Enterprise Support & SLAs

Effective Date: September 15, 2026
Last Updated: September 15, 2026

This Support and Service Level Policy (the “Support Policy”) describes the technical support services provided by Claridad Platforms, Inc. (“Claridad,” “we,” “us,” or “our”) to partner agencies, enterprise customers, and their authorized administrative users (“Customers”) in connection with the Claridad AI platform (the “Service”).

This Support Policy supplements the applicable End User License Agreement, Order Form, Master Services Agreement, or other written agreement governing Customer's use of the Service (collectively, the “Agreement”).

In the event of a conflict between this Support Policy and a separately negotiated agreement signed by Claridad and Customer, the separately negotiated agreement will control.

1. SUPPORT SERVICES

Claridad provides technical support designed to assist Customers with operation of the Service, including:

  • account and administrative access issues;

  • platform availability and performance issues;

  • document-ingestion and processing issues;

  • AI response or retrieval issues;

  • dashboard and portal functionality;

  • integration-related issues;

  • suspected security incidents affecting the Service;

  • billing and subscription questions; and

  • general onboarding and product assistance.

Support does not include insurance advice, medical advice, legal advice, benefits recommendations, enrollment decisions, claims administration, or interpretation of coverage on behalf of an insurer or plan administrator.

2. CONTACTING SUPPORT

Customers may contact Claridad Support at:

Email: support@claridadai.com

Standard Support Hours:
Monday through Friday
9:00 AM – 5:00 PM Eastern Time (“ET”)

Standard Support Hours exclude U.S. federal holidays and Claridad-observed company holidays unless otherwise specified in Customer's applicable Order Form or enterprise agreement.

Customers should provide sufficient information to allow Claridad to investigate the issue, including, where applicable:

  • Customer or partner-agency name;

  • affected functionality;

  • approximate time the issue began;

  • number or category of users affected;

  • screenshots or error messages;

  • steps necessary to reproduce the issue; and

  • any other relevant diagnostic information.

Customers should not transmit passwords, authentication credentials, private encryption keys, or unnecessary sensitive personal information through support communications.

3. SUPPORT PRIORITY LEVELS

Claridad classifies support requests according to their severity and operational impact.

Severity 1 — Critical

A Severity 1 incident is a production issue resulting in substantial inability to use the Service or presenting a potentially significant security concern.

Examples may include:

  • widespread production platform unavailability;

  • inability of substantially all Authorized Users within a Customer environment to access critical functionality;

  • confirmed or reasonably suspected unauthorized access to Customer Data;

  • material failure of tenant-isolation or authentication controls; or

  • another production condition creating severe and immediate operational impact.

Target Initial Response: Within four (4) business hours during Standard Support Hours.

Claridad will use commercially reasonable efforts to investigate and mitigate confirmed Severity 1 incidents as promptly as practicable.

Severity 2 — High / Degraded Service

A Severity 2 incident materially impairs use of the Service but does not constitute complete platform unavailability.

Examples may include:

  • materially elevated AI response latency;

  • document-ingestion or processing delays;

  • partial dashboard or portal outages;

  • failure of a material integration;

  • significant degradation affecting a subset of Authorized Users; or

  • recurring errors affecting important functionality where a reasonable workaround may exist.

Target Initial Response: Within twenty-four (24) business hours.

Severity 3 — Standard / General Support

A Severity 3 request does not materially prevent Customer from using the Service.

Examples may include:

  • general product questions;

  • configuration assistance;

  • onboarding questions;

  • billing or subscription inquiries;

  • feature requests;

  • non-critical user-interface issues;

  • documentation questions; or

  • other general assistance.

Target Initial Response: Within forty-eight (48) business hours.

4. RESPONSE TIMES

Response targets represent Claridad's target time for providing an initial substantive acknowledgment or beginning investigation of a properly submitted support request.

Response targets are not guaranteed resolution times.

The time required to resolve an incident may depend on its complexity, availability of diagnostic information, Customer cooperation, third-party infrastructure, external integrations, underlying source data, and other circumstances.

Unless expressly stated otherwise in an applicable enterprise agreement or Order Form, the response targets described in this Support Policy are operational targets and do not constitute guaranteed service credits or financial remedies.

5. INCIDENT PRIORITIZATION

Claridad may reasonably reclassify the severity of a support request based on the actual scope and impact of the incident.

