This page is the front door for support. It lists every way to reach a human, what we aim to do once you do, and how to escalate if the answer you get is not good enough. If you are a customer with something broken right now, use the phone number above — it is the fastest path.
1 How to reach us
Three channels, all monitored by the same team. Use whichever fits the urgency. You do not need a support portal account, and you will not be routed through a sales qualification step to get help.
- Web form. Use the form on our contact pageand select the message option. This is the best channel for anything that benefits from detail — a defect report, a change request, or a question with context attached.
- Email. hello@gainclarity.ai reaches the same queue as the web form. Reply on an existing thread to keep history together.
- Phone. (208) 248-0911during support hours. For a production outage, call rather than email — it is the fastest way to get an engineer engaged.
- Security issues. security@gainclarity.ai goes directly to our security contact. See section 6.
2 Hours and coverage
Standard support hours are Monday–Friday, 9:00am–6:00pm ET, excluding US federal holidays. Requests that arrive outside those hours are picked up the next business day, and the response targets in section 4 are measured in business hours from that point.
Customers with an agreement that specifies extended or after-hours coverage are governed by that agreement, and the terms in it take precedence over this page. If you are unsure what your agreement provides, ask us and we will confirm it in writing.
3 What to include
None of this is mandatory — report the problem however is easiest and we will ask for the rest. But the more of this you can give us up front, the fewer round trips it takes to get you a fix.
- Your organization and the environment. Which deployment you are reporting against — production, staging, or a specific tenant.
- What you expected, and what happened instead. One sentence each is enough. The gap between the two is the most useful thing you can give us.
- Steps to reproduce. The path you took to hit it. If it is intermittent, tell us roughly how often.
- When it started. A date and approximate time, with your timezone. This lets us line your report up against our logs.
- Who is affected. One person, one team, or everyone. This drives how we triage severity.
- Screenshots or error text. Paste the error verbatim if you have it. Please redact anything sensitive first.
4 Response targets
These are our targets for a substantive first response from a person who can act on the issue — not an automated acknowledgement. They are commitments about response, not about resolution: how long a fix takes depends on what the problem turns out to be, and we will tell you what we know as soon as we know it.
| Severity | Definition | First response |
|---|---|---|
| Critical | Production is down or unusable, or data integrity is at risk. No workaround exists. | Within 4 business hours |
| High | A core workflow is broken or significantly degraded for multiple users. A workaround may exist but is not sustainable. | Within 1 business day |
| Normal | A defect, question, or change request that does not block day-to-day work. | Within 2 business days |
| Low | Cosmetic issues, documentation gaps, and feature suggestions. | Within 5 business days |
We set severity when we triage, and we will tell you what we set it to. If you think we got it wrong, say so — you know the operational impact better than we do, and we will re-triage rather than argue about it.
5 Escalation
If a response target is missed, or the answer you received does not resolve the problem, escalate. This is a normal thing to do and it does not cost you goodwill with us.
- Reply on the existing thread with the word escalate in your message. That flags it out of the normal queue.
- If that does not get movement within one business day, email hello@gainclarity.ai with “Escalation” in the subject line, or call (208) 248-0911 and say you are escalating.
- Unresolved escalations reach our leadership team. We would rather hear it from you directly than discover it at a renewal conversation.
6 Reporting a security issue
Report suspected vulnerabilities, exposed credentials, or any suspected unauthorized access to security@gainclarity.ai. Please do not open a general support ticket for a security issue, and please do not disclose it publicly before we have had a chance to respond.
We aim to acknowledge security reports within one business day, and we will keep you updated as we investigate. We do not pursue legal action against researchers who report in good faith, stay within the scope of their own account or a system they are authorized to test, and avoid accessing or destroying other people’s data.
Our broader security posture, control framework, and compliance status are described on our Security page.
7 What support covers
Support covers the software we built for you: defects, questions about how something works, configuration help, access and permissions issues, and problems with a deployment we operate or assisted with. Change requests and new work are welcome through the same channels — we will scope them rather than treat them as tickets.
Because Clarity deploys inside organization-controlled infrastructure, some issues land on your side of the boundary — your cloud account, your network, your identity provider. When that happens we will say so clearly and help you work out who needs to act, rather than closing the ticket and pointing at the boundary.
Commercial terms, warranties, and any contractual service levels are governed by your agreement with us and our Terms of Service. This page describes our operating practice; it does not modify that agreement.
8 Contact details
Codewerx LLC, DBA Clarity AI
Support: hello@gainclarity.ai
Security: security@gainclarity.ai
Privacy: privacy@gainclarity.ai
Phone: (208) 248-0911
Hours: Monday–Friday, 9:00am–6:00pm ET
Prefer a form? Use our contact page— it reaches the same team.