Customer Support

How to reach us

For product support, email support@trueaim.ai. Please include your tenant name, the affected user, a description of the issue, and any screenshots or error messages.

Hours and response times

Business hours are Monday to Friday, 09:00 to 18:00 Central European Time, excluding Swiss public holidays. Our target initial response times are:

• Severity 1 (production outage or data loss): within 4 business hours.
• Severity 2 (major feature unavailable): within 1 business day.
• Severity 3 / 4 (questions, minor issues): within 3 business days.

Specific service levels for paying customers are governed by the applicable contract.

Other contact channels

• Sales and partnerships: hello@trueaim.ai
• Privacy and data protection: privacy@trueaim.ai (see Privacy Policy)
• Security reports: security@trueaim.ai (see Security)
• Ethics and confidential reports: ethics@trueaim.ai (see Ethics & Reporting)