# Failure Modes & SLAs (/docs/paid-media/failure-modes)



Honest catalog of what can fail and how Layers handles it.

## Ad account restricted / disabled [#ad-account-restricted--disabled]

**Symptoms:** Spend stops; campaigns can't be edited; platform sends an
email.

**Layers' behavior:**

* The next metrics sync detects the restriction.
* Optimizer is paused for that ad account.
* Notification fires to Project Admins.
* Account-health badge turns red on the layer page.

**Your action:**

* Resolve with the platform (typically a policy / billing / verification
  issue).
* Once restored, campaigns auto-resume.

## SIFT outage [#sift-outage]

**Impact:** UGC discovery and metrics syncing pause.

**Layers' behavior:**

* Existing UGC continues running as ads.
* New posts aren't synced until SIFT recovers.
* No new UGC enters the eligible pool.
* Notification fires after 1h of consecutive failures.

**Your action:** Wait. SIFT outages are usually \<2h. Layers retries
automatically.

## Model provider outage [#model-provider-outage]

**Impact:** Content generation pauses.

**Layers' behavior:**

* Generation queue holds (no failures).
* Once the provider returns, queue drains automatically.
* Scheduled posts that lacked generated content miss their slot
  gracefully (skipped, not failed).

**Your action:** None unless prolonged. If >30 min, manually approve any
existing eligible content to fill upcoming slots.

## Agent loop failure [#agent-loop-failure]

**Impact:** App Machina or UGC creative generation stalls.

**Layers' behavior:**

* Stalled agents are killed and retried with backoff.
* After max retries, the workflow fails and a notification fires.

**Your action:** Look at the workflow runs panel. Re-run with adjusted
inputs. Contact support if persistent.

## Workflow processing outage [#workflow-processing-outage]

**Impact:** All scheduled commands pause.

**Layers' behavior:**

* Workflows are durable; they resume from the last completed step when
  processing recovers.
* No data loss; just delayed execution.

**Your action:** None. Layers handles this.

## CAPI silent failure [#capi-silent-failure]

**Impact:** Conversions reach `sdk_events` but don't reach Meta /
TikTok. Platform-attributed conversions diverge from SDK truth.

**Layers' behavior:**

* The relay logs failures (`meta-capi-error`, `meta-capi-failed`, and
  `capi-vault-decrypt-failed` markers).
* CAPI relay silently no-ops if `capi.enabled !== true`, `pixel_id` is
  missing, or `access_token_vault_id` cannot be decrypted — so
  misconfiguration looks like "no CAPI traffic" rather than a loud
  error.

**Your action:**

* Check the layer's CAPI config: is `enabled = true`, `pixel_id` set,
  `vault_id` resolvable?
* Regenerate the CAPI token if expired and re-paste.
* See [Pixel & CAPI troubleshooting](/docs/paid-media/pixel-capi#troubleshooting).
* The [SDK Event Ingestion & CAPI Forwarding](/docs/sdk/architecture)
  doc describes how the relay resolves CAPI config per `app_id`.

## Wallet runs out (agency mode) [#wallet-runs-out-agency-mode]

**Impact:** Agency-mode ads can no longer be funded from the Layers
wallet.

**Your action:** Top up the Org wallet. See
[Wallet & billing](/docs/paid-media/wallet-billing).

## SLAs [#slas]

Layers does not publish a standard uptime SLA. Availability targets, incident-notification windows, and RCA-delivery commitments are negotiated per agreement at contract time — email [legal@layers.com](mailto:legal@layers.com) to discuss. See also the [DPA](/docs/trust/dpa) for contractual framing.

Real-time status and incidents: [support@layers.com](mailto:support@layers.com).

## Reporting an incident [#reporting-an-incident]

* Customer-impact: file via the in-app **Support** widget.
* Security incident: [security@layers.com](mailto:security@layers.com).
* Compliance / DPO: [dpo@layers.com](mailto:dpo@layers.com).