Service Level Agreement
Important Notice: This Service Level Agreement ("SLA") applies exclusively to standard self-service subscription plans (Free, Basic, Growth, and Advanced). Enterprise customers are governed by a separate agreement. This SLA does not apply to services purchased through third-party platforms beyond AeroChat's direct control. This SLA is incorporated into and subject to AeroChat's Terms of Use at aerochat.ai/legal/terms.
Important Notice: This Service Level Agreement ("SLA") applies exclusively to standard self-service subscription plans (Free, Basic, Growth, and Advanced). Enterprise customers are governed by a separate agreement. This SLA does not apply to services purchased through third-party platforms beyond AeroChat's direct control. This SLA is incorporated into and subject to AeroChat's Terms of Use at aerochat.ai/legal/terms.
1. Definitions
For the purposes of this Agreement:
"AeroChat" means AeroChat and its affiliates, successors, and assigns.
"Customer" or "Merchant" means the individual or entity subscribed to AeroChat's services.
"Service" means the AeroChat AI-powered customer communication platform, including the admin dashboard, chat widget, and associated APIs, as made available under the applicable subscription plan.
"Subscription Plan" means the plan tier (Free, Basic, Growth, or Advanced) selected by the Customer.
"Uptime" means the percentage of time in a calendar month during which the core Service is available and functional, excluding Excluded Downtime.
"Downtime" means any period during which the Service is unavailable due to causes within AeroChat's reasonable control.
"Excluded Downtime" means any unavailability caused by: (a) Scheduled Maintenance; (b) Force Majeure Events; (c) failures of third-party platforms or infrastructure, including Shopify, AI model providers, or cloud hosting providers; (d) Customer misconfiguration or misuse; (e) Customer's internet connectivity or device issues; or (f) actions taken by the Customer or its end-users.
"Scheduled Maintenance" means planned maintenance windows communicated to Customers at least 24 hours in advance where reasonably practicable.
"Force Majeure Event" means any event beyond AeroChat's reasonable control, including natural disasters, acts of government, cyberattacks, pandemics, or failure of third-party infrastructure.
"AI Response Credits" means additional AI-generated response capacity issued at AeroChat's sole and absolute discretion as a goodwill gesture, with no cash or monetary value.
2. Service Description
AeroChat provides a cloud-based AI customer service chatbot platform designed for e-commerce merchants, primarily integrating with Shopify stores. The Service operates as a self-service, do-it-yourself (DIY) platform.
Customers are solely responsible for:
Configuring the chatbot, training data, and conversation flows within their account;
Ensuring accurate and appropriate knowledge base content;
Installing and maintaining the chat widget on their storefront;
Managing user access and permissions within their account;
Compliance with applicable laws in their use of the Service.
AeroChat does not guarantee any specific business outcome, resolution rate, or revenue impact from use of the Service. AI performance depends on the quality and accuracy of Customer-provided training data and configuration.
3. Service Availability
3.1 Uptime Target
AeroChat will use commercially reasonable efforts to maintain Service availability of 99.5% per calendar month, calculated excluding Excluded Downtime. This target applies to all paid Subscription Plans (Basic, Growth, and Advanced). The Free plan is provided on an "as available" basis with no uptime commitment.
1. Definitions
For the purposes of this Agreement:
"AeroChat" means AeroChat and its affiliates, successors, and assigns.
"Customer" or "Merchant" means the individual or entity subscribed to AeroChat's services.
"Service" means the AeroChat AI-powered customer communication platform, including the admin dashboard, chat widget, and associated APIs, as made available under the applicable subscription plan.
"Subscription Plan" means the plan tier (Free, Basic, Growth, or Advanced) selected by the Customer.
"Uptime" means the percentage of time in a calendar month during which the core Service is available and functional, excluding Excluded Downtime.
"Downtime" means any period during which the Service is unavailable due to causes within AeroChat's reasonable control.
"Excluded Downtime" means any unavailability caused by: (a) Scheduled Maintenance; (b) Force Majeure Events; (c) failures of third-party platforms or infrastructure, including Shopify, AI model providers, or cloud hosting providers; (d) Customer misconfiguration or misuse; (e) Customer's internet connectivity or device issues; or (f) actions taken by the Customer or its end-users.
"Scheduled Maintenance" means planned maintenance windows communicated to Customers at least 24 hours in advance where reasonably practicable.
"Force Majeure Event" means any event beyond AeroChat's reasonable control, including natural disasters, acts of government, cyberattacks, pandemics, or failure of third-party infrastructure.
