What are your support hours and response time SLAs?
Support Hours and Channels
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 |