Learn


## Introducing Yarnmill

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## Story

How many times have you heard someone say ‘I know this from talking to users’ when debating a product decision? For teams trying to move quickly, it can be hard to really keep everyone in touch with your users, and make sure you all have the same understanding of the problems you’re solving, and how your solutions are working.

Our goal at Yarnmill is to unleash that knowledge you’ve got from talking to your users, so that everyone can be on the same page. We don’t believe that the hard part is mining for insights, the hard part is making sure everyone else on your team knows about them. It’s important that everyone can find the sections of interviews that are relevant to the discussions taking place or the decisions being made.

But researchers and product managers don’t have all day to design complicated tagging taxonomies, or to spend hours in video editing software painstakingly putting together relevant clips. When you need access to specific user insights, you need them now, and you can’t always foresee that.

Yarnmill cuts down the time required to create meaningful highlight reels from hours to minutes, meaning you can bring your customer’s voice into every conversation, even with minimal notice.

Collaboratively take notes on interviews, both live and asynchronously to get a variety of perspectives on a user interview. Seamlessly turn notes into powerful highlight reels, showing the key moments of frustration or delight. Instant global search allows you to find exactly the moment you’re looking for in seconds.

With Yarnmill, instead of saying ‘I know this from talking to users’, you can just show the users saying it themselves.

We’re committed to making Yarnmill the best user research tool on the market, so we’re looking for a group of beta testers to work with as we continue building. If you want to give it a go, sign up for the waitlist at yarnmill.co


Yarnmill 🧶 is the product of frustrated product teams, wasted time post interviews, and the pursuit of creating an ideal research process

Welcome to Yarnmill

Help docs


## Contacting Support
Our support team operates within Australian Eastern Standard business hours from 9am - 5pm however will often provide support outside of these hours.

You can reach Yarnmill Support via support@yarnmill.co

Support

This Privacy Policy applies to the collection, use, disclosure and handling of Personal Information by Yarnmill.co

Privacy policy


## Data encryption

Yarnmill utilizes industry-standard practices concerning the encryption of data when stored and while in transmission. Yarnmill also have a documented cryptography policy that outlines the requirements for encrypting data and transmissions.

## Encryption at rest
All data, including backups, is encrypted at-rest using AES-256 encryption.

## Encryption in transit
Data is encrypted while moving between us and the browser with Transport Level Security (TLS) 1.2.

## Secure Sockets Layer
Secure Sockets Layer (SSL) certificates are issued and managed through Amazon Web Services, and HTTP Strict Transport Security (HSTS) is enabled. We score an A+ rating on Qualys SSL Labs tests.

## Data retention

## Deleting data
Users can delete projects and project data within Yarnmill if they have the correct access rights. Deleted project data is kept for up to 90 days before it is permanently deleted. It can take up to 60 days for all data to be removed from backups.

## Deleting workspaces
Users can delete their entire Yarnmill workspace if they have the correct access rights. This will delete all data that you have provided to Yarnmill. It can take up to 60 days for all data to be removed from backups.

## Subscription cancellation
Following the cancellation of a Yarnmill subscription, you will have at least 30 days to download your customer data from Yarnmill. After this period, we have no obligation to maintain or provide any customer data to you. We may delete all customer data provided to us after this period.

## Free subscriptions
For Free Plans, data will be retained in the workspace until a cancellation is submitted (in accordance with Section 8.3 of our Master Subscription Agreement). Yarnmill reserves the right to, upon prior written notice to Customer, delete accounts for Free Plans (and all Customer Data contained therein) that have been inactive for more than 90 days.

## Subprocessors

To support delivery of our Services, Yarnmill may engage and use data processors with access to certain Customer Data or Personal Information (each, a “Subprocessor”). This page provides information about each Subprocessor. Please email security@yarnmill.com if you have any questions.

### Amazon Web Services aws.amazon.com
* **Location**: Seattle, United States (or Ireland where Customer elects to store certain workspace data in the EU – see further information about our data storage options
here).
* **Security certifications**: Privacy Shield, ISO27001, SOC3.
* **Data processed**: User-added content
* **Use**: Video processing, data storage
* **DPA signed**: Yes – incorporated into terms.

### Vercel vercel.com
* **Location**: Covina, United States
here).
* **Security certifications**: ISO27001, SOC2.
* **Data processed**: User-added content
* **Use**: Data storage, backups, CDN, DNS, SSL, domain management, emails.
* **DPA signed**: Yes – incorporated into terms.