"AI Response Credits" means additional AI-generated response capacity issued at AeroChat's sole and absolute discretion as a goodwill gesture, with no cash or monetary value.
For queries about this Policy, contact us at: support@aerochat.ai
2. Personal Data We Collect
2.1 Account and Registration Data
When you sign up for AeroChat, we collect information you provide directly, including your name, email address, company name, phone number, and billing details. This information is necessary to create and manage your account and process your subscription.
2.2 Usage and Platform Data
We collect data about how you interact with the Service, including pages visited, features used, session duration, log data, IP address, browser type, device type, and referral source. This helps us maintain, improve, and personalise the Service.
2.3 Payment Data
Payment transactions are processed by our third-party payment processor (Stripe). AeroChat does not store full credit card numbers. We retain transaction records including amounts, dates, and payment method summaries for billing and compliance purposes.
2.4 Communication Data
If you contact our support team, we collect the content of your communications, including emails, chat messages, and any attachments, in order to respond to and resolve your enquiries.
2.5 Cookies and Tracking Technologies
Our website uses cookies and similar tracking technologies to remember your preferences, analyse site traffic, and support marketing activities. You can manage cookie preferences through your browser settings. Note that disabling certain cookies may affect the functionality of our website. We use Google Tag Manager, Google Analytics, Meta Pixel, and Ahrefs analytics on our website.
2.6 Merchant End-Customer Conversation Data
When your customers interact with an AeroChat-powered chatbot on your storefront or platform, conversation data (which may include personal data of your end-customers) is processed by AeroChat on your behalf as a data processor. You, as the merchant, are the data controller for that data and are responsible for ensuring appropriate notice is given to your end-customers and that a lawful basis for processing exists.
3. How We Use Personal Data
We use personal data collected for the following purposes:
Service Delivery: To provide, maintain, and operate the Service, including managing your account, processing payments, and delivering technical support.
Service Improvement: To analyse usage patterns, diagnose technical issues, and develop new features and improvements.
Communications: To send you account-related notices, product updates, and, where you have opted in, marketing communications. You may unsubscribe from marketing emails at any time using the link provided in those emails.
Security and Fraud Prevention: To detect, prevent, and respond to unauthorised access, fraud, or abuse of the Service.
Legal Compliance: To comply with applicable laws, regulations, court orders, and lawful requests from government authorities, and to enforce our Terms of Use.
Analytics and Marketing: To measure the effectiveness of our marketing efforts and improve our customer acquisition strategy, using the tracking tools described in Section 2.5.
4. Legal Basis for Processing
Where applicable law requires a lawful basis for processing personal data, we rely on the following:
Contractual necessity: Processing required to perform our contract with you, including account management and service delivery.
Legitimate interests: Processing for our legitimate business interests, including improving the Service, preventing fraud, and conducting marketing, where these interests are not overridden by your rights.
Legal obligation: Processing required to comply with applicable law.
Consent: Where you have given consent, such as for marketing communications or non-essential cookies.
5. Sharing Personal Data
We do not sell your personal data. We may share personal data in the following circumstances:
5.1 Service Providers
We share data with trusted third-party service providers who assist us in operating the Service, including cloud hosting providers, payment processors, analytics providers, email delivery services, and customer support tools. These providers are contractually required to protect your data and may only use it for the purposes of providing services to us.
Key third-party processors include: Stripe (payments), Google (analytics and tag management), Meta (marketing analytics), and cloud infrastructure providers. A current list of key sub-processors is available upon request.
5.2 Business Transfers
In the event of a merger, acquisition, asset sale, or restructuring, your personal data may be transferred to the acquiring or successor entity. We will notify you of any such change and, where required by law, seek your consent.
5.3 Legal Requirements
We may disclose personal data if required to do so by law, regulation, court order, or lawful request by a government authority, or where we believe disclosure is necessary to protect the rights, property, or safety of AeroChat, our Customers, or the public.
5.4 With Your Consent
We may share your data with third parties where you have given explicit consent to such sharing.
6. International Data Transfers
AeroChat is headquartered in Singapore and operates globally. Your personal data may be transferred to, stored, or processed in countries outside Singapore, including in countries where our cloud infrastructure providers and other sub-processors are located. Where such transfers occur, we take appropriate measures to ensure your data is protected to a standard comparable to Singapore's PDPA, including through contractual safeguards.
