Support

Getting help

Email support@ryanit.io. There is no ticket portal to sign up for and no chatbot in front of a person.

If something is wrong with a finding — it is inaccurate, or it points at the wrong page — say so. Those reports are the most useful thing we receive, and they change the product rather than being filed.

What to include

Most questions are answered faster with three things: your Confluence site URL, the name of the space, and roughly when the scan ran. If it is about a specific finding, the page title and the first line of the finding is enough for us to identify it.

Please do not send page content or screenshots containing information you would not want us to hold. We do not need it — Winnow stores its findings in your own Atlassian tenancy and we cannot see them, which means we work from what you tell us.

Hours and response times

Monday to Friday, 9am to 5pm Pacific Time, excluding Canadian statutory holidays.

• Acknowledgement — within one business day.
• Something is broken and the app is unusable — worked on the same business day, with an update at least daily until it is resolved or a workaround exists.
• A finding is wrong, or something behaves oddly — a considered answer within three business days. Often this becomes a change to the product, which takes longer, and we will tell you when it ships.
• Questions, billing, how do I — within two business days.

Outside those hours you will still reach a person, just not immediately. We would rather publish hours we keep than a number that sounds better.

Availability

Winnow runs entirely on Atlassian's Forge platform. It has no servers of ours to go down, and no status page of its own, because there is nothing separate to report on: if the app is unreachable, that is Atlassian infrastructure, and status.atlassian.com is the authoritative source.

We therefore do not offer an uptime commitment, and we would be suspicious of a Forge app that did — it would be promising something it does not operate.

One thing that is ours: scans depend on Atlassian's AI service, which is rate-limited across your whole site and shared with other apps. When it is busy, a scan can read fewer pages than it intended. Winnow says so on screen rather than quietly reporting a smaller number of problems, and retries those pages on the next scan.

What support covers

Installation, configuration, granting space access, understanding a finding, billing and subscriptions, and anything that looks like a defect.

What it does not cover: writing or fixing your Confluence content, Confluence administration unrelated to Winnow, and custom development. If you ask something outside that list we will still try to point you somewhere useful.

Reporting a security issue

Security reports go to security@ryanit.io and are handled differently — see the security page for what to expect and for our safe harbour statement.

If we let you down

Ryan IT Solutions is a small publisher and Winnow is a new app. If a response is late or an answer is wrong, saying so directly is the fastest route to fixing it. We would rather hear it from you than read it in a review.