> ## Documentation Index
> Fetch the complete documentation index at: https://docs.surfaice.pro/llms.txt
> Use this file to discover all available pages before exploring further.

# Working with Hugo

> How to get reliable answers, scope work clearly, and review outputs before you trust them.

Use this guide with [Agent limitations](/concepts/hugo-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.

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

## 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](/support).

## Connectors and permissions

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

| 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](/guides/skills).

## 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](/concepts/trust-faq)

## Related

* [Agent limitations](/concepts/hugo-limitations)
* [Chat with Hugo](/guides/chat-with-hugo)
* [Lease abstraction](/guides/lease-abstraction)
* [FAQ](/faq)