Question 1

What is customer service AI?

Accepted Answer

Customer service AI is software that answers customer enquiries, resolves routine requests, and escalates edge cases automatically — 24/7, with no shift schedules. AlwaysOn delivers it as an always-on AI support agent: self-healing workflows keep support and the systems behind it running round the clock, and humans are paged only when genuinely needed.

Question 2

How much does customer service AI cost in Malaysia?

Accepted Answer

Pricing is quoted per deployment in MYR and scales with enquiry volume and the channels you connect — there are no per-seat licences. Pilots on the Tera Grid are free: wire one always-on support workflow, measure response times and deflection for two weeks, then decide with real numbers.

Question 3

Customer service AI agent vs live chat team — which do we need?

Accepted Answer

Most Malaysian businesses need both. A customer service AI agent owns the 24/7 baseline — instant answers, routine requests, status updates at 3am — while your people take the complex, high-empathy cases. AlwaysOn escalates to a human within 90 seconds when a workflow needs judgment, so customers never sit in a dead queue.

Question 4

How fast does AlwaysOn detect and recover from an incident?

Accepted Answer

Median detection is sub-second. Auto-remediation typically resolves in 38 seconds; slow incidents that need human escalation get a page within 90 seconds. The 30-day fleet average for handled-without-paging is 87%.

Question 5

How does the Kill-Switch differ from a regular pause?

Accepted Answer

A pause halts new work; agents already in flight can complete or escalate. The Kill-Switch is a hard stop — every autonomous agent in your tenant is told to abort within 200ms, and all signed actions taken in the last N minutes are flagged for audit. It cannot be bypassed by an agent under attack.

Question 6

Adakah AlwaysOn perlu disambung dengan PagerDuty atau Datadog kami?

Accepted Answer

AlwaysOn boleh berjalan secara berdiri sendiri, tetapi kami menyokong integrasi dua hala dengan PagerDuty, Opsgenie, Datadog, dan Grafana. Kebanyakan pelanggan menyimpan alat sedia ada untuk kakitangan dan menggunakan AlwaysOn sebagai lapisan automasi di atas.

Question 7

What is your SLA, and what happens when you miss it?

Accepted Answer

99.99% on the autonomous control plane (Tera Grid). When we miss, we credit the equivalent of one month of contract per incident hour, capped at 100% of monthly fees. The public status page reports every minute of measured uptime.

Question 8

Do you support on-prem or air-gapped deployment?

Accepted Answer

Yes — the entire stack runs on a self-managed Kubernetes cluster with no outbound dependency on Tera Grid SaaS. Air-gapped customers receive monthly model and signature updates via signed tarball.

Question 9

How does AlwaysOn handle customer data privacy under PDPA?

Accepted Answer

All customer service and operations data stays in-region (KL or Singapore datacenter, your choice). Audit logs are encrypted at rest with customer-held keys. We never train shared models on customer-identifiable data — fleet-wide model improvements use only aggregated, anonymized signals.

Question 10

How is AlwaysOn different from a typical customer service AI bot?

Accepted Answer

A typical customer service AI bot only chats. AlwaysOn is an AI support agent that acts: it watches the systems behind your service desk, resolves the incidents that cause complaints, and signs every action into a replayable audit trail. It runs in KL and Singapore datacenters with full PDPA compliance — you connect it, not build it.

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