Help
Support Policy
Last updated: 6/13/2026. We want every render to finish and every clip to ship.
1. How to reach us
- General: help@proclips.app
- Billing: billing@proclips.app
- Abuse / DMCA: abuse@proclips.app
- Security: security@proclips.app
2. Response times
| Plan | First response | Channel |
|---|---|---|
| Free | Best effort (3–5 business days) | |
| Starter | Within 2 business days | |
| Pro | Within 1 business day | Email + in-app chat |
| Business | Within 4 business hours | Dedicated Slack + email |
3. Service-level commitments
We target 99.5% monthly uptime on paid tiers and 99.9% on Business plans with an MSA. Maintenance windows are announced at least 48 hours in advance when possible.
4. Incident handling
Active incidents are posted to our status page. If a render fails due to a confirmed platform incident, credits are automatically refunded to your balance.
5. Scope
Support covers proclips features and your account. We can't troubleshoot third-party editors, distribution platforms, or rights disputes — see DMCA for copyright matters.