Trust Center

Reliability & Service Levels

Our approach to uptime, redundancy, and incident response.

Availability Philosophy

We treat availability as our primary feature. While no system reaches 100% uptime, we design utilizing "N+1" redundancy for all critical path components. Our global mesh network allows us to route around regional fiber cuts or ISP failures automatically.

Commercial Agreements

Formal Service Level Agreements (SLAs) with financial credits are available for Enterprise plan customers.

Standard API Uptime Target99.9%
Voice Gateway Availability99.95%
Enterprise SLACustom

Failover & Redundancy

  • ComputeStateless workloads replicate instantly across availability zones.
  • StorageData is replicated synchronously to 3 separate physical locations within a region.
  • PowerWe partner with Tier-4 data centers utilizing dual-feed power and backup generation.

Incident Management

In the event of an outage, our priorities are:

  1. Detection: Automated alerts notify on-call engineers (24/7/365).
  2. Mitigation: Stop the bleeding. Isolate faulty components or shed load.
  3. Communication: Update status.mecverse.com within 15 minutes.
  4. Resolution: Restore full service.
  5. Review: Publish a blameless post-mortem analysis.