Support Policy
Last updated: August 3, 2026
This Clarifi Support Policy (“Support Policy”) is incorporated into and forms a part of your agreement with Clarifi Technologies, Inc. (“Clarifi”) with respect to your use of Clarifi’s Services (“Agreement”). This Support Policy describes the support services (“Support Services”) available to Customer, depending on the level of support included with Customer’s purchase.
1. Definitions
The terms below have the following meanings when used in this Support Policy. Any capitalized terms used but not defined herein will have the meaning specified in the Agreement.
- “Beta Offerings” means pre-release services, features, or functions identified as alpha, beta, preview, early access, or words or phrases with similar meanings.
- “Business Day” means any day except any Saturday, any Sunday or any day that is a federal holiday in the United States or any day on which banking institutions in the State of California are authorized or required by law or other governmental actions to close.
- “Business Hour” means 8:00am to 6:00pm PST during each Business Day.
- “Customer” or “you” means the customer entity that has entered into an Order Form for a subscription to the Services.
- “Documentation” means the documentation available to Customer at https://support.clarifi-tech.com.
- “Premium Support” means Clarifi’s paid Support Services package that includes all the benefits of Standard Support plus access to additional Clarifi resources and ticket response priority.
- “Service Error” means a reproducible failure of the Services to perform in material conformity with the Documentation.
- “Services” means any of Clarifi’s software-as-a-service products, provided to Customer in accordance with the Agreement and the applicable Order Form(s).
- “Severity Levels” means the following classification of Service Errors impacting Customer’s Clarifi instance. Severity Levels are assigned by Clarifi based on the inputs in Customer’s service request.
- “Severity Level 1” / “Sev 1” / “Critical” means a Service Error resulting in the Services being down or seriously impaired or where the Customer cannot access its Clarifi instance or the Customer data therein.
- “Severity Level 2” / “Sev 2” / “High” means a Service Error resulting in the Services being moderately impaired, where the Customer’s Clarifi instance is functioning but in a reduced capacity.
- “Severity Level 3” / “Sev 3” / “Normal” means a Service Error resulting in non-critical issues that do not prevent normal operation of the Services.
- “Severity Level 4” / “Sev 4” / “Low” means (1) Service Errors with minor impact that do not affect functionality, (2) general inquiries that are not connected to Service Errors and (3) cosmetic issues or feature requests.
- “Standard Support” means Clarifi’s basic troubleshooting Support Services, included free with all Clarifi subscriptions.
- “Trial Services” are when Customer is accessing the Services on a free-trial basis.
- “Order Form” means the ordering document executed by the parties specifying the Services to be purchased by Customer or the Trial Services being tested by the Customer.
2. Support Services
Support Services include:
- Making updates for the Services available during the applicable subscription period.
- Incident Support: Identifying and troubleshooting Service Errors or abnormal behavior.
- Assistance with issues during installation and updates.
- Troubleshooting configuration and integrations.
- Assistance with Clarifi product questions.
Additional benefits are included with Premium Support, as described in Section 4 below.
3. Engaging with Clarifi Support
You can engage with and/or request Clarifi’s Support Services as follows:
- Access Clarifi’s Help Center, available at https://support.clarifi-tech.com containing:
- help articles and resources within Clarifi’s Knowledge Base; and
- Support Tickets and Queues for Clarifi’s services.
- Send a question or request via email to [email protected].
4. Support Hours and Response Goals
- Support Hours
- 24 x 7 Support Center Access
- Business Hours Email and/or Chat Support: Monday through Friday*
*Business Days only
- Initial Response Goals. Clarifi’s support team will assign a Severity Level to each ticket and Service Error and will use commercially reasonable efforts to provide initial responses in accordance with the table below:
| Severity | Initial Response Goal (Standard Support) | Initial Response Goal (Premium Support) |
|---|---|---|
| Sev 1 | 4 Business Hours | 1 hour |
| Sev 2 | 8 Business Hours | 1 Business Hour |
| Sev 3 | 2 Business Days | 4 Business Hours |
| Sev 4 | 4 Business Days | 1 Business Day |
5. Customer Obligations
To enable Clarifi to provide the Support Services, you agree to: (i) provide Clarifi with reasonable detail of the nature of and circumstances surrounding the Service Error, (ii) provide Clarifi with reasonable access to the affected instance of your Clarifi service as necessary for troubleshooting and (iii) provide Clarifi with reasonable cooperation in the diagnosis and resolution of any Service Errors. Clarifi may share information related to a particular support case with our Affiliates and subprocessors as necessary to troubleshoot and resolve your support case.
6. Support Limitations
- Clarifi support is only available in English.
- Clarifi has no obligation to provide any Support Services to Customer or its users: (i) if Customer or a third party is in breach of any of the use restrictions set forth in the Agreement; (ii) if Customer or a third party has altered or modified any portion of the Services, (iii) if Customer has not used the Services in accordance with Agreement, documentation or instructions provided by Clarifi (iv) for any Trial Services; or (v) for any Beta Offering.
- Clarifi’s Services are deployed in third-party public cloud environments like Microsoft Azure, Amazon Web Services (AWS), and Google Cloud Platform (GCP) and integrate with various third-party tools. Clarifi will endeavor to provide Documentation for utilizing these 3rd party environments and tools in the context of the Services but does not provide support for any software, hardware or other element of Customer’s environment not provided by Clarifi, including these 3rd party environments, services and tools.
- Clarifi has no obligation to provide, and Support Services do not include, any professional services unless otherwise stated in Customer Order Form.
Questions about this Policy? Contact [email protected].