Detection
Layers monitors production continuously. Incidents are most often detected by one of the following before a customer notices:- Synthetic checks against the Search and Browse APIs from multiple regions, running every minute.
- Error rate and latency alerting on the storefront APIs, catalog sync pipeline, and background job queues.
- Infrastructure health monitoring covering databases, caches, queues, and the edge network, with on-call paging for critical alerts.
- Error tracking that groups new exceptions and pages the on-call engineer when a new error class appears at volume.
- Customer reports through support@uselayers.com or the in-dashboard support chat.
Severity classification
Every incident is assigned a severity when it is opened. Severity drives who is involved, how quickly you hear from us, and how often we update you.
Severity can be raised or lowered as the investigation progresses. Security incidents are always opened at SEV1 until scope is confirmed.
Recovery targets
Layers operates the production platform against the following targets. They describe how we design and run the service; they are not guarantees and do not replace the terms of the SLA.
The storefront APIs are served from multiple availability zones behind a global edge network, so most infrastructure failures are absorbed without an incident being declared. The catalog mirror can be rebuilt from Shopify at any time, so catalog data is never the limiting factor in a recovery.
Communication
When an incident affects you, here is what to expect:
Updates go out on the status page first, and to your account contacts by email for SEV1 and SEV2 incidents that affect your store. If you have a dedicated Slack channel with the Layers team, updates are mirrored there.
Security incidents
If Layers confirms a security incident involving your data, we notify your account’s security contact without undue delay and in any case within 72 hours of confirmation, with the information needed to meet your own notification obligations. Notifications include what happened, what data was involved, what we have done, and what we recommend you do.Status page
Live and historical status for the storefront APIs, dashboard, and catalog sync is published at status.uselayers.com. You can subscribe to email or RSS updates from the status page.Post-incident review
Every SEV1 and SEV2 incident gets a written review covering the timeline, root cause, customer impact, and the changes we are making to prevent recurrence. Reviews are blameless and focus on systems rather than individuals. Action items are tracked to completion.Questions
For questions about incident handling or to register a security contact for your account, email support@uselayers.com.Next steps
- Service Level Agreement for uptime commitments and service credits.
- Security disclosure for reporting a vulnerability.
- Data lifecycle for backups and retention.