Thank you for asking @jmr1234 - we have recently made an update to our Support contact channels. We do have a wider announcement planned for next week. Appreciate you asking here where others can also learn the latest!
You’re right that as of this week, 1:1 developer support over email and Slack will now be limited to the Enterprise plan. Customers on any plan can still email us directly about account or billing related questions, and we aim to reply within 1 business day. If you’re experiencing a critical outage that should be added to our status page, you should still email us to let us know and we will escalate these reports promptly.
As Retool’s user base continues to expand, we are making a conscious investment to provide technical answers and advice where they have the greatest impact for all current and future users. We're investing in the forums as a scalable channel for all customers to learn from discussions and verified answers, and a space for Retool (including product managers and engineers) to engage with and learn from customer feedback and feature requests.
Every answer here is reviewed and confirmed by a Community Support Engineer on our team, and will be discoverable by others looking to get help with similar issues. We are focusing our efforts on making the forums as useful, active, and accessible as possible.
You may have already noticed an increase in Retool engineers and product managers directly engaging here in the forums! You can also expect to see more exciting updates and programs like gamification and celebration for contributors, investment in systems infrastructure, and smoother moderation at scale.
I also want to highlight that although our Developer Community Forums (here!) are the best place to ask questions, share solutions, discuss new updates, and leave feedback, we also run live video office hours several times per week. If you’re interested in learning more about Retool generally, join us to discuss use cases in a group. You can also network with fellow Retool developers in our Discord server.
If you’re looking for hands-on dedicated technical help on a specific timeline, options include our developer network, or booking a demo with our team to explore our Enterprise plan.
Hope this context on our goals and investment helps understand the change!