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Liulum Revenue Continuity — Service commitments
Plain-English commitments for monitoring, response, and escalation. Version 2026-07-27.
As an early-stage solo-operated service we offer clear, realistic commitments — not enterprise penalty-backed uptime promises we can't yet honour. Targets below are commitments we hold ourselves to; financial credits apply only where explicitly stated.
What each tier promises
| Tier | We commit to | We do not promise |
|---|---|---|
| Liulum Watch | Run the configured site, API, TLS, expected-content, heartbeat, and revenue-journey observations; deduplicate confirmed failures; retain evidence; and alert through the configured channels | Autonomous repair, control over third-party infrastructure, or a promise that every failure will be detected |
| Liulum Continuity | Everything in Watch plus the configured revenue paths, automation event sources, webhook delivery, outcome reconciliation, AI-assisted incident explanation, and approval-based repair proposals | Automatic infrastructure changes, unsupported provider controls, or a fix for every possible failure |
| Liulum Recover | Everything in Continuity plus eligible, pre-approved, bounded recovery playbooks on connected customer-owned infrastructure and independent verification | Payment movement, secret changes, destructive data actions, arbitrary production code, or recovery outside the written policy |
| Liulum Grid | Ten Watch-level projects, tenant-separated client access, portfolio health, shared monitoring templates, centralized incidents, and white-labelled evidence reports | Unlimited projects, automatic client billing, or permission to mix credentials or evidence between clients |
Full tier details on Pricing and How it works.
Monitoring & response targets
- Check frequency: the cadence shown on the purchased plan and configured project.
- Alert latency: target within 5 minutes of a confirmed detection.
- Recover guarded action: target first eligible action within 10 minutes of a confirmed, playbook-matched incident when access, entitlement, policy, and confidence controls all permit it.
- Human response: support email within 48 business hours; Recover managed incidents within 8 business hours; active down-path incident on an eligible managed project is best-effort immediate.
- Maintenance windows: we announce planned platform maintenance in advance via your chosen channel.
Exclusions
Targets do not apply when issues are caused by:
- Your own changes or those of your other vendors
- Expired domains/hosting/payment on your accounts
- Third-party outages (your host, CDN, DNS, payment provider)
- Force majeure
- Projects or actions outside the purchased plan and written recovery policy
- Where you are unreachable for a required approval or access
Credits
Watch, Continuity, Recover, and Grid are best-effort at launch and do not carry automatic uptime credits. If we materially miss a committed response target on a managed site, contact us — we may issue a goodwill credit at our discretion.
Credit-backed uptime SLA — coming soon
A formal contractual uptime SLA with automatic credits is on the roadmap, not live today.
Credit-backed uptime SLA
Coming soonContractual uptime credits — not goodwill-only
Not available for purchase today. Book a call to join a design-partner waitlist, or see full roadmap.
How to report an issue
- In-portal — your dashboard › report an issue (preferred; attaches your account automatically). You and our team both get email confirmation.
- Email — [email protected] with your site URL + what you're seeing (works with any inbox, including Gmail).
- Automated — for managed sites, Care often opens the incident itself before you notice and notifies you by email.
Severity & first response
| Severity | Definition | Target first response |
|---|---|---|
| P1 — Critical | Managed site fully down / checkout or core function broken / security incident | Best-effort immediate; ≤ 2 business hours acknowledged |
| P2 — High | Major feature degraded, no clean workaround | ≤ 8 business hours |
| P3 — Normal | Minor issue, question, or change request | ≤ 48 business hours |
| P4 — Low | Cosmetic / "nice to have" / scheduled | Next cycle |
Escalation ladder
- Tier 0 — Autonomous: Recover may attempt an eligible pre-approved playbook and logs every result.
- Tier 1 — Support: triage, reproduce, resolve or route ([email protected]).
- Tier 2 — Founder/engineer: Rahul Rishi for anything Tier 1 can't safely resolve, any code change, or any security event.
- Client decision point: anything that needs your approval waits in your approval inbox — we never proceed without your yes.
Incident communication
For any P1 or P2 on a managed site: initial notice → updates as status changes → a plain-English close-out (what happened, what we did, how we prevent recurrence). Every action is in your audit log.
Data, breach & abuse
- Suspected personal-data breach → handled per the DPA and DPDP Act 2023 timelines; you are notified without undue delay.
- You can request data export or deletion any time (see /privacy); honoured per documented request.
Related policies
Security overview · Product roadmap · Support · Terms · DPA · Refunds