Service Level Agreements
Clear commitments for turnaround times, accuracy, uptime, support, and remediation. Enterprise-grade service guarantees with institutional accountability.
Turnaround Time & Accuracy by Service Tier
Automated AI Captions
General lecture content, straightforward audio, budget-conscious departments
- Fastest turnaround time
- Lowest cost per minute
- Automatic speaker diarization
- Immediate availability
- Sound effect notation (limited)
AI with Human Review
High-stakes courses, technical content, professional delivery
- AI transcription with professional editing
- Manual speaker identification
- Comprehensive sound effect notation
- Technical terminology verification
- Quality assurance review
Professional Human Transcription
Legal content, medical terminology, accents, poor audio quality
- Fully human-generated transcripts
- Highest accuracy guarantee
- Complex audio environments
- Multiple overlapping speakers
- Verbatim or clean read options
Live Captioning: Automated AI
Internal meetings, informal lectures, events where speed is more important than perfection
- Real-time AI caption delivery with no scheduling
- Instant setup in under 5 minutes
- Multi-platform output (Zoom, YouTube)
- Post-event transcript available immediately
- Lowest cost per hour
Live Captioning: AI + Human Editing
Formal lectures, public meetings, events with accommodation requirements
- AI captioning with live human moderator corrections
- Moderator can be your staff or from our team
- 24-48 hour advance notice when using our team
- Multi-platform output (Zoom, YouTube, Kaltura, Panopto)
- Post-event edited transcript within 24 hours
Live Captioning: Professional CART
Commencements, board meetings, conferences, events requiring highest ADA compliance accuracy
- Dedicated professional human captioner
- Real-time caption creation and correction
- Automatic AI fallback if captioner is unavailable
- Multi-platform output (Zoom, YouTube, Kaltura, Panopto)
- Post-event high-accuracy transcript within 24 hours
Audio Descriptions
Videos with essential visual information for blind/low-vision users
- AI-generated scripts with human review
- Extended or standard timing options
- Natural-sounding AI voices or human narration
- Scriptwriter review for clarity
- Multiple voice options
Translation Services
Multi-language courses, international student populations
- Professional human translators
- Native speaker review
- 190+ languages supported
- Cultural adaptation included
- Single-file dual-language support
Rush Processing & Priority Service
Same-Day Rush Service
Need captions for a video that must be delivered today? Same-day rush service available for all caption and transcript tiers.
- 4-6 hour turnaround for captions up to 60 minutes
- Available 7 days a week (additional weekend fee applies)
- Rush fee: 50% surcharge on base pricing
- Advance notice appreciated but not required
Priority Processing Queue
Enterprise and institution-wide accounts receive priority processing by default at no additional cost.
- Jump to front of processing queue
- Guaranteed turnaround times even during peak periods
- Dedicated account manager for large batches
- Semester planning support to avoid last-minute rushes
Uptime & Reliability Guarantees
- Less than 9 hours of total downtime per year (scheduled maintenance)
- All content encrypted and backed up across multiple geographic regions
- Automated processing runs 24/7/365 (including holidays)
- Redundant infrastructure with automatic failover
- 99.99% durability guarantee for all stored files
Support Response Times
Email Support
Response within 4-8 business hours for general inquiries, technical questions, and platform issues.
Urgent Issues
Priority response for service outages, processing failures, or issues affecting multiple users.
Enterprise Support
Institution-wide accounts receive a dedicated account manager with direct contact for immediate assistance.
Quality Guarantees & Remediation
Our Quality Commitment
Accuracy Guarantee
If captions do not meet the stated accuracy threshold for the selected service tier, we will re-process at no charge with the next higher tier or issue a full refund.
Turnaround Guarantee
If we fail to deliver within the promised turnaround time, you receive a 25% credit toward your next order. Delays beyond 24 hours of SLA result in full refund.
Unlimited Revisions
For human-reviewed and professional transcription tiers, we offer unlimited revisions within 7 days if you identify errors or quality issues.
Escalation Process
If quality issues persist after remediation, escalate to our accessibility team for manual review and priority reprocessing with senior transcribers.
Remediation Process
- Report quality issue via platform or email support
- We review and acknowledge within 4 business hours
- Re-processing begins immediately (typically same day)
- Revised captions delivered within 24 hours
- If still unacceptable, escalate to senior team for priority handling
Custom SLAs for Enterprise Accounts
For institution-wide deployments, state consortiums, and multi-campus contracts, we can negotiate custom SLAs tailored to your specific operational requirements.
- Volume-based turnaround commitments
- Dedicated processing capacity reservation
- Campus-specific SLAs within consortium
- Academic calendar-aligned service levels
- Integration-specific uptime guarantees
- Quarterly business reviews with reporting
- SLA compliance dashboards and analytics
- Penalty clauses for missed commitments
- Credits and remediation procedures
- Annual service reviews and adjustments
Ready to make your videos accessible?
Your compliance deadline isn't moving. Your timeline can. Give your accessibility working groups the single point solution they need for all videos needing accessibility remediation.