Question 1

How are the plans priced?

Accepted Answer

Free is a full account with a 10-thread daily summary limit. Pro Monthly is $8 / month or $80 / year (about $6.67 / month) and lifts the limit to unlimited, adds changelog publishing, and Markdown / JSON exports. Team layers unlimited seats, a custom domain, priority support, audit log, SSO/SAML, and a dedicated success manager on top. See /pricing for the full side-by-side.

Question 2

Is there a free trial of the paid plans?

Accepted Answer

Yes — every new account starts on a 14-day Pro trial. No card required to start. When the trial ends you fall back to Free unless you upgrade; nothing is auto-charged.

Question 3

What happens when I cancel or stop paying?

Accepted Answer

You stay on Pro until the end of the period you paid for, then drop back to Free. No trial reset, no surprise charges. Cancel from Billing in your dashboard; reactivate any time and your existing workspace, sources, and exports pick up where they left off.

Question 4

Do I own the feedback and changelog data I create?

Accepted Answer

Yes — you do. Every record you submit (feedback entries, votes, changelog posts, comments, and uploads) belongs to your workspace. We license a hosting service to you; we never claim co-ownership, and we do not resell, license, or share your workspace data with third parties.

Question 5

Can I export everything I created?

Accepted Answer

At any time. From Settings → Export you can pull a ZIP of every feedback entry, comment, vote, changelog post as CSV and JSON, plus any uploaded attachments. Exported files are yours to keep, archive, or pipe into another tool — no rate limits on the export itself.

Question 6

Can I delete data on a per-record basis, or is it all-or-nothing?

Accepted Answer

Both work. A workspace owner can delete any single record (a feedback entry, a comment, a changelog post) from the row menu, or wipe the entire workspace from Settings → Danger zone. Deletions are confirmed by email and complete within five business days.

Question 7

How does cancellation work — do I lose my data?

Accepted Answer

No. Cancelling never deletes your data. Your workspace stays in a read-only state for 90 days; you can still log in, export, and reactivate. After 90 days the workspace is permanently deleted and we confirm by email. You always retain any exports you pulled before the deletion date.

Question 8

What does the CSV export on cancel include?

Accepted Answer

One ZIP per workspace: feedback entries (status, tags, votes), comments, changelog posts (titles, bodies, publish dates), subscriber lists, audit log entries since the last sweep, and any uploaded attachments at their original paths. Each CSV uses the same column order your settings panel uses, so re-importing elsewhere is straightforward.

Question 9

Can I migrate to a self-hosted replacement?

Accepted Answer

Yes. The export covers everything you need to import elsewhere, and the schema is documented at /docs/export-schema. Migration scripts for the most common community targets ship in the same download so a self-hosted cutover typically takes an afternoon.

Question 10

What support channels are available?

Accepted Answer

Free: in-app help docs, the public /feedback board, and the public Q&A. Pro Monthly: email support with a one-business-day target during weekdays. Team: priority email plus a private Slack-Connect channel and a dedicated success manager. Every tier gets 24/7 incident paging for status-affecting outages.

Question 11

What are the realistic response times?

Accepted Answer

Free tier questions on the public board are answered within two business days, usually faster. Pro email tickets target a one-business-day first reply during weekdays; Team SLA is four business hours. Critical incidents (login failures, billing, data-loss) jump the queue on every tier.

Question 12

Where do I report a security issue?

Accepted Answer

Email threadweave@polsia.app with the subject prefixed [security]. We acknowledge within one business day and run a coordinated disclosure window of 90 days; recognition for verified reports is published on request.

Question 13

How are accounts authenticated?

Accepted Answer

Accounts use better-auth with email + password and optional passkeys plus Google and GitHub OAuth. Sessions are short-lived HTTP-only cookies with rotation; no third-party trackers run on the auth surface. Passwords are hashed with argon2id at the work factor we tuned for our hardware.

Question 14

Is data encrypted at rest and in transit?

Accepted Answer

Yes. All traffic is TLS 1.3. Operational data — feedback entries, changelog posts, audit log, attachments — is stored on managed Postgres in the US region with provider-level encryption at rest plus per-row application-layer encryption on PII fields. Backups are encrypted and retained for 30 days.

Question 15

Who can see my workspace data inside ThreadWeave?

Accepted Answer

Only your team. Production access for ThreadWeave engineers requires a break-glass request, peer review, and an immutable audit-log entry; we do not read customer data for debugging without written authorization from a workspace admin. The audit log is yours to read from Settings → Audit log on Team, and on request on Pro.

Answers to the questions buyers ask first.

What it costs and what you get

Who owns the feedback and changelog data

Leaving with your data intact

Where to ask and how fast we reply

Auth, encryption, and how data is protected

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