Customer Onboarding FAQs

Q1: How does onboarding work?

A: Onboarding includes:

• Initial consultation to define your needs.
• System setup and customization based on your requirements.
• Data migration from your existing systems.
• User training sessions to ensure your team is equipped to use the system effectively.

Q5: How long does onboarding take?

A: Onboarding typically takes 2-6 weeks, depending on the size of your organization and the complexity of your requirements.

Q6: What support is available during onboarding?

A: A dedicated onboarding specialist will guide you through each step, ensuring a seamless transition.

Pricing & Subscription FAQs

Q1: What are your pricing plans?

A: We offer three flexible pricing plans tailored to your needs:

• Startup Plan: $199/month for up to 10 users.
• SME Plan: $275/month for up to 20 users.
• Business Plan: $399/month with unlimited users and advanced features like ecommerce integration and custom dashboards.

Q2: Are there any additional costs?

A: Additional costs may apply for:

• Extra Users: $10/user/month for Basic and Professional plans.
• Customization: Starting at $75/hour. Contact us for further discount.
• Priority Support: $100/month for 24/7 support (included in the Enterprise Plan).
• Custom Implementation Fee: Starting at $2,500, depending on your setup requirements.

Q3: Do you offer a free trial?

A: Yes, we provide a 14-day free trial to explore the system's features risk-free.

Q4: Is there a discount for annual plans?

A: Yes, annual subscriptions receive a 10% discount compared to monthly billing.

Q5: Can I switch plans later?

A: Absolutely. You can upgrade or downgrade your plan at any time to match your business needs.

Q6: How does billing work?

A: Subscriptions are billed monthly or annually, based on your choice. Invoices are generated automatically and sent to your registered email address.

Q7: What payment methods do you accept?

A: We accept all major credit cards and bank transfers for annual plans. For other payment methods, please contact our sales team.

Q8: Are there setup fees?

A: NO

Q9: What about initial data import or data migration?

A: One time setup fees start at $2,500*. This covers system configuration, data migration, and initial training.

Q10: Can I cancel my subscription at any time?

A: Yes, you can cancel your subscription anytime. However, you will retain access until the end of your billing cycle.

Q11: What is your refund policy?

A:We offer a 30-day satisfaction guarantee. If you’re not satisfied during this period, you can request a full refund. Refunds are not available after the satisfaction guarantee period.

Q12: Are there volume-based pricing options?

A: Yes, for businesses with more than 100 users or complex requirements, we offer customized pricing plans. Contact our sales team for details.

Q13: What happens if my payment fails?

A: You will be notified immediately, and a retry will be attempted within 7 days. 

Q14: How do you handle tax on subscriptions?

A: At present we don't add any tax or VAT on the final invoice.

Q15: Do you offer discounts for non-profits or educational institutions?

A: Yes, we provide special pricing for eligible non-profits and educational institutions. Contact us to learn more.

Q16: Can I pause my subscription?

A: Currently, we do not offer a pause option. However, you can cancel and reactivate your subscription when needed.

Q17: Do you offer enterprise-level pricing for large-scale deployments?

A: Yes, our Enterprise Plan is designed for large-scale operations. For custom solutions and pricing, please reach out to our sales team.

Q18: How do I request a custom pricing quote?

A: Contact us at [info@plastic-way.com], and our team will work with you to create a tailored pricing plan.

SLA & Support FAQs

Q1: What is an SLA (Service Level Agreement)?

A: An SLA is a commitment between PlasticWAY and our customers outlining the standards of service delivery, including uptime guarantees, response times, and resolution times for technical issues.

Q2: What uptime do you guarantee?

A: We guarantee 99.9% uptime, ensuring minimal disruptions to your operations. This excludes scheduled maintenance and circumstances beyond our control (e.g., natural disasters).

Q3: What happens if the uptime guarantee is not met?

A: If we fail to meet the uptime SLA, customers may be eligible for service credits. Credits are calculated as a percentage of the monthly subscription fee based on downtime duration.

Q4: How do you define system downtime?

A: Downtime refers to instances when core system features (e.g., production management, inventory tracking) are inaccessible. Planned maintenance is not considered downtime.

For more detail SLA, refer to our SLA Policy.

Data Management and Backup FAQs

Q1: How often is my data backed up?

A: Data is automatically backed up every 12 hours, ensuring minimal risk of data loss. Backups are stored securely and retained for 30 days.

Q2: Where are backups stored?

A: Backups are stored on Amazon Web Services (AWS) in highly secure and geographically redundant data centers to ensure data availability and protection.

Q3: Can I request custom backup options?

A: Yes, we offer additional custom backup configurations, such as:

• Weekly or monthly off-site backups.
• Extended data retention periods (e.g., 90 days).
  These are available at an extra cost. Contact us for details.

Q4: What happens to my data if I cancel my subscription?

A: You will have access to your data for 30 days after cancellation. During this time, you can download your data in a standard format (e.g., CSV, Excel). After the 30-day period, data will be permanently deleted from our servers.

Q5: Can I export my data at any time?

A: Yes, you can export your data anytime through the system’s export tools. Data is available in commonly used formats like CSV and Excel for easy migration or reporting.

