Reliability Overview

1. Phone Call Performance
   • Reliable handling of inbound and outbound calls
   • Consistent connection throughout conversations
   • High voice quality
2. Agent Reliability
   • Consistent low latency during interactions
3. Agent Performance
   • Accurate speech transcription
   • Strict adherence to prompt instructions

​

Our Commitment to Reliability

1. Enterprise-grade infrastructure
2. Fallbacks and Resilience Features
3. 24/7 Monitoring and Alerting
4. 24/7 Support

​

Detailed Overview

1. Enterprise-grade infrastructure: We conduct extensive load testing on high traffic and maintain dedicated auto-scaling and provisioning to handle varying loads. Our enterprise-grade compute, networking, and infrastructure ensure stable performance.
   • We guarantee >99.9% uptime - Subscribe to our Status Page to get notified about any issues.
   
   • Self-hosted models to reduce third-party dependencies.
2. Proactive Monitoring: We maintain 24/7 latency monitoring and alerting systems to catch and address issues before they impact your operations.
   • Including ASR, TTS, LLM, Knowledge base, time to first token, and network latency distribution, p75, p90, p95, p99 latencies.
   • Failed calls count, ASR, LLM, TTS timeout, and error rate.
   • Server CPU, GPU, memory, and network usage. Database, API response time.
3. Resilience Features: We’ve implemented fallbacks, retries, and other features to improve reliability:
   • Branded Call/Verified Phone Number Features to improve call pickup rate and allowlist carrier calls
   • TTS fallback and retries is automatically built in, and can be manually configured.
   • LLM fallback and retries is automatically built in.
4. Testing Features
5. Support System: Our dedicated support team is ready to assist if any issues arise.
   • 7 days/week on-call schedule
   • 24h SLA, with active support between 9 AM to 9 PM PST (lower for enterprise customers)
   • For faster and more interactive support, you can join our Discord community