2. Get help
Write to support@itogai.com or help@itogai.com. Both reach the same queue, a person reads both, and no request is answered by automation alone.
A person answers within one business day. That first answer tells you what happens next. It does not always mean the issue is resolved, because how long a fix takes depends on what broke, and itogai would rather say so than promise a time it cannot keep.
Business days are Monday to Friday, excluding United States federal holidays, in United States Eastern Time.
Requests are ordered by severity, never by plan. Someone on the Free plan reporting that the service is down is answered before a paying customer asking how a feature works.
| Severity | What it means | What itogai does |
|---|---|---|
| Service down | The service is unavailable, or a core function fails for every user | Work begins immediately and continues until service is restored. You are updated as itogai learns more |
| Blocked | You cannot do something the service is meant to do, and no workaround exists | First response within one business day, and a stated plan with it |
| Degraded | Something works but badly, or a workaround exists | First response within one business day, and a place in the queue |
| Question | How something works, or a request for a change | First response within one business day |
What to include
- the email address on your account, so itogai can find it;
- what you were trying to do, and what happened instead;
- where you were, with the page address if you were on the web;
- when it happened, with your time zone;
- a screenshot if you have one, with anything you would rather not share cropped out.
Never send a password, a payment card number or a one-time code to any itogai address. itogai never asks for one, and a message that does is not from itogai (see who to write to).
What support covers
The service on every surface it is delivered on; account, access and billing questions; connecting and disconnecting a source; a data export, which is handled on the timelines for privacy requests; and the exercise of any right in the legal documents.
What it does not cover: a third-party system itogai does not operate; your own network, device or configuration; and advice on how to run your business, which is what Professional Services are for.
The full commitment on availability, first response and incident reporting is the Support and Availability page in the legal hub.
3. Who to write to
| For | Write to |
|---|---|
| Product support, account issues, outages and status questions, data export requests, questions about availability measurement, reaching a person about an introduction | support@itogai.com or help@itogai.com |
| Billing and plan changes, cancellations, refunds, pricing eligibility and region-adjusted pricing, bridger payouts and platform fee questions | billing@itogai.com |
| Privacy questions; access, deletion and every other privacy rights request, from anyone, user or not; removal of a person’s information; appeals of a declined request; questions about the Cookie Policy | privacy@itogai.com |
| Legal notices and contract questions; intellectual property and DMCA claims; security reports and requests to test; a suspected compromise of an account, a credential or a device; abuse reports and appeals of a suspension; objections to a material change; requests for a countersigned Data Processing Agreement; subscriptions to change notices, with the subject line “Register notifications” | legal@itogai.com |
| Trademark permission requests, misuse reports and questions about the Trademark Notice | trademarks@itogai.com |
| Demos, partnerships and sales; press and brand kit requests, with the subject line “Press and Brand Kit Request” | demo@itogai.com |
| Anything else | info@itogai.com or itogai@itogai.com |
Mail that itogai sends rather than receives comes from no-reply@itogai.com for transactional messages about your account, notifications@itogai.com for product notifications, and intros@itogai.com for introduction requests and the message that connects two people once an introduction is accepted. None of the three is monitored, and a reply to any of them reaches no person; to reach a person about an introduction, write to support@itogai.com. They are named here so that a message from one can be recognized as itogai’s, and anything that asks for a password, a payment card, a one-time code or a payment from an address that is not on this page is not from itogai. Do not answer it, and send a copy to legal@itogai.com.
By post. Legal notices go to legal@itogai.com and to this address:
Itogai LLC
Attn: Legal Department
4821 Jumping Way
Lake Worth, Florida 33467
United States of America
4. Delete your account or your data
You can ask without an account, without signing in and without contacting anyone first, from whatever device you are on.
If you can sign in. Account deletion is in your account settings, as a control separate from canceling a plan, and the flow offers you an export first. Everything in the account is deleted within thirty days, except the few records the Privacy Policy says itogai keeps, and backups roll off within ninety days.
If you cannot sign in, or would rather write. Send an email to privacy@itogai.com with the subject line Delete my account, from the email address on the account if you still have it. If you have lost access to that address, write from any address and say so. itogai verifies that the account is yours before anything is deleted, and what you send for verification is used for nothing else and is discarded once the request is done. itogai confirms receipt within five business days, and the deletion runs on the same thirty-day clock.
Your export. Where you delete the account yourself, the export comes first, so take it before you confirm. Where an account ended some other way, the export stays available for thirty days afterwards; if you can no longer sign in to reach it, write to support@itogai.com from the address on the account within that window and itogai delivers it within ten business days.
Canceling is not deleting. When you cancel a paid plan, paid access continues to the end of the billing period and the account then moves to the Free plan with its data intact. Nothing is deleted unless you delete the account.
One person, not the whole account. Inside the product you can find, correct, export or delete everything held about any one person in your account, and you can correct or remove an enrichment result.
5. If you never signed up
If a colleague or a contact added you to their itogai account, you can ask what itogai holds about you, have it corrected, have it deleted, or have itogai stop using it for relationship signals. You do not need an account, and you never need to know who added you.
Write to privacy@itogai.com with your name and the email address or phone number a user is likely to hold for you. That is all the intake asks for. itogai confirms receipt within five business days and answers within thirty days at most, sooner where the law that applies to you gives less.
The page Notice to people in our users’ networks is written for exactly you: what itogai is likely to hold, where it came from, how long it is kept and every right you have.
6. Report a security issue
Write to legal@itogai.com; no other address handles security. itogai acknowledges receipt within five business days, investigates in good faith, tells you what it found and what it intends to do within thirty days, and credits you if you would like to be credited. Testing itogai’s systems requires written authorization first, which the same address grants, and reporting something you have already found in good faith is never treated as a violation. itogai does not run a paid bounty program.
The same address takes a report that an account, a credential or a device may have been compromised, and a copy of any message that asks for a password, a payment card or a one-time code in itogai’s name. Security at itogai describes how the service protects your data.
7. Applications from a marketplace
Where you obtained an itogai application from an application marketplace, itogai alone provides maintenance and support for it, on the terms of this page and of the Support and Availability page. The marketplace operator provides none, and nothing in a listing means the operator supports, warrants or answers for the application. Support for an application starts at the same place: support@itogai.com.