Frequently Asked Questions

For Law Enforcement

Where do I submit a request?

Every participating company has a public request page at clers.com/company_name — the company can give you its exact link. Submit your request from that page; there is nothing to install and no account to create.

Do I need an account?

No. You verify your agency email with a one-time code each session. There is no password to create or remember.

Why was my email rejected?

Free providers (gmail.com, yahoo.com, and similar) are not accepted. Use your agency-issued address; .gov and .us addresses receive a verified badge companies can see.

What is an ORI?

The Originating Agency Identifier — a nine-character code (e.g. AL0290000) issued by the FBI to every law enforcement agency. It appears in your request number and helps companies validate your agency.

How fast will a company respond?

Each request carries a due date based on your 1–10 urgency and the company's SLA policy. Urgency 9–10 (life-safety / exigent) requests immediately notify the company's on-call contact by SMS.

Can I share a request with a prosecutor?

Yes. From the request page you can grant view or comment access to DAs, prosecutors, or other officers. Each person verifies their own email, access can expire, and every view is logged.

What if the company requires a subpoena?

The company can mark your request as "subpoena / warrant required." The request stays open; attach the legal process document when you have it and the review resumes.

For Companies

What does registration cost?

Nothing. CLERS is currently free and open. Paid tiers may exist someday, but participating companies will always keep a functional free option for responding to law enforcement.

How do you stop impersonation of my company?

Registrations verified at your own email domain go live automatically. Registrations using free email providers are held for manual review by CLERS staff before the page becomes public.

We manage many properties. Can staff be siloed?

Yes. An organization can hold any number of properties, each with its own public page. Organization admins see everything; property staff see only their property.

Are we obligated to fulfill every request?

No. CLERS is a communication and custody channel, not legal advice. Your published policy tells officers what you require, and the console lets you decline, require legal process, or ask for more information.

How long is evidence retained?

You control retention per property (default 90 days after completion). Legal holds pause purging. Files are virus-scanned, hashed, and served only through expiring, logged download links.