Service Level Agreement
Last updated: 1 July 2025
Uptime Commitment
Relaya commits to 99.9% monthly uptime for the core platform (transcription, note generation, and data access). This excludes scheduled maintenance windows, which are communicated at least 48 hours in advance and occur during off-peak hours (Sunday 02:00 to 06:00 IST).
Performance Standards
| Metric | Target |
|---|---|
| Transcription processing (15-min consultation) | 60 seconds or less |
| SOAP note generation | 30 seconds after transcription |
| API response time (p95) | 500ms or less |
| Dashboard load time | 3 seconds on standard broadband |
| Audio upload latency | 2 seconds or less (real-time streaming) |
Service Credits
If monthly uptime falls below 99.9%, service credits are automatically applied:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% to 99.9% | 10% of monthly fee |
| 95.0% to 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Support Response Times
| Severity | Response | Resolution Target |
|---|---|---|
| Critical (service down) | 30 minutes | 4 hours |
| High (feature degraded) | 2 hours | 24 hours |
| Medium (non-urgent) | 8 hours | 72 hours |
| Low (general enquiry) | 24 hours | Best effort |
Exclusions
This SLA does not apply to: scheduled maintenance, force majeure events, issues caused by customer infrastructure, beta or preview features, or free trial accounts. Enterprise customers may negotiate custom SLA terms.
Claiming Credits
To claim service credits, submit a request to support@relaya.one within 30 days of the incident. Include dates, times, and description of the service disruption. Credits are applied to the next billing cycle and do not exceed 50% of the monthly fee.
SLA questions? Contact support@relaya.one