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docs/user-guides/faq.md

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+# Frequently Asked Questions (FAQ)
+
+This FAQ addresses common questions about the Multi-Tenant SaaS Platform for Malaysian SMEs.
+
+## Getting Started
+
+### Account Setup
+
+**Q: How do I create an account?**
+A: Visit our registration page at [https://app.yourplatform.com/register](https://app.yourplatform.com/register) and follow the simple registration process.
+
+**Q: What information do I need to register?**
+A: You'll need:
+- Business email address
+- Business registration number (SSM)
+- Malaysian phone number
+- Basic business information
+
+**Q: Is there a free trial available?**
+A: Yes, we offer a 14-day free trial with full access to all features.
+
+**Q: Can I change my business type after registration?**
+A: Yes, you can change your business type within the first 30 days of registration.
+
+### Module Selection
+
+**Q: How do I choose the right module for my business?**
+A: Select the module that best matches your primary business activity:
+- **Retail**: Product sales, inventory management
+- **Healthcare**: Clinics, hospitals, medical services
+- **Education**: Schools, tuition centers, training institutes
+- **Logistics**: Delivery services, fleet management
+- **Beauty**: Salons, spas, beauty services
+
+**Q: Can I use multiple modules?**
+A: Yes, you can enable multiple modules if your business spans multiple industries.
+
+**Q: Can I switch modules later?**
+A: Yes, you can switch modules, but data migration may be required.
+
+### Data Import
+
+**Q: Can I import my existing data?**
+A: Yes, we support CSV imports for most data types including customers, products, and transaction history.
+
+**Q: What data formats are supported?**
+A: We support CSV, Excel, and JSON formats for data import.
+
+**Q: Is there a limit to the amount of data I can import?**
+A: Free trial accounts have import limits. Paid plans have higher or unlimited import capacity.
+
+## Technical Requirements
+
+### System Requirements
+
+**Q: What browsers are supported?**
+A: We support the latest versions of Chrome, Firefox, Safari, and Edge.
+
+**Q: Do I need to install any software?**
+A: No, our platform is cloud-based and requires no software installation.
+
+**Q: Is there a mobile app available?**
+A: Yes, we have iOS and Android apps available for download.
+
+### Internet Requirements
+
+**Q: What internet speed is required?**
+A: Minimum 5 Mbps download speed is recommended for optimal performance.
+
+**Q: Can I use the platform offline?**
+A: Limited offline functionality is available through our mobile apps.
+
+**Q: What happens if my internet connection is lost?**
+A: Data is automatically synced when your connection is restored.
+
+## Security
+
+### Data Security
+
+**Q: How is my data protected?**
+A: We use industry-standard encryption, secure data centers, and regular security audits.
+
+**Q: Where is my data stored?**
+A: Your data is stored in secure data centers within Malaysia.
+
+**Q: Is my data backed up?**
+A: Yes, we perform automated daily backups with point-in-time recovery options.
+
+**Q: Who owns my data?**
+A: You maintain full ownership of your data at all times.
+
+### Account Security
+
+**Q: How do I enable two-factor authentication (2FA)?**
+A: Go to Settings → Security → Two-Factor Authentication to enable 2FA.
+
+**Q: What happens if I forget my password?**
+A: Use the "Forgot Password" link on the login page to reset your password.
+
+**Q: Can I restrict access to certain features?**
+A: Yes, you can configure user roles and permissions to control access.
+
+**Q: How do I know if someone accessed my account?**
+A: You can view account activity logs in the Security section of your account.
+
+## Billing and Payments
+
+### Pricing and Plans
+
+**Q: How much does the platform cost?**
+A: Pricing varies based on your selected modules and business size. View our pricing page for details.
+
+**Q: Are there any hidden fees?**
+A: No, we have transparent pricing with no hidden fees.
+
+**Q: Can I change my plan at any time?**
+A: Yes, you can upgrade or downgrade your plan at any time.
+
+**Q: Do you offer discounts for annual payments?**
+A: Yes, we offer a 20% discount for annual billing.
+
+### Payment Methods
+
+**Q: What payment methods do you accept?**
+A: We accept credit/debit cards, online banking, and Malaysian e-wallets.
