Service levels

What we commit to today

Starter and Business plans are sold without a contractual availability guarantee. We operate the platform to be continuously available and we will tell you when it is not, but there is no service credit attached to those plans.

If you need a guaranteed availability figure with credits attached, that is available on Enterprise as a negotiated term. Talk to sales@ariaroute.com.

How the platform is built for uptime

These are architectural facts, not promises about a number:

• Clustered nodes Registration, call state and presence are shared through Redis, so more than one node can serve the same tenant and a node failure does not lose your registrations.
• Separate media path The RTP relay runs alongside the proxy; signalling problems and media problems are isolated from each other.
• Carrier redundancy Origination and termination are integrated through more than one carrier so a single upstream outage is survivable.
• Managed data stores Postgres and Redis are run by providers with their own replication and backup, rather than on a single box we maintain.

Planned maintenance

Most changes ship without interrupting calls. Where work does require a disruptive window, we give notice in advance and schedule it outside North American business hours wherever we can.

Reporting a problem

Email support@ariaroute.com. Include the time, the numbers involved and, if you have it, the Call-ID — it lets us find the exact call in our logs immediately.