TW

FAQs

Frequently asked questions about TW. Quick answers to common questions.

Frequently Asked Questions

Find quick answers to the most common questions about TW.

General

What is TW? TW is a comprehensive data management and financial integration platform designed to help businesses manage, analyze, and integrate their data efficiently.

Who is TW for? TW is ideal for businesses of all sizes, from startups to enterprises, that need robust data management, policy enforcement, and financial service integrations.

How secure is my data? We employ enterprise-grade security including encryption at rest and in transit, SOC 2 compliance, regular security audits, and role-based access control.

Account & Billing

How do I create an account? Visit our signup page, enter your email, and follow the registration process. You can start with a free Starter plan or begin a 14-day free trial of any paid plan.

Can I change my plan? Yes, you can upgrade or downgrade your plan at any time from your account settings. Changes take effect immediately.

What payment methods do you accept? We accept all major credit cards, wire transfers, and purchase orders for Enterprise plans.

Do you offer refunds? Yes, we offer a 30-day money-back guarantee for annual subscriptions. Monthly subscriptions are non-refundable but can be cancelled anytime.

How do I cancel my subscription? Go to Settings > Billing > Cancel Subscription. Your account will remain active until the end of your current billing period.

Technical

What are the API rate limits?

  • Starter: 10 requests/second
  • Pro: 100 requests/second
  • Enterprise: Custom limits

How do I get an API key? Navigate to Settings > API Keys > Create New Key. Store it securely as it won't be shown again.

// Using API key
const api = new TWAPI({
  apiKey: process.env.TW_API_KEY
});

Can I use TW with my existing database? Yes! We support direct connections to PostgreSQL, MySQL, MongoDB, and many other databases.

Do you support bulk operations? Yes, you can perform bulk inserts, updates, and deletes. See our API Documentation for details.

What's the maximum dataset size?

  • Starter: 100MB per dataset
  • Pro: 10GB per dataset
  • Enterprise: Unlimited

Integrations

How many integrations do you support? We support 100+ pre-built integrations and provide tools to build custom integrations.

Can I build custom integrations? Absolutely! Use our SDK and API to build custom integrations tailored to your needs.

Are webhooks supported? Yes, we support webhooks for real-time event notifications. See the Integrations guide.

How do I troubleshoot integration issues? Check our integration logs, verify credentials, and ensure endpoints are accessible. Contact support if issues persist.

Data Management

How do I import data? You can import data via:

  • File upload (CSV, JSON, Excel)
  • API calls
  • Database connections
  • Integration sync

Can I export my data? Yes, you can export data at any time in various formats including CSV, JSON, and Excel.

How is data backed up? We perform automatic daily backups with 30-day retention (Pro) or custom retention (Enterprise).

Can I recover deleted data? Yes, within 7 days for Pro plans and 30 days for Enterprise plans. Contact support for recovery assistance.

Security & Compliance

Is TW GDPR compliant? Yes, we are fully GDPR compliant and provide tools to help you meet your GDPR obligations.

Do you support SSO? Yes, SSO is available for Enterprise plans supporting SAML 2.0 and OAuth.

Can I audit user activity? Yes, comprehensive audit logs are available showing all user actions and system events.

Where is my data stored? Data is stored in your selected region (US, EU, or APAC) and never leaves that region unless explicitly configured.

Policies

What are policies? Policies are rules that govern data access, usage, and compliance across your organization.

How many policies can I create?

  • Starter: 10 policies
  • Pro: 100 policies
  • Enterprise: Unlimited

Can policies be automated? Yes, policies are automatically enforced across all operations with real-time validation.

How do I test policies? Use our policy simulator in the dashboard or via the API to test policies before activating them.

Support

What support channels are available?

  • Email support for all customers
  • Live chat for Pro and Enterprise
  • Phone support for Enterprise
  • Community forum for everyone

What's your response time?

  • Starter: Within 24-48 hours
  • Pro: Within 4 hours
  • Enterprise: Within 1 hour (critical issues)

Do you offer training? Yes, we offer self-paced online training for all users and personalized training for Enterprise customers.

Can I request new features? Absolutely! Submit feature requests through our community forum or contact your account manager.

Pricing

Is there a free plan? Yes, our Starter plan is free forever with basic features and limits.

Can I try before buying? Yes, we offer a 14-day free trial of Pro and Enterprise plans. No credit card required.

Do you offer discounts? Yes, we offer:

  • 20% discount for annual billing
  • Volume discounts for Enterprise
  • Non-profit and education discounts

Are there any hidden fees? No, our pricing is transparent with no hidden fees. You only pay for add-ons you choose.

Performance

What's your uptime guarantee?

  • Pro: 99.9% SLA
  • Enterprise: 99.99% SLA

Where are your servers located? We have data centers in multiple regions including US, EU, and APAC.

How fast is the API? Average API response time is 125ms globally, with 99th percentile under 500ms.

Mobile

Is there a mobile app? Mobile apps for iOS and Android are on our roadmap for Q3 2024.

Can I access TW on mobile browsers? Yes, our web interface is fully responsive and works on mobile browsers.

Still Have Questions?