What are your support hours and response time SLAs?

AssemblyAI provides technical support to Customer via telephone, live chat, and email on weekdays during the hours of 6:00 pm PT Sunday through 6:00 pm PT Friday, with the exclusion of federal holidays (“Support Hours”).

Customers may initiate a helpdesk ticket by emailing support@assemblyai.com, or the support widget on AssemblyAI’s website www.AssemblyAI.com. Some select customers may also have a Slack Connect channel which is configured and monitored by the Support Team. All message services may be accessed 24/7.

When reporting problems experienced with the Services, Customer shall provide AssemblyAI with the following information, as applicable, in the call or email:

Company name
Contact name and callback number
Problem description
Date and time problem was detected
Error messages

Ticket Severity and Response SLAs

AssemblyAI shall assign a trouble ticket to Customer, and shall use commercially reasonable efforts to resolve each trouble ticket according to the Severity Levels set forth below.

Severity Level	Definition	Initial Response	Rate of Work	Status Updates
HIGH	Service is unavailable or inoperable (including Downtime).	60 min	24 x 7 until a resolution is achieved	Hourly
MEDIUM	Service is available and usable, but certain non-critical functions not working properly.	4 hours	Work shall be performed during AssemblyAI’s normal business hours until a resolution is achieved	Weekly
LOW	Service is available and all functions are working as advertised. This category would include feature enhancement requests, or service questions requiring research by AssemblyAI.	24 hours	Work shall be performed during AssemblyAI’s normal business hours, based on nature, scope, and complexity of request.	Monthly