7. Data Retention
We retain personal data for as long as necessary to fulfil the purposes for which it was collected, including to provide the Service, comply with legal obligations, resolve disputes, and enforce our agreements.
Specifically:
Account data is retained for the duration of your subscription and for up to 12 months following termination, after which it is deleted or anonymised.
Conversation data processed on behalf of merchants is retained in accordance with your account settings and deleted upon account termination, subject to a 30-day export window.
Billing records are retained for 7 years to comply with applicable financial and tax regulations.
Support communications are retained for up to 3 years from the date of the last communication.
8. Data Security
We implement appropriate technical and organisational measures to protect personal data against unauthorised access, disclosure, alteration, or destruction. These include encryption of data in transit and at rest, access controls, and regular security reviews.
No method of transmission over the internet or electronic storage is completely secure. While we strive to protect your data, we cannot guarantee absolute security.
If we become aware of a data breach that is likely to result in risk to your rights and freedoms, we will notify you and, where required, the relevant authorities, in accordance with applicable law.
9. Your Rights
Subject to applicable law, you have the following rights in respect of your personal data:
Access: The right to request a copy of the personal data we hold about you.
Correction: The right to request correction of inaccurate or incomplete personal data.
Deletion: The right to request deletion of your personal data, subject to legal retention obligations.
Withdrawal of Consent: Where processing is based on consent, the right to withdraw consent at any time without affecting the lawfulness of prior processing.
Data Portability: The right to receive your personal data in a structured, commonly used format, where technically feasible.
Objection: The right to object to processing based on legitimate interests.
To exercise any of these rights, contact us at support@aerochat.ai. We will respond within 30 days. We may need to verify your identity before processing your request.
10. Cookies
Our website uses the following categories of cookies:
Strictly Necessary: Required for the website to function. These cannot be disabled.
Analytics: Help us understand how visitors use the website (e.g., Google Analytics). These are enabled by default but can be disabled through your browser settings.
Marketing: Used to track the effectiveness of our advertising (e.g., Meta Pixel, Google Ads). These can be managed through your browser or by opting out of the relevant advertising networks.
For more information on managing cookies, visit your browser's help documentation.
11. Children's Privacy
The Service is not directed at children under the age of 18. We do not knowingly collect personal data from children. If you believe we have inadvertently collected such data, please contact us at support@aerochat.ai and we will take steps to delete it promptly.
12. Updates to This Policy
We may update this Privacy Policy periodically to reflect changes in our practices, the Service, or applicable law. Where changes are material, we will notify you via email or in-app notification at least 14 days before the updated Policy takes effect. The current version will always be available at aerochat.ai/legal/privacy.
Your continued use of the Service after the effective date of any update constitutes acceptance of the revised Policy.
13. Contact Us
For any questions, concerns, or requests relating to this Privacy Policy or your personal data, please contact:
AeroChat Support
Email: support@aerochat.ai
Website: aerochat.ai
We aim to respond to all privacy-related enquiries within 30 days.
© 2026 AeroChat. All rights reserved.
Plan
Plan
Uptime Target
Uptime Target
Support Channel
Support Channel
Free
Free
No commitment (as available)
No commitment (as available)
Help documentation only
Help documentation only
Basic
Basic
99.5% per calendar month
99.5% per calendar month
Email support
Email support
Growth
Growth
99.5% per calendar month
99.5% per calendar month
Email support
Email support
Advanced
Advanced
99.5% per calendar month
99.5% per calendar month
Priority email support
Priority email support
3.2 Uptime Calculation
Monthly Uptime Percentage = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
Excluded Downtime is not counted as Downtime for this calculation. AeroChat's monitoring systems are the authoritative source for uptime measurements.
3.3 Scheduled Maintenance
AeroChat will endeavour to provide at least 24 hours advance notice of Scheduled Maintenance via the AeroChat status page and/or email. Maintenance windows will typically be conducted during off-peak hours. Scheduled Maintenance does not count toward Downtime.
4. Third-Party Dependencies
The Service relies on third-party infrastructure and services, including AI model providers, cloud hosting providers, and e-commerce platform APIs (e.g., Shopify). AeroChat is not liable for any degradation or unavailability resulting from:
Outages or service changes by AI model providers;
Shopify or other platform API limitations, changes, or outages;
Cloud infrastructure provider issues;
Internet service provider disruptions;
Any other third-party service failure.
Customers acknowledge that AI-generated responses are probabilistic in nature and may not always be accurate, complete, or appropriate. AeroChat makes no warranty regarding the accuracy or fitness for purpose of AI-generated content.
