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SaaS Product FAQ

Comprehensive FAQ template for software products covering features, pricing, and support

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Getting Started
3 questions

Start with our free tier - no credit card required. Simply sign up at app.example.com using your work email, and you'll have immediate access to core features.

šŸš€ Quick Start Steps:

  1. Sign up with work email
  2. Verify your account
  3. Complete 2-minute onboarding

āœØ Initial Setup:

  • Add team members
  • Import existing data
  • Configure basic settings

šŸ“± Access Options:

  • Web dashboard
  • Mobile app (iOS/Android)
  • Browser extension

Our platform works in any modern web browser (Chrome, Firefox, Safari, Edge) with internet connection. No downloads or installations needed for basic features.

šŸ’» Minimum Requirements:

  • Modern web browser
  • Stable internet (1+ Mbps)
  • JavaScript enabled

šŸ“± Mobile Requirements:

  • iOS 13+ or Android 8+
  • 100MB free space

šŸ” Security Requirements:

  • HTTPS enabled
  • Cookies allowed
  • Pop-ups enabled (optional)

Yes, bulk import is available for all accounts. Upload CSV files or use our API to migrate your existing data seamlessly. Our import wizard helps validate data format.

šŸ“„ Import Options:

  • CSV file upload
  • API integration
  • Manual entry

šŸ”„ Supported Formats:

  • CSV/Excel files
  • JSON data
  • API endpoints

šŸ›  Import Assistance:

  • Data validation
  • Format templates
  • Migration support
Plans & Pricing
3 questions

Choose from Free, Pro ($29/mo), and Enterprise (custom pricing) plans. Free plan includes core features, Pro adds advanced features and priority support, Enterprise for custom needs.

šŸ’« Free Plan Features:

  • Basic features
  • Up to 3 users
  • Community support

ā­ Pro Plan ($29/mo):

  • Advanced features
  • Unlimited users
  • Priority support

šŸŒŸ Enterprise (Custom):

  • Custom features
  • Dedicated support
  • SLA guarantees

Yes, upgrade or downgrade your plan instantly from your account dashboard. Upgrades are effective immediately, downgrades take effect at the end of billing cycle.

āš” Upgrade Process:

  • Instant activation
  • Prorated billing
  • No service interruption

šŸ“… Downgrade Process:

  • Ends at billing cycle
  • Data preserved
  • Settings retained

šŸ’° Billing Adjustments:

  • Prorated charges
  • Credit applied
  • Auto-renewal options

We provide a 30-day money-back guarantee for all paid plans. Cancel within 30 days of upgrade for a full refund, no questions asked.

šŸ”„ Refund Policy:

  • 30-day guarantee
  • Full refund
  • No questions asked

šŸ“ Refund Process:

  • Cancel in dashboard
  • Email confirmation
  • 3-5 days processing

ā— Exceptions:

  • Usage-based charges
  • Add-on purchases
  • Custom development
Security & Privacy
3 questions

Your data is encrypted in transit and at rest using industry-standard protocols. We maintain SOC 2 compliance and regular security audits for maximum protection.

šŸ”’ Security Measures:

  • 256-bit encryption
  • Regular backups
  • Access controls

šŸ“‹ Compliance:

  • SOC 2 Type II
  • GDPR compliant
  • CCPA compliant

šŸ›”ļø Additional Protection:

  • 2FA available
  • Activity logging
  • IP whitelisting

Export your data anytime in standard formats (CSV, JSON). All accounts include self-service export tools, with additional options for Enterprise users.

šŸ“¤ Export Options:

  • CSV download
  • JSON format
  • API access

šŸ”„ Export Features:

  • Full data export
  • Scheduled exports
  • Custom formats

āš” Enterprise Options:

  • Automated exports
  • Custom formats
  • Data retention

We guarantee 99.9% uptime for all paid plans, with real-time status monitoring at status.example.com. Enterprise plans include custom SLA options.

āš” Uptime Details:

  • 99.9% guaranteed
  • 24/7 monitoring
  • Status updates

šŸ” Monitoring:

  • Real-time status
  • Incident reports
  • Performance metrics

šŸ“Š SLA Options:

  • Standard (99.9%)
  • Enhanced (99.95%)
  • Custom Enterprise
Support & Help
3 questions

Access support through our help center, email, or live chat (Pro plan). Free users get community support, while Pro users receive priority email and chat assistance.

šŸ†˜ Support Channels:

  • Help center (24/7)
  • Email support
  • Live chat (Pro)

ā±ļø Response Times:

  • Free: 48 hours
  • Pro: 4 hours
  • Enterprise: 1 hour

šŸ“š Self-Help Resources:

  • Knowledge base
  • Video tutorials
  • Community forum

Free onboarding resources available to all users. Pro plans include group training sessions, while Enterprise plans receive custom training programs.

šŸŽ“ Training Options:

  • Self-paced guides
  • Weekly webinars
  • Custom sessions

šŸ“š Resources:

  • Video library
  • User guides
  • Best practices

šŸ‘„ Enterprise Training:

  • Custom curriculum
  • Onsite options
  • Admin training

Standard support available Monday-Friday, 9AM-5PM EST. Pro users get extended hours, Enterprise plans include 24/7 support options.

ā° Support Hours:

  • Standard: M-F, 9-5 EST
  • Pro: M-F, 8-8 EST
  • Enterprise: 24/7

šŸŒ Time Zones:

  • EST coverage
  • GMT coverage
  • APAC coverage

šŸ†˜ Emergency Support:

  • Critical issues
  • System outages
  • Security incidents
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