Tell us what is going wrong.
Identify the system, describe the fault and tell us what changed. Existing customers should use the support route in their agreement.
Pick the situation that fits. Each route names the reference to bring and where responsibility sits, so the enquiry reaches the right place first time.
Use the route agreed for the project.
Your account and engagement identify the work, the responsible party and the agreed assistance route.
- Bring a reference
- Project / agreement reference
- Responsibility
- Your agreement: coverage and response terms
- Route
- /account/support
Already working with us?
Use the contact and escalation route in your agreement. Include the project or product name and the effect on your work. Your agreement sets coverage and response terms.
Make the fault reproducible.
Tell us what you did, what you expected and what happened instead. Include the application version, when the issue began, whether it repeats and any recent update. Redact error messages; never send passwords, access tokens or live customer records.
01System / product and version:02Effect on the work:03Steps to reproduce:04Expected behaviour:05Actual behaviour / redacted error:06When it began / recent changes:07Organisation / project / agreement reference:
Keep passwords, tokens and live customer records out of the report.
Product enquiries go to the product team.
RIFT Control and RIFT Workspace are in development. Name the product when asking about its direction or an enterprise requirement. For a separately operated product, use that operator’s support information.
Keep your enquiry reference.
Use a work email and include the relevant organisation, project or agreement. A reference confirms that the contact form recorded your message. If the form reports an error, keep your details and retry or use the published email address.
Make a support enquiry
From an unanswered question
to an engineered possibility.