Last week’s 7+ hour Google outage affected over 60 critical services used by thousands of companies across the internet. Our platform kept running without interruption. Here's how.

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We were prepared this time because we learned a bitter lesson back in October 2023 when a similar Google outage caught us off guard. Through our incident and postmortem process, we built a better process.

Now, when a critical service experiences outages, our system:

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• Automatically falls back to secondary providers

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• Gracefully degrades (callers could still navigate via keypad)

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• Triggers alerts to internal staff and our customers

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When our primary speech service died during this recent outage, our backup kicked in seamlessly. Hospital patients kept getting help, and our healthcare partners experienced zero downtime.

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While everyone talks about building resilient systems, the truth may be simpler. Resilience comes from openly and honestly assessing your failures, and fixing them.

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Every patient interaction matters. And sometimes the most valuable preparation comes from the scar tissue of previous setbacks.