Q6: How secure is my data during backups?

A: We use AES-256 encryption for data backups, both at rest and in transit. This ensures your data is fully secure at all times.

Q7: What is your disaster recovery plan?

A: Our disaster recovery strategy includes:

• Real-time replication to secondary servers for redundancy.
• Regular disaster recovery drills to ensure rapid system restoration.
• Guaranteed recovery point objectives (RPOs) of 6 hours and recovery time objectives (RTOs) of 4 hours.

Q8: Who has access to my data backups?

A: Data backups are accessible only to authorized personnel following strict access control policies. Role-based permissions are enforced to ensure data privacy.

Q9: Do you support industry-specific data compliance standards?

A: Yes, our system adheres to global and industry-specific data protection regulations, including:

• GDPR: General Data Protection Regulation.
• CCPA: California Consumer Privacy Act.
• Industry-specific standards such as ISO certifications where applicable.

Q10: Can I request a backup restoration?

A: Yes, customers can request backup restoration at any time. Restoration services are included as part of the subscription for Enterprise customers or available for a nominal fee for other plans.

Cloud Infrastructure FAQs

Q1: What cloud platform do you use?

A: Our SaaS solution is hosted on Amazon Web Services (AWS), a globally recognized cloud platform known for its scalability, reliability, and robust security features.

Q2: Why did you choose AWS as your cloud provider?

A: AWS offers industry-leading services, including:

• Global infrastructure with high availability.
• Advanced security protocols.
• Scalability to handle growing customer demands.
• Compliance with major international standards like GDPR and ISO 27001.

Q3: Where are the data centers located?

A: AWS operates globally distributed data centers. Your data is stored in the region closest to your location to ensure low latency and compliance with local regulations.

Q4: Can I choose the region where my data is stored?

A: Yes, you can select a preferred AWS region for data storage during onboarding. This is particularly useful for ensuring compliance with regional data protection laws.

Q5: What uptime does your cloud infrastructure guarantee?

A: Our SLA guarantees 99.9% uptime, minimizing disruptions to your operations. AWS's robust infrastructure supports this guarantee with its highly available and redundant systems.

Q6: How is system performance optimized?

A: We use:

• Elastic Load Balancing to distribute traffic evenly across servers.
• Auto-scaling to handle increased workloads seamlessly.
• SSD storage for faster data retrieval and application performance.

Q7: Is the system mobile-friendly?

A: Yes, our solution is accessible from any device, including desktops, tablets, and smartphones, ensuring you can manage your business on the go.

Q8: How secure is the cloud infrastructure?

A: Security is our top priority. Key features include:

• Encryption: AES-256 for data at rest and TLS 1.2 for data in transit.
• Access Control: Role-based permissions and multi-factor authentication (MFA).
• Monitoring: Real-time threat detection and automatic mitigation via AWS GuardDuty.

Q9: What compliance standards does your cloud infrastructure meet?

A: AWS complies with major international standards, including:

• GDPR for data protection in the EU.
• ISO 27001 for information security management.
• HIPAA for healthcare data.
• CCPA for data privacy in California.

Extra Customization FAQs

Q1: What types of customizations do you offer?

A: We provide a wide range of customizations, including:

• Tailored workflows to fit your unique business processes.
• Custom dashboards for monitoring specific KPIs.
• Integration with third-party tools like CRMs, accounting software, and IoT devices.
• Localization for regional requirements, such as language, currency, and tax compliance.

Q2: How much do customizations cost?

A: Customization fees start at $45/hour. For larger projects, we provide a detailed quote based on the scope and complexity of your requirements.

Q3: How long does a customization project take?

A: The timeline depends on the complexity of the request. Simple customizations may take a few hours to a day, while complex workflows or integrations could take 1-4 weeks.

Q4: Can I request custom integrations with my existing tools?

A: Yes, we can integrate with most third-party tools and platforms.

Q5: Can you build a feature specific to my business needs?

A: Absolutely! If a feature is not part of the standard system, we can develop it as a custom solution.

Q6: How do I request a customization?

A: You can submit customization requests through email: info@plastic-way.com and can contact dedicated account manager.

Q7: Do customizations require downtime?

A: In most cases, customizations are implemented without disrupting your system. If downtime is required, we’ll schedule it during off-peak hours and notify you in advance.

Q8: Can I preview a customization before it goes live?

A: Yes, all customizations are tested in a staging environment. You can review and approve them before deployment.

Q9: Do you offer custom reporting features?

A: Yes, we can design tailored reports for specific metrics like:

• Production efficiency.
• Inventory turnover rates.
• Sales performance across channels.

Q10: Can I customize user roles and permissions?

A: Absolutely. We offer role-based access control (RBAC) customizations to align with your organizational structure and data access policies.

Q11: Can I customize notifications and alerts?

A: Yes, we can configure custom notifications and alerts for key events, such as:

• Low inventory levels.
• Machine downtime alerts.
• Quality control failures.

Q12: How do I ensure ongoing support for customizations?

A: Customizations are fully supported as part of your service agreement. For advanced support, Enterprise customers can access 24/7 assistance or add Priority Support to other plans.