Support policy

This page is the contract for how Vibely support works.

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Channels

In-app chat and email both feed the same support queue. Use whichever fits your workflow.

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Response times

Times are measured during business hours in your billing region. Critical incidents (Vibely is down, data integrity at risk) are handled outside business-hours queues for all paid plans.

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What we cover

• Bugs in the Vibely product — UI glitches, sandbox failures, model misbehaviour, billing miscalculations
• Account and billing issues — sign-in problems, plan changes, refunds for actual product issues, invoice questions
• Connector auth problems — OAuth flows that don’t complete, scope issues, key rotation guidance
• Publishing problems — DNS, TLS, custom domains, access controls
• GitHub / EAS / Expo sync issues — anything Vibely orchestrates on your behalf

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What we don’t cover

• Bugs in your generated code. Vibely writes the code, but you own and review it. We’re happy to advise on the right pattern; we don’t debug your app.
• Third-party service outages. If Stripe, Supabase, GitHub, or EAS is down, talk to them. We’ll surface their status when it affects Vibely.
• Custom integrations beyond the catalog. We can usually point you at the right pattern but won’t write the integration for you.
• Architectural advice on production systems. For deep architecture review on production deployments, talk to us about a custom engagement.

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Status page

Real-time status at status.vibely.sh covers:

• The build engine and sandbox availability
• Auth and billing
• The connector gateway

Subscribe by email or RSS for incident updates.

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Security disclosures

Email contact@chatmana.in with details. We’ll:

• Acknowledge receipt within one business day
• Triage privately and coordinate a fix timeline
• Credit you in the public advisory after the fix ships, if you’d like

Please don’t open public GitHub issues for security findings. Public disclosure before a fix is shipped puts every customer at risk. For coordinated disclosure with longer timelines, mention “coordinated disclosure” in your subject line.

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Compliance and trust

• SOC 2 Type II — current report available on request under NDA
• GDPR / data processing addendum — available for the Business plan
• Trust centre — trust.vibely.app

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