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Service Level Agreement
What we commit to
These commitments apply to every paying customer, with no separate agreement needed. They are set at a level we can hold – not at a level that looks good.
Availability
- Commitment
- 99.9 % monthly for API and web interface
- Equivalent to
- at most about 43 minutes of downtime per calendar month
- Measured by
- our public status page, which probes every minute
- Not counted
- announced maintenance windows and outages demonstrably outside our infrastructure
Response times
Response time means: a person has read your report, assessed it and replies to you. It is not a commitment on when the problem will be fixed – that depends on its nature, and promising a deadline we cannot know would be worthless.
- Critical
- service unusable, no workaround – reply within 4 hours
- High
- major function impaired, workaround available – reply within one business day
- Normal
- everything else – reply within two business days
- Service hours
- Monday to Friday, 9:00–17:00 CET, excluding public holidays in Hamburg
Maintenance and incident reporting
- Planned maintenance is announced at least 48 hours ahead on the status page and scheduled outside service hours.
- Incidents are published automatically on the status page by our monitoring, without anyone having to act.
- You can report an incident at any time to support@deepscript.com. The response time starts on receipt within service hours.
What is not included
- On-call outside service hours. If you need it, we agree it separately.
- Automatic service credits if we fall short. We measure publicly and talk to you case by case; we deliberately have no blanket refund formula.
- Commitments on transcription accuracy. That depends on the material and cannot meaningfully be guaranteed.
- Commitments on the processing time of individual jobs. We are happy to share measured figures on request.
Questions?
Send us an email at datenschutz@deepscript.com – we reply within one business day.