Trust Center
The short version of how we run Fiwano. The binding terms are in the documents below.
Uptime SLA
Fiwano is built for 99.99% availability, and we commit to 99.9% monthly uptime in our Terms (§8.1).
If we fall short, every paid subscription gets free days. Short outages count toward the total too, and you can claim as soon as a threshold is passed — no waiting for the month to end:
| Downtime in a month | Free days |
|---|---|
| More than 43 minutes | 3 days |
| More than 4 hours | 7 days |
| More than 8 hours | 15 days |
| More than 24 hours | 30 days — a month free |
Downtime is what our external monitoring records, the same figures published at status.fiwano.com along with live status, 90-day uptime and every past incident. Planned maintenance is excluded only when announced there at least 72 hours ahead. Subscribe to incident updates in any feed reader via its Atom feed.
API stability
Changes to the v1 API are only additive — new endpoints, optional fields and new event types — so an existing integration keeps working. A breaking change would ship as a new API version alongside v1, announced in advance (compatibility policy).
Support
Open a ticket in your dashboard, or email support@fiwano.com from your account address. We respond to every request within 24 hours and aim to respond within 1–2 hours (Terms §8.2). The status and full history of each ticket are in your account.
Partnerships, privacy and legal requests: contact@fiwano.com.
Security
Messages are relayed in real time; delivered message content is not stored, and inbound media files are deleted after 60 minutes. Meta access tokens, webhook retry payloads and media are encrypted at rest, and all traffic uses TLS.
Every webhook is signed so your endpoint can verify it came from Fiwano. API keys and passwords are stored only as hashes.
Found a vulnerability? Email contact@fiwano.com. We acknowledge reports within 72 hours and keep you updated until the fix ships. Please don't access other customers' data, disrupt the service or disclose the issue publicly before it is fixed; good-faith research that follows these rules won't face legal action from us.
Privacy & compliance
Production servers are in the European Union. Our Data Processing Agreement is part of the Terms of Service, with EU Standard Contractual Clauses for international transfers — there is nothing extra to sign. We notify affected customers of a personal data breach within 72 hours of confirming it.
Fiwano is a verified Meta Tech Provider and uses only the official Meta APIs.
Payments are handled by Paddle, the merchant of record used by thousands of software companies worldwide. Paddle runs checkout, sales tax and invoicing, so we never see your card details.