Reliability · 99.999% target
Reliability · 99.999% target Reliability
& uptime.
A phone system that drops customer calls is worth less than nothing. DialPhone targets 99.999% uptime across every product, voice, video meetings, SMS, contact center, backed by service credits when we miss.
Uptime is the single metric that matters most for a business phone system. A web app that drops one request in a thousand is usable; a phone line that drops one customer call in a thousand is a contract risk. That is why most business communications vendors quote 99.999% as a target — and why the gap between vendors who quote it and vendors who actually hit it shows up in real public incident history rather than in marketing copy.
Five-nines means a maximum of 5 minutes 15 seconds of unplanned downtime per year, measured against a clear service definition (which voice paths, which regions, which channels). Beyond that window, service credits apply to the next invoice automatically — no support ticket required. The SLA schedule on the customer agreement describes the exact credit math for each tier.
Three architectural decisions drive that uptime number. Active-active topology: every region runs a live copy of every service; failover is automatic, not manual, and there are no cold standby regions waiting to warm up. Carrier-diverse PSTN peering: voice traffic exits through multiple Tier-1 carriers, so a single carrier event never takes calls offline. Independent region control planes: an incident in one region cannot cascade. The architecture grid below describes each layer with verifiable numbers.
Numbers
Service-level commitments
- Target uptime
- 99.999%
- RTO
- <15 min
- RPO
- <5 min
- Active regions
- 4 US + 2 EU
- Service credits
- Yes
- Status page
- Public
Architecture
How we hit five nines
- Active-active across 4 US regions and 2 EU regions, no cold failovers
- Carrier-diverse PSTN peering, no single-carrier dependency
- Geo-replicated databases with synchronous writes
- Load-balanced, stateless application tier, rolling deploys with zero downtime
- Automated capacity scaling for call and meeting spikes
- Independent region control planes, one region's incident doesn't cascade
Stay informed
Public status page
Subscribe to the public status page for real-time incident updates and maintenance notices. RSS, email, SMS, Slack, and webhook channels all supported.
Reliability FAQ
What does 99.999% uptime actually mean?
5.26 minutes of allowed downtime per year. Beyond that, customers receive service credits per the SLA schedule. Higher than typical SaaS (99.9% = 8.76 hrs/year) because phone downtime has direct business impact.
What architecture supports 99.999%?
Active-active across 4 US regions (Virginia, Oregon, Texas, Ohio) with automatic failover. Carrier-diverse PSTN peering eliminates single-carrier failures. All critical databases geo-replicated with synchronous writes to 2+ regions.
Where is the status page?
DialPhone status & reliability page, real-time and historical. Subscribe via RSS, email, SMS, Slack, or webhook.
How do I claim service credits?
For qualifying SLA breaches, credits apply automatically to the next invoice. For disputes or questions, contact [email protected] within 60 days of the incident.
How often do you do chaos / game-day testing?
Quarterly, full region failover drills. Monthly, component-level chaos experiments in staging. Findings documented and remediated against published timelines.