Help & Support
We're a small team and respond to every message personally. Typical response time is within 24 hours on business days.
For any questions, issues, or feedback — email us directly:
contact@sensebug.comWe aim to respond within 1 business day. For billing questions, please include your account email in the subject line.
You can upgrade, downgrade, or cancel your subscription at any time from your account settings. Cancellations take effect at the end of your current billing period — you keep full access until then.
We do not offer refunds for partial months, except where required by applicable law. If you believe you were charged in error, email us at contact@sensebug.com and we will review your case promptly.
For full details, see our Terms of Service.
What file formats can I upload?
SenseBug supports CSV, Excel (.xlsx / .xls), TSV, and plain text files. Your file needs at minimum an ID column, a title column, and a priority column. Adding a description column significantly improves ranking accuracy.
How does SenseBug rank bugs?
SenseBug uses Claude AI (by Anthropic) combined with your Knowledge Base context to assess each bug's business impact, severity, and urgency. It then ranks them using an explicit priority hierarchy, with tiebreakers based on user impact, recency, and escalation signals.
Is my data used to train AI models?
No. Your bug data and Knowledge Base content are never used to train AI models — ours or Anthropic's. Data is processed only to generate your triage results and is stored privately in your account.
What happens when I hit my monthly bug limit?
You'll see a warning banner on the dashboard when you're close to your limit. Once reached, new uploads are paused until the next billing cycle or until you upgrade your plan.
Can I export my results?
Yes. Every triage run has a Download CSV button that exports all results including AI rankings, confidence scores, your PM verdicts, and the final priority. The export is available at any time from the results page.
How do I delete my account?
Email us at contact@sensebug.com with the subject 'Account deletion request' and we'll permanently delete your account and all associated data within 5 business days.