### Google Cloud cloud.google.com
* **Location**: Seattle, United States (or Ireland where Customer elects to store certain workspace data in the EU – see further information about our data storage options
here).
* **Security certifications**: Privacy Shield, ISO27001, SOC3.
* **Data processed**: Anonymized content, user-added content, email address, IP address.
* **Use**: Data storage, backups, CDN, DNS, SSL, domain management, emails.
* **DPA signed**: Yes – incorporated into terms.

### Recall recall.ai
* **Location**: San Francisco, United States.
* **Security certifications**: ISO27001.
* **Data processed**: Video & audio.
* **Use**: Live streaming video.
* **DPA signed**: No

### MUX mux.com
* **Location**: San Francisco, United States.
* **Security certifications**: ISO27001.
* **Data processed**: Video.
* **Use**: Live streaming video.
* **DPA signed**: Yes – incorporated into terms.

### AssemblyAI assembly.ai
* **Location**: San Francisco, United States (or Ireland where Customer elects to store certain workspace data in the EU – see further information about our data storage options here).
* **Security certifications**: SOC2.
* **Data processed**: Audio.
* **Use**: Audio transcription.
* **DPA signed**: No.

### Stripe stripe.com
* **Location**: San Francisco, United States.
* **Security certifications**: PCI.
* **Data processed**: Billing contact name, email, address, card details.
* **Use**: Payment processing and subscription management.
* **DPA signed**: Yes – 18 December 2020.


## Data breach disclosure

Data breaches are an unfortunate reality that affect several organizations every year.

As a result, Yarnmill is committed to taking all commercially reasonable measures to secure your customer data. This is why we are overwhelmingly transparent and about our security practices to give you the confidence in our infrastructure, processes, tooling, and policies to safeguard your data.

Yarnmill has not had an identified data breach since commencing operations. In the unlikely event of a data breach, Yarnmill is prepared to take steps to limit the effects of any data breach and to assist any customers potentially affected by a data breach with meeting their obligations under law.

##D ata breach definition
Yarnmill defines a data breach as any accidental or unlawful destruction, loss, alteration or unauthorized disclosure of access to customer data.

## Notification
Yarnmill will notify customers without undue delay after becoming aware of a data breach. Customers will be contacted by email and phone (when provided), and followed by multiple periodic updates throughout each day addressing progress and impact.

## Australian Privacy Act
As an Australian-based business, Yarnmill is obligated to comply with the Australian Privacy Act. Under the Notifiable Data Breaches scheme Yarnmill must notify individuals about an eligible data breach when:

there is unauthorized access to or unauthorized disclosure of personal information, or a loss of personal information, that Yarnmill holds
this is likely to result in serious harm to one or more individuals, and
Yarnmill hasn't been able to prevent the likely risk of serious harm with remedial action
Logical separation

Yarnmill utilizes a multi-tenant architecture where all customers share the same computing resources. Logical separation of data between customers and correct access is enforced through PostgreSQL Row Level Security (RLS). Transaction-scoped configuration variables are leveraged in RLS policies to ensure the correct access permissions.

## Software development life cycle

Yarnmill maintains documented Software Development Life Cycle (SDLC) policies and procedures to guide developers in implementing and documenting application and infrastructure changes.

## Development environments
All code is deploy and tested in a staging (development) environment that is functionality equivalent to production environments. Yarnmill performs testing and quality assurance procedures in this staging environment before releasing to the production environment that is used by customers. No customer data is ever used or accessible from staging or local development environments.

## Version control
Yarnmill employs Git version control to maintain source code versions and manage the migration of source code through the development process through to release. Using a decentralized version control allows multiple developers to work simultaneously on features, bug fixes, and new releases; it also allows each developer to work on their own local code branches in a local environment. Git maintains a history of code changes, supports rollback capabilities and tracks changes to individually identifiable developers.

All code is written, tested, and saved in a local repository before being synced to the origin repository. Writing code locally decouples the developer from the production version of the Yarnmill code base and insulates Yarnmill from accidental code changes that could affect users. Any changes involving the persistence layer (database) are performed locally when developing new code, where errors or bugs can be spotted before the change is deployed to users.

## Code review
Code changes are managed and reviewed through Git pull requests. Every pull request is manually reviewed and approved by two developers before it can be merged. Automatic and integrated testing is also performed with each pull request, and all tests must pass before a code change can be merged.

Developers are trained in evaluating code for security defects as part of code review, and automatic testing is employed to test against common security defects.

## Security bugs
Security bugs represent key issues and should be resolved quickly to maintain the security, confidentiality, privacy, processing integrity, and availability of the Yarnmill service. Yarnmill has SLAs in place to enforce compliance with resolving security bugs within reasonable timelines.

