> ## Documentation Index
> Fetch the complete documentation index at: https://omniloy.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Operations and support

> Observability, retries, contingency procedures, and retention policies for production environments

## Observability

* Metrics: webhook delivery rate, latency per endpoint, call statuses, escalation ratio, template success rate.
* Structured logs with correlation (requestId/callId).

## Retries

* Webhooks: exponential backoff on 5xx/timeouts.
* Voice campaigns: configurable retry policy (when applicable).

## Procedures

* EHR/HIS outage: switch to "informational" mode and retry later.
* WhatsApp issues: pause automation and handle manually.

## Backup and retention

* Differentiated retention policies for answers and transcripts.
* Encrypted exports upon request.