Service Level Statement

This is a service level statement, not a remedy-backed service level agreement. It describes our targets and our actual practice; it is not a warranty of availability. For a contractual SLA with availability commitments and remedies, see enterprise or private deployment.

1. Availability target

Our monthly availability target for paid plans is 99.5% (roughly no more than 3.6 hours of downtime a month), excluding planned maintenance. The free plan has no availability target.

Available means: the site loads and models that have finished converting can be viewed. A single model failing to convert because of problems in the file itself is not counted as downtime.

2. Releases and planned maintenance

• Routine releases switch over in seconds and are usually unnoticeable; we do not announce them individually.
• A conversion already running when we release is not interrupted — it finishes first.
• Maintenance that needs real downtime is scheduled in quiet hours and announced in the product beforehand.
• Everything we ship is recorded in the changelog.

3. What to expect from conversion times

Uploads are converted from a queue. How long it takes depends mainly on how many elements carry geometry, not on file size — a 30 MB model full of bolts can take far longer than a 300 MB one. Most models finish within minutes; models with very high element counts can take tens of minutes. We email you when it is done, so you can close the page.

We do not commit to a conversion time for any individual model. If one appears stuck, tell us and we will look.

4. Backups

• A full database backup is taken daily and 14 days are kept.
• Backups exist for disaster recovery, not as an undelete service — we cannot guarantee recovery of something you deleted yourself. Keep your own copy of anything important.
• You can download the original files you uploaded at any time.

5. Incidents and support response

• Site-wide outages: we monitor automatically and start work as soon as one is detected, without waiting for a report.
• Paid plans: first response within one business day.
• Free plan: best effort, no response time target.
• If you need round-the-clock cover, a dedicated escalation path or committed fix times, see enterprise or private deployment.

6. What falls outside this

• Problems caused by your network, browser or device, or by unsupported browser versions.
• Conversion failures or odd results caused by the model file itself.
• Failures of upstream cloud providers, the underlying network or DNS.
• Force majeure, and interruptions required to comply with law or regulators.
• Periods during which your access is suspended for breaching the Terms of Service.

7. If you need more than this

If your project requires availability, response times, data residency and upgrade windows to be written into a contract, the public cloud version is the wrong fit — those commitments need dedicated resources and staffed cover. See enterprise and private deployment; we will go through them point by point.