5. Customer Responsibilities
As a self-service platform, the Customer is solely responsible for:
Correctly installing, configuring, and maintaining the Service on their storefront;
Providing accurate, lawful, and up-to-date training data and knowledge base content;
Using the Service in compliance with AeroChat's Acceptable Use Policy at aerochat.ai/legal/aup;
Managing operator accounts and access permissions;
Promptly notifying AeroChat of any suspected service issues via the designated support channel;
Maintaining appropriate technical requirements (compatible browser, internet connection, supported platform version).
AeroChat accepts no liability for issues arising from Customer misconfiguration, inaccurate training data, or non-compliance with integration requirements.
6. Support
6.1 Support Channels
Support is provided exclusively through the channels designated for each plan as listed in Section 3. AeroChat does not offer real-time phone or live chat support on standard plans. Enterprise customers receive support terms under their separate agreement.
6.2 Support Response Times
1. Definitions
For the purposes of this Agreement:
"AeroChat" means AeroChat and its affiliates, successors, and assigns.
"Customer" or "Merchant" means the individual or entity subscribed to AeroChat's services.
"Service" means the AeroChat AI-powered customer communication platform, including the admin dashboard, chat widget, and associated APIs, as made available under the applicable subscription plan.
"Subscription Plan" means the plan tier (Free, Basic, Growth, or Advanced) selected by the Customer.
"Uptime" means the percentage of time in a calendar month during which the core Service is available and functional, excluding Excluded Downtime.
"Downtime" means any period during which the Service is unavailable due to causes within AeroChat's reasonable control.
"Excluded Downtime" means any unavailability caused by: (a) Scheduled Maintenance; (b) Force Majeure Events; (c) failures of third-party platforms or infrastructure, including Shopify, AI model providers, or cloud hosting providers; (d) Customer misconfiguration or misuse; (e) Customer's internet connectivity or device issues; or (f) actions taken by the Customer or its end-users.
"Scheduled Maintenance" means planned maintenance windows communicated to Customers at least 24 hours in advance where reasonably practicable.
"Force Majeure Event" means any event beyond AeroChat's reasonable control, including natural disasters, acts of government, cyberattacks, pandemics, or failure of third-party infrastructure.
"AI Response Credits" means additional AI-generated response capacity issued at AeroChat's sole and absolute discretion as a goodwill gesture, with no cash or monetary value.
For queries about this Policy, contact us at: support@aerochat.ai
2. Personal Data We Collect
2.1 Account and Registration Data
When you sign up for AeroChat, we collect information you provide directly, including your name, email address, company name, phone number, and billing details. This information is necessary to create and manage your account and process your subscription.
2.2 Usage and Platform Data
We collect data about how you interact with the Service, including pages visited, features used, session duration, log data, IP address, browser type, device type, and referral source. This helps us maintain, improve, and personalise the Service.
2.3 Payment Data
Payment transactions are processed by our third-party payment processor (Stripe). AeroChat does not store full credit card numbers. We retain transaction records including amounts, dates, and payment method summaries for billing and compliance purposes.
2.4 Communication Data
If you contact our support team, we collect the content of your communications, including emails, chat messages, and any attachments, in order to respond to and resolve your enquiries.
2.5 Cookies and Tracking Technologies
Our website uses cookies and similar tracking technologies to remember your preferences, analyse site traffic, and support marketing activities. You can manage cookie preferences through your browser settings. Note that disabling certain cookies may affect the functionality of our website. We use Google Tag Manager, Google Analytics, Meta Pixel, and Ahrefs analytics on our website.
2.6 Merchant End-Customer Conversation Data
When your customers interact with an AeroChat-powered chatbot on your storefront or platform, conversation data (which may include personal data of your end-customers) is processed by AeroChat on your behalf as a data processor. You, as the merchant, are the data controller for that data and are responsible for ensuring appropriate notice is given to your end-customers and that a lawful basis for processing exists.
3. How We Use Personal Data
We use personal data collected for the following purposes:
Service Delivery: To provide, maintain, and operate the Service, including managing your account, processing payments, and delivering technical support.
Service Improvement: To analyse usage patterns, diagnose technical issues, and develop new features and improvements.
Communications: To send you account-related notices, product updates, and, where you have opted in, marketing communications. You may unsubscribe from marketing emails at any time using the link provided in those emails.
Security and Fraud Prevention: To detect, prevent, and respond to unauthorised access, fraud, or abuse of the Service.
