support
How to get hold of us.
Fwozen is a small operation and this page says so rather than dressing it up. One mailbox, read by the person who wrote the code, plus documentation and a status page that between them answer most of what arrives. There is no support tier to buy, no ticket portal, and no response-time contract on any plan.
channels
Four places, in the order to try them.
support
Email support
Everything: bugs, billing, install trouble, "is this thing frozen and why".
One mailbox, read by the person who wrote the code.
docs
The documentation
Install, first freeze, schedules, exceptions, deploy gating, the REST API.
Pages still expanding say so at the top rather than reading as finished.
status
Status page
Check here first if freezes are not appearing or the dashboard will not load.
We post incidents there rather than emailing them out.
security
Security reports
A separate mailbox, watched on its own, with a 72-hour acknowledgement.
No lawyers, and credit unless you ask us not to.
write to us
[email protected] for anything about the product or your bill. [email protected] for a vulnerability. That one has its own disclosure process.
read first
The documentation and status.fwozen.com. If a freeze is not landing on pull requests, the status page and the enforcement section of the install guide are the two things that resolve it most often. Removing Fwozen has an order to it, and the wrong order leaves a branch nobody can merge to. Leaving Fwozen has the three steps.
response
What we can honestly say about response times.
Mail sent to [email protected] is usually answered within one business day, UK hours, and often much faster. That describes how we work the mailbox. It is not a commitment, and the difference matters, so here it is in plain terms.
What the plans state, and what they do not. Team carries a stated response target of two business days; Business carries a priority target of one business day. Those are the targets the Terms of Service state, and they govern how we triage the mailbox. A target is not a service level agreement: there is no guaranteed response window, no service credits, and no on-call rotation to escalate into, on any plan. If your procurement process needs a signed, credit-backed response-time commitment, that is a real requirement and we do not meet it today. Better to learn that here than in week three of an evaluation.
what to send
Five lines that turn one round trip into none.
None of it is required. Every line below is something we would otherwise have to write back and ask for, which costs a day for no reason.
- Your organisation slug, the one in the dashboard URL.
- The repository and branch, if it is about a specific freeze.
- What you expected to happen, and what happened instead.
- The freeze id or audit row, if you have one in front of you.
- A rough timestamp with a timezone. "Tuesday afternoon" is enough to find it.
Please do not paste an API key, a token, or a GitHub App private key into an email. We never need one. Everything support needs to see is visible from the organisation slug, and support access inside Fwozen is read-only impersonation that shows up in your own audit log.
billing
Billing, cancellation, and refunds.
Plans and invoices are self-serve in the dashboard, through Stripe’s billing portal: change plan, update a card, download an invoice, or cancel, without emailing anyone. The 14-day trial takes no card and does not convert into a charge. At expiry the organisation drops to Free.
If something was billed that should not have been, write to [email protected] and say so. There is no refund policy page to point you at, because the honest version is one sentence: we would rather refund you than argue about it.
agents and integrations
If the thing asking for help is a program.
The API, the OpenAPI document, the MCP server, and what an agent is and is not allowed to do on your behalf all have their own page. The agent policy also names which four moments still need a person.
everything else
Before you write, two pages that might save you the mail.
What Fwozen is, and isn’t is the scope statement: the limits chosen on purpose and the things simply not built. If you are about to ask whether Fwozen does something, that page probably already answers it, and it answers "no" more often than a marketing site usually does.
Security and permissions is the page to forward to a security reviewer: every GitHub permission, every API call Fwozen makes, what is stored, what is not, and where compliance stands.