Support

1. About this page

This page explains how to get support for PathwAI and the services provided by AI Journey Labs Pty Ltd (ABN 87 685 804 504) (“AI Journey Labs”, “AIJL”, “we”, “us” or “our”). It applies to customers who have acquired PathwAI directly from us or through Microsoft Marketplace, including Microsoft Azure Global customers.

PathwAI is deployed into the customer’s own cloud environment, and we have no standing access to the data processed inside it. Details of how customer and end-user data is handled in the product are set out in our PathwAI Data Processing and Subprocessors page, and information about how we handle business contact information is in our Privacy Policy.

2. How to get support

You can reach our support team in the following ways:

• Email: [email protected]
• Phone: +61 434 290 561
• Online: submit a request through our contact form

Email is the fastest way to log an issue and gives us the detail we need to help you quickly. There is no charge to contact support, and you do not need an account or login to reach us.

3. Hours of operation

Our support team operates during Australian business hours, 9:00am to 5:00pm AEST/AEDT, Monday to Friday, excluding Australian public holidays. Requests received outside these hours are logged on receipt and actioned on the next business day.

4. Response targets

We aim to acknowledge and respond to support requests within the following targets, measured during our hours of operation. These are target response times, not resolution times, and apply unless a different service level has been agreed in your contract.

• Critical (production system unavailable, or a security issue): within 4 business hours
• High (major function impaired, no reasonable workaround): within 1 business day
• Normal (a function is impaired but a workaround exists): within 2 business days
• Low (general questions, guidance, or feature requests): within 3 business days

5. What to include when you contact us

To help us resolve your issue quickly, please include where possible:

• your organisation name and the relevant Azure subscription or tenant;
• the PathwAI environment and the Journey or feature affected;
• a clear description of the issue and what you expected to happen;
• the date, time and any error messages or reference IDs; and
• screenshots or steps to reproduce the issue.

Please do not include passwords, secrets, or other sensitive credentials in your message.

6. What support covers

Support covers the PathwAI platform and the Journeys provided by AI Journey Labs, including help with configuration, usage questions, error investigation, and guidance on platform features. Support does not cover issues caused by your own changes to the underlying cloud infrastructure, third-party services we do not control, or modifications made outside the supported configuration. Where an issue relates to your Microsoft Azure subscription itself, you may also need to engage Microsoft Azure support.

7. Security and incident reporting

If you believe you have found a security vulnerability or are experiencing a security incident involving PathwAI, please contact us immediately at [email protected] and mark your message as urgent, or call the number above. Please do not disclose suspected vulnerabilities publicly until we have had a reasonable opportunity to investigate and respond.

8. Microsoft Azure Marketplace customers

If you acquired PathwAI through Microsoft Marketplace, you can reach us using the contact details on this page for support with the PathwAI offer. For billing, subscription, or Azure platform questions that sit with Microsoft, please use Microsoft Azure support through the Azure portal.

9. Contact us

Support, AI Journey Labs
Email: [email protected]
Phone: +61 434 290 561
Sydney, Australia

We will acknowledge your request and aim to resolve it promptly. If you have a concern about how a request has been handled, you can escalate it by contacting us at the address above.