Legal Compliance: To comply with applicable laws, regulations, court orders, and lawful requests from government authorities, and to enforce our Terms of Use.
Analytics and Marketing: To measure the effectiveness of our marketing efforts and improve our customer acquisition strategy, using the tracking tools described in Section 2.5.
4. Legal Basis for Processing
Where applicable law requires a lawful basis for processing personal data, we rely on the following:
Contractual necessity: Processing required to perform our contract with you, including account management and service delivery.
Legitimate interests: Processing for our legitimate business interests, including improving the Service, preventing fraud, and conducting marketing, where these interests are not overridden by your rights.
Legal obligation: Processing required to comply with applicable law.
Consent: Where you have given consent, such as for marketing communications or non-essential cookies.
5. Sharing Personal Data
We do not sell your personal data. We may share personal data in the following circumstances:
5.1 Service Providers
We share data with trusted third-party service providers who assist us in operating the Service, including cloud hosting providers, payment processors, analytics providers, email delivery services, and customer support tools. These providers are contractually required to protect your data and may only use it for the purposes of providing services to us.
Key third-party processors include: Stripe (payments), Google (analytics and tag management), Meta (marketing analytics), and cloud infrastructure providers. A current list of key sub-processors is available upon request.
5.2 Business Transfers
In the event of a merger, acquisition, asset sale, or restructuring, your personal data may be transferred to the acquiring or successor entity. We will notify you of any such change and, where required by law, seek your consent.
5.3 Legal Requirements
We may disclose personal data if required to do so by law, regulation, court order, or lawful request by a government authority, or where we believe disclosure is necessary to protect the rights, property, or safety of AeroChat, our Customers, or the public.
5.4 With Your Consent
We may share your data with third parties where you have given explicit consent to such sharing.
6. International Data Transfers
AeroChat is headquartered in Singapore and operates globally. Your personal data may be transferred to, stored, or processed in countries outside Singapore, including in countries where our cloud infrastructure providers and other sub-processors are located. Where such transfers occur, we take appropriate measures to ensure your data is protected to a standard comparable to Singapore's PDPA, including through contractual safeguards.
7. Data Retention
We retain personal data for as long as necessary to fulfil the purposes for which it was collected, including to provide the Service, comply with legal obligations, resolve disputes, and enforce our agreements.
Specifically:
Account data is retained for the duration of your subscription and for up to 12 months following termination, after which it is deleted or anonymised.
Conversation data processed on behalf of merchants is retained in accordance with your account settings and deleted upon account termination, subject to a 30-day export window.
Billing records are retained for 7 years to comply with applicable financial and tax regulations.
Support communications are retained for up to 3 years from the date of the last communication.
8. Data Security
We implement appropriate technical and organisational measures to protect personal data against unauthorised access, disclosure, alteration, or destruction. These include encryption of data in transit and at rest, access controls, and regular security reviews.
No method of transmission over the internet or electronic storage is completely secure. While we strive to protect your data, we cannot guarantee absolute security.
If we become aware of a data breach that is likely to result in risk to your rights and freedoms, we will notify you and, where required, the relevant authorities, in accordance with applicable law.
9. Your Rights
Subject to applicable law, you have the following rights in respect of your personal data:
Access: The right to request a copy of the personal data we hold about you.
Correction: The right to request correction of inaccurate or incomplete personal data.
Deletion: The right to request deletion of your personal data, subject to legal retention obligations.
Withdrawal of Consent: Where processing is based on consent, the right to withdraw consent at any time without affecting the lawfulness of prior processing.
Data Portability: The right to receive your personal data in a structured, commonly used format, where technically feasible.
Objection: The right to object to processing based on legitimate interests.
To exercise any of these rights, contact us at support@aerochat.ai. We will respond within 30 days. We may need to verify your identity before processing your request.
10. Cookies
Our website uses the following categories of cookies:
Strictly Necessary: Required for the website to function. These cannot be disabled.
Analytics: Help us understand how visitors use the website (e.g., Google Analytics). These are enabled by default but can be disabled through your browser settings.
Marketing: Used to track the effectiveness of our advertising (e.g., Meta Pixel, Google Ads). These can be managed through your browser or by opting out of the relevant advertising networks.
For more information on managing cookies, visit your browser's help documentation.
11. Children's Privacy
The Service is not directed at children under the age of 18. We do not knowingly collect personal data from children. If you believe we have inadvertently collected such data, please contact us at support@aerochat.ai and we will take steps to delete it promptly.
