AssemblyAI SLA credit guide

AssemblyAI Platform publishes its credit — it is simply not a band table, so there is no tier here for a measured uptime percentage to land in. It accrues with the length of the outage instead of stepping at an availability threshold. 99.9% monthly Service Level Guarantee — 1% of invoice per hour of downtime, cap 10%, 10-day post-month window. ACCRUAL, NOT A TIER TABLE: 1% of the monthly invoice for each non-prorated hour of downtime in the calendar month, capped at 10 credits = 10% of the invoice; credits are NON-REFUNDABLE and may only be applied against outstanding Fees — the Recurly/Census non-cash posture. THE COMMITMENT (§1): "AssemblyAI will use commercially reasonable efforts to make the Platform available to Customer for 99.9% of all Scheduled Availability Time in a given calendar month, calculated on a monthly basis (the 'Service Level Guarantee')." "Scheduled Availability Time" is 24 hours a day, 7 days a week, EXCLUDING: (i) scheduled maintenance on at least twenty-four (24) hours' prior notice; (ii) pre-defined maintenance windows; (iii) acts of Customer or Customer's equipment; (iv) third-party connections, services, or utilities; (v) any other circumstance or situation caused by forces not within AssemblyAI's control, including Force Majeure Events. THE WINDOW: Customer must expressly request Service Credits WITHIN TEN (10) DAYS FOLLOWING THE END OF THE CALENDAR MONTH in which the failure occurred — anchored to month-end, DEADLINE_BASIS.assemblyai = end_of_billing_month, the Buildkite/Confluent/Influxdata shape. Missing it forfeits the credit. ELIGIBILITY: Customer must be in compliance with ALL of its obligations under this SLA, the Agreement and the applicable Order Form; non-compliance disqualifies the claim. §2 ties the credit to a numerical miss — the Cloudflare Workers precedent — so the "commercially reasonable efforts" wrapper in §1 does NOT demote the figure to a target; the credit is denominated in cash % of the invoice but the Service Credit is AssemblyAI's SOLE AND EXCLUSIVE REMEDY for any failure to meet the Service Level Guarantee. SUPPORT (§3): tickets open via the support page at https://www.assemblyai.com/contact/support. CORROBORATION: the Terms of Service (effective July 1, 2026, https://www.assemblyai.com/legal/terms-of-service) §1.14 incorporates this SLA by name and URL; §2.2 says AssemblyAI "shall use commercially reasonable efforts to provide the support services set forth in the SLA"; §2.1 provides that "Unless a separate Order Form is mutually executed by the Parties in writing, the Order Form set forth in Exhibit A attached hereto shall apply as a default" — so the SLA applies broadly to every customer, not just negotiated enterprise ones (no order-form gate, no plan gate). Source: https://www.assemblyai.com/legal/service-level-agreement (effective and last-modified April 13, 2026), read first-hand this cycle.