+
+**Q: Can I pay with Touch 'n Go or GrabPay?**
+A: Yes, we support Touch 'n Go, GrabPay, and other Malaysian payment methods.
+
+**Q: Are payments processed in MYR?**
+A: Yes, all payments are processed in Malaysian Ringgit.
+
+**Q: Is SST applied to subscription fees?**
+A: SST is applied as required by Malaysian tax regulations.
+
+### Invoicing and Receipts
+
+**Q: How do I get my invoice?**
+A: Invoices are automatically generated and available in your account dashboard.
+
+**Q: Can I get a formal receipt for tax purposes?**
+A: Yes, you can download official receipts from your account.
+
+**Q: Can I claim subscription fees as business expenses?**
+A: Yes, our platform is a legitimate business expense.
+
+## Malaysian Compliance
+
+### SST (Sales and Service Tax)
+
+**Q: Does the platform handle SST automatically?**
+A: Yes, SST is calculated automatically based on your configuration.
+
+**Q: How do I set up SST rates?**
+A: Go to Settings → Tax → SST Configuration to set up your SST rates.
+
+**Q: Can the platform generate SST-compliant invoices?**
+A: Yes, all invoices generated are SST-compliant.
+
+**Q: Do you provide SST reporting?**
+A: Yes, we provide comprehensive SST reporting for tax filing.
+
+### PDPA (Personal Data Protection Act)
+
+**Q: Is the platform PDPA-compliant?**
+A: Yes, we fully comply with Malaysian PDPA requirements.
+
+**Q: How is customer data protected under PDPA?**
+A: We implement data protection measures as required by PDPA.
+
+**Q: Can customers request data deletion?**
+A: Yes, customers can request data deletion as per PDPA requirements.
+
+**Q: Do you provide data processing agreements?**
+A: Yes, we provide DPA agreements for all business customers.
+
+### Malaysian Business Registration
+
+**Q: Do I need to provide my business registration number?**
+A: Yes, Malaysian business registration is required for account setup.
+
+**Q: Can I use the platform without SSM registration?**
+A: No, valid SSM registration is required for Malaysian businesses.
+
+**Q: How do I update my business registration details?**
+A: Go to Settings → Business Information to update your registration details.
+
+## Features and Functionality
+
+### General Features
+
+**Q: Can I customize the platform for my business?**
+A: Yes, we offer customization options for branding and workflows.
+
+**Q: Is there an API available?**
+A: Yes, we provide a comprehensive REST API for integrations.
+
+**Q: Can I integrate with other software?**
+A: Yes, we support integrations with popular business software.
+
+**Q: Is there a limit to the number of users?**
+A: User limits vary by plan. Contact sales for custom user limits.
+
+### Mobile Access
+
+**Q: Is there a mobile app available?**
+A: Yes, we have apps for both iOS and Android devices.
+
+**Q: What features are available on mobile?**
+A: Mobile apps support core features including data access, notifications, and basic operations.
+
+**Q: Can I use the platform offline on mobile?**
+A: Limited offline functionality is available with automatic sync when online.
+
+### Reporting and Analytics
+
+**Q: What types of reports are available?**
+A: We offer comprehensive reports including sales, financial, customer, and operational reports.
+
+**Q: Can I create custom reports?**
+A: Yes, you can create custom reports using our report builder.
+
+**Q: Can I export reports to Excel or PDF?**
+A: Yes, reports can be exported in multiple formats.
+
+**Q: Is real-time reporting available?**
+A: Yes, most reports update in real-time as data is entered.
+
+## Module-Specific Questions
+
+### Retail Module
+
+**Q: Can I manage multiple store locations?**
+A: Yes, the retail module supports multi-location inventory management.
+
+**Q: Does the platform integrate with barcode scanners?**
+A: Yes, we support integration with popular barcode scanners.
+
+**Q: Can I track customer loyalty points?**
+A: Yes, we have built-in loyalty program management.
+
+**Q: Does the platform support SST for retail?**
+A: Yes, SST is automatically calculated and applied to retail transactions.
+
+### Healthcare Module
+
+**Q: Is the platform KKM-compliant?**
+A: Yes, we comply with Malaysian Ministry of Health regulations.
