Simply login to Retrace, go to the Account Settings page and choose Upgrade Subscription. If someone else will be upgrading your account, you must add them as a user first. You can do this at any time during your trial.

When your trial ends, you have the option to convert to a paid subscription. Go to the Account Settings page and choose Upgrade Subscription. If you do not wish to upgrade, your account will be deactivated and all your data removed from our servers. If you have any further questions, please contact us at [email protected].

Hosts are instances where the Retrace Agent has been installed. This includes self-hosted Windows or Linux VMs, containers, AWS/Azure hosted architectures, etc. that populate as a server in Retrace.

Host hours are the metered units for how billing is calculated. If an account has 5 servers reporting usage 24/7 during the whole billing cycle, host hours would be calculated as 3,600 (24 hours x 30 days x 5 hosts). For more complex pricing calculations, please contact [email protected] .

Retrace Lite licensing offers unified and value-based pricing by allowing users to configure environments tagged as Production or Non Production.

Where a normal host hour counts towards a full host hour, Retrace Lite hours consume only one third of a host hour (see the section below on the distinction between host hours and Retrace Lite hours).

For example, if an account uses a combination of 1,000 normal host hours and 1,500 Retrace Lite hours, then a total of 1,500 Retrace host hours would be calculated for only one-third of the value (1,000+1,500/3).

A normal host hour is defined as hourly APM usage coming from hosts belonging to environments tagged as Production. These hosts are running the monitoring agent with the profiler enabled.

A Retrace Lite hour is usage coming from hosts belonging to Non Production Environments or from hosts sending in errors and logs without an agent installed. An agent is not required to send in errors or logs.

Follow this documentation to learn the distinction between Production and Non Production features and how to tag your environments as a Production environment.

Each tier has a base allotment of host hours included in the billing period. If the number of hours used has exceeded the base amount of the tier, the overage amount will be billed on a metered basis at the specified host hour rate.

If your usage often exceeds the allocated host hours in the tier, we recommend upgrading to the next tier to take advantage of larger volume discounts. You can easily upgrade within Retrace by going to Subscription Overview >> Manage Subscription within the solution or by contacting [email protected].

Retrace is the full lifecycle APM solution that combines robust APM capabilities with the top tools and capabilities IT teams need the most to eliminate application bugs and performance issues before impacting users. A comprehensive yet easy-to-use SaaS solution, Retrace delivers end-to-end application visibility and enhanced troubleshooting at the code level across hybrid, cloud and on-premises environments. You can sign up for Retrace here.

Prefix is the code-level profiling solution that consistently delivers faster time-to-production and optimal application performance every time. By testing application code as you write it, Prefix helps IT teams deliver an optimum user experience while relieving application churn and reducing trouble tickets. You can download Prefix here.

Support is available 18 hours a day Mondays through Fridays.

Sunday 5pm PST to Monday 1am PST
Monday 6am to Tuesday 1am PST
Tuesday 6am to Wednesday 1am PST
Wednesday 6am to Thursday 1am PST
Thursday 6am to Friday 5pm PST

We answer support tickets in less than an hour during business hours. Simply email us at [email protected] or submit a ticket.

Basic Customer Support is available 8 hours a day Mondays through Fridays in your geography. In Basic Support, we answer support tickets within a business day.

Simply email us at suppo[email protected] or submit a ticket through your Retrace account.

Enterprise tier plans have access to other customer support options

A trace refers to a detailed record of the execution path of a request or transaction through a system or application. A trace typically includes information such as the start and end times of the transaction, the components or services that were involved in processing the transaction, and any performance metrics or errors that occurred during the transaction. Below is an example of one trace

A line of log typically contains a time stamp, a description of the event, and any relevant data or error messages associated with the event. Below is an example of two logs

There are a number of additional tiers, including Enterprise level tiers that include more hour allotments tailored to your needs. To learn more about these options contact [email protected].

New pricing will initially only apply to new customers, and existing customers will be unaffected. If you are an existing customer who would prefer to migrate over to host hour based pricing, please reach out to [email protected]. Existing accounts will migrate to host hour pricing at a future date. A clear plan will be communicated once the details are finalized.