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Support Policy

Effective date: July 22, 2026

This Support Policy describes the support services available to InterfaceGuard users, response time commitments by plan, and the scope of what we can help with. Our goal is to help you get maximum value from the platform as quickly as possible.

1. How to Get Help

Email Support

Reach our support team at support@interfaceguard.com. Include your account email, a description of the issue, and any relevant job IDs or error messages to help us diagnose quickly.

In-App Feedback

Use the feedback button in the platform to report bugs, request features, or flag incorrect analysis results directly from the context where you encountered the issue.

Security Reports

To report a security vulnerability, email security@interfaceguard.com. We follow responsible disclosure practices and aim to acknowledge reports within 24 hours.

Enterprise Slack

Enterprise customers receive a dedicated shared Slack channel with the InterfaceGuard team. Channel setup is coordinated during your onboarding session.

2. Response Times by Plan

Response times are measured in business hours (9 AM – 6 PM US Eastern, Monday through Friday, excluding US public holidays).

PlanChannelsInitial responseScopeSLA
FreeEmailBest effort (3–5 business days)Bug reports and general how-to questions—
ProEmail1–2 business daysBug reports, configuration help, billing questions—
TeamEmail (priority queue)Next business dayBug reports, integration setup, team & billing questions—
EnterpriseEmail + dedicated Slack channel4 business hours (critical issues)Full-scope: bugs, integrations, custom onboarding, SSO, SLAYes

Response time is our commitment to acknowledge your ticket, not to resolve it. Most issues are resolved within one additional business day of acknowledgment.

3. What's Covered

Our support team can help with:

  • Platform bugs: Unexpected errors, failed jobs, incorrect results, UI glitches, and API inconsistencies within the InterfaceGuard platform.
  • Integration setup: Installing and configuring the VS Code extension, Chrome extension, and MCP server; generating and managing API keys; connecting integrations to your projects.
  • Account and billing questions: Plan upgrades/downgrades, invoice questions, subscription management, team invitations, and organization settings.
  • BYOK configuration: Entering and validating your AI provider key in the platform settings. (Troubleshooting your AI provider account directly is out of scope — see Section 4.)
  • Analysis quality feedback: If analysis results seem consistently wrong or miss obvious issues, we want to know. This helps us improve the models and heuristics.
  • Enterprise onboarding: SSO setup, custom seat limits, dedicated infrastructure, and SLA configuration for Enterprise customers.

4. What's Not Covered

The following fall outside the scope of InterfaceGuard support:

  • Your AI provider's account or API: Rate limits, quota exhaustion, billing, or errors from OpenAI, Anthropic, or other providers you use via BYOK. Contact your AI provider directly for these issues.
  • Your Google Cloud or Firebase account: We operate our own GCP infrastructure; issues with your personal or organization GCP account are outside our scope.
  • Custom development services: We do not provide bespoke development, UI/UX consulting, or code-fix implementation based on analysis results.
  • Third-party tools and environments: Issues with VS Code itself, Chrome browser, Playwright, Cursor, Windsurf, or other tools you use alongside InterfaceGuard integrations.
  • Interpretation of analysis results: We can help if results are clearly erroneous; we cannot provide expert UX consulting to interpret or prioritize results for your specific product context.

5. Reporting Bugs Effectively

To help us diagnose and fix issues quickly, include the following in your bug report:

  • Your account email address
  • The Job ID or Project ID affected (visible in the URL or job detail page)
  • Steps to reproduce the issue
  • Expected behavior versus what actually happened
  • Browser/OS version (for web app or Chrome extension issues)
  • VS Code version and extension version (for VS Code extension issues)
  • Any error messages shown in the UI or in your browser's developer console
  • Screenshots or screen recordings when the issue is visual

6. Service Availability and Maintenance

InterfaceGuard targets 99.5% monthly uptime for paid plans (Pro and above), excluding scheduled maintenance windows. Enterprise plans include a formal uptime SLA with defined credits for outages.

Scheduled maintenance that affects Service availability is announced via email and an in-app banner at least 48 hours in advance. Emergency maintenance may be performed without advance notice when required to protect the integrity or security of the Service.

Analysis jobs that fail due to a platform outage are automatically retried. If a job cannot be completed, it will be marked as failed with an explanation, and your usage quota will not be decremented.

7. Self-Service Resources

Many questions can be answered faster with our self-service resources:

Sample Report

See a fully annotated example of what an InterfaceGuard analysis produces.

Pricing & Plan Details

Compare plan limits, analysis types, and feature availability.

VS Code Integration Guide

Step-by-step setup for the VS Code extension, including API key configuration.

Chrome Extension Guide

Installing and using the Chrome side panel extension for browser-based capture.

MCP Server Guide

Connecting Claude Code, Cursor, or Windsurf to the InterfaceGuard MCP server.

All Integrations

Overview of all supported integration surfaces and entry points.

8. Changes to This Policy

We may update this Support Policy to reflect changes in our plans or processes. We will update the effective date at the top of this page. Material changes affecting paid plans will be communicated by email at least 14 days in advance.

9. Contact

To reach our support team or escalate an issue: