Frequently Asked Questions
Common questions and quick answers
Frequently Asked Questions
Quick answers to the most common questions.
Getting Started
How do I sign up?
Visit os.freshclouds.net and click Start Free Trial. No credit card required for 14-day trial.
What happens after trial?
Choose a plan and add payment method. Your data and configuration are preserved.
Can I import existing data?
Yes. Most modules support CSV import. For complex migrations, contact sales for Professional Services.
Is there a mobile app?
Yes! iOS and Android apps available. Full functionality for most modules.
What browsers are supported?
Chrome 100+, Firefox 100+, Safari 15+, Edge 100+. Mobile Safari/Chrome.
Account & Organization
Can I have multiple organizations?
Yes. Each organization is separate with its own subscription, users, and data. Switch via profile menu.
How do I change organization name?
Settings → Organization → General → Edit. Only Owners/Admins.
Can I change my organization's currency?
Settings → Organization → General → Currency. Affects new invoices only.
How do I delete my organization?
Settings → Organization → Danger Zone → Delete. Only Owners. Irreversible.
Can I transfer ownership?
Yes. Settings → Team → Transfer Ownership. New owner must accept.
Users & Permissions
How many users can I add?
Depends on plan: Starter (5), Professional (25), Enterprise (unlimited). Additional users billed monthly.
What's the difference between roles?
- Owner - Everything including billing, deletion
- Admin - Manage users, modules, settings (no billing)
- Manager - Module management, team oversight
- Staff - Daily operations within assigned modules
- Viewer - Read-only access
Can I create custom roles?
Professional and Enterprise plans only. Settings → Team → Roles → Create Role.
How do I suspend a user?
Settings → Team → Click user → Suspend. Preserves data, blocks access.
Can users belong to multiple organizations?
Yes. Same email can be in multiple orgs. Switch via profile menu.
Modules
How do I install a module?
Settings → Modules → Available → Install. Follow setup wizard.
Can I try a module before installing?
Some modules have demo mode. Otherwise, 14-day trial includes all modules.
How do I uninstall a module?
Settings → Modules → Installed → Disable → Uninstall. Deletes all module data.
Can I move data between modules?
Yes, via workflows, exports/imports, or API. Some direct links (e.g., Patient → Booking).
Are modules available in all regions?
Most modules globally available. Some industry-specific (EMR, LMS) have regional compliance requirements.
Billing & Payments
How is billing calculated?
Monthly or annual. Prorated for mid-cycle changes. See Plans & Pricing.
What payment methods accepted?
Cards, Bank Transfer, Mobile Money (M-Pesa, MTN, Airtel), Paystack, Flutterwave, Stripe.
Can I pay in my local currency?
Yes: ZAR, USD, EUR, GBP, NGN, KES, GHS, and more.
How do I update payment method?
Settings → Billing → Payment Methods → Add/Remove/Set Default.
What if payment fails?
14-day grace period with retries (Day 1, 3, 7, 14). Service restricted after 14 days.
Can I get a refund?
Monthly: No partial refunds. Annual: Prorated minus 20% discount. Trial: Cancel anytime free.
Where are my invoices?
Settings → Billing → Invoices. Also emailed to billing contacts.
Can I get invoices emailed to multiple people?
Yes. Settings → Billing → Billing Contacts → Add emails.
Technical
What's the uptime SLA?
Professional: 99.5%. Enterprise: 99.9%. Starter: Best effort.
Where is my data stored?
Primary: South Africa (AWS af-south-1). Backups: Cross-region. Enterprise: Choice of region.
Is my data encrypted?
Yes. AES-256 at rest, TLS 1.3 in transit. Field-level encryption for sensitive data.
How do I export my data?
Settings → Privacy → Export Data. Formats: JSON, CSV, PDF. Or API for programmatic.
What's the API rate limit?
Starter: 10k/mo. Professional: 100k/mo. Enterprise: Unlimited. 429 response when exceeded.
Can I use custom domain?
Professional: Yes (app.yourdomain.com). Enterprise: Full white-label.
How do I report a security issue?
Email security@africaos.dev. We respond within 24 hours. PGP key available.
Compliance
Are you HIPAA compliant?
Yes, with BAA. Enterprise only. Patients module includes HIPAA features.
Are you GDPR/POPIA compliant?
Yes. DPA available. Data processing addendum in Terms. Privacy controls in Settings.
Do you have SOC 2?
Yes, SOC 2 Type II annual. Report available under NDA (Enterprise).
What about ISO 27001?
Certified. Certificate available on request.
Troubleshooting
I can't log in
- Check credentials
- Try password reset
- Check MFA device
- Contact admin (may be suspended)
- Contact support
Page won't load / Error 500
- Refresh page
- Clear cache/cookies
- Try incognito/different browser
- Check status.africaos.dev
- Contact support
Data missing / Not saving
- Check internet connection
- Check permissions
- Try different browser
- Check browser console (F12)
- Contact support with details
Slow performance
- Check status page
- Try different network
- Reduce dashboard widgets
- Archive old data
- Contact support if persistent
Mobile app issues
- Update app
- Reinstall app
- Check OS version (iOS 15+, Android 10+)
- Contact support with device info