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% | 3 hours of support credit ($350/hr value) |
| < 99.0% | 8 hours of support credit ($2,800 value) |
| < 95.0% | 15 hours of support credit ($5,250 value) or credit toward additional rooftop license |
LouieAuto is a $9,995 perpetual license — there is no monthly invoice. Service credits are applied as prepaid support hours (valued at $350/hr) or as credit toward an additional rooftop license. Customer must request credit 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 · You're reaching the builder, not a support queue.
Security: brian@louieauto.com · /.well-known/security.txt
Enterprise tier.
For multi-rooftop groups and acquirer-track deployments that require an extended pilot window, dedicated coordination, and custom lender configuration.
| Feature | Standard | Enterprise |
|---|---|---|
| Pilot / guarantee window | 30 days | 90 days — full quarter to validate ROI before any risk |
| Implementation manager | Self-serve + async support | Dedicated implementation manager, single point of contact through go-live |
| Lender matrix setup | Standard 42-lender template | Custom lender matrix built from your existing lender relationships and deal history |
| Multi-rooftop coordination | Each store self-managed | Staggered store-by-store rollout with parallel onboarding tracks — no rooftop waits for another |
| Support priority | Next-business-day (P2) | 4-hour acknowledgment on all P1/P2 incidents; direct line to builder |
| Price | $9,995 per rooftop | $9,995 per rooftop — same price, extended guarantee and white-glove onboarding included |
Enterprise agreements are available for groups of 3+ rooftops or single-store acquirer-track deployments. Source code escrow is standard in the enterprise agreement template. Ask about the data room for the full enterprise SLA annex.