This page explains how we run Esek: what we do to keep it available, how maintenance and incidents are handled, how to reach us, and what happens to your data, calls and messages. It supplements our Terms of Service and describes how we work today.
1. What this covers
This page covers the Esek service: the Esek app on iPhone, Android and the web at app.esek.io, the AI that answers your calls and messages, and the phone lines we provide. It does not cover services that we do not run, such as WhatsApp, your phone carrier or apps you connect to Esek. Section 9 lists them.
2. Availability
Esek runs on Google Cloud in the United States (Iowa). To keep it running:
- The app servers run as more than one copy, on separate machines, so one machine failing or being replaced does not stop the service.
- Updates are released one server at a time, and a new server takes traffic only after it passes its health checks.
- Automatic checks watch the service and alert us when errors rise or a server restarts.
Some parts of the service, including the database, run on a single server. A restart or a hardware fault there can make Esek unavailable for a time.
We aim for 99.5% availability each calendar month. This is a target, not a guarantee, and there is no service credit when it is missed. If a fault on our side means you did not receive something you were charged for, tell us and we credit that charge back to your balance, under section 3 of our Refund Policy.
3. Planned maintenance
Most updates are released one server at a time, so they do not take Esek offline. Calls in progress get about five minutes to finish before the server handling them is replaced.
Routine maintenance of our cloud servers runs between 01:00 and 05:00 UTC, early morning in Israel, when traffic is low. It can cause a short interruption.
We do not send advance notice of routine maintenance.
4. Incidents and how you are told
Our status page at esek.io/api/health/status shows the current state of our database, message processing, billing and AI providers. It does not test WhatsApp delivery, phone calls or your own workspace. It runs on Esek itself, so if it does not load, Esek is likely unavailable.
If the app loses its connection to Esek, it shows this on screen.
If an incident affects personal data, we notify you as our Data Processing Agreement describes.
5. Support
Email support@esek.io for help with Esek, including billing. For legal matters and notices under the Terms, email legal@esek.io.
We aim to reply within one business day, Sunday to Thursday, Israel time. This is a target, not a guarantee.
Some requests have their own timelines: refunds under section 7 of our Refund Policy, and data deletion requests, answered within 30 days, under our User Data Deletion page.
6. Data backups and recovery
- The Esek database is backed up every night. Each backup is kept for 30 days.
- A copy of each backup is kept in a separate Google Cloud project, also in the United States.
- Images and documents your customers send on WhatsApp are also copied every day to that separate project.
- We have tested restoring the service from these backups.
If a major failure means we have to restore from backup, we aim to have Esek running again within 8 hours, with at most 24 hours of data lost. Recordings of AI phone calls are not backed up: our Privacy Policy explains that they are kept for up to 7 days.
7. Data export and deletion
A workspace owner can export the workspace's business data in Settings, Import and export. The export is a ZIP file with each type of record, such as contacts, conversations and messages, orders, bookings and catalog items, as both JSON and CSV, together with your files. Passwords and access tokens are left out. Each export is available to download for 7 days.
Backups do not replace your own copy. To keep one, export your data.
To delete your account, and with it any workspace you are the only owner of, follow our User Data Deletion page. Deleted data is removed from the live service and, within 30 days, from our backups.
8. Calls and messages during an outage
Phone calls. Our call forwarding guide asks you to forward calls to Esek only when they are unanswered. Your own phone then rings first, so an Esek outage does not stop your phone from ringing.
If Esek cannot answer a forwarded call, the caller does not reach the AI and the call is not forwarded back to your number. Depending on the fault, the caller hears a busy tone, hears a short message that the call has to end, or is disconnected. Check your inbox and your own phone's missed calls after an outage.
When your balance runs out, calls to your AI phone line go to voicemail, and the recording appears in your inbox.
WhatsApp messages. If Esek cannot receive a WhatsApp message, Meta tries to deliver it again later. Messages that arrive once Esek is back are handled as usual. How long Meta keeps trying is set by Meta.
When the AI cannot reply. If the AI cannot reply to a message, the conversation is passed to your team, marked as needing a person, and your team is notified in the app. When your balance runs out, new customer messages go to your inbox for your team to answer, as section 11 of the Terms of Service describes.
You can pause the AI on one conversation, or for the whole workspace, and answer customers yourself.
9. Third-party services
Esek depends on services that we do not run, including:
- Meta, for WhatsApp, Instagram and Messenger;
- phone carriers and our telephony providers, Twilio and DIDWW;
- AI model providers, OpenAI and Google;
- Google Cloud, where Esek is hosted;
- payment providers: Paddle, Apple and Google Play.
An outage or change at one of them can affect Esek, and we cannot control their availability. Your own WhatsApp Business account and your phone line stay under your own agreements with Meta and with your carrier. Apps you connect to Esek, such as calendars and invoicing tools, are run by their providers. The full list of providers that process data for us is on our Sub-processors page.
10. Relation to the Terms of Service
This page describes how we run Esek today. The targets on it are aims, not guarantees. It does not change our Terms of Service. Section 9 of the Terms applies: the service is provided "as is", and we do not warrant uninterrupted, error-free operation. If this page and the Terms differ, the Terms apply.
We may update this page from time to time. The date at the top shows the last change.