Smartsheet Fee Credit Request

Please fill out the following form to request a Smartsheet Fee Credit for either (i) an Availability Event under the Smartsheet Service Level Agreement (“SLA”) or (ii) Smartsheet’s failure to meet its Premium Support target initial response times under the Smartsheet Support Policy (“Support Policy”). A request for a Smartsheet Fee Credit will be qualified against the terms and conditions of the SLA or Support Policy, as applicable.



All fields below are required to submit a request for a Smartsheet Fee Credit.

Request Type

If you have already been communicating with the Smartsheet Support or Finance teams regarding this issue, please provide the applicable 8-digit case number. Case numbers will be a series of eight digits, generally starting with 0 (e.g., 05129810)

Please enter the Account ID or Invoice Number associated with your account. If you do not know or have access to either of these numbers, please reach out to your account’s System Administrator.

Please provide the email address that you use to access the impacted Smartsheet account

Select or enter value
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Please provide the date(s) on which the Covered Services were not Available and approximately how long such services were impacted

Please provide a one-sentence description of the impact of this incident on you and your organization