Dexatel's Progress in Service Reliability & Performance

Service Reliability And Performance Report

Tallinn, Estonia, February 14, 2024 —  Dexatel is providing an in-depth analysis of its service reliability and performance for the year 2023. The company maintained great numbers amid a rapidly evolving CPaaS market, promoting customer satisfaction and business growth. 

Dexatel’s service reliability was at an all-time high with a nearly perfect uptime percentage. The company managed to resolve all incidents in a short period, recording an exceptional average resolution time. This reliability is displayed in the company’s high quality of service as well, with excellent CSAT and NPS scores. Dexatel attributes these results to its continuous efforts to provide top-notch service. 

"In 2023, we witnessed significant strides in the quality and performance of our services," remarked Dexatel Co-Founder Gegham Azatyan. "It's truly gratifying to witness the ongoing dedication and efforts of our team manifesting into outstanding outcomes for both our valued partners and customers. This progress reflects our commitment to excellence and sets the stage for continued innovation and client satisfaction in the future."

The company’s API solutions saw major improvements, too, with great results in performance and average response time. Dexatel’s hard work throughout the year also led to progress in scalability, customer support, and other areas including security and data privacy. 

Service Reliability

Dexatel achieved a total system uptime of 99.98% versus a downtime of only 1.76 hours throughout the entire year. The uptime rate is near perfect but shows the challenges of real-world systems. The company reported 5 incidents over the year, with an average resolution time of 30 minutes—the standard deviation allowed for incidents of various complexities. These included typical network issues, hardware failures, and software bugs. For comparison, the common number of incidents is known to be a little over 12. 

The company also carried out 4 scheduled and 2 unscheduled maintenance procedures, which significantly improved the efficiency and functionality of the platform. All minor updates and maintenance patches during scheduled timeframes caused minimal disruptions for customers. Unscheduled maintenance tasks required very brief service interruptions, but the team communicated the issue in advance. 

The company keeps a detailed incident log that tracks root causes and mitigation steps. This ongoing analysis allows the team to take proactive measures to minimize the duration and frequency of downtime events. It also provides a public and transparent status page for real-time service health updates, which as a result fosters trust and clear communication with customers.  

Performance Overview

In terms of performance, the report showed an average API response time of 150 ms, fitting well within real-world systems. It also recorded a peak latency of 400 ms—occasional spikes like this are normal during heavy loads. As for traffic volume, Dexatel keeps track of traffic trends to identify recurring peaks and seasonal variations, which helps in capacity planning and proactive optimizations.

Dexatel conducted 2 scalability tests, which revealed that the system can handle a 50% increase in load without sacrificing performance during peak traffic. The company's efforts to provide a platform that adapts to growing business needs are evident in this observation.

Quality of Service

The company achieved a CSAT score of 4.2 out of 5, indicating an overall positive customer experience. It also scored an NPS of 55, which reveals a solid base of promoters. The company uses various feedback channels, like surveys and support tickets, to gather qualitative and quantitative insights into customer satisfaction levels.

Further improvements included a success rate of 99.9% in API performance, with an error rate of only 0.1%. The team monitors the types and frequencies of errors to identify recurring issues and divides them into categories like temporary network problems, client-side issues, and service-side logic errors. 

Reflecting its commitment to prioritize user security and data privacy, the company became GDPR compliant in 2023. 

Technical Improvements

Dexatel introduced two new API features to better serve customer needs. The company also enhanced its security protocols to guarantee a higher level of protection for user data. Other upgrades involved improvements to the database and cloud infrastructure, as well as robust monitoring tools and expanded logging capabilities. 

These technical improvements not only optimized user experience with faster loading times and an expanded feature set but also bolstered system stability, which mitigated downtime risks and minimized error frequency.

Customer Support and Feedback

The company’s customer support saw a couple of achievements as well. It recorded an average response time of 2 hours and an issue resolution rate of 95%. This data indicates Dexatel’s ability to resolve issues before they escalate. It also underlines the company’s dedication to providing top-notch customer service, which is in the 80% positive feedback. Dexatel attributes these numbers to its responsive and knowledgeable staff and the platform’s ease of use. 

Challenges and Solutions

Dexatel established direct SMPP connections with more than 10 vendors, boosting the platform’s connectivity to various carriers. This directly solved the issue of limited reach and scalability. Integrating with multiple vendors guaranteed reliable message delivery across different regions and networks. 

To address bottlenecks in performance and flexibility, the company developed a new transaction service in Java. The upgrade significantly enhanced the processing speed and reliability of transactions on the platform, which, in turn, improved user experience and operational efficiency.

Moreover, Dexatel implemented a distributed logging system and XDR queuing to bolster monitoring, debugging, and security. This measure tackled challenges related to data management and analysis, improving the company’s ability to diagnose issues quickly, monitor performance in real time, and make data-driven decisions. 

The platform also introduced caching mechanisms to reduce latency and address issues with user experience. This eliminated the necessity to repeatedly retrieve commonly accessed data from the database and significantly minimized delays in message delivery and other real-time communications. 

Furthermore, Dexatel enhanced throughput and reliability by implementing configurable TPS from platform to vendor. This allowed the company to manage the load on its systems and on the networks of its vendors more effectively. Configuring TPS limits not only prevents system overloads but also streamlines traffic distribution and helps maintain reliability and service quality even during peak times. 


Dexatel is on course for continued progress in 2024 and onwards, with plans on maximizing reliability, scalability, API performance, and customer service quality. The company continues to improve its metrics and deliver top-notch communication services to its partners and customers.