AHMET YILMAZ
b3fff546e9
16 KiB
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 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:
- Check our Knowledge Base: Comprehensive guides and tutorials
- Visit our Community Forum: Connect with other users
- Contact Support: Email support@yourplatform.com
- Live Chat: Available through the platform
- Phone Support: +60123456789 (Mon-Fri, 9AM-6PM MYT)
We're here to help you succeed with our platform!