Our Support Policy

All of our RA Panels-related maintenance and support requests (tickets) are handled by our designated RA Panels Support Team: https://retouchingacademylab.com/submit-ticket/

The RA Support team members are located across all of the United States' time zones and we provide support in the Pacific Time Zone via email from 9:00am to 5:00pm, Monday to Friday.

The maximum response time is 48 hours.

We also take occasional leave on public holidays and other such events, so we can be with our families.

We always strive to offer the best possible support as fast as possible, but please be aware that outside of these hours your support requests will be answered on the following working day.

We never leave any customer emails or support tickets unanswered. If you did not receive our response, please check your Spam folder. 

When you submit a Support Ticket, you will receive an automated email with the number of your support ticket. If you have not received one and there are no emails from us in your spam folder, it is a good sign that your support ticket was not actually submitted, so our team will not receive it either. Please re-submit.

Our Support Includes

Our RA Panels Support Team provides support services to customers only. Support includes help with the purchase, login, and download of the purchased panels, as well as installation troubleshooting.

Please check the FAQ page for instant support.

Limitation of Support

Support does NOT include:

• general basic computer knowledge support;
• general retouching education support, our panels are designed to speed up retouching, but it is expected that you understand retouching techniques and tools to use our panels;
• general Adobe Photoshop support;
• solving problems for plugins or scripts that are not packaged with our panels;
• other extensions & plugins integration;
• adding new features or extending the currently available features outside of our scheduled updates;
• changing colors and/or size of panels for individuals;
• any type of modification or customization outside of the use of our own customization features.

Whilst we'd love to be able to help with requests like those mentioned above, it simply wouldn't be possible for our small team to provide such extended support at the expense of providing quality service to our RA Panels' customers.

We do not provide support via phone or Zoom-type calls.

All RA Panel-related questions shall be sent via the Support Ticket form, so that the designated Support Team representatives have all the necessary information to validate your customer account and provide the necessary information that is relevant to your Operating System and Photoshop version.

Updates & Bug Fixing

Whenever a new Adobe Photoshop update causes issues with the RA Panels installation, we update our panels free of charge for our registered users.

Updating any software takes time. We don't want you to have to wait for panel updates without being able to use them. If you use our panels on a daily basis, we encourage you to wait for us to address any compatibility issues before you update your Adobe Photoshop installation to the latest version.

If you must update, please consider keeping the existing version of Photoshop on your computer so you can continue using our panels until we can issue a compatible update.

Occasionally, after an update is released, we may discover bugs in our panels' scripts. We will endeavor to fix these bugs as soon as possible, but please be aware that finding and fixing software errors, as well as the consequent testing of the updates on various Photoshop versions on both Mac OS and Windows computers, takes time. It is usually 1-2 days, but it can take more if the errors are rare or very complex.

Plugin Compatibility

Even though we would love to be able to have every plugin and extension available for Adobe Photoshop work with our panels, this simply is not under our control. We have never received reports of other plugins and extensions conflicting with our panels, but it is always a possibility.

Please do not contact us if you have issues with other plugins and extensions not working properly along with our panels - we will not be able to assist with such issues. You may either disable the problematic plugin, reach out to the problematic plugin's support team, or replace the problematic plugin with an alternative.

Reach Out If You Need Any Help

If you encounter any issues during the purchase, login, download, installation, or usage of our panels, please check the FAQ page for instant help, and do not hesitate to reach out to our Support Team if you cannot find the answer to your specific issue.