Data security and privacy


This website is operated by Yarnmill Pty. Ltd. (“we”, “our” or “us”) and is available at yarnmill.co (“Site”).

Where you create an account or are invited by an account holder with a paid workspace subscription (“Customer”) to create a user account as an end user (“User Account”), these User Terms of Service (“User Terms”) apply to you. The User Terms describe your rights and responsibilities when using our online user research and customer feedback analysis, organization, collaboration, and storage tools (“Services”). If you are invited by a Customer to their workspace, you will able to use the Services in accordance with the terms of the Customer’s chosen workspace subscription.

As part of these User Terms, you agree to comply with the most recent version of our Acceptable Use Policy, which is incorporated by reference into these User Terms. If you access or use the Services, or continue accessing or using the Services after being notified of a change to the User Terms or the Acceptable Use Policy, you confirm that you have read, understand and agree to be bound by the User Terms and the Acceptable Use Policy.

## Relationship

To the extent you are invited to create an account by or on behalf of a Customer, Customer has separately agreed to our Master Subscription Agreement or entered into a written agreement with us (in either case, the “Contract”) that permitted Customer to create and configure a workspace so that you and others could join (each invitee granted access to the Services, including you, is an “Authorized User”). The Contract contains our commitment to deliver the Services to Customer, who may then invite Authorized Users to join its workspace(s). When an Authorized User (including, you) submits content or information to the Services, such as messages or files (“Customer Data”), you acknowledge and agree that the Customer Data is owned by Customer and the Contract may provide Customer with choices and control over that Customer Data.

AS BETWEEN US AND CUSTOMER, YOU AGREE THAT IT IS SOLELY CUSTOMER’S RESPONSIBILITY TO (A) INFORM YOU AND ANY AUTHORIZED USERS OF ANY RELEVANT CUSTOMER POLICIES AND PRACTICES AND ANY SETTINGS THAT MAY IMPACT THE PROCESSING OF CUSTOMER DATA; (B) OBTAIN ANY RIGHTS, PERMISSIONS OR CONSENTS FROM YOU AND ANY AUTHORIZED USERS THAT ARE NECESSARY FOR THE LAWFUL USE OF CUSTOMER DATA AND THE OPERATION OF THE SERVICES; (C) ENSURE THAT THE TRANSFER AND PROCESSING OF CUSTOMER DATA UNDER THE CONTRACT IS LAWFUL; AND (D) RESPOND TO AND RESOLVE ANY DISPUTE WITH YOU AND ANY AUTHORIZED USER RELATING TO OR BASED ON CUSTOMER DATA, THE SERVICES OR CUSTOMER’S FAILURE TO FULFILL THESE OBLIGATIONS. DOVETAIL MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, TO YOU RELATING TO THE SERVICES, WHICH ARE PROVIDED TO YOU ON AN “AS IS” AND “ AS AVAILABLE” BASIS. WE MAKE NO REPRESENTATION THAT THE SERVICES COMPLY WITH THE LAWS (INCLUDING INTELLECTUAL PROPERTY LAWS) OF ANY COUNTRY OUTSIDE AUSTRALIA AND YOU AGREE THAT YOU USE THE SERVICES AT YOUR OWN RISK AND WE ARE NOT RESPONSIBLE FOR ENSURING THAT THE SERVICES ARE COMPLIANT WITH THE LAWS, REGULATIONS OR OBLIGATIONS OF ANY PARTICULAR INDUSTRY, INCLUDING, PARTICULARLY THE HEALTHCARE INDUSTRY AND EDUCATION INDUSTRY.

## Prohibited Conduct

To the extent prohibited by applicable law, the Services are not intended for and should not be used by anyone under the age of eighteen. You represent that you are over the legal age and, to the extent you are an Authorized User, you are the intended recipient of Customer’s invitation to the Services. You may not access or use the Services for any purpose if either of the representations in the preceding sentence is not true.

You must not access or use the Services except as expressly permitted and you must not (and must not permit any other person to) use the Services in any way which is in breach of any applicable laws or which infringes any person’s rights, including intellectual property rights.

To help ensure a safe and productive work environment, all Authorized Users must comply with our Acceptable Use Policy and any applicable policies established by Customer.

