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
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)
Exceeding a rate limit returns
429 Too Many Requests.
Call duration limits
When a max duration is reached, the AI speaks a closing message and hangs up.
Storage limits
Voice quality targets
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
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
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
Data residency
Current production regions:
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.comwithin 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.