Support Policy
Last updated: August 17, 2026.
This Support Policy describes how Hello Clerk, Inc. provides customer support for its applications, the hours during which support is available, and the response times customers can expect.
This Support Policy is supplemental to, and should be read together with, our https://helloclerk.io/legal/terms-of-services/.
1. Scope
This Support Policy applies to all Hello Clerk applications distributed through the Atlassian Marketplace, including Clerk Invoices, Clerk Quotes, Clerk Budgets and Clerk Products (the “Services”).
Support covers questions about the use of the Services, reports of defects, and assistance with configuration and integrations. It does not cover custom development, consulting, training, or support for third-party products the customer connects to the Services.
2. How to Contact Support
Support is available through the following channels:
- Email: support@helloclerk.io
- In-app live chat, available from within each application
- Help Centre: https://helloclerk.io/help-center/
All channels are handled by the same support team and are subject to the same hours and response targets. Support is provided in English.
3. Hours of Operation
Support requests are handled Monday to Friday, 09:00 to 18:00 Eastern European Time (Europe/Kyiv), excluding public holidays observed by Hello Clerk.
Requests received outside these hours are recorded on arrival and addressed at the start of the next working day.
4. Target Response Time
Hello Clerk aims to provide an initial human response to every support request within 24 hours of receipt during the hours of operation described in Section 3.
An initial response acknowledges the request and states what happens next. It is not necessarily a resolution: the time required to resolve a request depends on its nature, and issues that require a change to the Services are addressed as part of the ordinary release process.
Hello Clerk prioritises requests that affect the availability or correctness of the Services for a customer over questions about configuration and feature requests.
5. Nature of These Targets
The hours and response targets described in this Support Policy are service targets that Hello Clerk works to meet. They are not a contractual guarantee, and they do not modify or extend the warranties, disclaimers or limitations of liability set out in the Terms of Services, which continue to govern the provision of the Services.
In particular, this Support Policy does not constitute a commitment regarding uptime, uninterrupted operation, or error-free operation of the Services.
6. Maintenance
Hello Clerk performs maintenance and deploys updates on an ongoing basis and aims to do so without interruption to the Services. Where an interruption is expected to be noticeable, Hello Clerk will give customers advance notice by email or through the Services.
7. Changes to This Policy
Hello Clerk may update this Support Policy from time to time. The date at the top of this page indicates when it was last revised. Continued use of the Services after a revision constitutes acceptance of the updated Support Policy.
8. Contact
For questions about this Support Policy, please contact support@helloclerk.io.
