Version v2.4.0 · Effective 2026-08-19 · Updated 2026-08-19
Support
The French version governs. This English translation is provided for convenience and remains materially equivalent.
1. Contact
Email: support@getlusca.com. Professional telephone: +33 7 83 88 19 47. Support is available in English and French for accounts, installation, provider connections, supported reads, protected-action cards, privacy requests and security reports.
2. What to include
Write from the email associated with the account where possible. Include a short description, provider category, approximate time, workspace reference and non-sensitive error message.
Do not send passwords, OAuth tokens, API secrets, private keys, private card capabilities, raw exports, customer records or screenshots containing provider data. Lusca may request proportionate identity and authority evidence but never treats a provider secret as identity proof.
3. Email verification and password recovery
After email/password signup, follow the Lusca link received from the dedicated transactional sender. The link expires after approximately 20 minutes. If it is missing or expired, use Resend verification link after the enforced cooldown. The response is deliberately generic and does not confirm whether an address has an account.
Use Forgot password to request a distinct, single-use reset link. A successful reset revokes the relevant active Lusca sessions and token families. Never forward a verification or reset link to Support; Support cannot manually mark an address verified, reveal whether an account exists, bypass the admission mode or override the global pause.
If the transactional provider is unavailable or the Lusca send budget is exhausted, email/password signup and recovery remain closed. Supported Google, GitHub or Apple login remains a separate path when configured.
4. Reads and protected actions
Support can investigate account, connection, granted scope, exact Shopify store binding, ChatGPT-analysis activation and protected-review state. Support cannot approve a card on the user’s behalf, grant Shopify access for the user, treat chat or email text as approval, bypass a missing role/scope/identity check, promise a retry, or turn an ambiguous result into a second provider attempt.
For a possible action issue, provide only the non-secret review reference. Lusca may perform or explain read-only reconciliation. Any further write requires a new current-to-target card and a new owner/admin click.
5. Beta service levels and billing
The current experimental public beta is free. It has no contractual uptime, first-response or resolution SLA, no public guaranteed support hours and no payment-card requirement. Requests are prioritized by security, privacy and service impact. Any future paid support or service would require a separately accepted offer.
6. Privacy requests, export and AI withdrawal
Access, correction, restriction, objection, portability, deletion and AI-withdrawal requests may be sent to Support. The operator first agrees proportionate identity and authority evidence and the exact user/tenant/workspace scope. The beta does not promise a self-service or complete automated export; any portable delivery uses an agreed secure channel.
AI withdrawal blocks the exact client/workspace/resource/scope receipt and active Lusca refresh-token families. A normal GDPR response period is one month; any lawful extension is explained within that first month. This legal response period is not a general support-resolution SLA.
7. Disconnection, deletion and retention
Users should revoke access at the provider as well as request Lusca disconnection. A closure or deletion request fails closed until authority, exact scope, credential state and provider revocation are verified. The operator then communicates the manual active-system sequence, secure export if applicable, lawful exceptions and the separately known treatment of action history, snapshots and backups before destructive action.
No general automated account-erasure job, universal 30-day completion, fixed support-mailbox retention or calendar backup-deletion period is promised. The fixed technical periods and currently unproved durations are stated in the Privacy Policy.
8. Security, governing language and links
Use the subject ‘Security report’ and provide only minimum reproduction steps. If a provider credential may be compromised, revoke it directly with the provider and contact Lusca without including it. A credible risk may cause immediate suspension while assessed; no fixed resolution time is promised.
The French Support page is the governing text; this English version is provided for convenience.