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AssemblyAI SLA
99.9%
Uptime commitment
10%
Max service credit
10d
Claim window
Manual
Credit application
enterprise
Min plan for SLA
B
- Service credits on request Credits are available, but you must file a claim to receive them.
- Standard uptime commitment: 99.9% A common industry baseline.
- Very short claim window: 10 days Easy to miss; credit is forfeited if you file late.
- Credit cap: 10% The most you can recover for a bad month.
- SLA only on top-tier plans The uptime SLA applies only to enterprise customers.
Service credit policy
Calculation: incremental · Remedy: credit · Max 10%
How to claim
| Submission method | Email · assemblyai.com/contact ↗ |
|---|---|
| Deadline (submission) | 10 days · Request credits within 10 days after the affected month |
| Review timeline | 30 days |
| Credit applied | Applied to future invoice |
Required evidence: Account/Project ID, Affected service, Incident timestamps, Impact evidence.
Per-service SLAs (4)
Hyperscalers and most platforms commit to SLAs per service, not one blanket number. 4 tracked · 4/4 SLA-eligible.
| Service | Category | Uptime | SLA | Source |
|---|---|---|---|---|
| Universal Speech-to-Text Async transcription (Universal-3) | AI | – | eligible | SLA ↗ |
| Universal-Streaming Real-time STT | AI | – | eligible | SLA ↗ |
| Audio Intelligence Diarization, translation, PII redaction | AI | – | eligible | SLA ↗ |
| Voice Agent API LLM gateway + streaming | AI | – | eligible | SLA ↗ |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | No | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Beta / preview features
Notes
AssemblyAI is an AI & Machine Learning provider. See the SLA/terms at https://www.assemblyai.com/legal/service-level-agreement.
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