What your plan commits us to.
Support is raised from inside the AIMY Hub, where we already know your tenant, your plan and your entitlement. What differs between plans is set out below: when we are on, how fast we come back, who you get, and what is committed rather than targeted.
Tickets are raised in the AIMY Hub.
Tickets are raised on the support form in the AIMY Hub. Filing from inside your own account means the ticket arrives with your plan, your tenant and the affected AI Expert already attached, and it is visible to your administrators.
No AIMY account yet? Your organisation's administrator can issue one. If you are evaluating AIMY rather than running it, the contact page is the right door. Contact us.
Each plan comes with one support level.
Cover hours, response times and who handles your ticket all go up with the plan. A private GPT for one team needs less than a platform running across every department on hardware in your own building.
Starter
Included with AIMY Starter
Submit tickets directly via the Hub, answered during standard business hours (Monday to Friday).
Nature
Best-effort targets
Standard
Included with AIMY Business
Expands coverage to include the Knowledge Base — assisting with indexing, retrieval, and accuracy issues. The initial response comes from a dedicated engineer who manages your ticket through to resolution.
Nature
Response targets
Priority
Included with AIMY Professional
Extended coverage (08:00 to 20:00) supporting multiple departments, widgets, channels, and APIs. Includes a designated escalation manager and quarterly reviews of usage and answer quality.
Nature
Response targets, with escalation
Enterprise SLA
Included with AIMY Enterprise
Fully customised, legally binding commitments. Specific coverage hours, guaranteed response times, and escalation pathways are tailored to your needs and formalised in your SLA statement.
Nature
Committed in your SLA statement
What differs between the levels.
Higher levels add more ways to reach us, longer cover, a person on the ticket rather than a queue, somewhere to escalate, a review every quarter, and an engineer who will come to site.
Scroll the table sideways to compare all four levels.
| Coverage | Starter Starter | Standard Business | Priority Professional | Enterprise SLA Enterprise |
|---|---|---|---|---|
| How you reach us | Hub ticket | Hub ticket, email follow-up | Hub ticket, email follow-up | Hub ticket, email follow-up, call |
| Cover | Mon–Fri, 09:00–18:00 MYT | Mon–Fri, 09:00–18:00 MYT | Mon–Fri, 08:00–20:00 MYT | Mon–Fri, 08:00–20:00 MYT, or as per SLA statement |
| Who owns the ticket | Support queue | Assigned engineer on first response | Assigned engineer and escalation manager | Technical account manager |
| Escalation | Within the ticket | Support lead, on request | Escalation manager | Direct escalation line |
| Service reviews | Not included | Not included | Quarterly usage and answer-quality review | Quarterly service review and roadmap session |
| On-site and air-gapped | Available for On-Prem Deployment only | Available for On-Prem Deployment only | Available for On-Prem Deployment only | Available for On-Prem Deployment only |
What a ticket is for.
Support fixes the platform. Building on it is work we scope and quote, because a knowledge base that needs rewriting is not a fault and pretending otherwise serves nobody.
Support covers the platform
Anything that stops AIMY doing what the plan says it does.
- Sign-in, SSO, roles, and a user seeing the wrong documents.
- Documents that will not index, stale content, and failed syncs.
- Website widget, Telegram, WhatsApp, the developer API and webhooks.
- The platform being down, erroring, or noticeably slow.
- Answers that are wrong because retrieval or a citation broke.
- Invoices, seat counts, plan changes and renewals.
Advisory covers the work
Anything that is a project rather than a fault. Scoped and quoted, not queued.
- Authoring or restructuring your knowledge base.
- Designing new AI Experts and their scope.
- Answer-quality tuning run as an engagement.
- Custom system integration beyond the developer API.
- Change management, enablement and training programmes.
The ones that come up first.
Which support level are we on?
Your support level is determined by the plan you are on:
- AIMY Starter Starter Support
- Business Standard Support
- Professional Priority Support
- Enterprise SLA
So to work out your support level, identify your current plan and match it to the tier above.
What is the difference between a target and an SLA?
A target is what we aim for and measure against. An SLA is a formal, contractual commitment to a defined level of service. Targets are operational goals, while SLAs are agreed commitments. SLAs are available only with the Enterprise plan.
What happens outside cover hours?
The ticket is logged and we pick it up at the start of the next covered period. Enterprise customers whose SLA statement extends the cover are the exception, on the terms set out in it.
We run AIMY on our own hardware. Does support reach it?
Yes, but remote support remains the primary method for standard troubleshooting. For on-premise deployments — especially air-gapped environments — on-site support can be provided when physically required at the rack. Please note that on-site assistance is not a default service included with standard plans; availability depends on the situation, and additional charges may apply. Cloud-hosted tenants continue to be fully supported remotely.