Document Management FAQ

What is the document management system?

The document management system is your centralized vault for storing all compliance documents required for tender applications. It automatically tracks expiry dates, verifies document status, and seamlessly integrates with the tender application process to pre-populate forms with your stored documents.

Why should I use the document vault instead of uploading files for each application?

The document vault offers several advantages:
- Time Saving: Upload once, use in multiple applications
- Expiry Tracking: Automatic alerts when documents need renewal
- Compliance Checking: Prevents submission with expired documents
- Organization: All documents in one secure location
- Pre-population: Applications automatically include relevant documents
- Audit Trail: Track document usage and modifications

How secure are my documents?

Your documents are protected with enterprise-grade security:
- Encryption: All files encrypted in transit and at rest
- Access Control: Only your company can view your documents
- Secure Storage: Files stored in secure, backed-up data centers
- POPIA Compliance: Full compliance with South African data protection laws
- Audit Logging: All access and modifications are logged
- Regular Backups: Automatic backups with disaster recovery

Do I need a paid subscription to use document management?

Document management is available on all plans:
- Starter Plan: Up to 20 documents, 1GB storage
- Professional Plan: Up to 100 documents, 5GB storage
- Enterprise Plan: Unlimited documents, unlimited storage

Free trial users get access to basic document management with up to 5 documents.

What file types can I upload?

Supported file formats:
- PDF (Portable Document Format) - Recommended
- DOC (Microsoft Word 97-2003)
- DOCX (Microsoft Word 2007+)
- JPG/JPEG (Image format)
- PNG (Image format)

Not supported: TXT, RTF, XLS, XLSX, ZIP, GIF, BMP, TIFF

Recommendation: Use PDF format for official documents as it preserves formatting and is universally accepted.

What's the maximum file size I can upload?

The maximum file size is 10MB per document. If your file is larger:

For PDFs:
- Use online compression tools like SmallPDF or ILovePDF
- Reduce image quality in the PDF
- Split large documents into sections

For Images:
- Reduce resolution (300 DPI is usually sufficient)
- Use JPEG instead of PNG for photos
- Crop unnecessary white space

For Word Documents:
- Save as PDF (often smaller)
- Compress embedded images
- Remove unnecessary formatting

Can I drag and drop files to upload?

Yes! You can drag files directly to the upload zone in the upload dialog. This works for:
- Single files
- Multiple files at once (Enterprise plans)
- Files from your desktop or file explorer

If drag & drop doesn't work:
- Ensure you're using a modern browser (Chrome, Firefox, Safari, Edge)
- Check that JavaScript is enabled
- Try the "Browse Files" button instead
- Clear your browser cache

Can I upload multiple documents at once?

Web Interface: You can drag multiple files to the upload zone, but you'll need to set document type and expiry date for each file individually.

API/Bulk Upload (Enterprise only):
- Upload multiple documents programmatically
- Include metadata in JSON format
- Monitor progress via webhooks
- See API Documentation for details

Recommended Approach: Upload documents one at a time to ensure correct document types and expiry dates are set.

Why did my upload fail?

Common upload failure reasons:

File Issues:
- File size exceeds 10MB limit
- Unsupported file format
- Corrupted or password-protected file

Network Issues:
- Poor internet connection
- Upload timeout (try smaller files)
- Corporate firewall blocking uploads

Browser Issues:
- Outdated browser
- JavaScript disabled
- Browser cache problems

Solutions:
1. Check file size and format
2. Try a different browser
3. Clear browser cache
4. Check internet connection
5. Contact support if issues persist

What document types should I upload?

Essential Documents (required for most tenders):
- Tax Clearance Certificate: SARS compliance proof
- CIPC Registration: Company registration document
- BBBEE Certificate: BEE verification certificate

Additional Documents (often required):
- Company Profile: Business overview and capabilities
- Financial Statements: Proof of financial capacity
- Insurance Certificate: Professional indemnity, public liability
- Safety Certificate: Health and safety compliance

Industry-Specific:
- Professional licenses (engineering, architecture)
- Trade certifications
- Quality management certificates (ISO)
- Environmental compliance certificates

How do I choose the correct document type?

Match the Document Purpose:
- Tax Clearance: Only for SARS tax clearance certificates
- CIPC Registration: Company registration documents from CIPC
- BBBEE Certificate: BEE verification certificates only
- Company Profile: General business information documents
- Other: Use for industry-specific or miscellaneous documents

Why It Matters:
- Tender applications match documents by type
- Wrong type means document won't be auto-attached
- Some tenders require specific document types

If Unsure: Use "Other" type and add a clear description

Can I upload multiple documents of the same type?

Generally No - Most document types should have only one current version:
- Tax Clearance: One current certificate
- CIPC Registration: One current registration
- BBBEE Certificate: One current certificate

Exceptions:
- Financial Statements: Multiple years allowed
- Insurance Certificates: Different types (professional indemnity, public liability)
- Other Documents: Multiple industry-specific documents

Best Practice: Replace old documents with new versions rather than keeping multiple copies. The system will warn you if you try to upload a duplicate type.

