# 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!