Frequently Asked Questions

General

How fast is your system?

As fast as you need it to be. Our system scales linearly, like checkout lanes at a grocery store. If you need more done in a timely manner, we will scale up the number of "lanes" until your job is completed. 1-off testing and access to prior test results are available by request.

What is the speed of delivery?

That is dependent on message length, but for average length (~200 character) messages, around a tenth of a second.

Where can I see all of the handwriting options?

You can see (and play with) each of the different handwritings in our public handwriting catalog.

How many hours will it take to implement?

That depends on your technology stack, but it generally only takes a few hours of development time to integrate.

Where can I get tokens and find documentation for the API?

We've taken special care to make sure you have everything you need for a successful integration. Our documentation can be found on our website at handwriting.io.

What colors are available?

For PDF renders, you have the entire CMYK colorspace and for PNG renders, we support 24bit RGB color.

What languages are available?

Our handwriting engine supports the entire unicode character set; however, our current public handwriting catalog only supports a subset of latin1 characters. Future handwriting styles will extend support for different character sets.

What is the format of the image I receive from the API?

We currently support PNG as the raster format (for digital products) and PDF as the vector format (for printed products). The internal system is 100% vector so we can provide a variety of vector or raster formats on a 1-off basis.

Do I need to integrate with the API multiple times for each one of our customers?

No, any piece of software only needs to be integrated once with our API. From there, you can assign different tokens to your customers to help segment out the billing, but that is entirely optional.

What kind of support do you provide to our team?

We have 24 hour technical support for all Enterprise partners. You can also contact us anytime.

Where can I track usage?

Usage can be tracked within your account dashboard. Detailed usage reports are also available by email request.

What printers work the best with your technology?

Customers have reported great results with the following...

I’ve downloaded tokens, now what?

After signing up for an account, you will receive an email with links for our documentation and Quick Start Guide. If you run into any issues while integrating, please do not hesitate to contact us!

Where can I find examples of customers using Handwriting.io?

Check out our case study section on the website. This will give you a good idea of how partners are leveraging our technology. Need inspiration? Please reach out to us!

How do I set the resolution? (Pixels Per Inch "PPI" or Dots Per Inch "DPI")

Our API for PNG images lets you specify the image dimension in pixels, not inches, so it is resolution agnostic.

If you are targeting a certain resolution and size you can multiply out the resolution.

Size in inches * pixels per inch = size in pixels
E.g. If you want a 5" x 7" image at 300 PPI you should request a 1500x2100 pixel image.

For higher resolution purposes, such as printing, our API can produce PDF files with resolution independent vector graphics.

Security

Where does your systems run and how to you keep it up and running?

Our API web server front-ends and back-ends all run on third-party cloud platforms.

We’ve built a highly reliable architecture in the cloud to provide the highest level of service. We have fully redundant systems, as well as failure procedures and backup policies to ensure any component failure will not cause a loss of accessibility to our API.

We practice continuous deployment with no downtime. In order to continually improve our API, we’ve built our systems to be able to deploy anything from documentation updates to bug fixes to entirely new features without any planned downtime.

We utilize an army of third-party services to keep us up to date with what’s happening on our API. We have a 24/7/365 incident response team that is ready in the event of a serious failure. We continuously monitor our system's scalability, security, and availability.

How is data exchanged?

All data exchanged with our systems is sent over secure (TLS) connections. We strictly enforce HTTPS for all communications.

What personally-identifiable data do you store?

The only personally-identifiable data we store within our systems is your email address and your first and last name (if you provide it to us). Please Contact Us for more information.

What data do you log?

We record each and every HTTP call that is made to our API within our auditlog. We store all relevant information contained in the HTTP request, including an encrypted copy of the text you rendered.

This is the only place your text is stored. It is filtered out of all our logging and alerting systems.

The text you render is encrypted at rest using AES-256.

Why do you store the text I render on your system?

This information is stored to protect ourselves and our product. We primarily use this data for billing purposes and to protect ourselves against billing and usage disagreements. Storing this data also means we can ensure you are being billed accurately and fairly.

The encrypted text we store is only decrypted in the event of a billing dispute where we need to provide verification of your usage. If this does occur, only data from the account in question will be analyzed. No other accounts' data will be decrypted.

For what length of time is log data retained?

All API calls that we store in our auditlog are retained for 90 days. Backups are retained for 90 days as well. We continue to store analytical data (for example, characters rendered/account/month) for 3 years. This analytical data does not include your encrypted render text.

Is my data available to Handwriting.io employees?

Due to the architecture of our systems, it is possible for a Handwriting.io employee to access data in our auditlog. Access is restricted to Operations and Development team members. Handwriting.io employees will never have access to your login or payment information, as this is stored by third-party services.

How do you protect the data you store?

At Handwriting.io, we run weekly vulnerability scans against our website to ensure we are protected against serious threats, including the OWASP Top 10 Most Critical Web Application Security Risks, which has become the industry standard for categorizing the most critical risks faced by web applications.

We use modern web frameworks and the follow best practices of these frameworks. We are continuously updating our code and apply patches and updates to our servers on a regular basis.

We monitor logins and restrict access when malicious attempts are made. We also rate-limit calls to our API based on API token and IP address. This is to ensure our system is never overloaded by a malicious or rogue user.

What should I do if I find a security problem?

We want to hear from you! If you ever find a security problem with our systems, please contact us at support@handwriting.io. We treat these reports as our highest priority.

Where can I find more information regarding Handwriting.io's security policies?

You can read our Security Policy here.

Billing

Where is my payment information stored?

When you provide us with your payment information, it is encrypted and transferred securely over HTTPS to our billing service provider, Chargify, who stores your payment information with our payment service provider, Stripe. We never store your payment information on our servers.

Is my payment information secure?

Yes! Both Stripe and Chargify are Level 1 PCI Compliant, which is the highest level of certification provided by the Payment Card Industry Security Standards Council. See Stripe’s Security Document and Chargify’s Security Document for more information.

How will I be billed?

You will be billed on a monthly or annual basis, depending on the terms of your subscription. You will be charged the recurring amount based on your subscription at the beginning of every billing cycle. At the end of every billing cycle, you may be charged for any overages you have accrued throughout the billing cycle, if applicable.

How do you calculate overages?

We calculate overages based on your subscription plan allocation. We only calculate usage that was created by a "Live" (un-watermarked) token and update your usage on an hourly basis. For complete transparency during this process, we provide you with your current billing cycle's usage on your account dashboard. At the end of your billing cycle, these overages will be calculated and charged to your account.

How do I upgrade to a higher plan?

Easy! Just Contact Us and let us know to which plan you'd like to upgrade. If you already went over your plan's included allocation, no need to worry. Your usage will be carried over to your new plan and will only be charged overages based on the terms of your new plan.

I want to cancel my subscription, how do I do this?

Goodbyes are never easy, and although we'd be very sad to see you go, we understand. Contact Us and we'll process your subscription cancellation. We are only able to cancel your subscription at the end of your billing period and are unable to process refunds for the usage you've already accrued. You will still be responsible for any overages during your billing period.