Existing Client Support Guide

There are two ways to reach the support team:

• Use the Existing Client Support form on this website. It is the fastest route and makes sure nothing is missed, because the form asks for the details we would otherwise have to come back and ask for.
• Email support@retrisa.com directly.

You do not need to go through a sales or contact form to get help, and you do not need to know which engineer to ask for.

The more of this you can include, the faster the first response is useful:

• A short, specific summary — “Outlook not sending for two users” beats “email problem”;
• Who is affected: one person, a team, or everyone;
• When it started, and whether anything changed around that time;
• The exact error message, word for word, if there is one;
• Which device, application or site is involved;
• Whether it is constant or intermittent;
• What you have already tried; and
• The best way and time to reach you.

Screenshots are useful, but please send them by reply to our response rather than trying to attach them to the web form, which does not accept file uploads.

Please provide enough information for Retrisa to understand the issue, but never submit:

• Passwords;
• MFA codes;
• Recovery codes;
• Private keys;
• API secrets;
• Authentication tokens; or
• Other login credentials.

If sensitive information is required to resolve an issue, Retrisa may provide an appropriate secure method for exchanging it. A support technician will never ask you to email a password.

Priority tells us how the request should be queued relative to other work:

• Normal — day-to-day requests and issues with a workaround: a software question, a new user request, a single non-blocking fault.
• High — someone is blocked from doing their job, or a team is significantly affected, and there is no reasonable workaround.
• Urgent — a business-stopping problem: a core system down, widespread outage, or a suspected security incident.

Please choose honestly. Priority is most useful when it reflects real business impact, so that genuinely urgent problems stand out.

If you suspect a compromised account, ransomware, fraudulent payment instructions or any other security incident, mark the request Urgent and say so plainly in the summary. Do not include credentials. If your agreement defines a specific incident procedure or escalation contact, follow that procedure as well.

Submitting a support request does not alter your organization’s existing support agreement, service scope or response-time commitments.

Support availability, response targets, covered services, exclusions and emergency procedures are governed by the Service Level Agreement and other contracted terms between your organization and Retrisa, where such an agreement is in place. Website forms and email should not be relied on as emergency channels unless your agreement expressly says so.