Your AI Voice Infrastructure Never Goes Down
AI voice business continuity with multi-provider architecture, automatic failover, and HIPAA security. Our AI receptionist failover system ensures 99.99% uptime so healthcare practices never miss a single patient call.
Platform Availability
Redundancy at every layer so your practice keeps capturing patients around the clock. See the full AI Voice Infrastructure Reliability Standard.
Built for Zero Downtime
Unlike single-vendor solutions, Hello maintains multiple provider stacks that activate instantly when issues arise.
-
Primary Stack: Optimized for speed-to-market and seamless onboarding
-
Secondary Stack: Infrastructure-first backup with enterprise SIP providers
-
Carrier Redundancy: Multiple telephony providers ensure calls always connect
-
Human Escalation: Ultimate fallback to live agents when needed
Automatic Failover
When a provider experiences issues, Hello automatically routes calls to backup systems. No manual intervention required.
How it works: Runtime health checks continuously monitor provider status. When degradation is detected, the orchestration layer automatically switches to the secondary stack. If both AI stacks are unavailable, calls route to designated human endpoints with full context preserved.
Support and Response Times
When issues arise, our team responds quickly to minimize impact on your practice.
| Priority | Description | Response Target |
|---|---|---|
| P1 Critical | Complete loss of service affecting all calls | 1 business hour |
| P2 High | Severe degradation, majority of calls affected | 4 business hours |
| P3 Normal | General issues, configuration questions | 1 business day |
Business Hours: 9:00 AM - 6:00 PM Mountain Time, Monday through Friday (excluding U.S. holidays)
Security and Data Protection
Enterprise-grade, HIPAA security practices protect your practice data and your patients' information.
TLS Encryption
All external traffic is encrypted with TLS. Your data is protected in transit at all times.
Encryption at rest
Recordings, transcripts, and sensitive data are encrypted at rest using industry-standard algorithms with post-quantum-ready key management.
Role-Based Access
Granular permissions ensure team members only access what they need. Full audit trails included.
Data Isolation
Multi-tenant architecture with strict data isolation. Your data is never mixed with other clients.
AI Safety Policies
Built-in guardrails prevent AI agents from getting stuck in loops or causing confusion. Your callers always get resolution.
Max Call Duration
Configurable limits prevent calls from running indefinitely
Turn Limits
Maximum conversation turns prevent endless back-and-forth loops
Confusion Detection
Low-confidence streaks trigger automatic escalation to humans
Action Restrictions
Each deployment includes configurable action policies that define exactly what the AI can and cannot do on behalf of your practice.
Service Credits
If we fall short of our availability target, you receive credits toward future invoices.
| Monthly Availability | Service Credit |
|---|---|
| 98.0% to 99.49% | 5% of monthly platform fees |
| 95.0% to 97.99% | 10% of monthly platform fees |
| Below 95.0% | 20% of monthly platform fees |
Credits must be requested within 30 days of the affected month. Credits apply to future invoices only and do not apply to usage-based fees.
What's Not Included
For transparency, the following events are excluded from availability calculations:
- •Upstream carrier or PSTN provider outages
- •Third-party AI model provider outages
- •Customer-side connectivity or configuration issues
- •Scheduled maintenance windows (48hr notice provided)
- •Force majeure events (natural disasters, etc.)
- •Customer-requested maintenance
Note: While these events are excluded from SLA calculations, our multi-provider architecture is specifically designed to mitigate impact from upstream provider outages.
Hello Compliance and Trust Center
Review our full compliance documentation.
Compliance Verified. Ready to Move Forward?
You've done your due diligence. Hello delivers 99.99% uptime with multi-provider failover, HIPAA infrastructure, and done-for-you implementation for healthcare practices.