Support
Clema help center and product FAQs
Answers to the most common Clema product questions, plus where to reach support, sales, and security.
Reach the team
Product support
Onboarding, product questions, how-to, and troubleshooting. One business day response, usually faster.
[email protected]Sales and demos
Pricing, scoping, system-wide deployments, and tailored demos with IR scenarios built for your institution.
[email protected]Security and compliance
SOC 2 Type II report, BAA, DPA, sub-processor list, and security review. Turnaround within one business day under NDA.
[email protected]How support works
No tiers to decode, no ticket portal. Here is what is included and who to contact.
Email support
[email protected] is monitored by the product team, not a ticket queue. We respond within one business day, and most issues resolve same-day.
Included with every plan
Integrations, onboarding, and product support are included at no extra cost on the Standard plan. There is no separate paid support tier to unlock basic help.
Priority support for system-wide deployments
Consortia, systems, and multi-campus customers on the System-wide plan get priority support alongside a dedicated onboarding contact.
A dedicated contact during onboarding
New institutions get an implementation lead for setup and data connections during their first weeks live, in addition to standard email support.
Guides and walkthroughs
Organized by what you are trying to do.
Product walkthroughs
How Clema works, day to day.
Account, setup, and billing
Getting live, and managing your plan.
Security and compliance
For your CISO, data governance lead, or privacy officer.
Product FAQs
How do I get help with Clema?
Email [email protected] for product or onboarding help, or [email protected] for sales and demos. We respond within one business day, and most issues resolve same-day. Your in-app admin can also manage roles and access for your team.
What is the typical response time?
One business day for [email protected], usually faster. Onboarding and implementation questions get a dedicated implementation lead during your first four weeks.
Does support differ by plan?
Product support, onboarding, and integrations are included on the Standard plan at no extra cost. System-wide plans for consortia and multi-campus deployments add priority support and a dedicated onboarding contact.
Is there a knowledge base or help center?
This page indexes the most common product questions. For deeper walkthroughs, see the setup guide, the quick start, and the how it works page. For anything not covered, email support and we will write back.
How do I reset my password or SSO login?
Clema uses your institution's SSO (SAML 2.0 or OAuth 2.0), so password resets go through your IT team or identity provider. If SSO is not yet configured for your institution, email [email protected] and we will help set it up.
How do I add or remove a user?
Your institution's named admin manages users and roles in the admin panel. Email [email protected] if you need an admin change or help with role-based access.
Still have a question?
Email support and we will write back within one business day, usually faster.
Email support