FAQs

Top 10 FAQs		Document Format
What is the buying process? Make payment Download the files You will be sent 2 emails. The first contains a link to the download files. The second is a sales receipt. What about security? 100% Secure Safety is our #1 priority. We guarantee our website and payment processing is 100% secure. You can use the VeriSign Identity Protection (VIP) Network which offers an extra layer of security when you log in to PayPal with your PayPal Security Key. Learn about PayPal's buyer protection. What format are the templates? All of the templates are supplied in Word or Excel format and can be easily modified to suit your specific requirements. The guidance documents are supplied as PDFs. Do the templates use styles and headings? Yes, the templates use commonly formatted body text and heading styles which are easily modified to suit your requirements. Do you provide ongoing support? Yes, we provide ongoing technical support and can also advise on questions regarding the templates and their application. Are the headings linked to the table of contents (TOC)? Yes, the table of contents (TOC) is auto formatted to align with headings 1,2, etc. If I purchase a quality manual template, will I need to buy any of your other ISO 9001 templates? No you will have everything that you need. Are the templates 'universally acceptable'? Yes, our templates are purchased and used Worldwide. ISO 9001 is an international standard and this is reflected in our templates. How should I assign document numbers and their sequence? We use the same numbering sequence as ISO 9001 in our quality manual templates. You are free to replace these with a system that works best for your staff and for the business - as long as the system is logical, documented and communicated, it should be more than adequate. Do the quality manual packages include everything I need to prepare for ISO certification? Yes, the quality manual packages contain everything required to achieve ISO 9001 certification.		What format are the templates? All of the templates are supplied as MS Word, Excel or PDF formats, you can edit and modify to suit your company. Compatible with Google Docs, Open Office etc. Do the templates use styles and headings? Yes, the templates use styles for text and headlines, allowing you to easily and quickly adjust the formatting. Are the headings linked to the table of contents (TOC)? Yes, the table of contents (TOC) is auto formatted to align with headings 1,2, etc. How should I assign document numbers and their sequence? We use the same numbering sequence as ISO 9001 in our quality manual templates. You are free to replace these with a system that works best for your staff and for the business - as long as the system is logical, documented and communicated, it should be more than adequate.
		Downloading and Delivery
		What is the buying process? Make payment Download the files You will be sent 2 emails. The first contains a link to the download files. The second is a sales receipt. Unzip the files to your computer https://www.winzip.com/en/learn/file-formats/zip/ How do I download? Click on the link in the 'Order' email Download the files Unzip the files to your computer https://www.winzip.com/en/learn/file-formats/zip/ What about security? 100% Secure Safety is our #1 priority. We guarantee our website and payment processing is 100% secure. You can use the VeriSign Identity Protection (VIP) Network which offers an extra layer of security when you log in to PayPal with your PayPal Security Key. Learn about PayPal's buyer protection. How do I download the product? After payment you will be taken to the download page You will receive an 'Order' email with a link to the download Click on the link in the 'Order' email to the download page Download the files Unzip the files to your computer https://www.winzip.com/en/learn/file-formats/zip/ Can I download the product immediately and start using it? Yes. Do I need to sign-in to download? No. Do you deliver the product by CD, DVD or USB? No. We stopped delivering our products physically by mail in 2008. Do you send me an email with the download? You will be sent 2 emails. An 'Order' email with a link to the download and a 'Sales Recipt' email. How do I download the product if I pay by bank transfer or BACS? You will be sent an email. For more information please click here. How big is the download? The largest download we sell is 12MB. Different products vary.
Payment and Billing		System Requirements
What is the buying process? Make payment Download the files You will be sent 2 emails. The first contains a link to the download files. The second is a sales receipt. What about security? 100% Secure Safety is our #1 priority. We guarantee our website and payment processing is 100% secure. You can use the VeriSign Identity Protection (VIP) Network which offers an extra layer of security when you log in to PayPal with your PayPal Security Key. Learn about PayPal's buyer protection. How can I pay? Credit Card Debit Card PayPal Apple Pay Purchase order – how do I pay by Purchase Order? Wire Transfer, BACS or CHAPS – how do I pay by wire transfer? What is the buying process? Make payment Download the files You will be sent 2 emails. The first contains a link to the download files. The second is a sales receipt. Payment processor - We use PayPal and Stripe to process all credit card and debit card payments. When paying by PayPal you do not need a PayPal account or create a PayPal account to pay us. Please select 'Don't have a PayPal account?' and pay as a PayPal guest. View screen-shot example of payment without a PayPal account. Wire Transfer or BACS - For more information please click here. What currencies do you accept? Wire Transfer or BACS - All currencies. For more information please click here. Credit Card or Debit Card - the currency conversion calculation will be displayed to you at the time of payment. Learn more about currency conversion. Can I use a Credit Card or Debit Card? Yes, we accept payment by credit card and debit card: Visa/Delta/Electon Mastercard/Eurocard Discover American Express Switch/Meastro What if my Credit Card or Debit Card payment is declined? Please pay by Wire Transfer or BACS. Can I pay by wire transfer, bank transfer or BACS? Yes, for more information please click here. Do I need a PayPal account? No. 1. Credit card or Debit Card - please select 'Don't have a PayPal account?' and pay as a PayPal guest. 2. Wire Transfer or BACS - For more information please click here. Can I pay by phone? No, unfortunately we do not accept payment over the phone. Do I need to send a purchase order? 1. Credit card or Debit Card - No. 2. PayPal Account - No. 3. Wire Transfer or BACS - Yes. For more information please click here. Are you VAT registered? No we are not VAT registered. We are registered in the UK with Company No. 07175526. What is your company registration number? We are registered in the UK with Company No. 07175526. Who processes the payment? We use PayPal and Stripe to process all credit card and debit card payments. You do not need a PayPal account or create a PayPal account to pay us. Please select 'Don't have a PayPal account?' and pay as a PayPal guest. Will I receive a receipt? Yes, you will receive a sales receipt via email from our payment processor. Will I receive an invoice? 