For example, an issue initially reported as Severity 1 may be reclassified if investigation determines that the Service remains substantially operational and the issue affects only non-critical functionality.

Claridad will prioritize confirmed security incidents and widespread production outages based on their actual severity and potential impact.

6. CUSTOMER RESPONSIBILITIES

Customer will reasonably cooperate with Claridad's investigation and resolution of support incidents.

Customer is responsible for:

  • maintaining appropriate administrative contacts;

  • providing reasonably requested diagnostic information;

  • maintaining supported browsers, networks, devices, and Customer-controlled integrations;

  • properly configuring Customer-controlled identity and access systems;

  • maintaining accurate Customer Data and source documents;

  • promptly notifying Claridad of suspected unauthorized access; and

  • ensuring that support requests are submitted by authorized personnel where appropriate.

Claridad may be unable to investigate or resolve an issue where Customer does not provide information reasonably necessary to reproduce, diagnose, or investigate the issue.

7. THIRD-PARTY DEPENDENCIES

The Service may rely upon third-party infrastructure, cloud services, APIs, identity providers, telecommunications networks, or other external systems.

Claridad will use commercially reasonable efforts to investigate incidents involving dependencies under Claridad's control or contractual management.

Support response targets do not constitute a guarantee regarding the performance or availability of systems outside Claridad's reasonable control.

8. MAINTENANCE

Claridad may periodically perform scheduled or emergency maintenance necessary to maintain the security, reliability, or performance of the Service.

Where reasonably practicable, Claridad will provide advance notice of scheduled maintenance expected to materially affect Service availability.

Emergency maintenance may be performed without advance notice where reasonably necessary to address security vulnerabilities, material service degradation, infrastructure failures, or other urgent technical conditions.

9. SECURITY INCIDENTS

Suspected security incidents involving the Claridad Service should be reported promptly to:

support@claridadai.com

Customers should clearly identify the communication as a potential security incident and provide available information concerning the nature and scope of the suspected issue.

Claridad will investigate credible reports in accordance with its applicable security procedures and contractual obligations.

Any legally or contractually required security-incident notification will be handled in accordance with the applicable Agreement, Data Processing Addendum, Business Associate Agreement, or applicable law.

10. EMPLOYEE AND END-USER SUPPORT

Claridad primarily provides platform support to partner agencies, enterprise customers, and their authorized administrators.

Employees or other individual end users who:

  • have questions about their benefit elections;

  • wish to enroll in, modify, or cancel coverage;

  • dispute eligibility or coverage information;

  • need assistance with an insurance claim;

  • require confirmation of coverage; or

  • seek individualized insurance or benefits advice

should contact their employer's Human Resources or benefits department, applicable plan administrator, designated partner agency, insurance carrier, or appropriately licensed professional, as applicable.

Claridad does not independently process enrollment changes, adjudicate claims, determine eligibility, authorize healthcare services, modify insurance coverage, or provide individualized insurance advice through its technical support function.

Technical issues specifically involving access to or operation of the Claridad Service may be escalated to Claridad through the Customer's designated administrator.

11. AI OUTPUT AND BENEFITS INFORMATION

Reports concerning potentially inaccurate AI Output, document retrieval, calculations, or benefits information may be submitted to Claridad Support for technical investigation.

Claridad may investigate whether the Service accurately retrieved, processed, or presented information contained within the applicable source materials.

Claridad Support does not independently determine the legal interpretation of benefit plans or establish whether an individual is entitled to coverage or benefits.

Official plan documents, carrier records, and determinations made by authorized plan administrators or other responsible entities remain controlling as provided in the applicable Agreement.

12. CHANGES TO THIS SUPPORT POLICY

Claridad may update this Support Policy from time to time to reflect changes to the Service, support operations, security practices, or applicable requirements.

Claridad will provide reasonable notice of material changes where required by an applicable Agreement.

Changes will not materially reduce support commitments expressly guaranteed in a separately executed agreement during its applicable term unless permitted by that agreement.

13. CONTACT

For technical support:

Claridad Platforms Support
Email: support@claridadai.com

For contractual, privacy, or other legal matters, Customers should use the applicable contact information identified in Claridad's End User License Agreement, Privacy Policy, Data Processing Addendum, or other governing agreement.

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