Service Level Agreement

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).

If monthly uptime falls below 99.9%, service credits are automatically applied:

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.

This SLA also does not apply to free plan accounts.

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.