At Retell, we’ve made reliability our top priority. Our platform is built on enterprise-grade infrastructure to ensure consistent, high-quality performance for all your voice AI needs. We focus on three key areas to maintain exceptional service quality:
  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

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Our Commitment to Reliability

At Retell, we gurantee >99.9% uptime. To acheive this, we’ve invested on the following areas:
  1. Enterprise-grade infrastructure
  2. Fallbacks and Resilience Features
  3. 24/7 Monitoring and Alerting
  4. 24/7 Support

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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:
  4. Testing Features
  5. Support System: Our dedicated support team is ready to assist if any issues arise.
    • 7 Days/Week on-call schedule including all founders.
    • 6 hours minimum support SLA between 9 AM to 9 PM PST. (Lower for enterprise customers)
    • Not your average emotional support - all support are done by engineers, who built the features you are using. A developer supporting another developer.