Support
Support overview
Within the COE, technical support of the Retool Platform should first start within the COE team where first level of support is performed. For issues that are not resolvable, COE team can triage and engage with their designated Retool Technical Manager (TAM) or engage with Retool Technical Support. As shown in the following diagram the COE team identifies a regularly scheduled time each week for teams to engage.
- Weekly Office Hours hosted by organization’s COE members allowing teams to support developers, admins and architects. Issues that require further assistance can be triaged and forwarded to the Retool Technical Team (TAM, Support).
- Critical issues are directed to COE for tracking & Retool TAM / Support Engineering teams for resolution.
Example Prioritization
The following table provides an example of what a COE Team could use to help prioritize how to route support issues.
| Support Category | Description | Next steps |
|---|---|---|
| COE Ownership | Team comes to COE office hours, Messaging channels with a usage question. The question is not impacting access/utilization of the platform, apps, workflows | COE works to resolve or engages with Retool Community, Retool TAM |
| COE Management / Retool Ownership | Team reaches out to COE about a blocking development issue. | COE engages with Retool TAM to help solve the issue. |
| COE Management / Retool Ownwership | Team and organization is experiencing a Retool Outage and COE is informed. | COE opens a ticket with appropriate priority with Retool Support Engineering. |
Retool releases
Retool provides different mechanisms for distribution. Customer on Retool Cloud will be enabled on the latest release of Retool and can determine the version by selecting their avatar and examine the bottom of the dialog. The Retool version will be identified.
Customers that employ self-hosted will be installing Retool in Docker or Kubernetes. For these installations, customers have two options, Edge and Stable.
Edge Release
- Edge provides the new functionality and fixes on a weekly basis and previous versions are deprecated once a new release is made available.
Stable Release
- Stable provides a release every 13 weeks and is generally behind the cloud version by 4 releases.
Identify release a fix is in
When customers report an issue within Retool, that issue is triaged, reproduced and provided to Retool development for a future fix. Retool Support Engineering would share the release the fix will be made available in and this can then be viewed under the stabile release notes, for example: 3.75 Release Notes.
Download and patch systems
Once the release is available it pushed to Docker Hub for immediate download / update of your Retool installation.
The following instructions provide recommendations on the process that the COE could employ, or the COE can collaborate with their DevOps/Platform organization to define a recommended path.