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Updated on:
May 1, 2025

Service Level Agreement

MediaScribe Service Level Agreement (SLA)

Every MediaScribe system includes premium-level support by default: no tiers, no guesswork. Whether you’re onboarding, troubleshooting, or preparing for a live meeting or event, our team is here when you need us most.

What MediaScribe Support Includes

All MediaScribe customers receive:

  • Software Troubleshooting & Configuration Support
    We support everything inside the MediaScribe system: software errors, captioning issues, configuration help, and user interface troubleshooting.
    (Note: We do not provide support for upstream or downstream external hardware such as encoders, mixers, or third-party streaming platforms.)
  • Onboarding & Training
    Get up and running quickly. We provide hands-on onboarding plus annual training to keep your team confident and capable.
  • Self-Service Knowledge Base
    Access step-by-step guides, video walkthroughs, and answers to common questions anytime.
  • Software Updates
    You’ll always have access to the latest MediaScribe features and improvements. Software updates are included at no additional cost and can be installed remotely with our assistance or via guided self-service.
  • Leased Equipment
    If your leased unit requires repair, we will provide a comparable unit. MediaScribe will cover the shipping costs.

Support Hours & Response Times

We recognize that MediaScribe is most active outside traditional business hours. That's why we’ve adjusted our support to match your reality:

Standard Support Availability:

  • Weekdays: 8:00 AM – 12:00 AM CST

High-Priority Window (6:00 PM – 10:00 PM CST):

  • Issues during this window are treated as top priority, especially if affecting a live meeting or event

Response Time

We understand that MediaScribe is often used during time-sensitive public meetings, which is why we’ve built rapid response into our support model.

  • Guaranteed Response Time: Within 2 hours
  • Typical Response Time: Much faster. Most support tickets receive a response well under the 2-hour window

If your issue arises during a live meeting or event, please indicate that in your support request so we can escalate it immediately.

Hardware End-of-Life

For Buy-out options only, the MediaScribe hardware is supported for 5 years from the date of purchase, or during the term of the subscription. After 5 years, units are considered end-of-life and are not eligible for support coverage.

What’s Not Included

  • Support for external A/V or network equipment not manufactured or managed by us.
  • Caption accuracy errors caused by poor audio quality, unsupported languages, or improper configuration.
  • Custom integrations with unsupported third-party platforms.

Getting Support

  • Email:
  • Clearly indicate if you’re experiencing an issue during a live event to trigger immediate escalation.

Holiday Coverage

Support coverage on holidays is limited and handled on a case-by-case basis. We recommend notifying us in advance if you plan to use MediaScribe during major holidays.

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