Clerk Support Program
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Clerk Inc. ("Clerk", "we", "us", and/or "our") provides support services ("Support Services") for our platform ("Services") as outlined in this Support Program ("Support Program").
This Support Program is subject to the Clerk Standard Terms and Conditions or the Clerk Enterprise Terms and Conditions associated with an Enterprise Order Form, as applicable (collectively, the "Terms"). All defined terms used herein shall have the meaning accorded to such terms in the Terms unless otherwise defined herein.
1. Overview and Scope
We provide Support Services related to our Services, including support for platform features, infrastructure, account configuration, deployments, usage, and billing.
We will provide updates regarding any status changes in our Services via our status page. This source provides information and you should check this source first before seeking support.
To be able to provide timely service to all of our customers, we must limit the lengths to which we can go on any particular support case in the following ways:
- We will not debug fully built applications to narrow down the cause of an issue for you. We will do our best to determine the solution by asking questions, looking at traces and code samples, but if that isn't enough, we will require a minimal reproduction to move forward.
- We are not able to schedule live calls to debug apps outside of particular cases by our discretion or for enterprise support plan customers.
- For anything that is in the "advanced" section of the docs, is not part of an official Clerk SDK, or is far outside the normal usage pattern, we cannot guarantee a resolution from support but will do our best to help you move in the right direction.
- While we aim to be helpful, we typically do not provide general application development advice beyond Clerk's direct implementation. This includes recommendations about application architecture, hosting solutions, deployment strategies, or other aspects not directly related to Clerk's functionality. Our support focuses specifically on helping you successfully implement and use Clerk's features within your application.
- We are unable to conduct troubleshooting on applications built with no-code AI platforms. No-code AI tools don't allow us to have the visibility into the code required for assistance. We understand that these steps may be limiting or challenging as they require you to move away from the no-code AI platform. We want to assist you in getting your application working, but while you are using the no-code platform we can not get the info we need to provide proper assistance and troubleshooting. For Clerk to be able to assist you, you would need to do one of the following:
- Move off the no-code platform so you can access the code directly. Then you can share the required code snippets and test the fixes suggested.
- Using the no-code platform for another process you would need to create a minimal reproduction that you can share with Clerk.
2. Enterprise Support Programs, Severity Definitions, and Response Times
Our team aims to respond to support requests in a timely manner and as soon as practically possible. Customers are prioritized based on their plan and the severity of their issue as described below.
The target response times outlined below are only applicable to Enterprise subscriptions.
Enterprise Support Programs: Enterprise customers receive either Enterprise Premium Support or Enterprise Platinum Support, as specified in the applicable Order Form. The features of each tier are described in the table below.
Severity Levels: Issues will be categorized and handled according to an assigned severity level. The case severity level is selected by the Designated Contact at time of case submission, and may be updated or changed by Clerk after initial investigation in our sole discretion. Severity levels will also be adjusted downward as your technical issue is mitigated or if you, the Customer, do not assist or provide us with needed information.
Severity levels and targeted response times for Enterprise subscriptions are defined as follows:
Business hours are 8:00am to 6:00pm, Monday through Friday, for customers in time zones UTC+0 through UTC-8, excluding observed holidays.
3. Cooperation
Clerk must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Clerk to reproduce errors, including conducting diagnostic or troubleshooting activities as requested. Also, subject to Customer's approval on a case-by-case basis not to be unreasonably withheld, Customer and its users may be asked to provide remote access to Customer's environment and/or computers for troubleshooting purposes.
4. Support Channels
Web – A Designated Contact can log into the Clerk support website at https://clerk.com/contact/support where the Designated Contact can use their existing Clerk application account. Once logged in, they can create a new support ticket, review open or resolved tickets or search across the knowledgebase to find a resolution to their query (if it has been encountered by another customer and already answered by Clerk support personnel).
Email – A Designated Contact can reach Clerk support at to request support.
Slack channels allow for collaboration with our support team but do not represent an approved channel for formally reporting issues to Clerk.
5. Designated Contacts
"Designated Contacts" are users with dashboard seats in the Customer's Clerk subscription. Designated Contacts may act as primary liaisons between Customer and Clerk for technical support.
Customer may update Designated Contacts directly in the Customer's Clerk dashboard, or shall otherwise notify Clerk whenever Designated Contact responsibilities are transferred to another individual. Tickets submitted by someone other than a Designated Contact will be automatically closed and will not be acted upon.
Customers' Designated Contacts shall be responsible for:
- submitting support tickets on behalf of the Customer
- serving as the primary point of contact for communications
- overseeing Customer's support case activity
- developing and deploying troubleshooting processes within Customer's organization
- resolving password reset, username and lockout issues for Customer
- providing technical staff to assist with non application issues such as network issues
6. Etiquette
To maintain a productive and respectful environment, we expect all users and customers to:
- Treat our support staff with courtesy and respect.
- Provide clear and concise information about your issue or question.
- Follow any instructions or troubleshooting steps provided by our support team.
- Refrain from using abusive, discriminatory, or offensive language.
Clerk has a zero tolerance policy for behaviors including the use of racist, sexist, homophobic, transphobic, or otherwise discriminatory language; verbal abuse, threats, or harassment of any kind; excessive profanity or vulgar language; intentional misrepresentation of facts or circumstances.
If a user or customer engages in unacceptable behaviors listed above, Clerk reserves the right to issue a warning to the individual, temporarily suspend support services, permanently terminate support services, or terminate the individual's account or access to our software.