Service level statement

1. The short version

We run LumberSet on a best-effort basis. We watch it, we fix it when it breaks, and we tell you what is going on. We do not guarantee a percentage of uptime, and we would rather say that plainly than print a number we cannot stand behind.

2. Availability

The service is intended to be available around the clock. Planned maintenance that will take the service down is announced by email to workspace owners in advance where we can. Unplanned outages happen; when they do, we work on them until the service is back.

3. Status

Status is by email. During an incident we email the owners of affected workspaces with what we know and when to expect the next update. To ask whether something is down, write to hello@lumberset.com with "Status" in the subject.

4. Support

Support is by email, by ticket from the contact page or from inside the application, and by call request. A person reads every message and answers in the order received. We do not publish support hours or response times, because a small team that promised them would sometimes break the promise.

5. Takeoff turnaround

How long a takeoff takes depends on the plan set (how many sheets, how complete the framing information is) and on your review mode (whether takeoffs wait for review before release). Hours rather than days is the goal, not a guarantee. Nothing is billed until a takeoff is released to you.

6. Your work during an outage

Uploaded drawings are kept in object storage and released takeoffs in our database, which is backed up nightly. A takeoff is billed only when it is released to you, so a run that an outage interrupts costs you nothing.

7. Service credits

We do not offer automatic credits for downtime. If an outage cost your business something real, write to us and tell us; we will look at it in good faith.

8. Changes

We may update this statement as the service grows. It forms part of our terms of service.