ClarifiedBy support service policy
Diligencia aims to help our customers make the best use of ClarifiedBy through effective and responsive support.
This policy sets out the expectations of support for your use of ClarifiedBy.
General support services
Technical support for ClarifiedBy is available by telephone or email.
Telephone support should be directed to the IT Team on +44 1865 554021 during the hours of 9am – 6pm GMT, Monday to Friday.
Email support should be directly to support@clarifiedby.com and we will aim to response to you within 24 hours.
Escalation of any issues should be directed to your Account Manager or via an email to orders@clarifiedby.com.
Incident response times
All incidents reported to support@clarifiedby.com are initially handled by our in-house software development team, with the aim to resolve the incident as quickly as possible.
If the incident cannot be resolved in-house, we will engage with our supporting companies with a view to meeting the following time goals during normal operating hours:
Incident severity and response times
Priority |
Incident severity |
Definition |
Response time |
Resolution time |
| 1 | Emergency |
Service not available (all users and functions) |
1 hour | 2-4 hours |
| 2 | Critical |
Significant degradation of the service(a large number of users or business critical functions affected) |
2-4 hours | 4-8 hours |
| 3 | Major |
Limited-service degradation (the business process can continue the limited number of functions or users affected) |
4-6 hours | 8-12 hours |
| 4 | Normal | Small service degradation(the business process can continue with one user affected) | 6-8 hours | 12-16 hours |
| 5 | Low |
Issues which do not lead to service degradation |
8-16 hours | 24-48 hours |
Resolving incidents
Due to the complex nature of software development and operating environments, Diligencia cannot guarantee the time that it will take to resolve an incident. We make our best effort to resolve incidents as expeditiously as possible.
ClarifiedBy KPIs
Availability
Diligencia aims to ensure that the ClarifiedBy portal is available 99% of the time, except during periods of maintenance as described below.
Maintenance
To maintain the performance, security, and reliability of the ClarifiedBy portal, maintenance activities may be required from time to time. These activities may result in temporary service unavailability and can include repairs, upgrades, updates, or other related services.
- Scheduled Maintenance: Where possible, scheduled maintenance will be carried out outside of standard business hours to minimise disruption. Advance notice may be provided when feasible.
- Unscheduled Maintenance: Unscheduled maintenance may be required in exceptional circumstances, such as critical system issues or security concerns. In these cases, downtime may occur without prior notice.
Any downtime resulting from scheduled or unscheduled maintenance is excluded from the availability commitment.
Search response times
Diligencia aims for an initial return of results from a search for a subject, to be achieved within 10 seconds. Anyone experiencing a delay on the return of results should contact support@clarifiedby.com in order that we can help resolve the issue.
Company / shareholder update requests
We aim to delivery any requests for updates in accordance to the timeframe displayed on ClarifiedBy at the time the update request is made. This is normally between 3-7 working days, depending on the jurisdiction.
There may be times when, for reasons outside of our control, we are unable to meet this timeline, but we will endeavour to keep our Client informed of any delay and the reason for that delay.
This policy is reviewed on a regular basis and was last reviewed in January 2026. We will post the most current version on our website.