This is a repost from the Discord. I would like to also discuss this here, since this forum seems to be the heart and soul of retool customer support
The weakest and most disappointing thing about retool is the lack of fast and dedicated support. In the community forum it seems to be a game of luck if/when a question is picked up. Sometimes it takes days, or one even gets no answer at all. From my perspective, for a B2B product that costs us several hundred dollars a month (Business Plan), this lack of customer support is unheard of. There is not even the possibility to buy add-on support packages (ala AWS), which we would gladly do. The business decision to gate dedicated/fast customer support behind the (very expensive) Enterprise plan feels pretty customer hostile and even predatory, since the lock-in is high, and one only really needs support after building something substantial and more complicated than a few simple forms.
I was already approached by competitors who do know about this and are aggressively offering free migration support, etc.
I hope retool reevaluates their stance on customer support in the future.
Disappointing, perhaps. I tend to think about support as something tends to cost a company a lot of money. That being said, there is Office Hours available and in my experience, unless there is a config/system wide problem, this Community has a lot of smart people who are willing to pitch in and help. I have looked at other platforms and I think that with Retool's overall platform and options, and the community supporting it; is the best. But, to each their own.... my 2 cents....
Thanks for sharing your thoughts here @Perelin! We know Retool is key to accomplishing important work, and running into issues isn't fun. We're always working on improving how we support all of our customers.
Our community forum is designed as a shared knowledge hub where developers and Retool staff exchange advice, insights, ideas, and inspiration beyond what’s covered in the docs. While we do chime in, curate answers, and moderate content, it’s not structured as a direct support channel. Given the complexity of software development, 1:1 troubleshooting for custom use cases is a significant investment and adds up fast. Our support model is built to scale, and we invest in the community so that everyone can share knowledge across all plan levels.
It’s helpful to hear your feedback on the idea of add-on support outside of Enterprise plans. While it's not currently in our roadmap, we added your +1 and will continue to track customer interest. If you’re looking for hands-on help, our developer network connects you with experienced, trusted freelancers.
We also recognize the need for timely action on platform issues. This year, we’re rolling out a better way for customers to report Cloud breakages so it’s easier to flag and fix issues faster. Until then, we actively monitor forum posts and email reports to stay on top of potential outages.
We take this feedback seriously and appreciate the discussion—shoutout to @ScottR for highlighting Office Hours and the strength of the community here. If something’s blocking you, let us know here on the forum, or via account and billing email support — we want to make sure you have the right resources to keep building.