12. Updates to This Policy
We may update this Privacy Policy periodically to reflect changes in our practices, the Service, or applicable law. Where changes are material, we will notify you via email or in-app notification at least 14 days before the updated Policy takes effect. The current version will always be available at aerochat.ai/legal/privacy.
Your continued use of the Service after the effective date of any update constitutes acceptance of the revised Policy.
13. Contact Us
For any questions, concerns, or requests relating to this Privacy Policy or your personal data, please contact:
AeroChat Support
Email: support@aerochat.ai
Website: aerochat.ai
We aim to respond to all privacy-related enquiries within 30 days.
© 2026 AeroChat. All rights reserved.
Plan
Plan
First Response Target
First Response Target
Hours of Coverage
Hours of Coverage
Queue
Queue
Free
Free
Best efforts
Best efforts
N/A
N/A
None
None
Basic
Basic
3 business days
3 business days
Mon–Fri (SGT)
Mon–Fri (SGT)
Standard
Standard
Growth
Growth
2 business days
2 business days
Mon–Fri (SGT)
Mon–Fri (SGT)
Standard
Standard
Advanced
Advanced
1 business day
1 business day
Mon–Fri (SGT)
Mon–Fri (SGT)
Priority
Priority
Response time targets are not guarantees. They apply during AeroChat business hours (Monday to Friday, Singapore Time, excluding Singapore public holidays). AeroChat will use commercially reasonable efforts to meet these targets but cannot guarantee resolution times.
7. Goodwill Remedy — AI Response Credits
AeroChat does not offer cash refunds, billing credits, prorated fee adjustments, or any other monetary compensation for service disruptions, downtime, or failure to meet the Uptime target under any circumstances.
At AeroChat's sole and absolute discretion, and as a goodwill gesture only, AeroChat may issue AI Response Credits to affected Customer accounts in the event of a verified service disruption. Such credits, if issued:
Have no cash or monetary value and cannot be redeemed for money;
Are non-transferable and expire upon account cancellation or termination;
Do not constitute an admission of liability or breach of this Agreement;
Are issued entirely at AeroChat's discretion and create no enforceable entitlement for the Customer.
AI Response Credits are the Customer's sole and exclusive remedy for any service disruption or failure to meet any service level described in this Agreement. By accepting this Agreement, the Customer expressly waives any right to seek any other remedy, compensation, or damages in connection with service availability.
8. Warranty Disclaimer
THE SERVICE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AEROCHAT EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. AEROCHAT DOES NOT WARRANT THAT THE SERVICE WILL MEET CUSTOMER'S REQUIREMENTS, WILL BE FREE FROM ERRORS OR INTERRUPTIONS, OR THAT AI-GENERATED RESPONSES WILL BE ACCURATE OR APPROPRIATE FOR ANY PURPOSE.
9. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:
AEROCHAT SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, LOST REVENUE, LOSS OF DATA, OR LOSS OF BUSINESS, ARISING OUT OF OR IN CONNECTION WITH THE SERVICE;
AEROCHAT'S TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING UNDER OR IN CONNECTION WITH THIS AGREEMENT SHALL NOT EXCEED THE TOTAL FEES PAID BY CUSTOMER IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE CLAIM;
AEROCHAT ACCEPTS NO LIABILITY FOR LOSSES ARISING FROM CUSTOMER MISCONFIGURATION, INACCURATE TRAINING DATA, OR THIRD-PARTY PLATFORM FAILURES.
Nothing in this Agreement excludes liability that cannot be excluded under applicable Singapore law.
10. Exclusions
This SLA does not apply to:
Free plan Customers;
Issues caused by the Customer's failure to follow AeroChat's documentation or integration guidelines;
Beta, preview, or experimental features;
Outages caused by third-party AI model providers or cloud infrastructure;
Scheduled Maintenance or emergency maintenance;
Service degradation from usage exceeding plan limits;
Force Majeure Events;
Any account suspended for breach of AeroChat's Terms of Use or Acceptable Use Policy.
11. Modifications
AeroChat reserves the right to modify this SLA at any time. Customers will be notified of material changes at least 30 days prior to the effective date via email or in-app notification. Continued use of the Service after the effective date constitutes acceptance. This SLA should be read alongside AeroChat's Terms of Use. In the event of conflict, the Terms of Use shall prevail.
