Support Policy

How to reach Foundry support

Foundry support is delivered by the Foundry Software LLC team. We aim to provide responsive, professional help to keep your construction business running smoothly.

• Email: support@foundrybuilders.com
• Account portal: signed-in builders can submit a request from the in-app Help menu (preferred — it auto-attaches account context)
• Status page: foundrybuilders.com/status — live platform health
• Service hours: Monday–Friday, 8:00 AM – 6:00 PM Central Time (excluding U.S. federal holidays)
• After-hours coverage: P0 incidents (full platform outage) are monitored 24/7 via automated alerting and on-call rotation

Response time targets

Foundry classifies every incoming request by severity. The targets below are the time to first human response, not time to full resolution. Resolution timelines depend on the complexity of the issue; we will keep you updated until the matter is closed.

We try to over-deliver on these targets — they are commitments, not aspirations.

What is in scope

Support covers the Foundry platform itself:

• Account, billing, and subscription issues
• Bugs, regressions, or unexpected behavior in any Foundry feature
• Help with platform features: jobs, daily logs, photos, schedule, budget & costs, change orders, RFIs, selections, invoices, financials, crew & timecards, client portal, crew portal, integrations
• Configuration assistance for QuickBooks Online and email delivery
• Data exports during your active subscription
• Security questions and reports (see the Security section below)

What is out of scope

Foundry support cannot help with:

• Issues with third-party services we integrate with — for QuickBooks Online problems, contact Intuit support; for Stripe payment-method issues, contact Stripe support. We will diagnose and tell you where the boundary is.
• General construction-industry advice, legal questions, accounting/tax interpretation, or contract drafting
• Custom development, white-label customization, or one-off scripts (these are available under a separate professional-services agreement)
• Data recovery beyond the standard 90-day post-cancellation retention window described in the Privacy Policy
• Issues caused by abuse of the platform or violation of the End-User License Agreement

How to file a great support request

The more context you give us up front, the faster we can help. Please include:

1. The email address on your Foundry account
2. The job, page, or feature you were using when the problem occurred
3. A clear description of what you expected to happen vs. what actually happened
4. Any error message — a screenshot is ideal
5. The approximate time the issue started (with your time zone)
6. The browser and operating system you are using, if the issue is visual or related to uploads

If the issue involves multiple users (e.g. a crew member can't clock in), list the affected users so we can check their accounts together.

Escalation

If you feel a request is not getting the attention it deserves, you can escalate by:

1. Replying to the existing support thread with the word "escalate" in the subject — this routes the thread to a senior responder
2. Emailing escalate@foundrybuilders.com for direct attention by the platform owner
3. For active P0 incidents, you may call the number on file in your account billing settings

Scheduled maintenance windows

Foundry performs routine maintenance — schema migrations, deploys, and infrastructure changes — in low-impact windows whenever practical:

• Standard window: Sunday, 2:00 AM – 5:00 AM Central Time (low builder activity)
• Notice: at least 48 hours of advance notice via email and in-app banner for any maintenance expected to take the platform offline
• Zero-downtime changes: routine deploys and rolling code updates happen continuously and do not require a maintenance window. Vercel handles rolling deploys so users do not see downtime
• Emergency maintenance: in rare cases (security patches, hosting-provider incidents) we may need to perform unannounced maintenance. We will post a notice on the status page and email account administrators afterward

Known limitations

We try to be upfront about what Foundry does and does not do today:

• The mobile experience is web-based (responsive HTML); native iOS and Android apps are not yet shipped
• Offline mode for daily logs and photos is on the roadmap but not yet available — uploads require an active connection
• QuickBooks Online is the only supported accounting integration today (QuickBooks Desktop is not supported)
• We do not support data residency outside the United States; all data is stored in U.S. regions
• Single sign-on (SSO/SAML) is available on enterprise plans only; talk to us if you need it

For an up-to-date list of in-flight improvements, see our public changelog.

Security & vulnerability reports

If you believe you have found a security vulnerability, please report it privately to security@foundrybuilders.com. Do not disclose the issue publicly until we have had a reasonable opportunity to investigate and remediate. We respond to security reports within 24 hours and will coordinate a disclosure timeline with you.

Do not perform vulnerability testing against production accounts that are not your own. We are happy to provide a sandbox tenant for authorized testing.

Data export and account closure

• You can export your data at any time from the in-app export tools while your account is active
• On account cancellation we retain your data for 90 days so you can export it or reactivate — see the Privacy Policy for full details
• If you need help with an export or large historical backfill, contact support and we will assist

Feedback and feature requests

We love hearing how Foundry could work better for your business. Send feature requests to feedback@foundrybuilders.com or use the in-app feedback button. Feedback is reviewed by the product team and influences the public roadmap. By submitting feedback you grant Foundry the rights described in section 6.2 of the End-User License Agreement.