Summary: We target 99.9% uptime for the MyOperator platform and typically 97–99% across telecom routing (dependent on carrier networks). This article explains what we do automatically during incidents, what you can prepare in advance, and what steps to take during and after a disruption.

Table of contents

• Uptime targets & what they mean
• Before an incident: set up your continuity kit
• During an incident: what we do automatically
• During an incident: what you should do
• After an incident: confirm everything works
• Troubleshooting & edge cases
• FAQs
• Need Help During Downtime?

Uptime targets & what they mean

*For illustration. Actual experience varies by region/carrier and external events (e.g., fiber cuts).

Note: Some incoming calls may not reach us if a carrier cannot deliver the call during an upstream outage. We monitor, reroute where possible, and escalate with telecom providers.

Before an incident: set up your continuity kit

Configure these once to minimize impact:

1. Backup destination — Add a fallback number (e.g., a mobile or alternate landline) for your main IVR/queues.
2. After-hours/voicemail rules — Ensure voicemail or off-hours routing can temporarily capture calls.
3. Multiple admin contacts — Add at least two admin emails/phones to receive incident updates.
4. Team comms template — Prepare a message to publish if phones are affected (see example below).
5. Test quarterly — Run a 5-minute failover drill to verify the above.

During an incident: what we do automatically

• Outgoing calls: If one telecom route fails, we automatically reroute within ~60 seconds via alternate carriers.
• Monitoring & escalation: 24×7 anomaly detection; we open provider tickets and track restoration.
• Status & comms: We share updates via support channels and maintenance notices in advance of planned work.

During an incident: what you should do

1. Check scope — Try one outgoing and one incoming call from different networks (e.g., mobile vs broadband).
2. Switch agents to backup connectivity — Use mobile hotspot if your office ISP is affected.
3. Enable/confirm fallback — Temporarily route key queues to your backup number (if not already).
4. Capture evidence — Note timestamps, caller numbers, error tones/messages.
5. Contact us — Use the Incident report template below so we can triage and escalate faster.

After an incident: confirm everything works

• Place 5 test calls (mix of networks/carriers).
• Verify: IVR greeting, DTMF/keypress, queue ringing, voicemail, and recordings/analytics visibility.
• Remove any temporary reroutes and restore standard flows.

Troubleshooting & edge cases

• Only outgoing failing? Likely a route/carrier on our side; wait ~60s for auto-reroute, then retry.
• Only incoming failing? Often carrier-side delivery; share examples so we escalate with the provider.
• Intermittent one region/carrier: Collect samples from two carriers to isolate.
• Planned maintenance: We schedule in off-peak hours and notify in advance.
• Data safety: Call logs/recordings are backed up per policy; once the platform is healthy, backfill appears in dashboards.
• SLA/credits: If applicable, refer to your contract/plan terms.

FAQs

Q: How often does the server go down?
A: We design for 99.9% platform uptime. Telecom routing depends on external carriers (typically 97–99%).

Q: How fast do you recover?
A: Outgoing call failures auto-reroute within ~60 seconds. Incoming calls depend on carrier delivery; we monitor and escalate.

Q: Will we be notified?
A: We provide proactive notices for scheduled maintenance and communicate during major incidents via support channels.

Q: What can we do to stay reachable?
A: Configure a backup destination, keep comms templates ready, and ensure alternate connectivity (e.g., hotspot).

Need Help During Downtime?

If you notice degraded service:

• Call us at: 081029-81029 or 092129-92129
• Email: support@myoperator.com