Resources
Liulum Care — Service Level Agreement
Plain-English commitments for monitoring, response, and escalation. Version 2026-06-25.
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 |
|---|---|---|
| Care Basic | Monitor your site at the stated check interval; alert you when we detect downtime, SSL, or major speed issues; AI plain-English diagnosis with each alert | That your site never goes down — Basic detects and explains, it does not fix |
| Care Pro | Everything in Basic + watch your automations (Make/Zapier/n8n), domain-expiry warnings, team alerts, revenue-journey watch, pre-update risk scan, and attempt an automated, allow-listed remediation (rollback, redeploy, restart, clear cache) on managed sites; notify you of every action | A fix for every possible failure; issues outside our playbooks or needing your hosting/3rd-party action |
| Care Max | Everything in Pro + AI security fixes (propose-and-PR, monthly cap), build requested changes in a preview, deploy only on your approval, white-label reports, priority response | Unlimited changes or security fixes; changes outside the scoped, approved request |
Full tier details on Pricing and How it works.
Monitoring & response targets
- Check frequency: Basic/Pro probe at the interval shown on your plan (target: every few minutes).
- Alert latency: target within 5 minutes of a confirmed detection.
- Pro auto-remediation: target first automated action within 10 minutes of a confirmed, playbook-matched incident on a managed site.
- Human response: support email 48 business hours; Care Max / managed clients: 8 business hours; active down-site incident on a managed site: 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
- Sites/actions outside the purchased tier (e.g., asking Heal to change code)
- Where you are unreachable for a required approval or access
Credits
Basic, Pro, and Max 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 — hello@liulum.com 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: Care attempts an allow-listed fix (managed sites) and logs it.
- Tier 1 — Support: triage, reproduce, resolve or route (hello@liulum.com).
- 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