Support
Last updated: November 5, 2026
This page describes how to get help with the Itasca Platform, sold as RIFFL, and how quickly Itasca Innovation, Inc. ("Itasca", "we") responds. A signed agreement with your organisation may set different terms; where it does, that agreement applies.
How to ask for help
- From inside an app: use the Need help? button. Your request reaches the app's maintainer and our team, with the page you were on.
- From your AI assistant: ask it for help with the Platform, and it raises a request for you.
- From the console: Build → Help shows your organisation's requests and their replies.
- By email: write to support@itascainnovation.ai.
Every request gets a reference number. Replies arrive by email and in the console, and you can answer them either way.
Hours
Support is staffed Monday to Friday, 9:00 to 17:00 US Central Time, except US public holidays. The Platform itself runs at all hours, and requests can be raised at any time.
Response times
We respond to a request within these times during support hours. A response means a person has read the request and replied; resolution can take longer.
| Severity | Meaning | First response |
|---|---|---|
| Critical | The Platform, or an app your organisation depends on, is unavailable, or data may be at risk | 4 business hours |
| Serious | An important feature does not work and there is no reasonable workaround | 1 business day |
| Normal | Something does not work as expected, or there is a workaround | 2 business days |
| Questions and ideas | How to do something, or a request for something new | 5 business days |
Tell us the severity when you write. If you do not, we judge it from what you describe.
Escalation
If a request is not progressing, reply to it asking for escalation, or write to support@itascainnovation.ai with "Escalation" and the reference number in the subject. An escalated request is reviewed by a senior member of our team on the next business day.
Changes and incidents
Changes to the Platform are tested before they reach you and are made without interrupting service. If an incident affects your organisation, we tell its owners by email what happened and what we are doing about it. Our Security page describes how the Platform is protected.
Feature requests
Ideas for an app go to that app's owner in your organisation, who decides them. Ideas for the Platform itself are welcome at support@itascainnovation.ai.