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DimSum Service Level and Support Policy

Version 1.0 · Effective October 7, 2026 · Last updated October 7, 2026

In plain words. Support is by email, from a small team in Kansas City, on US business days. We aim to answer within one business day, and faster when you can’t work or a quantity looks wrong, but these are goals, not guarantees. DimSum runs on 64-bit Windows 11 (and Windows 10 for now). It updates itself, and critical fixes are required within 3 days. Our online services are best effort with no uptime guarantee at launch, and DimSum keeps working on your computer for 30 days even if our services are down. This summary isn’t part of the policy; the numbered sections are.

1. How this policy fits

This policy is part of the agreement described in the Planbase Terms of Service (the “Terms”). Capitalized words have the meanings in Terms section 1. It describes how we provide support and run the Services. The targets in it are goals we work toward, not guarantees, and missing one isn’t a breach of the agreement and earns no credit or refund, unless a separate signed agreement (for example an Enterprise agreement) says otherwise.

2. Definitions

  • “Business Day”: Monday to Friday, excluding US federal holidays.
  • “Business Hours”: 8:00 a.m. to 5:00 p.m. US Central Time on Business Days.
  • “Online Services”: sign-in, license check-ins, the Portal, the APIs, the update service, and DimSum Cloud when available. The Software itself runs on your computers.
  • “Severity”: how urgent a request is (section 4).
  • “Supported Version”: a version of the Software we currently support (section 7).

3. Getting help

  • Email: support@planbaseestimating.com. This is our support channel. Please include your Workspace name, your DimSum version (Settings → About / Updates), what you expected and what happened, and steps or screenshots if you can.
  • In the app: the Feedback / Bug report button, and Help → Send Diagnostics when available, which attach logs, and a job file only if you tick that box.
  • Self-help: the documentation at docs.planbaseestimating.com, also in DimSum as the Quick Guide (F1).
  • Billing and invoices: the Portal’s Billing page (Paddle), or the link on your Paddle receipt.
  • Security issues: see the Vulnerability Disclosure Policy. Privacy requests: privacy@planbaseestimating.com.

We don’t offer phone support at launch.

4. Severity and target response times

Severity What it means Target first response
1: Critical You can’t work at all (DimSum won’t open, sign-in or activation fails for everyone in a Workspace), data loss, or a suspected error in quantities or prices 4 Business Hours
2: High A major feature is broken with no workaround, or one User can’t work 1 Business Day
3: Normal A problem with a workaround, a question, or a how-to 2 Business Days
4: Low A suggestion, a cosmetic problem, or a documentation fix 5 Business Days
  • First response means a reply from a person, not an automated acknowledgment. It isn’t a promise of a fix or a fix time.
  • We set the Severity based on your description; you can ask us to change it.
  • Requests outside Business Hours are handled from the next Business Day.
  • Trials, Complimentary Licenses and Beta Features get best-effort support, without targets.
  • Suspected quantity errors are always Severity 1. If we confirm one, we aim to fix it in a Critical Update and describe it in the release notes, so you know which jobs to re-check.

5. What support covers

Covered: installing, activating and updating DimSum; sign-in, licenses, Seats and Machines; Workspace and Portal administration; DimSum Cloud and the Remote Workstation when available; bugs in Supported Versions; and how DimSum’s features work, as described in the documentation.

Not covered:

  • checking your takeoffs, quantities, prices or estimates for you, reading plans, or estimating advice (see EULA section 9);
  • engineering, code or design questions;
  • problems caused by unsupported systems or versions, changes to DimSum not made by us, other software, or your hardware, network or Windows configuration (we’ll tell you what we can);
  • building custom tools, assemblies, reports or libraries for you, or training beyond the documentation (we don’t offer paid onboarding or training at launch; an Enterprise plan includes its onboarding day, and further days can be agreed on its order form);
  • recovering files deleted or damaged outside DimSum, or computers without backups.

Your files. We look at your files only when you send them to us for support, and only to help you (Terms section 7.3). We don’t connect to your computers; if a screen share would help, we’ll arrange it with you, on a tool you control, while you watch.

