Support Policy

This Support Policy describes the technical and account support provided by Smartsheet Inc. (“Smartsheet”) to Customer during the period of authorized access and use of the Subscription Services as set forth in an Order (“Subscription Term”). The levels of support currently offered are: Base Support, Standard Support, and Premium Support (collectively referred to as “Support”). Capitalized terms not otherwise defined in this Support Policy will have the meaning set forth in the User Agreement (“Agreement”). Customer acknowledges that Support may be limited or unavailable if the terms and conditions of the agreement between Smartsheet and Customer governing Customer’s access to and use of the Subscription Services conflict with or otherwise restrict this Support Policy. 

1.     Scope. The purpose of Support is to resolve defects and address conditions causing the Subscription Services to not conform with applicable Documentation (each, as conditioned below, an “Issue”). For an Issue to be considered within scope of this Support Policy, Smartsheet must be able to reproduce or observe the defects or conditions of an Issue. Support may be provided by third parties acting on behalf of Smartsheet, including from jurisdictions outside the United States. Support is available only during the Subscription Term. Support is separate from and does not include Professional Services. Support does not cover Issues arising from or related to: (a) defects or conditions caused by modifications to the Subscription Service made by Customer or its Users, or any person acting at their direction, or caused by Customer’s use of a Third Party Product; (b) Customer’s use of the Subscription Service in violation of the Agreement; (c) known bugs or limitations of a Subscription Service; or (d) features, products or services provided by Smartsheet free of charge or as an alpha, beta or other pre-commercial release. 

2.    Features. Smartsheet will deliver Support via a web-based portal (“Support Portal”), phone, or live chat, and in its sole discretion, may leverage additional or alternative support features (e.g.,  email or web form) from time to time. As specified in the table below, each level of Support includes a different set of these features. While additional languages may be or become available for certain levels of Support, all levels of Support will be provided in English. Support requests are tracked in the Support Portal. 

3.    Issue Response and Resolution. For purposes of this Support Policy, at Smartsheet’s sole discretion: (a) an “initial response” to a Support request may consist of any of the following: an acknowledgment of the Issue on the Site (including any applicable Service status page therein); a message via the Service or the Support Portal; or a direct contact with a Support agent over approved phone numbers, email, or live chat; and (b) a “resolution” to an Issue may consist of any of the following: remediation, mitigation, an action plan, or other reasonable relief from the Issue. Smartsheet’s initial response may be a request for additional information or cooperation to qualify an Issue, and resolution time begins once Smartsheet has qualified an Issue. Smartsheet will use reasonable efforts to meet all target initial response and resolution times. Unless stated otherwise herein, Customer’s sole and exclusive remedy for any alleged failure by Smartsheet to provide Support in accordance with this Support Policy is to request re-performance of the applicable Support. 

4.    Customer Responsibilities. Taking into account the complexity of the Issue, Customer must reasonably attempt to resolve an Issue before contacting Smartsheet. Documentation is available to Customer at help.smartsheet.com to assist with self-service Issue resolution. Customer agrees to fully cooperate with Smartsheet in responding to an Issue, including conducting diagnostic or troubleshooting activities as requested and appropriate. Customer will make at least one SysAdmin available to Smartsheet for questions and performance of technical activities related to resolving or addressing the Issue and will ensure such SysAdmins are trained on the use and administration of the Subscription Service.  

5.    Levels of Support. 

6.    Premium Support Fee Credits. If Customer has submitted a minimum of ten (10) unique qualified Premium Support requests (i.e., excluding duplicative and out-of-scope requests) within a calendar month during a Subscription Term and Smartsheet fails to meet the initial target response time for more than 20% percent of such total requests submitted within such calendar month, then Customer will be entitled to request a credit to be applied against Subscription Service fees for Customer’s next Renewal Term in an amount equal to 5% of the Subscription Service fees paid and attributable to such calendar month (“Fee Credit”). Requests for a Fee Credit must be submitted via this form within thirty (30) days following the end of the calendar month in which the alleged failure occurred. Fee Credits represent Customer’s sole remedy, and Smartsheet’s sole liability, under this Support Policy for Smartsheet’s non-compliance with Premium Support target initial response times. If Customer requests or receives relief or remedy from Smartsheet independent from this Support Policy with respect to an Issue, Customer will not be entitled to request or receive Fee Credits under this Support Policy with respect to such Issue. 

7.    Policy Modifications. Smartsheet reserves the right to modify or update this Support Policy from time to time, with such revisions applicable upon the start of the Renewal Term of Customer’s Services.

Last Updated: April 18, 2024