Master Subscription Agreement — FAQ
Last updated: August 3, 2026
Thank you for reviewing the Clarifi Master Subscription Agreement (“MSA”). We know technology can be complex, and we hope that the answers to the commonly asked questions below will help make things easier. Please note that this FAQ is for informational purposes only and does not constitute legal advice or form part of the MSA.
1. What are you purchasing?
You or your company are purchasing a subscription to one of Clarifi’s cloud-hosted SaaS applications. All Clarifi subscriptions also include access to remote technical support offered pursuant to our Support Policy (as linked in our MSA).
Clarifi offers professional services to help either support or install your services. If you are purchasing those services, they are indicated on your Order Form.
2. What data is collected by the Services?
You control what data is ingested into and processed by any of the Clarifi Services (defined in the MSA as “Customer Information”) based on your use of the Service features and integrations. Whether the Customer Information provided includes any personal or confidential data depends entirely on the configurations set by you or your internal team.
Customers who choose to integrate third-party services into the Services may also share certain credentials like API keys for those services.
Additionally, the Services collect analytic usage data such as log data and metadata about how you interact with the platform (defined in the MSA as “Usage Data”) that we use to improve, support and promote the Services. This data is separate and distinct from Customer Information. Usage Data is inherent to the functionality of the Services and therefore cannot be turned off on a customer-by-customer basis.
3. What type of personal data is collected by the Services? Can I sign a Data Processing Addendum (“DPA”)?
All of Clarifi’s platforms are designed to access specific and sometimes confidential information. Data present in logs or in records is recorded and stored on the Service depending on how you or your team set up the Service.
Clarifi’s DPA is incorporated by reference into the MSA.
4. Is my data ever shared with third parties?
Clarifi only uses Customer Information to provide the services to you and thus only shares your Customer Information (and any personal data therein) with service providers as necessary to provide the services. Personal, confidential, or sensitive information (PII, PHI, PCI) is never shared with anyone unless encrypted and unreadable. Clarifi may share Usage Data with third parties but will never do so in a way that identifies you or your team. Any sharing of or public reference to Usage Data (e.g., marketing claims such as “Clarifi ran over 1 billion tests last year” or “Clarifi has over 12,000 customers”) will always be anonymous and/or aggregated and anonymous. More information on Usage Data can be found in our Privacy Policy.
5. How is my data protected?
Security of our Services and Customer Information is a top priority for Clarifi. We implement and maintain industry standard administrative, physical and technical safeguards to protect Customer Information. A description of our security controls and certifications is available upon request and further referenced in Clarifi’s Information Security Addendum embedded in the MSA.
6. Do Clarifi’s services include Artificial Intelligence? Does Clarifi train any Artificial Intelligence models using my data?
Clarifi utilizes our own Artificial Intelligence, Claire, in most of our Services. Claire offers features that leverage the use of machine learning, deep learning, semantic memory, or similar technologies.
Clarifi does not, and does not permit any third party, to use any of your Customer Information to train any AI models. Any information shared with Claire is not used for training and is included for destruction when a customer terminates their subscription.
Our Artificial Intelligence terms can be found in Section 4.6 of the MSA. Clarifi maintains an ISO 42001 certification, which is the international standard for AI management and governance.
7. Does Clarifi delete my data? Can Clarifi return my data to me at the end of my subscription?
Our standard operational practice is to delete Customer Information within 365 days after a customer’s subscription ends, or sooner upon your request.
Unfortunately, Clarifi cannot guarantee that your Customer Information will be accessible after the end of your subscription, however our Services give you the ability to export your data at any time during your subscription term.
8. Does Clarifi offer the right to terminate my subscription for convenience?
No, Clarifi does not offer customers the right to terminate a subscription for convenience. Our subscriptions are structured and priced as single- or multi-year terms to which both parties must remain committed during the specified service period.
9. Does Clarifi offer indemnification?
Yes, Clarifi provides all customers with an indemnity against claims alleging that our Services infringe on a third party’s intellectual property rights. As is standard market practice for SaaS providers, Clarifi does not offer indemnities beyond those covering third party IP infringement claims.
10. Does Clarifi offer unlimited liability for breach of confidentiality or data breaches?
No, like other SaaS providers, Clarifi does not offer unlimited liability for breach of confidentiality or data breaches.
11. Does Clarifi permit its customers to conduct audits?
No, it is not technically possible to allow customers to conduct audits. However, Clarifi publicly and continuously demonstrates our security and compliance via our Trust Center which gives you access to our independent third party audit reports and certifications. Through our Trust Center you have access to our SOC 2 Type 2 report, ISO27001 certification, Penetration Test Summaries, Code of Conduct and other materials demonstrating our security and compliance.
12. Does Clarifi offer an SLA?
Yes, Clarifi has a service level agreement embedded in our MSA. The success of Clarifi’s platform delivery model is predicated on the efficiency of our one-to-many infrastructure.
13. Does Clarifi offer price protection for renewals?
If you want to lock in current pricing, we offer multi-year terms where pricing is fixed for your entire subscription term. Additionally, by default all Clarifi order forms include terms giving you a level of pricing predictability for renewals of your existing products.
14. My organization is based in the EU. Do your terms cover any EU-specific regulations that apply to the purchase of SaaS products?
Yes, our DPA incorporates addenda covering rights and obligations imposed by the EU Data Act and, for EU financial institutions, the Digital Operational Resilience Act (DORA). Such addenda, combined with the existing rights and obligations set forth in the MSA and the DPA sufficiently address such regulations to the extent applicable to you and the Services.
Questions not answered here? Contact [email protected].