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.
Alex, Head of Support