FQA
Edocpos FAQs – Help & Product Functionality Center
Product & Core Functionality
Q: What is a “5th Generation Business System,” and how is it different from current accounting software?
A: It is a cloud‑based platform that unifies HR, payroll, accounting, and operational data into one environment, with built‑in Malaysian compliance rules, real‑time transactions, and AI‑assisted checks, instead of separate, siloed systems that rely on manual updates and spreadsheets.
Q: Does Edocpos handle both HR/payroll and full accounting in one platform?
A: Yes, the ecosystem is designed to cover HR, payroll, and full accounting through integrated Arkcloudant modules, so payroll data can flow directly into ledgers, reports, and tax calculations without manual re‑entry.
Q: Can Edocpos integrate with existing POS or other tools?
A: The Arkcloudant POS module is being built to support common POS hardware and to exchange data through standard APIs or import/export formats so that sales data can sync into HR, inventory, and accounting workflows.
Compliance & Local Regulations
Q: Does Edocpos handle both HR/payroll and full accounting in one platform?
A: Yes, the ecosystem is designed to cover HR, payroll, and full accounting through integrated Arkcloudant modules, so payroll data can flow directly into ledgers, reports, and tax calculations without manual re‑entry.
Q: How will Edocpos support Malaysia’s e‑Invoicing rollout?
A: The accounting module roadmap includes e‑Invoicing support aligned to the national timeline, with structured invoice formats, data validation, and connectivity designed to match LHDN requirements as they are finalized.
Automation, AI & Real-Time Features
Q: What does “AI‑driven automation” actually do inside the software?
A: AI is used to assist with data capture and checking—for example, suggesting account codes, flagging unusual payroll or transaction patterns, and highlighting items that may breach configured business or regulatory rules.
Q: How do “Non‑compliance Alerts” and “Smart Alerts” work?
A: The system continuously checks key data points (such as working hours, contribution amounts, and submission deadlines) and alerts you when records fall outside allowed thresholds or when tasks are due, so you can fix issues before penalties occur.
Q: What does “Real‑time E‑transaction” mean for data capturing?
A: It means that HR, attendance, claims, and other operational events are captured as they happen—via web or mobile entry and connected devices—so payroll, balances, and reports are always based on current data instead of monthly batch uploads.
Q: How do AI‑driven rules reduce payroll errors?
A: Payroll calculations are validated against pre‑configured rules that reflect Malaysian labour and statutory requirements, and the system can block or warn on entries that violate limits, rates, or contribution formulas.
Pricing, Packages & Onboarding
Q: What are the pricing tiers or subscription models?
A: Pricing follows a subscription model with a core package per company and scalable add‑ons based on number of employees, storage usage, and selected modules, allowing MSMEs to start small and expand as needed.
Q: How much training is required to migrate to Edocpos?
A: Most users can get productive after a short onboarding session because workflows are simplified and localised, but more complex setups may include additional training for administrators and finance teams.
Q: Is there a base package fee on top of the RM2 “Extra Employee” rate?
A: Yes, the RM2 per employee rate applies to larger plans and sits on top of a base subscription; smaller companies have entry‑level packages tailored to their headcount and feature needs.
Q: How much storage is included before RM10/GB charges apply?
A: A default storage allowance is included in the base plan, and additional storage above that threshold is charged monthly per GB so high‑document industries can scale usage transparently.
Q: Are prices inclusive of SST?
A: No, prices are listed before SST; applicable SST will be added on top of the subscription, service, or one‑off fees according to current tax rules.
Arkcloudant Modules: Availability & Roadmap
Q: When will Arkcloudant Accounting (ACC) and Inventory (IVT) be available?
A: These modules are in active development, with release targeted within the near term so that HR, payroll, inventory, and accounting can operate as a unified stack for MSMEs.
Q: What is the launch window for “Future” modules like Supply Chain and Data Exchange?
A: Supply Chain and Data Exchange are positioned on the medium‑term roadmap, following stabilization of the core HR, accounting, inventory, and POS modules, to align with 1–3 year digitalisation plans of growing businesses.
Arkcloudant Ecosystem, Integration & Hardware
Q: If user start with HR Management now, will their data sync to Accounting and POS later?
A: Yes, Arkcloudant is built around a shared data model, so HR information such as staff, payroll, and attendance can feed directly into accounting entries and POS‑linked workflows once those modules are activated.
Q: Will the upcoming POS module support user existing retail and F&B hardware?
A: The POS module is intended to support commonly used receipt printers, cash drawers, and card terminals, though specific hardware models will be validated and documented as part of the rollout.
Prosumer Tools & Data Exchange
Q: What are “Prosumer Tools” (ARKCLOUDANT PSA) and how do they use my data?
