SupportContact Support

Contact Support

Need help? We’re here for you.

Support Channels

Email Support

📧 General Support: support@aimmetrics.ai

  • Response time: Within 24 hours
  • Available: 24/7

📧 Urgent Issues: urgent@aimmetrics.ai

  • For critical production issues
  • Include “URGENT” in subject line
  • Describe business impact

📧 Integration Requests: integrations@aimmetrics.ai

  • Request new integrations
  • Report integration bugs

📧 Sales & Billing: sales@aimmetrics.ai

  • Upgrade/downgrade plans
  • Billing questions
  • Enterprise pricing

In-App Chat

Click the chat icon in the bottom right corner of the Aim app for instant support.

  • Available: Monday-Friday, 9am-5pm PT
  • Response time: Usually within 15 minutes
  • Best for: Quick questions and troubleshooting

Community

Join our Slack community to:

  • Ask questions
  • Share best practices
  • Connect with other Aim users
  • Get help from the team

🔗 Join Aim Community Slack

Schedule a Call

Need personalized help? Book a call with our team:

Before You Contact Us

Help us help you faster by gathering:

For Technical Issues

  1. What’s the issue?

    • Clear description of the problem
    • Exact error messages

  2. When did it start?

    • Date and time
    • Is it ongoing or intermittent?

  3. What have you tried?

    • Troubleshooting steps already taken
    • Screenshots if helpful

  4. Environment details:

    • Integration name
    • Connection name in Aim
    • Browser (if applicable)

For Integration Issues

  1. Integration details:

    • Which system (e.g., Google Analytics, Salesforce)
    • Connection name in Aim
    • When was it set up?

  2. Error information:

    • Exact error message
    • Sync logs from Aim
    • Screenshots of the error

  3. Source system access:

    • Can you access the source system?
    • Have permissions changed recently?
    • Any recent changes to the source system?

Response Times

Free Tier

  • Email: Within 48 hours
  • Chat: Monday-Friday, 9am-5pm PT
  • Priority: Standard

Pro Tier

  • Email: Within 24 hours
  • Chat: Monday-Friday, 9am-5pm PT (priority queue)
  • Priority: Medium

Enterprise Tier

  • Email: Within 2 hours (round the clock)
  • Chat: Round the clock with priority support
  • Phone: Dedicated support line
  • Priority: High
  • Account Manager: Assigned

System Status

Check the status of Aim services:

🔗 status.aimmetrics.ai

Subscribe to status updates to get notified of incidents and maintenance windows.

Other Resources

Before reaching out, try these resources:

Office Hours

Live Q&A sessions with the Aim team:

  • When: Every Thursday at 2pm PT
  • Where: Zoom (link in Community Slack)
  • What: Ask questions, share feedback, learn tips

Feedback & Feature Requests

We love hearing from you!

💡 Feature Requests: feedback@aimmetrics.ai

  • Suggest new features
  • Vote on existing requests
  • Influence our roadmap

📣 General Feedback: Share via in-app chat or email

Emergency Contact

For critical production issues affecting your business:

📧 Email: urgent@aimmetrics.ai

☎️ Phone (Enterprise only): Provided to Enterprise customers

Include:

  • Your organization name
  • Description of issue
  • Business impact
  • Contact information

Security Issues

Found a security vulnerability? Please report it responsibly:

🔒 Security: security@aimmetrics.ai

Do not report security issues through normal support channels or publicly.

Legal & Compliance

For legal inquiries:

⚖️ Legal: legal@aimmetrics.ai

For compliance questions (GDPR, SOC 2, etc.):

📋 Compliance: compliance@aimmetrics.ai

We’re committed to your success with Aim. Don’t hesitate to reach out - we’re here to help! 🎯

FAQ