MyaGuide Support & Service Policy
Document: Support & Service Policy
Version: 1.1
Effective Date: 1 June 2026
Last Updated: 12 August 2026
1. Purpose and Scope
1.1. This Support & Service Policy describes the support channels, service expectations, and content-maintenance cadence applicable to the Service.
1.2. This Policy is incorporated into, and forms part of, the Terms of Service. Capitalized terms not defined here have the meaning given in the Terms of Service. This Policy does not constitute a service level agreement unless expressly agreed in a separate signed Order Form.
1.3. This Policy addresses four distinct concepts, which are independent of one another: (a) platform availability — the uptime and operational status of the underlying software, described in Section 4; (b) the quality and behavior of Mya's responses — governed by the AI Policy, not by this Policy or by any service level; (c) support — assistance provided by the Company's team in response to a request, described in Section 2 and Section 3; and (d) content refresh — the periodic cadence at which AI-formulated content is updated, described in Section 5. A limitation or issue in one of these areas does not, by itself, indicate a deficiency in another.
2. Support Channels
2.1. Customer support requests should be submitted to mya@myaguide.com or through the in-Platform support channel where available.
2.2. The Company will use reasonable efforts to acknowledge support requests within two (2) business days and to provide a substantive response or resolution path within a timeframe proportionate to the severity and complexity of the issue.
2.3. Support is provided in English, with additional languages supported on a reasonable-efforts basis depending on the Customer's plan and the Company's available resources at the relevant time.
3. Severity Classification
Severity | Description | Target initial response |
|---|---|---|
Critical | Service unavailable for all Customers, or a security incident affecting Personal Data | As soon as reasonably possible, and in any event within one (1) business day |
High | Major functionality unavailable for Customer (e.g., Mya not responding, Digital Guest Guide inaccessible) | Within one (1) business day |
Medium | Partial degradation of functionality not affecting core Service availability | Within two (2) business days |
Low | General questions, minor issues, feature requests | Within five (5) business days |
These targets describe the Company's reasonable-efforts operating practice and do not constitute a guaranteed service level unless separately agreed in writing.
4. Service Availability
4.1. The Company uses reasonable efforts to maintain high availability of the Platform but does not guarantee uninterrupted or error-free operation. Planned maintenance will, where reasonably practicable, be scheduled to minimize disruption and will be communicated in advance through the Platform or by email for maintenance expected to materially affect availability.
4.2. The Company is not responsible for unavailability or degraded performance of Trusted Live Sources, the Customer's own internet connectivity, or other third-party services outside the Company's reasonable control.
5. Monthly AI Content Refresh
5.1. The Company will refresh the AI-formulated content associated with each Property on a monthly basis, incorporating any updates Customer has made to the Approved Property Guide and re-querying Trusted Live Sources for relevant categories of local information, consistent with the AI Policy.
5.2. Customer may request an out-of-cycle refresh by updating the Approved Property Guide; certain updates are reflected in Mya's responses immediately, while broader re-indexing follows the monthly cadence described above unless otherwise indicated in the Platform.
6. Escalation
6.1. If Customer is not satisfied with the handling of a support request, Customer may request escalation by replying to the relevant support communication or by emailing mya@myaguide.com with "Escalation" in the subject line, for review by a senior member of the Company's team.
7. Changes and Maintenance Windows
7.1. The Company may perform scheduled maintenance that temporarily affects availability. Where reasonably practicable, scheduled maintenance expected to cause material disruption will be communicated to Customer at least forty-eight (48) hours in advance.
7.2. Emergency maintenance required to address a security risk or critical defect may be performed without advance notice; the Company will notify affected Customers as soon as reasonably practicable thereafter.
8. Relationship to Other Documents
This Policy should be read together with the Terms of Service (Section 3.3 and Section 3.4) and the AI Policy (Section 5).
9. Contact
Van Riemsdijk & Karman S.L. (trading as MyaGuide)
Established in Jávea/Xàbia, Spain · NIF/VAT: ESB21983580
Legal email: mya@myaguide.com