1. Credit card or Debit Card - You will receive a sales receipt via email from our payment processor. 2. PayPal Account - You will receive a receipt via email. 3. Wire Transfer or BACS - Yes you will receive an invoice via email. What email address should I use? 1. Credit card or Debit Card - When paying as a PayPal guest without an account, please use the same email address associated with your bank card. 2. PayPal Account - The same email address associated with your PayPal account. 3. Wire Transfer or BACS - The same email address associated with your bank account. Will you email me the payment information? 1. Credit card or Debit Card - You will receive a sales receipt via email from our payment processor. 2. PayPal Account - You will receive a receipt via email. 3. Wire Transfer or BACS - Yes you will receive an invoice via email. Do I need to sign-in or register with your site? No. What postal address should I use? 1. Credit card or Debit Card - The same address associated with your Bank card. 2. PayPal Account - This will happen automatically. 3. Wire Transfer or BACS - The same address associated with your Bank account. Why do you need my postal address? For payment authorization. What online security do you use? We use PayPal's secure payment system to process all online transactions, whether you pay by credit card, debit card, direct debit or your PayPal account. You can use the VeriSign Identity Protection (VIP) Network which offers an extra layer of security when you log in to PayPal with your PayPal Security Key. Learn about PayPal's buyer protection. What countries do you accept payment from? Wire Transfer or BACS - All countries. For more information please click here. Credit Card or Debit Card - More than 190 countries. We use PayPal to process payments but you do not need a PayPal account or create a PayPal account to pay us. PayPal Account - More than 190 countries. The currency conversion calculation will be displayed to you at the time of payment. Learn more about currency conversion.		What are the systems requirements? - Microsoft Windows or Mac OS - Files are in MS Word, MS Excel or PDF format - Compatible with Microsoft Office, SharePoint, iWork, Open Office, LibreOffice and Google Docs - Adobe Acrobat Reader - Zip (compression)
		Support
		Do you provide ongoing support? Yes, we provide ongoing technical support and can also advise on questions regarding the templates and their application. Please contact us to discuss your requirements and ensure our Templates are right for you. Can I call you? Yes, you can call us. For after-sales support questions it is best to email our support team with your documentation attached along with your questions. What if my payment is declined? If our payment processor declines your payment you may pay us using Purchase Order + Wire Transfer. For more details please follow the instructions here. What if PayPal doesn't accept payment from my Country? You may pay us using Purchase Order + Wire Transfer. For more details please follow the instructions here. What is the length of the update/support contract? One year from the date of purchase. We will email you one month before the contract finishes asking you if you would like to extend the period by one year. If at a later date you would like to renew your contract, please email us with proof of purchase (Name, Company Name and Purchase Transaction ID). How do I extend or renew my update/support contract? We will email you one month before the contract finishes asking you if you would like to extend the period by one year. If at a later date you would like to renew your contract, please email us with proof of purchase (Name, Company Name and Purchase Transaction ID). Do you offer consultancy services? Yes we offer ISO consultancy services in the UK, please contact us for more information. Can you help us with our Internal Audits? Yes we offer ISO consultancy services in the UK, please contact us for more information. Can you help us with training? Yes we offer ISO consultancy services in the UK, please contact us for more information. Can you write our Quality Manual for us? Yes we offer ISO consultancy services in the UK, please contact us for more information.
		License and Updates
		What is the product license? Template license - the product is licensed for you to use within one company indefinitely, unlimited number of users. For more details please read our terms and conditions. Support and Updates - you receive one years email support and updates from the date of purchase. If you have any questions, please email our support team with your documentation attached along with your questions. How many users? Template license - unlimited number of users within your company. The files are MS Word or Excel format. Can I use the Templates for more than one company? No. If you wish to use the templates for another company, please email us your requirements and we will offer you a discount on subsequent purchases. I am an ISO consultant, can use the Templates for more than one client? No. You must purchase a copy of the Template for each company client. We sell three types of multiple-use license: a. 5 user-license per year b. 10 user-license per year c. Unlimited license per year Please contact us for further information. How often do you update the products? Product development - major updates occur once a year, generally in January or February. This includes updates to the Quality Manual Template, procedures and supporting materials. Auditors like to see continuous improvement to your Quality System documentation. We aim to help you by refining the documentation through projects we have worked on throughout the year. Implementing these changes to your Quality Manual or Procedures provides evidence of this work for your next Audit. We also provide new content we insert into the Template packages to you free of charge - for example this year we are working on training materials for Internal Auditor and Staff Training. Minor improvements are not usually scheduled for release as an update unless they will help your business - such as better processes or flow-chart diagrams. How do I receive product updates? After purchase, there are instructions to email us your support contact details along with proof of purchase (Name, Company Name and Purchase Transaction ID). When there is an update, we will email you details of how to download the update. How long is the standard product update/support contract? One year from date of purchase. How do I extend or renew the update/support contract? We will email you one month before the contract finishes asking you if you would like to extend the period by one year. If at a later date you would like to renew your contract, please email us with proof of purchase (Name, Company Name and Purchase Transaction ID). What is the cost of renewing the update/support contract? 20% of the sale price of the Template per company, per year.

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