SLA & response times
Availability and latency targets for ACO platform surfaces.
Targets below are measured monthly unless noted. Latency is end-to-end server processing time, excluding shopper network round-trip. Storefront decision calls are measured at the edge worker boundary.
Service targets
| Surface | Availability | p50 | p95 | p99 |
|---|---|---|---|---|
| Decision API (storefront) | 99.9% | 25ms | 80ms | 150ms |
| Console (authenticated) | 99.9% | 120ms | 400ms | 800ms |
| Catalog sync pipeline | 99.5% | — | — | — |
Pipeline rows track job completion within scheduled windows rather than request latency.
Measurement
- Availability — successful responses divided by total requests, excluding scheduled maintenance announced 48 hours in advance.
- Response time — time from request receipt to last response byte sent, aggregated per calendar month.
- Degraded mode — when upstream data is stale, the Decision API returns a cached or baseline ranking within the same latency budget instead of failing the storefront request.
Support response
Console support tickets filed through the in-app form receive an initial response within 1 business day for production-impacting issues and 3 business days for general questions.
Last updated: July 2026