> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vibely.sh/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Support policy

> Channels, response times, what we cover, and how to file a security disclosure.

This page is the contract for how Vibely support works.

## Channels

| Channel                                                          | Best for                                 |
| ---------------------------------------------------------------- | ---------------------------------------- |
| **In-app chat** (bottom-right in any project)                    | Quick questions, account issues, billing |
| **Email** ([contact@chatmana.in](mailto:contact@chatmana.in))    | Anything that needs a paper trail        |
| **GitHub issues** (open-source engine repo)                      | Bug reports for the self-hosted engine   |
| **Community forum**                                              | Tips, prompt patterns, show-and-tell     |
| **Security** ([contact@chatmana.in](mailto:contact@chatmana.in)) | Vulnerability reports — see below        |

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

## Response times

Times are measured during business hours in your billing region.

| Plan     | First response               | Resolution target |
| -------- | ---------------------------- | ----------------- |
| Free     | Community forum, best-effort | Not guaranteed    |
| Pro      | \<1 business day             | \<3 business days |
| Business | \<4 business hours           | \<1 business day  |

Critical incidents (Vibely is down, data integrity at risk) are handled outside business-hours queues for all paid plans.

## 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

## 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.

## Status page

Real-time status at [status.vibely.sh](https://status.vibely.sh) covers:

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

Subscribe by email or RSS for incident updates.

## Security disclosures

Email [contact@chatmana.in](mailto: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.

## 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](https://trust.vibely.app)

## Next

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/docs/reference/faq">
    Pre-purchase questions and common worries.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/docs/tips/troubleshooting">
    First-line recovery for common failure modes.
  </Card>
</CardGroup>