Service Level Agreement
Last updated: May 13, 2026
This page summarizes LectureAid's public service commitments for higher-education customers. The full, contractually binding terms live in Section 5 of the Master Services Agreement (MSA) signed at procurement; this page is a faithful summary intended for institutional reviewers and IT teams.
Our service commitments
99.9% monthly uptime
Measured against the production LectureAid API. Excludes scheduled maintenance announced at least 48 hours in advance, force-majeure events, customer-caused outages, and third-party API outages outside our reasonable control.
24-48 hour processing turnaround
Standard lecture-processing turnaround for typical 60-minute lectures with slides. Larger or queued workloads may take longer; ETA is shown in the dashboard for every in-flight lecture.
1 business day / 4 hour support response
P1 (service unavailable) response in 1 hour and resolution target 4 hours. P2 in 4 hours, P3 in 1 business day, P4 in 2 business days. Standard support is 9 AM - 6 PM Pacific, Monday - Friday, excluding US federal holidays.
Service credits for SLA breaches
If our measured monthly uptime falls below the 99.9% commitment, customers are entitled to a service credit calculated as a percentage of that month's fee, per the table below. Credits are capped at 50% of the monthly fee and are the customer's sole and exclusive remedy for missing the uptime commitment.
| Monthly uptime | Service credit |
|---|---|
| 99.9% and above | 0% (commitment met) |
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee (capped) |
How to claim a credit
- Email support@lectureaid.com from your organization's billing or administrator contact.
- Include the affected month, the impacted endpoint or service, and any incident references (Slack messages, ticket numbers, or screenshots).
- Submit the request within 30 calendar days of the incident. Requests after 30 days are not eligible.
- Your LectureAid Customer Account Executive will confirm the credit and apply it as a line item on your next invoice.
What is excluded from downtime
- Scheduled maintenance communicated at least 48 hours in advance.
- Force-majeure events (natural disasters, government actions, labor disruptions).
- Customer-caused outages: misconfigured SSO, exceeded rate limits, account-level suspensions.
- Third-party API outages outside our reasonable control (Anthropic, OpenAI, Supabase, hosting provider).
- Internet connectivity issues external to our infrastructure.
Questions or a credit request
Reach our customer success team for any SLA-related question, credit claim, or maintenance-window inquiry. We typically respond within one business day.
Contact Customer Success