellation takes effect at the end of the current billing period; you retain access for the remainder of the period you have already paid for.
Switching tiers
You may upgrade or downgrade your subscription tier at any time. Upgrades are prorated for the remainder of the current billing period. Downgrades take effect at the next renewal.
3. Refund Policy
We offer a 30-day money-back guarantee on all new subscriptions. If you are not satisfied with osTicket Awesome for any reason within the first 30 days of your initial purchase, contact us for a full refund.
Upon refund, your license key will be revoked and your access to downloads, updates, and priority support will end. Forum access will revert to read-only.
Refunds are not available for subscription renewals. If you do not wish to continue, cancel your subscription before the renewal date.
4. Support Scope
What is included in support
Product support covers osTicket Awesome specifically:
- Installation assistance (new installations and upgrades between releases)
- Configuration questions (LDAP, OAuth2, email piping, SLA setup, custom forms, theming, language packs, and other osTicket Awesome features)
- Upgrade guidance (backup procedures, file replacement, post-upgrade troubleshooting)
- Bug reports and troubleshooting for issues originating in osTicket Awesome
- Scope clarification (helping you determine whether an issue is in osTicket Awesome or in the upstream osTicket core)
Solo tier subscribers receive support through the community forum. Business and Agency tier subscribers receive priority email support.
Agency subscribers additionally receive migration guidance (planning, data mapping advice, platform comparison) and multi-instance architecture advice (subdomain strategy, coordinating upgrades across client sites) as part of their support scope.
Upstream osTicket issues
osTicket Awesome includes the full upstream osTicket codebase, and we stand behind the complete product. If you encounter an issue that originates in the osTicket core rather than in our enhancements, we will do our best to diagnose it, provide a workaround where possible, and escalate it to the appropriate upstream channels. However, we cannot guarantee resolution of issues in code we do not control.
What is not included in support
The following are outside the scope of product support and are available as professional services at our standard rates:
- General server administration (web server configuration, PHP, MySQL/MariaDB, SSL certificates, DNS, firewalls)
- Custom PHP development or source code modifications
- Staff training or onboarding
- Third-party integration debugging (CRM, ERP, custom API consumers, plugins not bundled with osTicket Awesome)
- Hands-on migration work (installing, importing data, configuring the new system on your server)
- Infrastructure consulting (server sizing, high availability, load balancing, clustering)
- Custom report development or database query writing
This distinction is not a limitation on your subscription. It reflects the standard boundary between product support and professional consulting services that applies across the software industry. If you need assistance beyond the scope of product support, we are happy to discuss a professional services engagement.
5. Acceptable Use
Your osTicket Awesome license is for your own organization’s use. You may not:
- Redistribute, resell, sublicense, or publicly share the osTicket Awesome distribution or any portion of our proprietary enhancements
- Remove or alter osTicket Awesome branding, license validation mechanisms, or copyright notices
- Use your license key on more production domains than your tier permits
- Attempt to circumvent the license validation system
The underlying osTicket codebase is licensed under the GNU General Public License (GPL) v2 by Enhancesoft. The osTicket Awesome enhancements, design assets, language packs, and bundled configurations are proprietary to Red e Technology and are licensed to you only for the duration of your active subscription.
6. What Happens When You Cancel
If your subscription expires or is cancelled:
- Your osTicket Awesome installation continues to function. We do not disable, degrade, or remotely alter your software.
- You lose access to new releases, updates, and downloadable files.
- Your license key is deactivated. License validation checks from your installation will return an expired status, but this does not affect helpdesk functionality.
- Forum access reverts to read-only.
- Priority email support (Business/Agency) ends.
You are never locked in. Your helpdesk data remains on your server, in standard osTicket database format, fully accessible and portable. If you later choose to remove osTicket Awesome enhancements, you can replace the files with a standard osTicket installation at any time.
7. Data and Privacy
Our handling of your personal data is described in our Privacy Policy. By using our services, you acknowledge that you have read and understood that policy.
Because osTicket Awesome is self-hosted, the data within your helpdesk (tickets, customer information, attachments, agent activity) is stored on your servers and is not accessible to us unless you explicitly grant access for a support or professional services engagement.
8. Limitation of Liability
osTicket Awesome is provided “as is” without warranty of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.
To the maximum extent permitted by applicable law, Red e Technology shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, data, or business opportunity, arising from your use of or inability to use osTicket Awesome, regardless of the cause of action or the theory of liability.
Our total liability for any claim arising from or related to these Terms or your use of osTicket Awesome shall not exceed the amount you paid us in subscription fees during the twelve (12) months immediately preceding the claim.
This limitation applies even if we have been advised of the possibility of such damages, and even if any limited remedy provided herein fails of its essential purpose.
9. Indemnification
You agree to indemnify and hold harmless Red e Technology, its owner, and its agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising from your use of osTicket Awesome, your violation of these Terms, or your violation of any third party’s rights.
10. Changes to These Terms
We may update these Terms from time to time. Material changes will be communicated via email to active subscribers at least 30 days before they take effect. Your continued use of the service after the effective date constitutes acceptance of the updated Terms. If you do not agree with the changes, you may cancel your subscription before the effective date.
The “last updated” date at the top of this page reflects the most recent revision.
11. Governing Law
These Terms are governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada applicable therein, without regard to conflict of law principles. Any disputes arising from these Terms shall be resolved in the courts of British Columbia.
12. Severability
If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force and effect.
13. Contact
If you have questions about these Terms:
Red e Technology
d.b.a. osAwesome
Nelson, BC, Canada
info@rede.ca