Dear Vishal,

This first ever 1-taco review made me feel very unlucky!
Let me try to use it as a means to provide guidance for future purchasers and eliminate their concerns:

We have 99.85% uptime in 2024. I am assuming you tested our software on the 4th of December, Wednesday, around 10 AM (EST), or on the 5th of December, around 11 PM, when we indeed had an outage. (In 2023, we had 100% uptime.)

We use Elastic Kubernetes Service on AWS with multiple auto-scaling nodes.
Although financially a terrible idea, we are not a product built to “test a hypothesis.” We built our architecture (perhaps not a financially wise decision) to withstand a huge load and future growth.

And there is a reason for it:
We are very aware that we are a B2B2C SaaS software. So, our software is used by multi-million-dollar companies who are very, very sensitive about their brand reputation as a front face towards THEIR clients. We know that if we fail, we are not only failing our own reputation, but we are failing our customers’ reputation. That’s why we had a clearly overengineered architecture (and an inflated AWS bill as a result) even before we had our first three customers.

We are still working on a permanent solution for these outages, to ensure we avoid a third one and go back to 100% uptime in 2025.

But,
If your email address is d****5@gmail.com, this rating is deserved. When we had downtime, we had many customers writing to us and some wrote to my personal email. There was one customer who wrote to me directly. The email address looks quite similar, so in my mind (perhaps due to crisis multitasking), I thought I had answered it directly, not closed the intercom ticket. Now I realize that I didn’t answer that intercom message and that there were two separate senders. If you are the same person, please accept my apologies! It doesn’t reflect our standards.