Support & Service Levels
How to reach support, when we are available, and how quickly we aim to first respond. The times on this page are targets, not contractual commitments.
How to reach support
- Support form
- Submit a support ticket, report an opportunity or data issue, or request a feature.
- Security issues
- security@bidclarity.ai
- Sales, partnerships and demos
- Contact & Sales
Support hours
Monday to Friday, 08:00 to 18:00 Pacific Time.
BidClarity is monitored at all hours, and an outage alerts us at once.
Severity levels and first-response targets
We rate each request by how much it affects you, and aim to send a first response within these times. Times are counted in support hours.
| Severity | What it means | Target first response |
|---|---|---|
| Severity 1 | The service is unavailable, or your data is at risk | Within 4 business hours |
| Severity 2 | A feature is broken and there is no workaround | Within 1 business day |
| Severity 3 | A question, a data correction or a minor issue | Within 2 business days |
These targets are the same on every plan. They are targets, not contractual commitments. For Enterprise customers, any commitments are set in the customer’s agreement.
Escalation
If you need to escalate a request, email hello@bidclarity.ai with “URGENT” in the subject line.
Maintenance and service status
Planned maintenance is announced on our status page at least 24 hours ahead, except in an emergency.
Security issues
Report a security vulnerability to security@bidclarity.ai. We follow responsible disclosure and aim to acknowledge every report within 2 business days, and to resolve valid reports within 30 days.
Privacy and data requests
To ask for a copy of your data, a correction or deletion, submit a support ticket and choose Privacy or data request. We acknowledge each request within 2 business days and complete it within 30 days.