## Signing up to our Site

You are required to create an account to access our Services. You may sign up through the Site, through a third party provider, such as Google or Microsoft, or by using an invitation link to our Site provided by a Customer to you. You may be required to input additional information about you in order to use the Services. You must ensure that any information you give to us when creating an account, including personal information, is accurate and up-to-date. Your account is personal and you must not share the account, or your login details, with any other person. It is your responsibility to keep your login details confidential. At our sole discretion, we may refuse to allow any person to create an account.

If you are an Authorized User and have been invited to a workspace by a Customer, you will have access to that workspace as determined and granted to you by the Customer. If you would like a different access level, you should contact the Customer.

These User Terms remain effective until your subscription terminates. If you are an Authorized User, then these User Terms remain effective until Customer’s subscription for you expires or terminates, or your access to the Services has been terminated by Customer or us. Please contact Customer if you at any time or for any reason wish to terminate your account, including due to a disagreement with any updates to these User Terms or the Acceptable Use Policy.

## Trial Workspace

You may set up or a Customer may invite you as an Authorized User to a trial workspace designed to allow evaluation of our Services and to make sure our Services are right for the Customer. Any trial period (and the features available during this period) can change at any time without notice. We have the right to terminate your account if you are found to be misusing the Services during a trial period.

## Limitation of Liability

You acknowledge and agree that you use the Site or Services at your own risk and the provision of the Site or our Services may be contingent on, or impacted by, third parties, suppliers or other subcontractors (“Third Party Inputs”), and despite anything to the contrary, to the maximum extent permitted by law, we will not be responsible and will have no liability for any event outside of our reasonable control and for any default or breach of these User Terms or any law if such default or breach was caused or contributed to by any Third Party Inputs.

If we believe that there is a violation of the Contract, User Terms, the Acceptable Use Policy, or any of our other policies that can simply be remedied by Customer’s removal of certain Customer Data or taking other action, we will, in most cases, ask Customer to take action rather than intervene. We may directly step in and take what we determine to be appropriate action (including disabling your account) if Customer does not take appropriate action or we believe there is a credible risk of harm to us, the Services, Authorized Users, or any third parties.

Despite anything to the contrary, to the maximum extent permitted by law, we will not be liable for, and you waive and release us from and against, any liability caused or contributed to by, arising from or connected with (i) your acts or omissions; (ii) any use or application of the Services by a person other than you; (iii) any works, services, goods, materials or items which do not form part of the Services, or which have not been provided by us; (iv) the Services being unavailable, or any delay in us providing our services to you, for whatever reason; and/or (v) any event outside of our reasonable control.

IN NO EVENT WILL WE HAVE ANY LIABILITY TO YOU FOR ANY LOST PROFITS OR REVENUES OR FOR ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, COVER OR PUNITIVE DAMAGES HOWEVER CAUSED, WHETHER IN CONTRACT, TORT OR UNDER ANY OTHER THEORY OF LIABILITY, AND WHETHER OR NOT THE PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. OUR MAXIMUM AGGREGATE LIABILITY TO YOU FOR ANY BREACH OF THE USER TERMS IS ONE HUNDRED DOLLARS ($100) IN THE AGGREGATE. THE FOREGOING DISCLAIMERS WILL NOT APPLY TO THE EXTENT PROHIBITED BY APPLICABLE LAW AND DO NOT LIMIT EITHER PARTY’S RIGHT TO SEEK AND OBTAIN EQUITABLE RELIEF.

## We Own Our Services

All intellectual property (including copyright) developed, adapted, modified or created by us or our personnel, including but not limited to our Services, the Site and all other materials will at all times vest, or remain vested, in us.
 Unless otherwise expressly set out in these User Terms or agreed with us, you must not breach any copyright or intellectual property rights connected with the Services. This includes but is not limited to: (i) copying or using, in whole or in part, any of our intellectual property; (ii) reproducing, retransmitting, distributing, disseminating, selling, publishing, broadcasting or circulating any of our intellectual property to any third party including on social media; (iii) attempting to discover the source code or object code or underlying structures, ideas, know how or algorithms in relation to the Services, the data or documentation; (iv) breaching any intellectual property rights connected with the Services, including (without limitation) altering or modifying any of our intellectual property; (v) causing any of our intellectual property to be framed or embedded in another website without our permission; (vi) decompiling or reverse engineering, including attempting to decompile or reverse engineer, any software in the Services; (vii) undertaking or attempting to undertake any act which would otherwise constitute an infringement of our moral rights; (viii) transferring the Services to a third party or mirroring the Services on another server; (ix) creating derivative works from the Services; (x) and using the Services for competitive analysis or to build competitive products.

