Retool Support Policy
This Retool Support Policy ("Policy") is subject to the terms and conditions between Retool and Customer, as referenced in the applicable Order Form (the "Agreement"). Capitalized terms used but not otherwise defined in this Policy will have the definitions given to them in the Agreement.
Applicability
This Policy describes Retool's support services under the following Support Plans:
- Enterprise Support (applicable if Customer has purchased an "Enterprise" level Services subscription under the current Order Form)
- Premium Support (applicable if Customer has purchased the "Premium Support" subscription under the current Order Form)
Retool Support
At all times during the subscription term of the Order Form, Retool will maintain a sufficient number of personnel who are experienced, knowledgeable, and qualified in the use and support of the Services. Retool will respond to Customer's support tickets related to the Services, which must be submitted by Customer to a Retool Support Channel ("Support Tickets"), in accordance with this Policy. All support by Retool will be performed remotely and in the English language.
The Retool Support Channels available to Customer will depend on Customer's current Support Plan:
| Retool Support Channel | Enterprise Support | Premium Support |
|---|---|---|
| Retool Help Portal (located at help.retool.com or such other successor URL) | √ | √ |
| Slack Support Channel | Not available | √ |
Slack Support Channel
Customers with the Premium Support Plan have the option to create Support Tickets via an integration in a Slack Connect shared channel connected to Retool's Slack Organization. All Support Tickets submitted to the Slack Support Channel will be automatically categorized as a P3 issue. To open higher priority issues, please use the Help Portal.
Support Hours and Regions
Retool's support hours are based on Customer's current Support Plan and the priority level of Customer's request.
| Enterprise Support | Premium Support | |
|---|---|---|
| For P0 issues | From 5 pm on Sundays to 5 pm on Fridays, Pacific Time | 24 x 7 x 365, including local office holidays |
| For P1 - P3 issues | Business hours* of Customer's preferred Support Region, as set forth in the Order Form. | Business hours* of all Support Regions |
* Excludes local office holidays
Support Regions
- US West: 9 am - 5 pm US Pacific Time; Mondays through Fridays
- US East: 9 am - 5 pm US Eastern Time; Mondays through Fridays
- EMEA: 9 am - 5 pm GMT/BST; Mondays through Fridays
- US Late (APAC): 5 pm - 1 am US Pacific Time; Sundays through Fridays
Hours of coverage will be adjusted in accordance with locale-specific daylight-saving changes.
If Customer is under the Enterprise Support Plan, Customer may change its preferred Support Region no more than once during the term of the current Order Form. To request a change in Customer's preferred Support Region, Customer must submit a P3 Support Ticket to the Retool Help Portal.
Priority Level Descriptions; Target Response Times
Priority level descriptions, along with target response times corresponding to Customer's current Support Plan, are set forth in the table below.
Resolution times are dependent on the nature and complexity of the issue raised by Customer. Customer's active engagement and assistance may be required to support resolution in a timely manner.
| Priority Level** and Description | Target Response Times* for Enterprise Support | Target Response Times* for Premium Support |
|---|---|---|
| P0 - An emergency condition which makes the continued use of any production use cases depending on the Services impossible or significantly impaired. The condition requires an immediate solution that is not already available to Customer. Example Issues >All Authorized Users are locked out of the primary workspace of Retool >An important production Workflow is suddenly malfunctioning | 2 global business hours | 1 hour |
| P1 - Any condition which makes configuration of any one or more functions of the Services impossible and which Customer cannot reasonably circumvent or avoid on a temporary basis without the expenditure of significant time or effort. Example Issues:
| 1 business day | 4 global business hours |
| P2 - Limited problem conditions which can be reasonably circumvented on a temporary basis without significant expenditure of time or effort, or unclear configuration blockers needing troubleshooting to identify potential product fault. Example Issues:
| 2 business days | 1 business day |
| P3 - A minor problem condition or Documentation error which Customer can easily circumvent or avoid. Suggestions for new Service features or enhancements are also classified as Priority Level 3. Example Issues:
| 4 business days | 2 business days |
* "Target Response Time" means the time between Retool's receipt of any Customer message within a Support Ticket, including the initial submission, and Retool's next response via one of its personnel.
** Customer will have the ability to designate the priority level of its Support Tickets if submitted via the Retool Help Portal. Retool may reassign the priority level, provided that such reassignment follows criteria set forth in the table above.
Customer Responsibilities
To assist Retool in addressing and troubleshooting requests, Customer must remain accessible to engage with Retool, have a base knowledge and familiarity with the Services, and provide Retool with all information reasonably necessary to assist Customer in addressing Customer's request. Retool's provision of any support in accordance with this Policy is subject to Customer's compliance with its payment obligations under the Agreement.
Exclusions
Retool's support offering is limited to issues in the base delivered functionality of the Services, as described in the applicable Documentation and will not include administering Authorized User access to the Services or use of Custom Apps. Retool's support offering does not apply to (i) deprecated versions of the Services that are no longer supported by Retool (as specified in the applicable Documentation), (ii) Trial Products; (iii) Customer's infrastructure or other failures related to Customer's deployment; or (iv) issues caused by Customer's use of the Services in breach of the Agreement or the applicable Documentation.
Disclaimers
In response to support requests raised by Customer in accordance with this Policy, Retool may offer temporary workarounds, patches, bypass procedures, or other solutions to mitigate the effects of the issue. Retool does not guarantee that it will be able to resolve all issues raised by Customer under this Policy.
Operational Changes
Retool may modify this Support Policy from time to time to reflect new features or changing operational practices, but the modifications may not be retroactive or materially decrease Retool's overall obligations during the applicable Order Form term.