FAQ

Hugo is the Surfaice agent you interact with in chat. Surfaice is the product and company brand; Hugo is the operator inside your workspace. Start with What is Surfaice? if you are new.

Common workflows include lease abstraction, CAM (common area maintenance) reconciliation, critical-date monitoring, store-development program visibility, construction permit and change-order review, punch-list closeout, and facilities coordination. See Use cases and How skills work.

Surfaice provisions skills from your organization's template — typically dozens of catalog skills for retail lease and store-development customers, plus platform skills like Automation Creator and Contact Book. Open the Skills panel in the app or browse the Skills library docs by domain. Not every skill in the docs appears in every workspace.

No. Surfaice is an AI layer over systems of record you already run (Lucernex is a common lease-admin example). It reads and drafts; those systems remain authoritative.

Use the web application at agent.surfaice.pro in a modern mobile browser. Native apps, if offered for your tenant, will be communicated by your Surfaice admin.

Portfolio maps, full-folder lease scans, and field punch walks can take 30 seconds to several minutes. See Working with Hugo and Agent limitations.

Freeform voice or text can map to the nearest trade category. Confirm the active section before logging, and review the report before distribution. See Construction & closeout and Apps & automations.

Lease and construction work often lives in email — amendments, CAM letters, notices, and lien waivers arrive as attachments and may not be filed elsewhere. Abstraction and follow-up without that context is incomplete.

No. Mailbox access is granted per user, by that user, and only for roles you enable. There is no tenant-wide mailbox access.

Yes — by role inside Surfaice and by scoping SharePoint sites and mailboxes you approve.

Yes. Instance-wide exclusion lists by keyword, sender, and domain apply across email-touching skills.

No. Not on our models, and not on our vendors’ models, under our commercial agreements.

Yes. Every agent request is logged and available to your team.

Access stops. Your systems of record were never duplicated as a product default, so there is nothing to unwind there. Deletion of limited persisted Surfaice data follows your agreement.

SOC 2 Type I is in progress via Vanta, expected Q3/Q4 2026. See the live status on surfaice.pro/security.

See Agent limitations, Audit trail, and Trust FAQ.