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Frequently asked questions

Have a question? No problem.

Let us help clarify some things. If you have a question that isn't answered here, please contact us or chat with us. 

Common questions

How does Loop54's volume pricing work?
We charge based on a combination of feature usage and search volume. All our packages include up to 20,000 searches per month. We only charge for completed searches and apply discounts as your search volume grows. We also do not charge for bots and will do our best to filter them out.  
What about bots? Do I pay for them too?
No. You will not pay for those pesky bots. At the end of every month we go through your searches and filter out all known bots and spiders. We then adjust your price accordingly. Please note: we make our best attempt to catch all the bots (i.e. we update our list of know bot IPs regularly), but it is nearly impossible to spot them all. 
Can I cancel my subscription any time?
Yes, you can stop your monthly subscription any time you want. We simply request that you give us three months advanced notice.
Is there a minimum number of products we need to have?
Yes. Our algorithm builds relevance by analyzing the product catalogue and finding patterns in the metadata. Therefore, a minimum of around 500 products is required for our algorithm to work well and deliver the value we believe it should.
How are searches counted?
It's quite simple. We charge per search POST request made to our API. A search is only considered as such when the visitor has completely typed out their query and clicked "search". 
What level of tech support is provided?
You will always have a direct line to tech support. At implementation, we introduce you to a member of our tech operations team. They will work closely with you to ensure the setup goes smoothly and give you advice on UI/UX design. After launch, they will regularly monitor your engine for issues and be available over chat or phone should you have any questions. 
What is your standard Service Level Agreement (SLA)?
We offer a Monthly Uptime Percentage (MUP) of 99.8%. All critical issues are addressed by the next work day. Non-critical issues are addressed within two work days (work day: Monday-Friday, 9-18). A Premium SLA is available should you require faster response times and/or percentage discounts if MUP goes below 99.8%.
Do I pay for software updates?
No. We are 100% SaaS. This means we do not charge any fee for updates or upgrades.
Can I see my usage statistics?
Yes. Our insights dashboard will provide a complete overview of your usage in terms of the total number of searches executed per month.
What is the implementation process and how long does it take?
We've broken our implementation process into six steps. We've had customers go live in as little as two days, but on average it takes about 2-3 weeks. You can review the detailed onboarding timetable here.
Does Loop54 have libraries to help streamline implementation?
Yes. we've created libraries (with code examples) for the most common software platforms - Javascript, PHP, Java and .Net. The libraries are open source and available on our Github page.
Does Loop54 work with Google Analytics?
Yes. Google analytics tracks the URL when a search occurs (e.g. www.yoursite/search?text=query) and this will not change when using Loop54. We do not alter your sitemap or frontend in any way. 
Does Loop54 affect the front-end of my website/mobile app in any way?
No. We are just an API. We do not have any impact on your frontend. You control how search results are layed out and what information is displayed along with each result (i.e. picture, copy, etc.). We have put together a UX Design Guide to help you.
How exactly does Loop54 find related results?

Once we receive your product feed we build a model of your catalogue - identifying and mapping the complex relationship between products. Because of this mapping, we're able to generate a list of related results. These related products are similar to the direct results but distinct enough to evoke curiosity. They also have nothing to do with the actual search query, but everything to do with the products listed as direct results. Learn more.