Service reliability
What we can say honestly about availability, and what we cannot.
No uptime commitment yet
We do not publish an availability target, and we do not offer a service credit for downtime. We would rather say that than quote a number we are not measuring.
What happens to your site when Karas is unavailable
Nothing breaks. The script tag loads asynchronously, so a slow or unreachable Karas does not delay your pages. If the widget cannot reach us, the launcher does not appear and the rest of your site is untouched.
This is the most important property on this page: an outage on our side costs you the assistant, not your storefront.
What happens to a conversation in progress
A request that fails is reported to the visitor as a request that failed, and they can try again. A handoff request whose outcome is uncertain is held and resolved rather than retried blindly, so an outage in the middle of one does not produce a duplicate ticket in your queue. See Limits and edge cases in handoff.
Restarts take a minute
After a restart, the search process reports itself ready before its indexes can actually be queried. Rather than serve a request from a degraded path during that window, the service holds requests until search is genuinely ready. So a restart shows up as a minute or so of unavailability rather than as a minute of quietly worse answers.
We consider that the right trade. It does mean a deploy or a reboot is briefly visible.
Your documentation is not at risk
Your documentation lives with you. Ours is a copy, built from what you sent us, and it can be rebuilt from your source at any time. Losing our copy costs time, not content.
What we are still building
Named because you would find out eventually and should find out from us:
- Automated backups of operational data. Your documentation is reproducible; ratings and handoff records are not, and are not yet backed up.
- External uptime monitoring. We do not currently have an independent record of our own availability, which is also why we cannot quote one.
If either matters to your buying decision, ask where they stand — the answer will be a date or a plain "not yet", not a reassurance.
Planned maintenance
We deploy during European business hours and a deploy is visible as the short window described above. We do not announce these individually. If you need maintenance windows agreed in advance, tell us.