Service Level Agreement

This Service Level Agreement ("SLA") supplements the Terms of Service or other agreement (the "Agreement") between Customer and Speech Revolutions LLC ("Speech Revolutions"). Capitalized terms not defined here have meanings in the Agreement.

1. Platform Availability

Subject to Customer's compliance with the Agreement, Speech Revolutions will use commercially reasonable efforts to make the Platform API available for 99.9% of Scheduled Availability Time in each calendar month (the "Service Level Guarantee").

"Scheduled Availability Time" means 24 hours per day, 7 days per week, excluding downtime or performance issues resulting from: (i) scheduled maintenance with at least twenty-four (24) hours prior notice; (ii) maintenance during pre-defined maintenance windows; (iii) acts of Customer or Customer equipment; (iv) third-party connections, services, or utilities; or (v) circumstances outside Speech Revolutions' reasonable control, including Force Majeure Events.

This guarantee applies to the Standard tier API endpoints used to submit and retrieve batch transcription jobs. It does not apply to Economy tier job completion times (see Section 2).

2. Economy Tier Processing

Economy tier jobs are processed on idle compute capacity. Speech Revolutions will use commercially reasonable efforts to deliver Economy tier results within 24 hours of submission or provide an explicit failure notification with the reason. Economy tier delivery times are not covered by the 99.9% availability guarantee in Section 1 and are not eligible for Service Credits under Section 3.

3. Service Credits

If Speech Revolutions fails to meet the Service Level Guarantee in a calendar month, Customer may request a service credit of one percent (1%) of the monthly invoice for each full hour of qualifying downtime during that month, up to a maximum of ten percent (10%) of the monthly invoice for that month ("Service Credits").

Customer must request Service Credits in writing to support@speechrevolutions.com within ten (10) days after the end of the month in which the failure occurred. Requests must include dates and times of affected downtime and reasonable supporting detail.

Service Credits are Customer's sole remedy for failure to meet the Service Level Guarantee. Credits apply to future invoices only, are not refundable as cash, and may not be transferred. Speech Revolutions will apply approved credits to the next invoice after verification.

4. Support

Speech Revolutions provides support via email at support@speechrevolutions.com. Commercially reasonable efforts will be made to respond to priority incidents affecting Platform availability during business hours (U.S. Eastern Time, Monday–Friday, excluding U.S. federal holidays).

5. Status and Maintenance

Current operational status and scheduled maintenance notices are published by contacting support@speechrevolutions.com. Speech Revolutions may update this SLA from time to time with commercially reasonable notice of material changes.

6. Exclusions

The Service Level Guarantee does not apply to:

• pre-release, beta, or preview features;
• sandbox or non-production environments;
• downtime caused by Customer misuse or quota exhaustion;
• issues in Customer applications or integrations;
• audio processing latency or accuracy of transcription output; or
• features explicitly marked as best-effort in Documentation.

7. Relationship to Agreement

This SLA is part of the Agreement. In case of conflict, the Agreement controls except for service level commitments expressly stated in this SLA. Nothing in this SLA increases liability beyond limits in the Agreement.