+
+**Q: Can I manage multiple practitioners?**
+A: Yes, you can manage multiple healthcare practitioners with different roles.
+
+**Q: Does the platform support electronic health records?**
+A: Yes, we provide comprehensive EHR functionality.
+
+**Q: Can I integrate with Malaysian insurance providers?**
+A: Yes, we support integration with major Malaysian insurance companies.
+
+### Education Module
+
+**Q: Does the platform support Malaysian curriculum?**
+A: Yes, we support KSSR/KSSM curriculum standards.
+
+**Q: Can I manage multiple academic years?**
+A: Yes, you can manage multiple academic years simultaneously.
+
+**Q: Does the platform support Malaysian assessment systems?**
+A: Yes, we support UPSR, PT3, SPM, and STPM assessment systems.
+
+**Q: Can I generate Malaysian education reports?**
+A: Yes, we provide reports compliant with Malaysian education requirements.
+
+### Logistics Module
+
+**Q: Does the platform support GPS tracking?**
+A: Yes, we provide real-time GPS tracking for vehicles.
+
+**Q: Can I manage multiple delivery routes?**
+A: Yes, our route optimization supports multiple delivery routes.
+
+**Q: Does the platform integrate with PUSPAKOM?**
+A: Yes, we support PUSPAKOM compliance for vehicle inspections.
+
+**Q: Can I calculate Malaysian toll charges?**
+A: Yes, we support toll calculation for Malaysian highways.
+
+### Beauty Module
+
+**Q: Is the platform KKM-compliant for beauty services?**
+A: Yes, we comply with KKM regulations for beauty salons.
+
+**Q: Can I manage multiple therapists?**
+A: Yes, you can manage multiple beauty therapists with schedules.
+
+**Q: Does the platform support halal certification?**
+A: Yes, we support JAKIM halal certification tracking.
+
+**Q: Can I manage product inventory?**
+A: Yes, we provide inventory management for beauty products.
+
+## Integration and API
+
+### Third-Party Integrations
+
+**Q: Can I integrate with accounting software?**
+A: Yes, we support integration with popular Malaysian accounting software.
+
+**Q: Does the platform integrate with Malaysian banks?**
+A: Yes, we support integration with major Malaysian banks.
+
+**Q: Can I connect with e-commerce platforms?**
+A: Yes, we support integration with popular e-commerce platforms.
+
+**Q: Is there a Zapier integration available?**
+A: Yes, we support Zapier for connecting with thousands of other apps.
+
+### API Usage
+
+**Q: Is there an API rate limit?**
+A: Yes, API rate limits vary by plan. Contact us for custom limits.
+
+**Q: What authentication methods are supported?**
+A: We support API key authentication and OAuth 2.0.
+
+**Q: Can I access the API via mobile apps?**
+A: Yes, our mobile apps use the same API as the web platform.
+
+**Q: Is there SDK available for developers?**
+A: Yes, we provide SDKs for Python, JavaScript, and other languages.
+
+## Support and Training
+
+### Getting Help
+
+**Q: What support options are available?**
+A: We offer email support, live chat, phone support, and an extensive knowledge base.
+
+**Q: What are your support hours?**
+A: Standard support is available Monday-Friday, 9AM-6PM MYT. Premium support is available 24/7.
+
+**Q: How do I report a bug?**
+A: You can report bugs through our support portal or community forum.
+
+**Q: Is there a community forum available?**
+A: Yes, we have an active community forum for user discussions and support.
+
+### Training Resources
+
+**Q: Do you provide training for new users?**
+A: Yes, we offer comprehensive onboarding and training programs.
+
+**Q: Are there video tutorials available?**
+A: Yes, we have an extensive library of video tutorials.
+
+**Q: Do you offer certification programs?**
+A: Yes, we offer certification programs for platform administrators.
+
+**Q: Can I schedule personalized training?**
+A: Yes, we offer personalized training sessions for enterprise customers.
+
+## Troubleshooting
+
+### Common Issues
+
+**Q: I'm having trouble logging in. What should I do?**
+A: First, try resetting your password. If that doesn't work, clear your browser cache and cookies, or try a different browser.
