verba Service Level Agreement · v0.1

Service Level Agreement

For the verbii transcription API, between SoundsGoodAI ("we") and the Customer. Applies to paid production use; pilots/free-tier usage is best-effort.

🚀 This SLA grows with you. The commitments below are our starting terms, set conservatively and honestly for an early-stage service — we'd rather under-promise and keep them than headline numbers we can't hold. We're committed to strengthening them as we grow together: after 3–6 months of continuous usage (or at an agreed volume), we'll revisit this SLA with a clear path to higher uptime (99.9%), faster response targets, and 24/7 support. As your volume justifies the investment, we make it.

1. Uptime commitment

We target 99.5% monthly availability of the API (≈ 3.6 hours of allowed downtime per month).

"Available" means the API accepts job submissions and returns results. Because transcription is batch with a durable queue, brief interruptions do not lose work — submitted jobs are queued and processed when service resumes.
"Downtime" means a sustained period (> 5 minutes) during which the API is unreachable or cannot accept/return jobs, as measured by our monitoring.
Scale-from-zero cold-start latency (the first job after idle) is expected behavior, not downtime.

2. Support response

Report issues to founders@soundsgood.ai. We commit to respond (acknowledge and begin work) within the targets below, during business hours ([09:00–18:00 [timezone], Mon–Fri, excl. public holidays]). Outside business hours we respond on a best-effort basis — until 24/7 coverage is in place (see the growth note above).

Severity	Definition	Response target
Critical	Service down — no jobs being accepted or processed	within 4 business hours
Major	Degraded — elevated errors or significantly delayed processing	within 1 business day
Minor	Questions, non-blocking issues, feature requests	within 2 business days

Response targets are time-to-respond, not time-to-resolve; we work issues to resolution as quickly as practicable.

3. Service credits

If monthly availability falls below the target, the Customer may request a credit against future fees:

Monthly availability	Credit (of that month's fees)
99.0% – < 99.5%	10%
95.0% – < 99.0%	25%
< 95.0%	50%

Credits are the Customer's sole and exclusive remedy for missed availability. To claim, email us within 30 days of the affected month; approved credits apply to future invoices.

4. Exclusions

The commitments above do not apply to unavailability caused by: scheduled maintenance (we give ≥ 48 hours' notice and target low-traffic windows); the Customer's own systems, audio sources, or misuse; factors outside our reasonable control, including failures of the underlying cloud region or provider, network/DNS, and force majeure.

5. Status & transparency

Live service status is published on our status page, and per-job status, clear error codes, and optional webhooks let you see exactly what's happening with your jobs in real time — without waiting on support.

6. Term & changes

This SLA applies for the term of the Agreement. We may update it (e.g., to strengthen commitments per the growth note); material reductions will not apply to an active paid term without notice. Governed by the law/jurisdiction in the Agreement [or specify].

SoundsGoodAI · operator of verbii · founders@soundsgood.ai · verbii home · DPA