> ## Documentation Index
> Fetch the complete documentation index at: https://assemblyai.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# What are your support hours and response time SLAs?

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](mailto:support@assemblyai.com), or the support widget on AssemblyAI's website [www.AssemblyAI.com](https://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:

1. Company name
2. Contact name and callback number
3. Problem description
4. Date and time problem was detected
5. 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        |