Service levels and support

What you can expect from Aimy for availability and for support. These are our targets for paid plans. A larger deployment can agree its own terms separately.

Availability

We aim to keep Aimy running and responsive. Our target is 99% availability each month for the chat service, and we work toward it on a best efforts basis.

• Planned maintenance. Sometimes we need to update or maintain the service. Where we can, we do it at quiet times and keep the interruption short. See When a product is down for maintenance.
• AI models. Answers come from AI models, and some of them run on an outside provider's systems. A short problem at that provider can affect answers, and these usually clear within a few minutes. If a model is down, you can often switch the expert to another one.
• If you think there is an outage. Contact support@aimy.com.my. We will tell you whether it is a known problem and when we expect it to be fixed.

How to reach support

The quickest way is a support ticket. In the admin area, choose Submit a ticket in your account menu at the bottom of the sidebar. In the hub, open Support and then Form, or choose Submit a ticket in the hub's account menu. You can also email support@aimy.com.my. The more detail you give, the faster we can help.

Filling in the ticket form

The form is titled New support ticket. The first card, Details, shows your name, email, phone and organisation so we know who to reply to. You cannot edit them there. Use Edit your profile if something is wrong. The other cards ask for:

• Which product? Choose the product the problem is about. The list holds the products on your account, plus a last choice for anything that is not about one product, such as account, billing or sign in questions.
• Category. Choose one of six: Technical issue, Account & access, Billing & payments, Feature request, General question or Something else. If you choose Something else, a Please specify box appears for you to name the kind of request.
• Subject. A short title, up to 255 characters.
• What happened. What you tried, what you expected and what happened instead. It holds up to 3,000 characters. Please do not include passwords or API keys.
• Who is affected. Optional. A few words such as just you, your whole team or your customers.
• When it started. Optional. A date and time. A rough time is fine.

Choose Submit ticket. You land on My tickets with a message saying the ticket was submitted and a copy was emailed to you.

Your ticket number and the email copy

Every ticket gets a number that starts with TKT, followed by the date and a running number, for example TKT-12102026-0042. Quote it if you write to us about the same problem.

The copy we email you carries the ticket number, your category, subject and message, and the first response target for your plan. It is an automatic message, so do not reply to it. Our answer to your ticket also arrives by email, at the address on your account. If you have something to add, send a new ticket or email support@aimy.com.my and give the ticket number.

Following your tickets

My tickets in the hub lists what you have sent, newest first, up to the latest 50. For each ticket it shows the number, subject, product, category, status and the date you sent it. The status is one of three:

The page does not show the replies themselves. They are sent to your email. If you have not sent a ticket yet, the page says so and offers File your first ticket.

When a product is down for maintenance

While we are working on a product, opening it shows a maintenance page instead. It carries a title and a short message from us. If we know when the work should finish, it also says Expected back around followed by a time of day. Your other Aimy products are not affected, and a link takes you back to your apps. On the hub dashboard, the product's card shows an Under maintenance pill and a note until it is back.

First response targets

These are targets for our first reply, counted in business days, Malaysia time. A first reply is our first answer to your ticket. A harder problem can take longer to fix completely.

See Plans for what else each plan includes.

What to include in a ticket

• What you were trying to do, and what happened instead.
• Which expert or page it involved, and roughly when it happened.
• Any error message you saw. A screenshot is ideal.

What is not covered

These targets cover the Aimy platform and our support team. They do not cover problems caused by your own network or devices, by outside services you connect (such as your own provider key), or by what is in the documents you upload.