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TERMS OF ENGAGEMENT

Last updated: January 29, 2025

At Clerk, we are committed to providing excellent support to all our users and customers. To ensure a positive experience for everyone, we have established the following terms of engagement for interacting with our support team.

1. Our Commitment to You

  • We will respond to your inquiries in a timely manner.
  • Our support staff will treat you with respect and professionalism.
  • We will make every effort to resolve your issues or answer your questions to the best of our abilities.

2. Limits to Our Service

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/premium 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.

3. Expected Conduct

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.

4. Unacceptable Behavior

Clerk has a zero-tolerance policy for the following behaviors:

  • 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.

5. Consequences of Unacceptable Behavior

If a user or customer engages in any of the unacceptable behaviors listed above, Clerk reserves the right to:

  • Issue a warning to the individual.
  • Temporarily suspend support services.
  • Permanently terminate support services.
  • In severe cases, terminate the individual's account or ability to use our software.

6. Reporting Concerns

If you have concerns about the conduct of our support staff or wish to report a violation of these terms, please contact our Customer Relations team at customer-relations@clerk.dev

7. Changes to These Terms

Clerk reserves the right to modify these terms at any time. We will notify users of any significant changes through our website or via email. By engaging with our support team, you acknowledge that you have read and agree to abide by these terms of engagement. We appreciate your cooperation in maintaining a respectful and productive support environment for all our users and customers.