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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 pricing work?

We charge based on a combination of feature usage and search volume. All our plans include the first 20,000 searches per month. We only charge for completed searches and apply discounts as your search volume grows. We do not charge for bots, software updates or standard tech support.

What about searches by 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. 
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" (i.e. unique searches per user session)
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.
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. 
Do you have standard and premium Service Level Agreements (SLAs)?

Yes. Our standard SLA includes a Monthly Uptime Percentage (MUP) of 99.98%. 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%.

What are your typical response times?

Loop54 has an average query speed of 55 Queries /s and an average response time of ~80ms. 95% of responses are served under 150ms.

Do I pay for software updates?

No. Loop54 is SaaS (software-as-a-service), this means our engines our hosted in the cloud and new versions can be rolled out without any extra work or cost to our clients. To access some new features, some clients may need to implement new APIs.

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 five days, but on average it takes about 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.
What are 'related results' and how does Loop54 find them?

Once we receive your product feed we build a model of your catalogue - identifying and mapping the complex relationships 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 they do not contain the actual search term in their metadata (i.e. they would have never been found through simple text-matching search). Basically, they have nothing to do with the actual search query, but everything to do with the what products are listed as 'direct results'. Learn more.

Why are Loop54 facets/filters better than doing it ourselves?

Response times will be much faster than to filter on your end once the products are returned by the engine.

If you choose to filter on your end instead, then we would first have to return all the products in the search results and as a second step you would have to apply filters to that list of products prior to showing any results to the user. This will add unnecessary latency.

What are boost and bury rules?

Boost or bury search results or category listings based on any product attribute. For example, promotional campaign, new products, high-margin products, etc. Boost and bury rules are applied to an established list of relevant results/products - this ensures that what is boosted still matches the user's intent.

For example: <OnSale>true</OnSale> would get 25% higher value so it has a higher possibility to appear at the top of the results/listings. The opposite goes for products that you want to “bury”, which is typically used for products that are out-of-stock.

What is an API (application programming interface)?
It's like a software-to-software interface. It's how the code on your end communicates with the code in our search engine. An API is imply the rules regarding how that communication should work.