Maintaining high uptime is essential for maintaining customer satisfaction and business continuity. System downtime can lead to lost revenue, frustrated customers, and a damaged brand reputation. Retell AI addresses these challenges by employing a robust infrastructure and proactive monitoring systems to ensure seamless failovers and minimize outages.

Retell AI ensures a 99.99% guarantee, providing businesses with the reliability they need to maintain continuous service and minimize downtime. This high level is crucial for customer-facing applications like call centers, where system availability directly impacts customer satisfaction and business continuity.

This article explores how Retell AI's approach to uptime and outage management systems supports businesses in delivering reliable customer service.

What is Uptime?

Uptime refers to the time during which a system or service is operational and accessible to users. It is typically expressed as a percentage, indicating the proportion of time the system is available compared to the total time.

In Retell's case, uptime is representative of the the amount of time our AI agent platform is operational and functional enabling businesses on our platform to take and make calls for 99.99% of the year. High system uptime of a conversational AI platform is essential for maintaining customer satisfaction, business continuity, and overall operational efficiency, and compromising on systems with weaker uptime can result in major negative imapcts on your business.

Why Uptime Matters for AI Voice Agents

In AI calling environments, even 30 seconds of downtime can lead to a caller hanging up. Maintaining a near perfect uptime is critical for AI calling, so when a core piece of your conversational AI platform is down, it ultimately disrupts customer interactions, damages trust, and impacts revenue.

Here’s a deeper look into what’s at stake during an outage:

Lost Sales & Missed Calls: AI voice agents can’t perform if systems are down meaning missed opportunities and revenue.

Frustrated Customers: Interrupted service from your conversational AI platform leads to poor user experiences and churn, defeating the whole purpose of 24/7 availability through AI call automation.

Brand & Compliance Risks: Repeated outages erode brand credibility, and can trigger regulatory issues in sectors like finance or healthcare.

Increased Support Load: Downtime floods support lines with inbound calls your AI can’t handle, ultimately creating bottlenecks and cost spikes.

That’s why Retell AI is built to have a 99.99% uptime and seamless fallback across LLM and TTS providers, your AI calling operations stay resilient, here's how.

Retell AI's Approach to Uptime and Outage Management

Retell AI's approach to website uptime monitoring and outage management is designed to ensure high reliability and minimal downtime. Here's how Retell AI achieves its uptime guarantee through key features such as enterprise-grade infrastructure, proactive monitoring of uptime, resilience features, and self-hosted models.

Seamless Fallback: Ensuring Continuous Service Across Providers

One of the core pillars of Retell AI’s uptime guarantee is our Seamless Fallback system, a built-in safeguard system that automatically reroutes text to speech (TTS) and Large Language Model (LLM) functions to alternate providers or services if a function experiences disruption form the original provider.

This system continuously monitors both components for operability. If an issue is detected—whether with your selected voice provider or the underlying language model—Retell AI instantly and automatically transitions to an available backup provider, with no manual intervention required. This eliminates single points of failure that would otherwise interrupt business-critical AI calls.

Voice Module Fallback:

If your AI voice agent is using a specific TTS provider (e.g., ElevenLabs) and that service becomes unavailable, Retell AI will automatically fall back to a secondary voice provider. It will default to the same voice ID if available or select a preconfigured backup voice, if one is not specified. If the backup provider fails mid-call, the system will again fallback to the next available voice option, ensuring the AI voice continues speaking without disruption. Retell gives you the ability to choose which provider to fallback on in the Security & Fallback Settings Menu.

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LLM Module Fallback:

Similarly, if your call is powered by an OpenAI LLM and OpenAI becomes temporarily unavailable, Retell AI will automatically route that conversation through a hosted backup model (e.g., Azure-hosted equivalent) to maintain conversational flow.

