> ## Documentation Index
> Fetch the complete documentation index at: https://assemblyai.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# How do I contact support and what are your response time SLAs?

AssemblyAI provides technical support to Customers via live chat and email.

Customers can contact our team by emailing [support@assemblyai.com](mailto:support@assemblyai.com), using the chat widget on AssemblyAI's website [www.AssemblyAI.com](https://www.assemblyai.com/). Some select customers may also have a Slack Connect channel which is configured and monitored by the Support Team. All message services may be accessed 24/7.

When reporting problems experienced with the Services, Customer shall provide AssemblyAI with the following information, as applicable, in their message:

1. Company name
2. Contact name and the email address associated with the account
3. Problem description
4. Date and time problem was detected
5. Error messages
6. Any other relevant information like transcript ids or session ids

## Ticket Severity and Response SLAs

AssemblyAI shall assign a trouble ticket to Customer, and shall use commercially reasonable efforts to resolve each trouble ticket according to the Severity Levels set forth below.

| Severity Level | Definition | Initial Response | Rate of Work | Status Updates |
| - | - | - | - | - |
| HIGH | Service is unavailable or inoperable (including Downtime). | 60 min | 24 x 7 until a resolution is achieved | Hourly |
| MEDIUM | Service is available and usable, but certain non-critical functions not working properly. | 4 hours | Work shall be performed during AssemblyAI's normal business hours until a resolution is achieved | Weekly |
| LOW | Service is available and all functions are working as advertised. This category would include feature enhancement requests, or service questions requiring research by AssemblyAI. | 24 hours | Work shall be performed during AssemblyAI's normal business hours, based on nature, scope, and complexity of request. | Monthly |