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Last updated October 4, 2026

Support

This page is how to get help with Excellent, with the Excellent plugin for ChatGPT and Codex, and with the hosted gateway behind it — published by Excellent Software, LLC, the same publisher as our Terms of Service and Privacy Policy.

As of October 4, 2026, the plugin is not yet published in OpenAI’s plugin directory, and production verification through it is not yet available. Until it is, the plugin refuses an action or returns a pending operation; pairing the local agent does not by itself mean a check can run. Most of this page describes the local CLI, which is available today, and the plugin and gateway behavior that applies once they are live.

How to get help

Email hello@excellent.so for anything about your account, the CLI, the plugin, or the gateway.

Use security@excellent.so for a security issue specifically, so it reaches us separately from ordinary support.

We cannot adopt a contract for you, sign a receipt for you, or recover a signing key — your signing key only ever exists on your own machine. We also cannot restore a local ledger from a backup on our side; there is nothing on our side to restore it from.

What to include, and what to leave out

To help quickly, include:

  • The account identifier from your account settings, if you can share it.
  • The workspace or repository name, if the question is about one of them.
  • An operation id, if the plugin or gateway gave you one.
  • The date and time, and whether your agent was paired, disconnected, or removed.
  • The command you ran and the exact message it printed.

Leave out:

  • Passwords, OAuth tokens, refresh tokens, and session cookies.
  • A device private key, a signing key, or anything from your vault.
  • Repository files, diffs, raw command output, prompts, and receipt bodies.
  • Payment card numbers, government identifiers, and health information.
  • A full chat transcript — the plugin is not designed to receive one from you.

If you run a local doctor or diagnostic command, send only the status lines that contain no path, key, or secret.

Disconnect or remove the plugin and the agent

Disconnecting the plugin in ChatGPT or Codex, revoking the gateway connection, and removing the local agent are four different places to act, and each one leaves the others undone:

  • Disconnect the plugin in ChatGPT or Codex. Use that product’s own connection controls. We don’t control their menus, so this page doesn’t name them. Disconnecting there does not by itself revoke your gateway connection or delete gateway records.
  • Pause local processing. A command in the local agent you installed stops it from acting on new jobs. It can leave your device key and local state in place so you can reconnect; gateway access continues until you revoke it there.
  • Revoke the gateway connection. When gateway account settings are available, sign in and revoke the device or disconnect the account from there. This leaves local files and local receipts in place, and it is not an instant stop of a job that has already started.
  • Remove the local agent. A separate command in the agent you installed erases its device private key and ordinary local records, run by a person at a terminal — it refuses to run from a script or without your confirmation. It does not revoke the gateway connection; do that as its own step.

These are the documented behaviors the agent is designed to provide. We have not independently re-proven every one of them against a production gateway, and we will correct this page if that changes. Keep a copy of anything you still need before you remove local state — once it’s gone from your machine, we have no copy to give back, because we never had one.

Data deletion requests

Email hello@excellent.so and say whether you want your Excellent account deleted or a narrower set of gateway records deleted. Include the account identifier you can share, and say whether you have already revoked the gateway device and removed the local agent. Don’t attach keys, source, tokens, or receipt bodies.

A deletion request completes within 30 days, under the retention rules in our Privacy Policy. We cannot delete your repository, evidence, vault, signing key, or local receipts — those are on your machine, and the choice to keep or remove them is yours.

Security issues

Report a security issue to security@excellent.so. Say whether it concerns the gateway, the local agent, or the plugin, and include the time and what you observed. Don’t send secrets, source code, raw command output, tokens, or receipt bodies.

Response times

We read support email in the order it arrives and reply as soon as we can. We don’t promise a fixed response time for ordinary support, or a fixed one for security reports beyond replying faster than ordinary support — OpenAI’s directory review does not set our support timing either.

See also our Terms of Service and Privacy Policy.