Service Level Agreement (SLA)
1. Service Availability
The Service will be available at least 99.5% of the time during a calendar month, excluding scheduled maintenance and force majeure events.
Scheduled maintenance will be communicated at least 48 hours in advance.
2. Latency and Performance
Average response time for Speech-to-Text (STT) and Text-to-Speech (TTS) processing will be under 500 ms under normal operating conditions.
If latency consistently exceeds these thresholds, the Client is entitled to a technical review and, if applicable, service credits.
3. Technical Support
Support is provided via email and/or chat during business hours (CET).
For advanced plans, 24/7 support may be available under a separate agreement.
Incident severity levels:
Critical (Service down): response within 2 hours.
High (Severe degradation): response within 8 hours.
Medium (Minor issue): response within 24 hours.
Low (General queries or improvements): response within 72 hours.
4. Service Credits
If monthly uptime falls below 99.5%, the Client is entitled to the following service credits:
99.0% – 99.5%: 15% of the monthly fee.
98.0% – 99.0%: 30% of the monthly fee.
Below 98.0%: 50% of the monthly fee.
Credits must be requested within 30 days of the affected month.
5. Limitations
This SLA does not apply to service interruptions caused by:
Client’s own internet connectivity issues.
Improper use of the Service contrary to documentation.
Failures caused by third-party integrations outside of Provider’s control.