Service Level Agreement

This SLA applies to paid plans of the Newey AI service while your subscription is active and paid for. The free plan is provided as-is, without a service-level commitment — we still try to keep it running, but no credits attach to it.

“Unavailable” means what it sounds like: the Service does not respond, or responds with errors, such that you cannot sign in or start a captioning session. Degraded quality, slower-than-usual captions, or the failure of an individual feature while the Service as a whole is usable are not counted as unavailability.

• Availability is measured per calendar month as (total minutes − unavailable minutes) ÷ total minutes.
• Measurement is taken by an independent external monitor that checks the Service every 5 minutes from outside our infrastructure — not by our own servers. We use an external monitor deliberately: an outage that takes the Service down would take our own measurement down with it, and record no outage at all.
• Unavailability begins at the first failed check and ends at the first successful one, so the smallest interval we can record is 5 minutes.

The following do not count as unavailability:

• Planned maintenance announced at least 24 hours in advance, up to 4 hours per month. We try to schedule it outside business hours in the regions where most sessions run.
• Failures of an upstream provider we depend on — speech processing, hosting, or payments — where the failure is on their side. We will tell you when this is the case rather than call it our own outage or hide behind it, and we publish who those providers are in the Privacy Policy.
• Anything outside our reasonable control: network failures between you and us, denial-of-service attacks, natural disasters, or acts of government.
• Your own environment — your device, browser, microphone, extensions, or local network — and use of a browser or platform we do not list as supported.
• Suspension of your account for a breach of the Terms of Service, and non-payment.
• Features we have labelled beta, preview, or experimental, and the free plan.

“That month’s fee” means the fee attributable to the affected month. For a yearly subscription, that is one twelfth of the yearly price.

Credits are applied against a future payment. Because the seller of record issues your invoices (Section 2 of the Paid Service Terms), we arrange the credit with it on your behalf rather than adjusting the charge ourselves. Credits are not paid out in cash.

Email contact@newey.ai within 30 days of the end of the month you are claiming for, saying which month it is. You do not need to supply logs or evidence — we hold the measurement and will check it. If the commitment was missed, we apply the credit; if it was not, we will show you the figure we measured.

For an outage that lasts more than 30 minutes, we post what is happening and update it until it is resolved, and we email subscribers affected by outages lasting more than 2 hours. For a significant incident we publish a short account afterwards of what happened and what we changed. Security incidents follow their own notification path, described in the Privacy Policy.

Service credits are the only remedy this SLA provides for a missed availability commitment. That does not displace rights you have elsewhere: your statutory rights as a Consumer, your right to cancel, and the refund provisions in the Paid Service Terms all remain available, and nothing here limits liability that applicable law does not allow us to limit.

We may amend this SLA. A change that lowers the commitment or reduces credits is announced at least 30 days in advance with individual notice, and does not apply to a period you have already paid for. Improvements and clarifications take effect on publication.

Version history: announced on August 1, 2026 and effective on publication. First published together with the Paid Service Terms; applies to paid plans from August 3, 2026.