## Consumer Guarantees

Certain legislation including the Australian Consumer Law (“ACL”) in the Competition and Consumer Act 2010 (Cth), and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to our provision of our services which cannot be excluded, restricted or modified (“Statutory Rights”).

To the maximum extent permitted by law, you hereby acknowledge and agree that consumer laws do not apply. If however any consumer laws (e.g., in Australia, the Competition and Consumer Act 2010 (Cth)) do apply and cannot otherwise be lawfully excluded, nothing in these User Terms will restrict, exclude or modify any statutory warranties, guarantees, rights or remedies you have, and our liability is limited (at our option) to the replacement, repair or resupply of the Services or the pro-rata refund to Customer of pre-paid fees for your subscription covering the remainder of the term.

## Survival

The sections 1, 2, 5, 6, 7, 8, 10, 11, and all of the provisions set forth in section 12 will survive any termination or expiration of the User Terms.

## Privacy Policy

Our Privacy Policystates how we collect and use personal information relating to your use of the Services.

## Indemnities

You will indemnify us and our personnel against all liability that we or any of our personnel may incur and which is caused or contributed to by, whether directly or indirectly your breach of any intellectual property rights, applicable laws, or these User Terms.

## Disputes

Each party agrees to use its best endeavors to use mediation and negotiation to resolve any dispute arising out of or relating to these User Terms, prior to resorting to an external dispute resolution process before commencing court proceedings. If the parties are unable to resolve the dispute or agree on an alternate method to resolve the dispute, the dispute may be referred by either party (by notice in writing to the other party) to arbitration in accordance with the Australian Centre for International Commercial Arbitration (“ACICA”) rules. Once a dispute has been referred to ACICA, the parties agree to be bound by the decision of ACICA. The seat of arbitration will be Sydney, Australia. The language of the arbitration will be English. The number of arbitrators shall be one. The costs of the arbitration will be shared equally between the parties. Nothing in this clause will operate to prevent a party from seeking urgent injunctive or equitable relief from a court of appropriate jurisdiction.

## General

### Severability
These User Terms will be enforced to the fullest extent permitted under applicable law. If any provision of these User Terms is held to be void, invalid, illegal or unenforceable, that provision (or that part of the provision) will be severed from these User Terms and the remaining provisions of these User Terms will remain in effect.

### Waiver
No failure or delay by either party in exercising any right under the User Terms, including the Acceptable Use Policy, will constitute a waiver of that right. No waiver under the User Terms will be effective unless made in writing and signed by an authorized representative of the party being deemed to have granted the waiver.

### Assignment
You may not assign any of your rights or delegate your obligations under these User Terms, including the Acceptable Use Policy, whether by operation of law or otherwise, without the prior written consent of us (not to be unreasonably withheld). We may assign these User Terms in their entirety (including all terms and conditions incorporated herein by reference), without your consent, to a corporate affiliate or in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of our assets.

### Changes
We may amend these User Terms at any time, by providing reasonable notice to you or by posting an updated version on this page. Any material revisions to these User Terms will become effective on the date set forth in our notice, and all other changes will become effective on the date we publish the change. If you use the Services after the effective date of any changes, that use will constitute your acceptance of the revised terms and conditions.

### Feedback
If you send us any feedback or suggestions regarding the Services, there is a chance we will use it. You agree that we may use feedback in any manner which we see fit (including to develop new features) and no benefit will be due to you as a result of any use by us of any feedback.

### Relationship
The User Terms are not intended to create a partnership, franchise, joint venture, agency, fiduciary or employment relationship between the parties.

### Jurisdiction
Your use of the Services and any dispute arising out of your use of it is subject to the laws of New South Wales and the Commonwealth of Australia. These User Terms are governed by the laws of New South Wales and the Commonwealth of Australia and subject to the exclusive jurisdiction of the courts operating in New South Wales.

### Entire
Agreement The User Terms, contain the entire agreement between the parties and supersedes all prior and contemporaneous agreements, proposals or representations, written or oral, concerning its subject matter. To the extent of any conflict or inconsistency between the provisions in these User Terms and any pages referenced in these User Terms, the terms of these User Terms will first prevail; provided, however, that if there is a conflict or inconsistency between the Contract and the User Terms, the terms of the Contract will first prevail, followed by the provisions in these User Terms, and then followed by the pages referenced in these User Terms (e.g., the Privacy Policy). Customer will be responsible for notifying Authorized Users of those conflicts or inconsistencies and until such time the terms set forth herein will be binding.

### Contact
For questions and notices, please email legal@yarnmill.co.

User Terms of Service

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Learn

Help docs

Support

Contacting Support

Table of Contents