LEGAL
Support Policy
Last updated: . How to reach us, expected response times per plan tier, and what's in scope for support requests.
What we help with
- Castforge app bugs, crashes, or unexpected behavior
- Billing questions, refund requests, subscription changes
- Account issues (sign-in, password reset, account deletion)
- Agent connection problems (Claude / Codex / Gemini / Local CLIs)
- Plugin / template / publish / domain wizard help
What's out of scope
- Anthropic / OpenAI / Google AI quality or quota questions (their support)
- Stripe payment processor issues (Stripe support handles those)
- Code review or pair-programming on your own projects
- Build / deploy debugging for code Castforge didn't write
How to escalate
- Unhappy with the first response? Reply "escalate" and we route to the founder
- Refund request denied? Email, we re-review every refund denial personally
- Status page incident affecting you? Email, we proactively credit affected users
- Outage > 4 hours on a paid plan? We auto-credit the day on your next invoice
How to reach us
One inbox covers everything: support@castforge.ai. Bug reports, billing, account, agent connection issues, all email. We don't maintain a phone line or live chat at v1; email is the channel we actually staff.
For incidents affecting service availability, the status.castforge.ai page is published from Cloudflare (separate infrastructure from Vercel) so a Vercel outage doesn't take down status reporting.
Response times per plan
| Plan | Response SLA | Channels |
|---|---|---|
| Free | Best-effort · 1–3 business days | Email + GitHub Discussions |
| Team | Priority · same business day | Email + Slack-connect (post-v6.1) |
| Enterprise | Dedicated SE · per your SLA | Email + Slack-connect + scheduled calls |
What we help with
Castforge itself, the desktop app, the apps/web companion, your Castforge account, your subscription, and Castforge plugins / templates / publish / domain wizard. If something inside the app is broken or unexpected, email us and we'll diagnose. Bug reports help most when they include: Castforge version, OS, the exact step you took, and what happened vs. what you expected.
What's out of scope
We can't answer questions about your AI provider's quota policies, model behavior, or account suspensions, those go to Anthropic / OpenAI / Google support. We also can't do code review or pair-programming on your projects; the agents inside Castforge are how you get that help.
How to escalate
If you're unhappy with the first response, just reply with “escalate” in the subject and the thread routes to the founder. We re-review every refund denial personally. For status incidents over 4 hours on a paid plan, we auto-credit the affected day on your next invoice, you don't need to ask.
Questions?
Reach out to support@castforge.ai.
Typical response: within 1 business day on Team / 1–3 on Free