Support Policy

1. What this page is

This is our support commitment, written down: where to write, when we read, and how long a first reply usually takes.

The response times below are targets, and nothing on this page creates a service level agreement. Availability is different: our Service Level Agreement at /sla commits to 99.5% uptime on paid plans and carries service credits when we miss. That SLA covers availability only — it says nothing about how fast we answer email. If you need a contractual response time, that has to be negotiated and written down — write to [email protected] and we will either put it in writing or tell you we cannot. Terms with a defined meaning here are defined once at /definitions.

2. Where to write

Pick the address by subject, not by urgency. All four are read by the same small team.

• Billing, plans, credits, refunds and anything about money — [email protected].
• Privacy, data protection, security reports and abuse — [email protected].
• Enterprise, procurement and contract questions — [email protected].
• A copyright claim — follow the process at /dmca rather than opening a support ticket.
• Help from other builders, and questions about how to prompt something — our Discord, at discord.gg/tAq7FJqBb, and the documentation at docs.vibely.sh.

3. Hours

We answer email Monday to Friday, on Indian Standard Time (UTC+5:30), excluding public holidays in India. We do not staff nights or weekends, we do not run a phone line, and we do not take support requests by direct message on social media. A message sent on Saturday is read on Monday, and the clock on the targets below starts then. We answer in English.

4. First-response targets

These are targets for a first reply from a person. They are not resolution times and they are not guarantees.

A first reply means someone has read your ticket and told you what happens next. It is not a fix. A complicated fault takes as long as it takes, and we would rather say so than quote a number we cannot hold.

• Free — no target. Free support is the community Discord and the documentation. We do read email sent to [email protected] from free accounts, and we answer when we can.
• Pro — two business days.
• Business — one business day.
• Enterprise — four support hours for an issue that makes the Service unusable for your Workspace, one business day for a significant impairment with no workaround, and two business days for everything else, as set out at /enterprise-terms. Where a signed Order states something different, the Order wins. That conversation starts at [email protected].

5. Three clocks that are firmer than the targets above

These come from our other policies. Where they apply, they win.

• A charge you believe is incorrect or duplicated: email [email protected] within 30 days of the charge date. That window is set by “Refunds and cancellation” in our Terms of Service at /terms-of-service, and it is a deadline on you, not a target for us.
• A data-protection rights request: we respond within 30 days. Write to [email protected].
• A grievance under India’s IT Rules 2021: we acknowledge it within 24 hours of receipt and dispose of it within 15 days, which is the period rule 3(2)(a) sets. Write to [email protected] — that is the published address for the Grievance Officer, and it is the one that starts this clock.

6. What support covers

Support covers Vibely — the platform we operate:

• The app at vibely.sh: sign-in, workspaces, members and roles.
• The agent failing: a turn that errors, a sandbox that will not start, a preview that will not load, a build that hangs.
• Credits, metering, invoices, plans and payment.
• Publishing on a vibelyagent.com subdomain, connecting a custom domain, and the native build pipeline on our side.
• Connectors on our side: the authorisation flow, the token we hold for you, the call we make.
• Reporting a bug, reporting a security issue, and asking for a feature.

7. What support does not cover

We are not your engineering team, and we are not the support desk for services we do not run. These are out of scope:

• Debugging the logic of the application the agent built for you — your business rules, your data model, your queries, your pricing maths. Ask the agent; that is what it is for.
• Code you wrote or changed outside Vibely, and anything that broke as a result.
• Third-party services behind a connector: their outages, their API changes, their pricing, their decision to close your account. Connectors run on your own credentials with that provider and are billed by them.
• App Store and Google Play submissions, reviews and rejections. Native builds go out under your own developer account, and the stores decide, not us.
• Your domain registrar and your DNS, beyond the part our domain-connect flow performs.
• Beta Features. Anything we label alpha, beta, preview, early access or experimental is provided as-is and carries no support target.
• General programming tuition, and architecture reviews of something you would like a second opinion on. Discord is usually better at this than we are.

8. What to put in a ticket

A ticket we can act on beats a fast reply asking you for more information. Include:

Do not email us passwords, API keys, connector credentials, or a copy of your customer data. If you have already sent a secret, rotate it now. We will never ask you for your password.

• The email address on the account, and the workspace name.
• The project URL, plus the preview or published URL if the problem is visible there.
• What you expected, what happened instead, and the time it happened with your timezone.
• The prompt or the turn that failed, and the error text or a screenshot showing it.
• Whether it is a web project or a mobile one, and which browser or device you were on.
• For a billing ticket: the charge date, the amount, and the last four digits of the card.

9. How to escalate

If a ticket passes its target with no reply, reply on the same email thread and ask us to escalate it. Keep it on that thread — a new email starts a new ticket and loses the history. We are a small team, so an escalation is a person rather than a tier: there is no separate escalation address and no support phone number. If your complaint is about how we handled your personal data, the route is the one in our Privacy Policy at /privacy-policy, not this page.

10. What we do not promise

We do not commit to a resolution time on any plan, and we do not offer service credits for a missed response target, because a response target is not an SLA. The only commitment carrying a service credit is the 99.5% availability commitment at /sla. We do not operate a status page of our own. Support is also not a warranty: the service is provided as is, on the terms set out in our Terms of Service.

11. Changes to this page

If we change the channels, the hours or the targets, we update this page and the date at the top of it. Material changes to our Terms of Service come with at least 14 days’ notice by email or in-product notice.

12. Contact

Support and billing: [email protected]. Privacy, security and abuse: [email protected]. Enterprise: [email protected]. Vibely is operated by Mana Intelligence Private Limited, incorporated in India.