Getting Help & Support Escalation

If you run into questions or issues while using Clarence AI, it’s important to route them to the right place.

Operational support

For "How do I…" questions related to your organization’s communication policies or tone (for example, "What should our tone be when responding to this topic?"), you should contact:

• Your internal team lead, or
• The designated Admin for the platform within your organization

These contacts can provide guidance based on your organization’s internal rules, not just the tool.

Technical support

For "It’s broken…" issues (for example, buttons not working, platform downtime, unexpected errors), you should contact your designated Clarence AI technical support representative through the official channel agreed with your organization.

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In the event of a suspected data breach or major outage, follow your organization’s official incident response procedures in addition to contacting technical support.

Clear separation between operational and technical support helps ensure that:

• Policy and tone questions are handled by the right internal experts.
• Technical issues are resolved efficiently by the Clarence AI support team.