Callaro aims for predictable availability and controlled maintenance windows.
Customers should align on service expectations, incident communication, and integration-side resilience before production launch.Availability and communication model
- Status communication endpoint:
https://status.callaro.ai - Incident updates: published during active service impact windows
- Planned maintenance: announced in advance for customer-impacting changes
Customer integration expectations
Implement retry and timeout policy
Configure exponential backoff for transient failures and keep strict timeout ceilings in all automation workers.
Design idempotent write paths
Billing, CRM updates, and webhook consumers should tolerate duplicate delivery and replay safely.
Monitor endpoint-family health
Separate dashboarding for auth failures, webhook failures, and call execution API failures.
Support and escalation workflow
| Severity | Typical trigger | Expected customer action |
|---|---|---|
| Critical | Major call execution or API unavailability | Initiate incident bridge, pause non-essential writes, monitor status page |
| High | Partial degradation (for example delayed webhooks) | Enable fallback/retry mode, notify operators |
| Medium | Isolated endpoint issues | Queue retries and continue monitored execution |
SLA and support commitments may vary by contract tier. Use your enterprise agreement as the governing document for formal service guarantees.