6. Supported systems

6.1 Windows. DimSum runs on:

  • Windows 11, 64-bit (x64), with Microsoft’s current updates: supported.
  • Windows 10, 64-bit (x64), version 22H2, with Microsoft’s current updates: supported on a best-effort basis while Microsoft provides security updates for it and DimSum’s platform (Electron and Chromium) still runs on it, until the end of Microsoft’s extended security updates for Windows 10 that apply to the Customer or 90 days after we give notice, whichever comes first.
  • Not supported: Windows 8.1 and earlier, 32-bit Windows, and Windows on ARM (DimSum may run there under emulation, but we don’t support it). Server editions of Windows, virtual machines and remote-desktop hosts aren’t supported, except for the Remote Workstation as described in the Remote Workstation Addendum.
  • macOS and Linux: not available yet.

6.2 Hardware. We recommend a 64-bit processor with 4 or more cores, 8 GB of memory (16 GB for large plan sets), 2 GB of free disk space plus room for jobs and plans, and a 1920 × 1080 display. We’ll publish measured minimum and recommended hardware in the documentation.

6.3 Internet. An internet connection is needed to sign in, activate, check in at least every 30 days, receive Updates, and use the Online Services. Sign-in uses your web browser.

6.4 Browsers. The Portal, the documentation and the Remote Workstation’s viewer support current versions of Chrome, Edge, Firefox and Safari.

7. Updates and supported versions

7.1 Automatic updates. DimSum updates itself on the Stable or Beta channel, downloads in the background, and installs when you restart or close it (EULA section 6).

7.2 Critical Updates. A Critical Update must be installed within 3 days of DimSum first offering it; after that, DimSum installs it before it opens. Critical Updates go to every licensed copy, including copies that are read-only after a Trial or lapse, but not to a locked Workspace.

7.3 Supported Versions. Because DimSum updates itself, we support the latest Stable release and any earlier version we haven’t phased out. We decide each version’s support when it ships; a version with a large feature some customers don’t need may stay supported so they don’t have to take it.

7.4 Phasing out a version. We may phase out a version, for example one with a serious flaw. We’ll give at least 30 days’ notice in DimSum and the release notes before phasing out a version, except for a version with a security or quantity error, which we may phase out at once like a Critical Update. A phased-out version is moved to a fixed version.

7.5 Beta. The Beta channel gets pre-release versions under the Beta and Tester Agreement. Beta versions are supported best effort and may be replaced at any time.

7.6 Release notes. Each Update’s release notes are in Settings → About / Updates (What’s new) and in the Portal’s downloads page.

8. Online Services: availability and maintenance

8.1 Best effort. We work to keep the Online Services available, but at launch there’s no uptime commitment or service credit. Once we’ve measured it, we may publish a non-binding availability target (for example 99.5% a month).

8.2 Our outages don’t stop your work. DimSum checks your License against a signed file on your computer. If our Online Services are down, DimSum keeps working for up to 30 days from its last check-in, and our outage alone never locks anyone out. DimSum Cloud changes sync when the service returns.

8.3 Planned maintenance. We plan maintenance for times of low use, usually evenings or weekends US Central Time, and give at least 48 hours’ notice for planned maintenance we expect to interrupt an Online Service for more than 15 minutes, by email to Admins or in the Portal or DimSum.

8.4 Emergency maintenance. We may carry out urgent maintenance at any time, without notice, to fix a security issue or restore service, and will explain afterwards if it caused a noticeable interruption.

8.5 Status. We report incidents with a notice in the Portal and on the documentation site, and by email to Admins for incidents longer than 1 hour.

8.6 Providers. The Online Services run on our providers’ infrastructure (see Subprocessors); their outages can affect us, and we’ll work with them to restore service.

9. Your part

To help us help you: keep DimSum updated; use supported systems; keep your own backups; tell us promptly and in detail about problems; send diagnostics when asked; and keep your Workspace Admins and contact emails current.

10. Enterprise

Enterprise customers (companies with 25 or more Seats, on a signed order form) may agree different support hours, response targets, service levels and credits in a separate signed agreement.

11. Changes

We may change this policy as described in Terms section 18.2, and won’t reduce the support targets for a paid Subscription during its current term.

Planbase Estimating LLC, 3418 East 104th Street, Kansas City, MO 64137, USA. Questions: legal@planbaseestimating.com.All legal documents.