These Terms of Service (the "Terms") are a legal agreement between you and LTC Labs LLC ("we", "us", "TimberSwitch") for use of the TimberSwitch phone system at www.timberswitch.com ("the Service"). By creating an account or using the Service you agree to these Terms.
1. The Service
TimberSwitch is a multi-tenant cloud phone system. We provide phone numbers, inbound and outbound voice routing, IVR menus, voicemail with optional transcription, SMS where supported, and a browser-based softphone, all operated on top of carrier services (currently Telnyx).
2. Your account
- You must be at least 18 years old and able to enter a binding agreement.
- You are responsible for the security of your sign-in credentials and for all activity under your account, including activity by team members you invite.
- You will provide accurate, current information at sign-up and keep it accurate (especially billing and the service address used for E911 — see our 911 notice).
3. Acceptable use
You agree not to use the Service to:
- Place calls or send messages in violation of the Telephone Consumer Protection Act (TCPA), CAN-SPAM, applicable state telemarketing laws, or any equivalent law in another jurisdiction.
- Make calls or send SMS to lists you do not have proven consent for, or in ways that could trigger STIR/SHAKEN attestation downgrades, carrier blocks, or 10DLC violations.
- Conduct fraudulent, harassing, threatening, defamatory, or knowingly false communications.
- Use auto-dialers, predictive dialers, or call generators in ways that violate carrier rules.
- Attempt to spoof caller-ID for the purpose of harming, defrauding, or wrongfully obtaining anything of value (in violation of the Truth in Caller ID Act).
- Probe, scan, or attempt to compromise the Service or our infrastructure.
We may suspend or terminate accounts engaged in any of the above without prior notice. Carriers may also terminate routes for the same reasons; in such cases we are bound by the carrier's decision.
4. Call recording
Some U.S. states (and many countries) require all-party consent before recording a call. If you enable recording for a number, extension, or call queue, you are responsible for obtaining the legally-required consent from every party. We provide tools to play a recording announcement; using them is your choice and your responsibility.
5. Voicemail and transcripts
Voicemail recordings are stored in encrypted object storage. Transcripts, when enabled, are generated by a third-party transcription provider (currently OpenAI Whisper). The audio is uploaded to that provider over TLS, processed, and the resulting text is stored alongside the recording. We retain recordings for 365 days by default (configurable per-workspace, on Pro and higher) and delete them automatically after expiry.
6. Pricing, trials, and payment
- New accounts start with a 14-day Pro trial. No credit card is required to start the trial. If you do not upgrade by the end of the trial, your workspace falls back to the Free tier automatically.
- Paid plans are billed monthly via Stripe. Prices are listed at /#pricing and may change with 30 days' notice.
- You can cancel any time from /billing. Cancellation stops future charges and downgrades you to Free at the end of the current billing period.
- Per-minute and per-message overage charges (if applicable) are billed in arrears against the payment method on file.
- Disputed charges should be raised within 60 days. We do not refund partial months.
7. Number ownership and porting
Numbers provisioned through TimberSwitch are leased from our carrier on your behalf. While your account is in good standing, the numbers are yours to use, transfer, and port out. If your account becomes inactive on the Free tier for more than 60 days, the number may be released back to the carrier pool — we'll email you 7 days before that happens. Ported-in numbers are yours; if you cancel, we'll cooperate with a port-out to your new provider. We charge no port-out fee.
8. 911 and emergency calling
Read this carefully. See our E911 notice for the full text. Summary: VoIP 911 has limitations a traditional landline does not. You must register your service address with us so emergency dispatchers know where to send help. If your internet or power is out, your TimberSwitch line cannot reach 911.
9. Intellectual property
We own the Service software, branding, and documentation. You own your content, recordings, voicemail audio, transcripts, contact lists, and other data ("Customer Content"). You grant us a non-exclusive license to host, transmit, and back up Customer Content solely to operate the Service for you.
10. Privacy
See our Privacy Policy.
11. Service levels and downtime
We aim for 99.9% monthly uptime but do not commit to a contractual SLA at this time. Carriers, internet routes, and third-party services occasionally fail; we'll do our best to communicate material outages on our status page.
12. Disclaimers
The Service is provided "as is" without warranty of merchantability, fitness for a particular purpose, or non-infringement. We do not guarantee call completion, voicemail delivery, or transcript accuracy. To the maximum extent permitted by law, our total liability under these Terms is capped at the fees you paid us in the prior 12 months. We are not liable for indirect, consequential, incidental, or punitive damages.
13. Termination
You may cancel any time. We may terminate your account for breach of these Terms, non-payment (after a 7-day grace period and notice), or if a carrier instructs us to. On termination, voicemail recordings and call detail records are deleted after a 30-day grace period; export them before then if you need a copy.
14. Changes to these Terms
We may update these Terms. Material changes will be announced via email or in-product banner at least 14 days before they take effect. Continued use after the effective date constitutes acceptance.
15. Governing law and disputes
These Terms are governed by the laws of the State of Illinois, without regard to conflict-of-laws rules. Disputes will be resolved in the state or federal courts located in Sangamon County, Illinois, and both parties consent to that venue. Class actions and class arbitration are waived to the extent permitted by law.
16. Contact
LTC Labs LLC · TimberSwitch
Email: [email protected]
Mail address available on request.