Documentation Index Fetch the complete documentation index at: https://docs.getsmartalex.com/llms.txt
Use this file to discover all available pages before exploring further.
Uptime target SmartAlex targets 99.9% monthly availability on the voice platform. This equates to approximately 43 minutes of allowable downtime per month.
Enterprise-plan customers can negotiate a stricter target (99.95% or 99.99%) with associated service credits. Contact your account manager.
Concurrency limits Scope Default Configurable Per SIP trunk 10 concurrent calls Yes, up to 1000 Per workspace Plan-based (5 to 500+) Yes, with plan upgrade Platform global Scales with infrastructure Not customer-visible
When a trunk limit is reached, new inbound INVITEs receive 503 Service Unavailable with a Retry-After header. Your PBX can fall back to its own overflow routing.
Rate limits (API) Endpoint Rate Public API (agents, campaigns, contacts) 60 requests per second per workspace Webhook delivery 100 events per second per endpoint Bulk import (extensions CSV) 500 rows per call, no throttle between calls
Exceeding a rate limit returns 429 Too Many Requests.
Call duration limits Setting Default Configurable Max call duration 300 seconds (5 minutes) Per agent, up to 14,400 seconds (4 hours) Silence timeout 30 seconds Per agent
When a max duration is reached, the AI speaks a closing message and hangs up.
Storage limits Resource Default Notes Call recordings 90 day retention Configurable 7 to 365 days Transcripts Same as recordings Synced retention Knowledge base per agent 100 MB, 1000 documents Hard limit Contact database No hard limit Billed per seat
Voice quality targets Metric Target Measured Mean Opinion Score (MOS) Above 4.0 Per call, via post-call network stats One-way latency (mouth to ear) Under 250 ms Network-dependent Packet loss tolerance Up to 1% without audible degradation Via PLC Jitter tolerance Up to 40 ms Via adaptive buffer
For South African customers connecting to our European ingress, expected one-way latency is 120 to 150 ms depending on ISP path.
Time to first audio Phase Target SIP INVITE to 200 OK Under 500 ms 200 OK to first AI word Under 1 second (warm pool) First AI word to continuous audio Near-zero (streaming)
Total mouth-to-ear from caller dial to hearing the AI: typically 2 to 3 seconds on a warm connection.
What counts as an incident Severity Definition Response time SEV-1 Platform-wide voice failure 15 minutes SEV-2 Regional degradation affecting multiple customers 30 minutes SEV-3 Single-customer or single-trunk issue 2 business hours SEV-4 Non-production or cosmetic Next business day
Status page with live incident updates: status.getsmartalex.com.
Scheduled maintenance
Announced at least 7 days in advance where possible
Targeted to low-traffic windows (typically Sunday 02:00 to 04:00 UTC)
Rolling deploys mean customer impact is usually zero or sub-second
Customers can opt into maintenance notifications via email or webhook
Scaling procedure When approaching a limit:
Per-trunk concurrent call limit : self-service, increase in Settings PBX.Workspace-wide limit : contact your account manager for a plan adjustment.API rate limit : contact support if 60 rps isn’t enough; most workloads don’t come close.
Backup and disaster recovery Metric Target Recovery Time Objective (RTO) 1 hour Recovery Point Objective (RPO) 5 minutes Backup frequency Continuous for database, hourly for object storage Backup retention 30 days rolling Cross-region replication Yes, for primary data stores
Data residency Current production regions:
Region Primarily serves Europe (West) EU, UK, South Africa, Middle East North America (East) US, Canada Asia-Pacific Australia, Singapore, rest of APAC
Dedicated South African residency is on the roadmap.
SLA exclusions The SLA does not apply to:
Issues caused by customer misconfiguration
Issues caused by customer PBX or carrier outages
Planned maintenance announced in advance
Third-party failures outside SmartAlex’s control (e.g., customer’s internet provider, their telco)
Beta or preview features
Free-tier or trial accounts
Reporting an SLA violation If you believe an SLA credit applies:
Email support@getsmartalex.com within 30 days of the incident
Include: your workspace ID, affected time window, impact description, any case numbers
We verify against platform logs and status history
Credits, if applicable, are applied to the next invoice
Next steps
Observability What you can monitor yourself.
Troubleshooting Diagnose issues.