A: Prosumer Tools are planned analytics and engagement features that transform operational data—such as sales, visits, and transactions—into campaigns, loyalty actions, and forecasts to help you better target and retain customers.
Q: How secure is the Data Exchange (DEX) platform for cross‑business intelligence?
A: Data Exchange is designed so that only aggregated or consented data is used for insights, with controls to prevent exposure of identifiable or competitive details without explicit agreement.
Module Pricing Model
Q: Are modules sold as a bundle or can I pay per module?
A: The Arkcloudant suite supports a modular, pay‑as‑you‑grow approach so that you can subscribe only to the modules you need, while still benefiting from tight integration when you add more later.
Geography, Support Coverage & Languages
Q: Can you support customers outside Sabah, for example in KL or Penang?
A: Although the company is headquartered in Sandakan, the platform is cloud‑based and support is organised to serve customers across Malaysia, with options for remote onboarding and, where feasible, on‑site engagements.
Q: Are the team and co‑founders locally based?
A: The leadership team is Malaysia‑based, with an emphasis on understanding local regulations and MSME needs.
Q: Can I get support in Mandarin or Bahasa Melayu?
A: Yes, subject to availability, support can be provided in English, Bahasa Melayu, and Mandarin, matching the language options on the site.
Contact, Response Times & Channels
Q: How quickly will someone reply if I use the contact form?
A: The goal is to respond within a clear business‑hour SLA (for example, within one business day), and this target should be stated alongside the form so expectations are transparent.
Q: What are your phone support hours?
A: Support calls are handled during defined business hours on working days, and these hours should be displayed next to the phone number so users know when they can reach a live agent.
Q: Should trial users report bugs via the form or support email?
A: Urgent technical issues should go through the dedicated support email address, while general enquiries and sales questions can use the form or contact email.
Legal: Liability, Termination & Disputes
Q: What is the maximum compensation if something goes wrong?
A: The current terms cap liability at the amount paid by the customer (or a specified minimum for free users), so the platform does not indemnify against full downstream business losses.
Q: Are you responsible if an AI rule causes a compliance error and fine?
A: The service is provided “as is” under the terms, so the company does not guarantee error‑free operation or assume liability for fines; customers remain responsible for final review and submissions.
Q: Can my account be terminated without notice?
A: The terms allow the company to suspend or terminate access in certain circumstances, but customers should have a defined process to export or receive copies of their historical data.
Q: Where are legal disputes handled?
A: Disputes are governed under the laws and jurisdiction specified in the terms, currently Sabah, Malaysia, unless mutually agreed otherwise.
Data Protection, PDPA & Data Handling
Q: Where are your servers located?
A: Data may be hosted in data centres that can include locations outside a customer’s state, but the architecture should be designed to meet PDPA requirements and minimise unnecessary cross‑border exposure.
Q: Is the Privacy Policy PDPA‑compliant?
A: The policy is based on a PDPA‑aware template and should be extended to cover all required notice elements, retention rules, and user rights for Malaysian businesses.
Q: What happens to my data if I cancel?
A: Upon cancellation, there should be a defined retention window during which you can export your data, after which data is systematically deleted or anonymised according to the retention policy.
Q: Do you share our data with advertisers?
A: Public‑facing pages may use marketing cookies, but operational dashboards and business data should not be sold or shared with advertisers, and this boundary should be clearly stated.
Administrative Discrepancies & Corporate Identity
Q: Why do some legal or refund contacts use a Gmail address under a different company name?
A: This reflects historical or template‑based placeholders and should be standardised so that all official communication uses an edocpos.com or equivalent corporate domain, clarifying the relationship between entities.
Refunds, Fees & Chargebacks
Q: Can I get a refund if a bug ruins my payroll?
A: The default policy is “no refunds” for digital products, but there may be an exception if a defect is reported promptly and cannot be resolved within a reasonable time, at the company’s discretion.
Q: How is work calculated if I cancel a custom project halfway?
A: For professional services, time spent is valued at a stated hourly rate, and a timesheet or breakdown should be provided to show how the partial refund was calculated.
Q: Do I get money back for unused months on an annual plan?
A: Annual subscriptions may allow pro‑rated refunds for unused months if requested within a specified window around renewal, minus an administrative fee, while monthly plans typically do not.
Q: Are setup and onboarding fees refundable?
A: No, setup and onboarding fees are classified as non‑refundable due to the upfront effort involved.
Q: What happens if I file a chargeback with my bank?
A: Filing a chargeback without first contacting support may result in immediate account suspension and an administrative fee if the dispute is resolved in the company’s favour, as outlined in the terms.
Q: When does the RM200 reconnection fee apply?
A: This fee applies when accounts are reinstated after overdue payments or certain voluntary suspensions, to cover administrative and technical reconnection work.