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Phone Call Performance
- Reliable handling of inbound and outbound calls
- Consistent connection throughout conversations
- High voice quality
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Agent Reliability
- Consistent low latency during interactions
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Agent Performance
- Accurate speech transcription
- Strict adherence to prompt instructions
Our Commitment to Reliability
At Retell, we guarantee >99.9% uptime. To achieve this, we’ve invested on the following areas:- Enterprise-grade infrastructure
- Fallbacks and Resilience Features
- 24/7 Monitoring and Alerting
- 24/7 Support
Detailed Overview
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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.
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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.
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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.
- Testing Features
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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