ARS also provides complete API and sample schema documentation. I have spent a considerable amount of time with the ARS suite of manuals over the last few years and so far have been pleased. The manuals are written with a focus on function rather than form. They explain how one would perform a necessary procedure rather than the intricacies of a particular tool. Support Action Request System support is provided for a yearly fee which is based on a percentage of the purchase price.
Remedy provides online telephone support as well as e-mail inquiries.
The engineers have always been reasonably responsive to service requests and I have yet to have any requests go unanswered. The product releases and patches are frequent enough to patch defects before you knew they existed. You will certainly want to add a database engine if you plan to keep more than 5,000 records. For specific information contact Remedy directly. While you may not be able to drive the Action Request System directly out of the box, I doubt you will find yourself forcing your existing tracking model to meet limitations imposed by the Action Request System.