12. Governing Law
This SLA is governed by and construed in accordance with the laws of the Republic of Singapore. Any dispute arising in connection with this SLA shall be subject to the exclusive jurisdiction of the courts of Singapore.
For questions about this SLA, contact support@aerochat.ai | Enterprise SLA enquiries: support@aerochat.ai
© 2026 AeroChat. All rights reserved.
1. Definitions
For the purposes of this Agreement:
"AeroChat" means AeroChat and its affiliates, successors, and assigns.
"Customer" or "Merchant" means the individual or entity subscribed to AeroChat's services.
"Service" means the AeroChat AI-powered customer communication platform, including the admin dashboard, chat widget, and associated APIs, as made available under the applicable subscription plan.
"Subscription Plan" means the plan tier (Free, Basic, Growth, or Advanced) selected by the Customer.
"Uptime" means the percentage of time in a calendar month during which the core Service is available and functional, excluding Excluded Downtime.
"Downtime" means any period during which the Service is unavailable due to causes within AeroChat's reasonable control.
"Excluded Downtime" means any unavailability caused by: (a) Scheduled Maintenance; (b) Force Majeure Events; (c) failures of third-party platforms or infrastructure, including Shopify, AI model providers, or cloud hosting providers; (d) Customer misconfiguration or misuse; (e) Customer's internet connectivity or device issues; or (f) actions taken by the Customer or its end-users.
"Scheduled Maintenance" means planned maintenance windows communicated to Customers at least 24 hours in advance where reasonably practicable.
"Force Majeure Event" means any event beyond AeroChat's reasonable control, including natural disasters, acts of government, cyberattacks, pandemics, or failure of third-party infrastructure.
"AI Response Credits" means additional AI-generated response capacity issued at AeroChat's sole and absolute discretion as a goodwill gesture, with no cash or monetary value.
For queries about this Policy, contact us at: support@aerochat.ai
2. Personal Data We Collect
2.1 Account and Registration Data
When you sign up for AeroChat, we collect information you provide directly, including your name, email address, company name, phone number, and billing details. This information is necessary to create and manage your account and process your subscription.
2.2 Usage and Platform Data
We collect data about how you interact with the Service, including pages visited, features used, session duration, log data, IP address, browser type, device type, and referral source. This helps us maintain, improve, and personalise the Service.
2.3 Payment Data
Payment transactions are processed by our third-party payment processor (Stripe). AeroChat does not store full credit card numbers. We retain transaction records including amounts, dates, and payment method summaries for billing and compliance purposes.
2.4 Communication Data
If you contact our support team, we collect the content of your communications, including emails, chat messages, and any attachments, in order to respond to and resolve your enquiries.
2.5 Cookies and Tracking Technologies
Our website uses cookies and similar tracking technologies to remember your preferences, analyse site traffic, and support marketing activities. You can manage cookie preferences through your browser settings. Note that disabling certain cookies may affect the functionality of our website. We use Google Tag Manager, Google Analytics, Meta Pixel, and Ahrefs analytics on our website.
2.6 Merchant End-Customer Conversation Data
When your customers interact with an AeroChat-powered chatbot on your storefront or platform, conversation data (which may include personal data of your end-customers) is processed by AeroChat on your behalf as a data processor. You, as the merchant, are the data controller for that data and are responsible for ensuring appropriate notice is given to your end-customers and that a lawful basis for processing exists.
3. How We Use Personal Data
We use personal data collected for the following purposes:
Service Delivery: To provide, maintain, and operate the Service, including managing your account, processing payments, and delivering technical support.
Service Improvement: To analyse usage patterns, diagnose technical issues, and develop new features and improvements.
Communications: To send you account-related notices, product updates, and, where you have opted in, marketing communications. You may unsubscribe from marketing emails at any time using the link provided in those emails.
Security and Fraud Prevention: To detect, prevent, and respond to unauthorised access, fraud, or abuse of the Service.
Legal Compliance: To comply with applicable laws, regulations, court orders, and lawful requests from government authorities, and to enforce our Terms of Use.
Analytics and Marketing: To measure the effectiveness of our marketing efforts and improve our customer acquisition strategy, using the tracking tools described in Section 2.5.
4. Legal Basis for Processing
Where applicable law requires a lawful basis for processing personal data, we rely on the following:
Contractual necessity: Processing required to perform our contract with you, including account management and service delivery.
Legitimate interests: Processing for our legitimate business interests, including improving the Service, preventing fraud, and conducting marketing, where these interests are not overridden by your rights.