+
+**Q: The platform is running slowly. What can I do?**
+A: Check your internet connection, clear browser cache, and ensure you're using a supported browser.
+
+**Q: I can't import my data. What's wrong?**
+A: Check that your CSV file is properly formatted and all required fields are included. Contact support if issues persist.
+
+**Q: My payment failed. What should I do?**
+A: Check your payment method details and try again. Contact support if problems continue.
+
+### Error Messages
+
+**Q: What does "Invalid credentials" mean?**
+A: This means your username or password is incorrect. Try resetting your password.
+
+**Q: What does "Connection timeout" mean?**
+A: This usually indicates internet connectivity issues. Check your connection and try again.
+
+**Q: What does "Module not available" mean?**
+A: This means the selected module is not enabled for your account. Contact support to enable it.
+
+### Performance Issues
+
+**Q: Why is the platform loading slowly?**
+A: This could be due to internet connection, browser issues, or high system load. Try the troubleshooting steps mentioned above.
+
+**Q: Can I improve platform performance?**
+A: Yes, using a modern browser, stable internet connection, and regular maintenance can improve performance.
+
+**Q: What if the platform is down?**
+A: Check our status page for system status updates. Follow us on social media for outage notifications.
+
+## Data Management
+
+### Backup and Recovery
+
+**Q: How often is my data backed up?**
+A: We perform automated daily backups with point-in-time recovery options.
+
+**Q: Can I restore data from a specific date?**
+A: Yes, you can restore data from any point within the retention period.
+
+**Q: How do I export my data?**
+A: You can export data through the Settings → Data Export section.
+
+**Q: Can I delete my account and data?**
+A: Yes, you can request account deletion, which will permanently remove your data.
+
+### Data Migration
+
+**Q: Can I migrate data from another system?**
+A: Yes, we provide data migration services for customers switching from other systems.
+
+**Q: What data can be migrated?**
+A: Most common business data types can be migrated including customers, products, transactions, and more.
+
+**Q: How long does data migration take?**
+A: Migration time varies based on data volume and complexity, typically 1-7 business days.
+
+**Q: Is there a fee for data migration?**
+A: Basic migration is included in most plans. Complex migrations may have additional fees.
+
+## Mobile App Questions
+
+### App Installation
+
+**Q: Where can I download the mobile app?**
+A: Our apps are available on the Apple App Store and Google Play Store.
+
+**Q: Is the mobile app free?**
+A: Yes, the mobile app is free for all platform users.
+
+**Q: What devices are supported?**
+A: We support iOS 12+ and Android 8+ devices.
+
+### Mobile Features
+
+**Q: What can I do on the mobile app?**
+A: You can view data, receive notifications, process transactions, and perform most basic operations.
+
+**Q: Can I work offline on mobile?**
+A: Limited offline functionality is available with automatic sync when online.
+
+**Q: Are mobile notifications available?**
+A: Yes, push notifications are available for important updates and alerts.
+
+## Future Updates
+
+### Upcoming Features
+
+**Q: What features are coming soon?**
+A: We regularly release new features. Check our roadmap for upcoming updates.
+
+**Q: Can I suggest new features?**
+A: Yes, we welcome feature suggestions through our feedback portal.
+
+**Q: How often do you release updates?**
+A: We release minor updates monthly and major updates quarterly.
+
+**Q: How do I stay informed about updates?**
+A: Subscribe to our newsletter and follow our blog for update announcements.
+
+### Beta Programs
+
+**Q: Do you have a beta program for new features?**
+A: Yes, we offer beta programs for testing new features before general release.
+
+**Q: How do I join the beta program?**
+A: Contact our support team to express interest in beta testing.
+
+**Q: Is there a discount for beta testers?**
+A: Yes, beta testers often receive special pricing and exclusive access.
+
+## Still Have Questions?
+
+If you don't find the answer to your question here, please:
+
+1. **Check our Knowledge Base**: Comprehensive guides and tutorials
+2. **Visit our Community Forum**: Connect with other users
+3. **Contact Support**: Email support@yourplatform.com
+4. **Live Chat**: Available through the platform
+5. **Phone Support**: +60123456789 (Mon-Fri, 9AM-6PM MYT)
+
+We're here to help you succeed with our platform!