Email goes to a person. Same-day on Sales and Press during business hours; in-app chat is fastest for support. The team is small enough that you'll talk to the human whose name is on the inbox.
Reach out for Org-tier pricing, multi-tenant rollout, BAA / DPA, or to schedule a customer reference call. Same-day reply during US business hours; next business day overnight. No discovery-call gauntlet.
In-app chat is the fastest path (median 2 min response). Email back-up at help@cohere.so for after-hours. Org tier gets a named on-call rotation and a private Slack channel.
Background-only chats welcome. Same-day on deadline. We do roughly two podcast appearances a month — slots fill in advance. Plugin partner inquiries go to the same inbox.
We route by the dropdown. A real person reads everything.
Email, billing details, and the canvas content you create. We do not train any AI model on your file content; we don't sell or share data with third parties. Full text at /docs/legal/privacy with a plain-language summary at the top.
60-day cancellation notice on annual contracts (no auto-renew silence). Data export survives termination. No liability cap below 12 months of fees. Redlines accepted on Org plans through your standard procurement workflow.
SOC 2 Type II audited annually by A-LIGN. ISO 27001:2022 certified by Schellman. TLS 1.3, AES-256 at rest, customer-managed keys on Org. Pen-tests twice a year. Disclosure: security@cohere.so.
EU GDPR DPA with SCCs. Sub-processors: AWS (us-east-1, eu-west-1, ap-southeast-2), PostgreSQL on RDS, Stripe (PCI scope), Twilio. Sub-processor changes notified 30 days in advance.