Legal obligation: Processing required to comply with applicable law.
Consent: Where you have given consent, such as for marketing communications or non-essential cookies.
5. Sharing Personal Data
We do not sell your personal data. We may share personal data in the following circumstances:
5.1 Service Providers
We share data with trusted third-party service providers who assist us in operating the Service, including cloud hosting providers, payment processors, analytics providers, email delivery services, and customer support tools. These providers are contractually required to protect your data and may only use it for the purposes of providing services to us.
Key third-party processors include: Stripe (payments), Google (analytics and tag management), Meta (marketing analytics), and cloud infrastructure providers. A current list of key sub-processors is available upon request.
5.2 Business Transfers
In the event of a merger, acquisition, asset sale, or restructuring, your personal data may be transferred to the acquiring or successor entity. We will notify you of any such change and, where required by law, seek your consent.
5.3 Legal Requirements
We may disclose personal data if required to do so by law, regulation, court order, or lawful request by a government authority, or where we believe disclosure is necessary to protect the rights, property, or safety of AeroChat, our Customers, or the public.
5.4 With Your Consent
We may share your data with third parties where you have given explicit consent to such sharing.
6. International Data Transfers
AeroChat is headquartered in Singapore and operates globally. Your personal data may be transferred to, stored, or processed in countries outside Singapore, including in countries where our cloud infrastructure providers and other sub-processors are located. Where such transfers occur, we take appropriate measures to ensure your data is protected to a standard comparable to Singapore's PDPA, including through contractual safeguards.
7. Data Retention
We retain personal data for as long as necessary to fulfil the purposes for which it was collected, including to provide the Service, comply with legal obligations, resolve disputes, and enforce our agreements.
Specifically:
Account data is retained for the duration of your subscription and for up to 12 months following termination, after which it is deleted or anonymised.
Conversation data processed on behalf of merchants is retained in accordance with your account settings and deleted upon account termination, subject to a 30-day export window.
Billing records are retained for 7 years to comply with applicable financial and tax regulations.
Support communications are retained for up to 3 years from the date of the last communication.
8. Data Security
We implement appropriate technical and organisational measures to protect personal data against unauthorised access, disclosure, alteration, or destruction. These include encryption of data in transit and at rest, access controls, and regular security reviews.
No method of transmission over the internet or electronic storage is completely secure. While we strive to protect your data, we cannot guarantee absolute security.
If we become aware of a data breach that is likely to result in risk to your rights and freedoms, we will notify you and, where required, the relevant authorities, in accordance with applicable law.
9. Your Rights
Subject to applicable law, you have the following rights in respect of your personal data:
Access: The right to request a copy of the personal data we hold about you.
Correction: The right to request correction of inaccurate or incomplete personal data.
Deletion: The right to request deletion of your personal data, subject to legal retention obligations.
Withdrawal of Consent: Where processing is based on consent, the right to withdraw consent at any time without affecting the lawfulness of prior processing.
Data Portability: The right to receive your personal data in a structured, commonly used format, where technically feasible.
Objection: The right to object to processing based on legitimate interests.
To exercise any of these rights, contact us at support@aerochat.ai. We will respond within 30 days. We may need to verify your identity before processing your request.
10. Cookies
Our website uses the following categories of cookies:
Strictly Necessary: Required for the website to function. These cannot be disabled.
Analytics: Help us understand how visitors use the website (e.g., Google Analytics). These are enabled by default but can be disabled through your browser settings.
Marketing: Used to track the effectiveness of our advertising (e.g., Meta Pixel, Google Ads). These can be managed through your browser or by opting out of the relevant advertising networks.
For more information on managing cookies, visit your browser's help documentation.
11. Children's Privacy
The Service is not directed at children under the age of 18. We do not knowingly collect personal data from children. If you believe we have inadvertently collected such data, please contact us at support@aerochat.ai and we will take steps to delete it promptly.
12. Updates to This Policy
We may update this Privacy Policy periodically to reflect changes in our practices, the Service, or applicable law. Where changes are material, we will notify you via email or in-app notification at least 14 days before the updated Policy takes effect. The current version will always be available at aerochat.ai/legal/privacy.
Your continued use of the Service after the effective date of any update constitutes acceptance of the revised Policy.
13. Contact Us
For any questions, concerns, or requests relating to this Privacy Policy or your personal data, please contact:
AeroChat Support
Email: support@aerochat.ai
Website: aerochat.ai
We aim to respond to all privacy-related enquiries within 30 days.
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