For businesses, this translates to:

• ‍Reduced risk of failed calls: Calls stay connected even if a provider or component goes offline.‍
• No disruption to customer experience: Callers remain unaware of any backend transition, preserving seamless interaction.‍
• Greater operational resilience: Built-in redundancy ensures voice operations continue as normal, even in the face of vendor outages or service degradation.

By combining proactive monitoring with automated fallback mechanisms, Retell AI empowers businesses with a level of reliability that extends beyond infrastructure uptime to ensure that calls get completed, conversations stay connected, and customer trust is never compromised.

Key Features of Retell AI's Uptime Guarantee

Retell AI employs several key features to ensure its high uptime guarantee:

• ‍Enterprise-Grade Infrastructure: Retell AI utilizes an enterprise-grade infrastructure to handle varying loads effectively. This includes extensive load testing to simulate high-traffic scenarios, auto-scaling capabilities to dynamically adjust resources based on demand, dedicated provisioning to ensure optimal performance, and ability scale to millions of calls simultaneously with no interruptions.‍
• Proactive Site Uptime Monitoring: Retell AI's 24/7 latency monitoring and alerting systems proactively catch and address issues from the uptime checks. These systems continuously monitor website uptime and key performance indicators (KPIs) to detect anomalies and trigger alerts, allowing the support team to take immediate action.‍
• Resilience Features: Retell AI implements several resilience features to minimize the impact of outages. These include fallbacks, retries, TTS fallback, and upcoming LLM fallback (optional feature). Additionally, automated test cases after prompt changes help ensure that new configurations do not introduce unintended application uptime issues.‍
• Self-Hosted Models: By using self-hosted models, Retell AI reduces its reliance on third-party dependencies, contributing to its high uptime guarantee. Self-hosting is one of the best uptime solutions that provides greater control over the infrastructure and reduces the risk of outages caused by external service providers.‍
• High Priority Connection: Retell AI enables you to toggle a high priority instance, only when using OpenAI LLM, to ensure a more stable and reliable connection. Enabling this option will come at double the cost for the OpenAI LLM provider, due to the use of dedicated resource tools.

Benefits of Retell AI's Uptime Guarantee

Retell AI's uptime guarantee offers numerous benefits to businesses, including continuous service, reduced downtime costs, and an enhanced customer experience. Here's how these benefits contribute to improved operational efficiency and customer satisfaction.

Dedicated Support and Transparency

Retell AI's dedicated support and transparency ensure that customers are well-supported and informed. This section discusses the support structure and communication strategies that Retell AI uses to provide expert assistance and maintain open communication with its users.

Support Structure

Retell AI provides a dedicated support structure to assist customers with any issues they may encounter. This includes:

• ‍7 Days/Week On-Call Schedule: Retell AI offers a 7 days/week on-call schedule, ensuring that support is always available when needed. This also means that they do a 24/7 uptime tracking to quickly solve any issues.‍
• Expert Assistance: Retell AI support is provided by engineers who built the features, ensuring expert assistance and quick resolution of issues. This level of support ensures that customers receive the best possible service and minimizes the impact of any potential outages.

Transparency and Communication

Retell AI believes in transparency and proactive communication. To keep users informed, Retell offers:

• ‍Status Page: Users can subscribe to Retell's Status Page to get notified about any issues, ensuring transparency and proactive communication.‍
• Real-Time Updates: Retell provides real-time update Discord channel, on the status of its systems, allowing users to stay informed and plan accordingly.

Unlocking Reliability with Retell AI: Ensuring Continuous Service

Retell AI's uptime guarantee is a critical component of its commitment to providing reliable and high-quality service. By leveraging enterprise-grade infrastructure, proactive monitoring, resilience features, and self-hosted models, Retell AI minimizes downtime and ensures continuous service for its customers.

Ready to experience the peace of mind that comes with a high uptime guarantee? Explore Retell AI's solutions to improve operational reliability and customer satisfaction. Visit Retell AI to learn more about its uptime guarantee and discover how it can benefit your business.

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