Everything you should know before paying $99.

The affected feature successfully completed its intended job before the incident. Users could sign in, payments completed correctly, data loaded, emails were sent.

A feature that has never worked correctly is considered implementation or development work, not incident restoration.

Then the emergency incident service is not the right fit, and you should not pay the diagnosis fee through this flow. The intake will tell you the same thing before you reach payment.

An application that has never worked usually needs implementation, architecture or product development rather than restoration — a different kind of engagement, at a different price.

The pilot is focused on Lovable applications and the services commonly connected to them: Supabase, Stripe, GitHub, authentication providers, email services, external APIs, deployment systems and custom domains.

In practice the failure is often in one of those connected services rather than in Lovable itself, which is exactly what the diagnosis is for.

No. App Rescue Desk is an incident restoration service, not a general development agency. New features, full application builds, visual redesigns and ongoing development are outside the scope of the pilot.

Purely cosmetic issues with no operational impact are also out of scope.

During published pilot support hours, paid incidents are reviewed by a human within 15 minutes.

An initial technical assessment is typically provided within 30–45 minutes after the necessary information and access are available. Actual repair time depends on the cause, the application state and the third-party services involved.

No. Some known configuration and integration failures can be repaired quickly, but a universal one-hour repair promise would be misleading.

We guarantee a fast human review and a useful diagnosis for a qualified incident. Any repair estimate is provided after the initial investigation.

Not during the pilot. Incidents are reviewed during the support hours shown at the top of every page: Monday to Friday, 9 AM–6 PM ET.

Round-the-clock coverage may be introduced later. We would rather publish hours we can actually meet than advertise a desk that is not staffed.

No. We investigate first and explain the proposed action. Production changes are made only after you approve the repair scope and price.

The $99 diagnosis buys an investigation. It does not authorise us to modify your live system.

Describe what the user does, what should happen and what happens instead. Include the exact error message where you can see one, when the feature last worked correctly, and what changed shortly before the problem began — a prompt, a schema change, a new deployment, a key rotation.

Do not paste passwords, API keys, access tokens or private customer records into the form.

No. The $99 is credited in full toward any repair you approve.

If the agreed total repair price is $299, the remaining balance after diagnosis is $200 — not $299.

A contained issue — a known integration, configuration, credential, deployment or permission failure — typically lands at $249–$349 in total, diagnosis included.

A more complex rescue involving multiple services, custom code, database changes or extensive testing typically lands at $499–$749 in total, and you receive a written price cap before that work begins. Third-party platform fees, hosting charges and paid API usage are not included.

For a qualified incident, once the necessary access and information are provided, you receive at least one of the following: a verified or strongly supported root cause, a working repair, or a concrete next-step plan naming the external blocker or the required action.

If we deliver none of those three, we refund the $99. The promise does not apply when required access is unavailable, the issue cannot be reproduced, material information was withheld, the request was misclassified as a previously working feature, or the investigation is blocked by a third-party provider.

No. Do not send passwords, API keys or access tokens by form, email or chat.

Access should be granted through a collaborator invitation, a role-based account, a scoped temporary credential, or a supervised screen-sharing session where you watch every action and can stop at any moment. The access and security page sets this out in full.

We can investigate available backups, database history and recovery options, but we do not guarantee recovery of deleted or corrupted data. Anyone who guarantees that without seeing your system is guessing.

A potential data-loss incident may require a separate scope, agreed with you, before anything is changed.

We can confirm whether the incident appears to be caused by a provider outage, identify the affected workflow and recommend a safe workaround where one exists.

We cannot repair infrastructure controlled by a third party. The diagnosis fee still covers the investigation and the incident assessment — knowing that the fault is not yours, and not in your app, is itself the answer.

No. App Rescue Desk is an independent technical support service and is not affiliated with or endorsed by Lovable, Supabase, Stripe or any other third-party platform.