Service Limits
The overall availability of OMO is affected by the platform infrastructure, the customer's SIP provider, the telephone network, the Internet, and the external integrations involved. A specific rate of availability, response time or compensation is effective only when it is agreed in writing in the order or corporate agreement.
Incident priorities
- Critical — Calls cannot come in or go out completely, or there is an active security risk
- High — A basic conversational process or business activity does not work for a significant portion of users
- Medium — Function is partially limited and there is a working alternative
- Low — A minor visual, text, or configuration problem
Monitoring and communication
The platform monitors the health of services, call events, latency and errors. In the case of a significant incident, we try to provide the customer with a description of the impact, temporary action and recovery status through an available contact channel.
Scheduled maintenance
Scheduled changes are completed during off-peak periods when possible. Risky change uses step-by-step activation, system health check and rollback option.
Support
In the support request, specify the workspace, number, exact time of the call, session ID and expected result. This reduces diagnostic time and allows us to find relevant audio, transcripts and events.