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Use this guide with Agent limitations 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.
For compliance and security claims, the canonical source is surfaice.pro/security. Product docs explain how Hugo behaves; the security page states what Surfaice commits to.

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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.

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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.

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Connectors and permissions

Hugo can only read what you can read in connected systems. See Connectors and Permissions. Surfaice does not expand entitlements beyond your existing role in source systems.

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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.

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When to contact support