What does document verification mean?

Verification Status:
- Unverified (default): Document uploaded but not yet checked
- Verified: Document reviewed and confirmed as valid

Verification Process:
- Automatic verification for some document types
- Manual review by our compliance team
- Cross-checking with official databases where possible

Impact on Applications:
- Some tenders require only verified documents
- Verified documents have higher trust scores
- Applications with verified documents process faster

Timeline: Most documents are verified within 24-48 hours during business days.

Which documents require expiry dates?

Always Required:
- Tax Clearance Certificate (12 months validity)
- BBBEE Certificate (12 months validity)
- Insurance Certificate (typically 12 months)
- Safety Certificate (varies: 6-12 months)

Never Required:
- CIPC Registration (permanent unless company changes)
- Company Profile (update as needed)
- Financial Statements (annual updates recommended)

Optional:
- Other Documents (set expiry if document has validity period)

System Behavior: The upload form will automatically require expiry dates for applicable document types.

When will I be notified about expiring documents?

Email Notification Schedule:
- 30 days before expiry: First warning
- 14 days before expiry: Second warning
- 7 days before expiry: Final warning
- Day of expiry: Expiry notification
- After expiry: Monthly reminders until renewed

Dashboard Notifications:
- Red badge on Documents menu
- Warning cards on main dashboard
- Expiry count in document statistics

Application Warnings:
- Expired documents prevent submission
- Expiring documents show warnings
- Automatic suggestions to update

Email Settings: Check your profile to ensure notifications are enabled and email address is correct.

How do I update an expiry date?

Method 1: Edit Existing Document
1. Find the document in your vault
2. Click the "Edit" or "⋯" menu button
3. Update the expiry date field
4. Save changes

Method 2: Replace Document
1. Click "Replace" on the document card
2. Upload the new version
3. Set the new expiry date
4. The old file is automatically deleted

Method 3: API Update (Enterprise)
- Use PUT /documents/{id} endpoint
- Update expiryDate field
- See API Documentation

Note: Replacing a document resets verification status to unverified.

Can I still use expired documents in applications?

No - Expired documents cannot be used in new applications:
- System automatically excludes expired documents
- Applications cannot be submitted with expired required documents
- Clear warnings shown during application process

What Happens:
- Expired documents remain in your vault for reference
- They're marked with red "Expired" status
- Applications show "Missing: [Document Type]" for expired required documents

Solution:
1. Obtain renewed document from issuing authority
2. Upload new version with updated expiry date
3. System automatically clears expired status
4. Document becomes available for applications again

Grace Period: Some tenders may accept documents expiring within 30 days, but this varies by tender requirements.

How are documents automatically attached to applications?

Automatic Matching Process:
1. Requirement Analysis: System analyzes tender document requirements
2. Vault Scanning: Searches your document vault for matching types
3. Validation Check: Ensures documents are valid and not expired
4. Auto-Attachment: Attaches relevant documents to application
5. Gap Identification: Highlights missing or expired documents

Matching Criteria:
- Document type matches tender requirement
- Document is not expired
- Document is verified (if required by tender)
- File format is acceptable

Manual Override: You can manually attach/detach documents if needed during the application process.

What if I'm missing required documents for an application?

System Response:
- Clear warning messages showing missing document types
- Application submission is blocked until resolved
- Direct links to upload missing documents
- Suggestions for document sources

Your Options:
1. Upload Missing Documents: Use the provided links to upload required documents
2. Request Extension: Contact tender issuer for deadline extension
3. Apply Without: Some documents may be marked as "preferred" rather than "required"
4. Alternative Documents: Check if tender accepts alternative document types

Quick Upload: The application page provides quick upload functionality without leaving the application form.

Why isn't my document being attached to applications?

Common Reasons:

Wrong Document Type:
- Document type doesn't match tender requirement
- Solution: Re-upload with correct document type

Expired Document:
- Document has passed its expiry date
- Solution: Upload renewed version

Unverified Document:
- Tender requires verified documents only
- Solution: Wait for verification or contact support

File Format Issue:
- Tender doesn't accept your file format
- Solution: Convert to accepted format (usually PDF)

Cache Issue:
- Browser cache showing outdated information
- Solution: Refresh page or clear cache

Troubleshooting Steps:
1. Check document type matches requirement exactly
2. Verify document hasn't expired
3. Confirm document is verified if required
4. Refresh the application page
5. Try manual attachment if auto-attachment fails

Why can't I submit my application?

Document-Related Blocks:

Missing Required Documents:
- One or more required document types not uploaded
- Solution: Upload missing documents

Expired Documents:
- Required documents have expired
- Solution: Upload renewed versions

Unverified Documents:
- Tender requires verified documents
- Solution: Wait for verification (24-48 hours)

Invalid File Formats:
- Documents in unsupported formats
- Solution: Convert to PDF or other accepted formats

File Size Issues:
- