Ciralgo support and FAQ

Ciralgo support exists so European teams do not spend an afternoon reading forum threads to get an answer that could arrive in a working day. This page is the single index of how to reach us, what we can answer publicly, and which questions come up most often when teams evaluate or adopt an EU-hosted LLM proxy. It is written for founders, developers, DPOs, and finance leads who need a fast answer without booking a call.

If you are here because something is broken in production, jump straight to the troubleshooting section. If you are evaluating Ciralgo for a specific use case, the security and compliance section is probably the fastest path to a decision.

Fastest path to help

Different questions have different fastest paths.

Product and integration questions. support@ciralgo.com. We reply within one working day, usually much sooner. Include a code snippet if you have one, and mention the SDK you use.

Billing and account questions. billing@ciralgo.com. Invoices, VAT questions, plan changes, and enterprise contracts.

Security assessments and DPA requests. legal@ciralgo.com. We keep the sub-processor list and the DPA template ready to send.

Vulnerability reports. security@ciralgo.com. Responsible disclosure protects you against legal action. We respond within one working day and follow up with a clear timeline.

Sales and demos. Book a demo and a Ciralgo engineer will walk through your specific integration path.

We do not run a live chat. The trade-off is intentional: a slower first-response with an actual answer beats a fast first-response that then hands off internally three times. Every email above goes to a named person, not a queue.

Getting started

How do I sign up for Ciralgo?

Sign up on the pricing page by choosing a plan and completing checkout. Individual and family plans are self-serve. Team plans (Starter, Growth, Scale) can be self-serve up to 50 seats; larger deployments go through a short onboarding conversation. Enterprise plans always start with a call.

How long does integration take?

For most applications, less than an hour. Ciralgo speaks the OpenAI and Anthropic REST protocols on the wire, so switching from a direct provider to a Ciralgo-routed setup is one line of code in your SDK. See the connecting to the proxy guide for language-specific examples in Python, Node, and Go.

Which LLM providers does Ciralgo route to?

OpenAI, Anthropic, Mistral, OVHcloud, Google Vertex, Groq, Ollama, HuggingFace TGI, and any OpenAI-compatible endpoint. The provider list is expanded on request when customers need a specific model. See provider routing governance for how routing decisions are made.

Can I bring my own API keys (BYOK)?

Yes, on Team and Enterprise plans. Your provider keys are stored in an encrypted per-organisation vault. Ciralgo never has default read access to key material.

Do I need to know anything about LLMs to use Ciralgo?

At the consumer and family tier: no. The chat interface, prompt library and knowledge base work without any technical setup. At the team and enterprise tier: your developers need to be comfortable calling a REST API or using an OpenAI or Anthropic SDK, which most modern web teams already are.

Plans and billing

What plans does Ciralgo offer?

Seven tiers total. Consumer: Free, Plus (€19/mo), Family (€39/mo). Team: Team Starter, Team Growth, Team Scale. Plus Enterprise for large organisations. Full details on the pricing page.

Is there a free tier?

Yes. Ciralgo Free lets you try the platform without a credit card. Rate-limited but functional for evaluation and light personal use.

Do you offer a free trial on paid plans?

Yes, 14 days on Plus, Family, Team Starter, and Team Growth. No credit card required at signup.

What is your VAT policy?

VAT is added to invoices for EU customers based on your country's rate. VAT-registered businesses can reclaim through the reverse-charge mechanism (we include your VAT number on the invoice). Non-EU customers are billed without VAT.

Can I change plans mid-billing-period?

Yes. Upgrades take effect immediately with a prorated charge. Downgrades take effect at the end of the current billing period, so you keep access to the higher tier until then.

How do refunds work?

Full refund within 7 days of a first paid charge, no questions asked. After that, prorated refunds on downgrade only when there is a technical fault on our side. Regular downgrades take effect at billing-period end without a refund for unused time.

Do you offer nonprofit or education discounts?

Yes, 30% off Team Starter and Team Growth for registered nonprofits and accredited educational institutions in the EU. Email billing@ciralgo.com with proof of status.

Technical and API

Which SDKs does Ciralgo work with?

Any OpenAI-compatible SDK (Python openai 1.0+, Node openai 4.0+, LangChain, LlamaIndex, go-openai) and the Anthropic SDKs (anthropic 0.30+ for Python and Node). Integration is a base-URL change; see connecting to the proxy.

Where are Ciralgo's servers?

EU-region infrastructure by default. We use AWS eu-west (Ireland), OVHcloud (Gravelines and Strasbourg), and Scaleway (Paris) for different concerns. The current jurisdictional breakdown is in the sub-processor list, available on request or in your dashboard.

What is Ciralgo's uptime commitment?

99.9% monthly uptime SLA on Team Growth and above. Team Starter and consumer plans are best-effort with the same underlying infrastructure but no financial SLA. Live status at status.ciralgo.com.

Does Ciralgo support streaming responses?

Yes, for every provider that supports streaming natively (OpenAI, Anthropic, Mistral, most others). Streaming works transparently through the proxy with the same async-iterator pattern your SDK expects.

Does Ciralgo add latency?

Under a hundred milliseconds in most cases. The proxy's request path is designed for minimal overhead; TTFB (time-to-first-byte) benchmarks published in the changelog show p95 of 77ms on Mistral-7B via OVHcloud, comparable to direct-provider latency.

How do I attribute costs to teams or projects?

Use the X-Ciralgo-Team, X-Ciralgo-Project, and X-Ciralgo-Workflow HTTP headers on each request. The proxy tags every UsageRecord with these fields and rolls them up in the dashboard. See attribution headers for examples.

Security and compliance

How does Ciralgo comply with GDPR?

EU-region infrastructure, ondertekende DPA available on request, sub-processor list published, and no customer prompts or responses stored in raw form by default (hashes only). For the full architecture summary see the security page. For the deeper technical whitepaper: request access and we send it within one working day under NDA.

How does Ciralgo help with the EU AI Act?

Every request produces a tamper-evident audit record that maps to Article 12 (record-keeping), Article 15 (accuracy tracking), and Article 26 (deployer oversight) of Regulation (EU) 2024/1689. See AI audit logging for the mapping.

Do you hold SOC 2 or ISO 27001 certification?

The underlying controls are in place today. Independent attestation is in progress. We share the internal control matrix under NDA.

Can we run our own encryption keys?

Yes, via customer-managed keys held in your KMS on Enterprise plans. Ciralgo never sees the raw key material.

Where do I find your sub-processor list?

Contact legal@ciralgo.com or find it in your Ciralgo dashboard under Settings → Legal.

How does Ciralgo handle personal data in prompts?

Optional inline detection (BSN, IBAN, common EU patterns) can be enabled per organisation. When detection matches, the request is either redacted before transmission or refused, depending on your policy. See provider routing governance for private-intent enforcement.

Do you use customer data for training?

No, never. Prompts and responses are not used for model training, our own or the provider's. Contractually guaranteed in the DPA.

Troubleshooting

I get a 401 "not authenticated" error

Check your API key is set correctly and matches the environment (dev, staging, production have separate keys by default). Regenerate a fresh key in the dashboard if the current one may be compromised or stale.

I get a 429 "rate limit" error

Either your organisation-level rate limit is hit (contact us to raise it) or the underlying provider is rate-limiting through us. The response headers include the provider's own retry-after and rate-limit information; use them for backoff.

My streaming responses are dropping in production but not in development

An intermediate load balancer or proxy is closing the connection early. Configure your production infrastructure with an idle timeout of at least 90 seconds for streaming endpoints. See the timeouts and circuit breakers guide.

My requests are slower than direct-provider calls

Compare like-with-like: same model, same region, same prompt shape. If the difference is consistently more than 100ms, contact support with a request ID and we investigate. Common causes: attribution headers pointing at a policy that adds hops, or a routing decision going to a non-nearest region.

The provider I want to use is not in my dashboard

Ciralgo supports a fixed set of providers by default and adds new ones on request. Email support@ciralgo.com with the specific provider and model you need, plus the URL of their API docs.

My audit-log export is missing recent entries

Records are eventually consistent (usually 30 seconds latency between request and log-availability). If entries are missing after 5 minutes, contact support with the request timestamps.

I got charged for tokens I didn't use

Every request writes a UsageRecord with token counts as reported by the underlying provider. If you believe a charge is wrong, email billing@ciralgo.com with the request ID (visible in the dashboard); we reconcile against provider-side data and refund if there is a discrepancy.

Product resources

• Product overview — what Ciralgo does and who it's for
• Pricing — all seven tiers with feature comparison
• Documentation — full technical docs including SDK integration
• Security — public summary of the security architecture
• AI audit logging under the EU AI Act — how our records map to the regulation
• What is an EU-hosted LLM proxy? — cornerstone explanation of the category

Still need help?

If you cannot find what you need on this page, email the address that fits your question best from the Fastest path to help section above. We aim for a response within one working day. For questions that come up often, we add them to this page so the next person gets a faster answer.

Last refreshed: 11 July 2026. This page is reviewed quarterly.