What we commit to.
Uptime commitment.
LouieAuto commits to 99.9% uptime on production service for paid customers, measured on a rolling monthly basis.
| Measurement | Target | Current rolling 90-day |
|---|---|---|
| Production uptime | 99.9% | 99.9%+ |
| API latency (p50) | < 400ms | ~210ms |
| API latency (p95) | < 1500ms | ~820ms |
| Scheduled-maintenance notice | ≥ 72 hours | N/A (zero planned) |
Measurement scope. Uptime is measured on the core API surface (/api/* excluding maintenance-flagged endpoints) and public marketing pages. Third-party provider failures (LLM providers, FRED data feeds) are excluded from the uptime calculation — the multi-provider router is designed to fall through on single-vendor outage.
Incident response SLAs.
| Severity | Definition | Acknowledgment | Restoration target |
|---|---|---|---|
| P0 | Complete outage or data exposure | 15 minutes | 60 minutes to containment |
| P1 | Major feature unavailable, business-critical | 30 minutes | 4 hours |
| P2 | Degraded feature, non-critical | Next business day | 48 hours |
| P3 | Cosmetic or low-impact | Next release cycle | Scheduled |
Escalation path and contact tree in the data room under NDA.
Maintenance windows.
- Planned maintenance: Sundays 02:00–06:00 US Central, with ≥72 hours notice. Typically unused.
- Emergency patches: Applied without notice when security-critical; post-hoc notification within 1 hour.
- Version releases: Rolling deploys, no customer-facing downtime.
Service credits.
| Monthly uptime | Service credit |
|---|---|
| < 99.9% | 10% of monthly fee |
| < 99.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credits applied against the next month's invoice. Customer must request in writing within 30 days of the incident.
Scope & exclusions.
- Customer-side integration credentials. Integrations requiring customer-managed third-party API keys (CDK, VinSolutions, ProMax, vAuto, RouteOne) are subject to the third party's availability. LouieAuto is responsible for connector health, not underlying provider uptime.
- LLM provider outages. Multi-provider router handles single-vendor failures automatically; cumulative LLM-layer outages > 30 minutes escalate to P1.
- Force majeure: natural disasters, ISP-level outages, DDoS against upstream providers excluded.
Status & transparency.
/status — live module-level health indicators, color-coded by integration layer.
/api/health — JSON endpoint with uptime, moat freshness, memory.
/api/moat/public — nightly-refreshed macro indicators; last-refresh timestamp visible.
Incident contact.
Ops escalation: brian@louieauto.com · direct:
Security: security@louieauto.com · /.well-known/security.txt