### Documentation

Use this guide with [Agent limitations](/docs/concepts/hugo-limitations/ai) and your workspace admin's connector policy. Surfaice is designed for high-stakes retail real estate work, **treat Hugo's outputs as drafts** until you verify citations and save what you intend to keep.

Note

For compliance and security claims, the canonical source is [surfaice.pro/security](/security/ai). Product docs explain how Hugo behaves; the security page states what Surfaice commits to.

## Getting accurate answers

- **Be specific:** include store number, landlord, project name, city, or date range when you can.

- **Confirm workspace:** you must be in the correct customer workspace before asking about portfolio data.

- **Prefer citations:** answers that show where a fact came from are easier to verify than uncited summaries.

- **One store before many:** for portfolio or folder-wide questions, validate on a single store you know well, then expand scope.

## Scope and coverage

Large requests, full-folder lease scans, multi-store maps, field closeout workflows, can take **30 seconds to several minutes**. That is expected when Hugo reads many files or runs structured skills.

For portfolio work:

- Ask **how many** stores or files were included in the answer.

- Narrow by region, landlord, or folder when the corpus is large.

- Maps and **Preview** artifacts depend on the skill completing successfully; if Preview is empty, retry with a smaller scope or contact [support](/docs/support/ai).

## Connectors and permissions

Hugo can only read what **you** can read in connected systems. See [Connectors](/docs/guides/connectors/ai) and [Permissions](/docs/concepts/permissions/ai).

| Situation | What to check |

| --- | --- |

| Hugo cannot access Lucernex or SharePoint | Connector enabled for your role; you can open the same record outside Surfaice |

| Outlook search returns nothing | Message is in **your** mailbox; exclusion rules may block the topic |

| Wrong store returned | Repeat with store #, city, and landlord; confirm workspace |

Surfaice does not expand entitlements beyond your existing role in source systems.

## Saving and reviewing work

1. **Review field-by-field** on abstractions, CAM triage, and financial tables.

2. **Save deliberately**, only promote artifacts you accept into workspace memory or export.

3. **Compare to source PDFs** for lease work, especially scanned documents.

4. **Use skills** for repeatable workflows; use freeform chat for exploration. See [Skills](/docs/guides/skills/ai).

## When to contact support

- Persistent access errors after reconnecting connectors

- Organization-wide outage, check [status.surfaice.pro](https://status.surfaice.pro) first

- Security or compliance questionnaires, [security@surfaice.pro](mailto:security@surfaice.pro) and [Trust FAQ](/docs/concepts/trust-faq/ai)

- [Chat with Hugo](/docs/guides/chat-with-hugo/ai)

- [Lease abstraction](/docs/guides/lease-abstraction/ai)

- [FAQ](/docs/faq/ai)

- [Skills Previous](/docs/guides/skills/ai)

- [Punch Walk Guide Next](/docs/guides/punch-walk/ai)