This page explains what you can expect from Aimy in terms of service availability and support response times. These are our service commitments for paid plans; specific terms for large deployments can be agreed separately.

Service Availability

We aim to keep Aimy available and responsive at all times. Our target is 99% monthly availability for the chat service, measured on a commercially-reasonable-efforts basis.

• Planned maintenance — occasionally we need to perform updates or maintenance. Where possible we schedule this during off-peak hours and keep any disruption brief.
• Third-party AI models — answers are generated by AI models, some of which run on third-party infrastructure. Brief, temporary issues on an AI provider can affect responses; these usually resolve within a few minutes. If a model is unavailable, you can often switch to another available model.
• Status & incidents — if you experience an outage, contact support@aimy.com.my and we'll confirm whether it's a known issue and share an estimated resolution.

Support Response Times

You can reach our team any time by submitting a support ticket from your dashboard (the Help button) or by emailing support@aimy.com.my. The more detail you include, the faster we can help.

We target the following first-response times (business days, Malaysia time). "First response" means our initial reply — complex issues may take longer to fully resolve.

Helping Us Help You Faster

When you contact support, please include:

• What you were trying to do and what happened instead.
• The chatbot or page involved, and the approximate time it occurred.
• Any error message you saw (a screenshot is ideal).

Scope

These targets apply to the Aimy platform and our support team. They do not cover issues caused by your own network, devices, third-party services you connect (for example your own BYOK provider), or content in your uploaded documents.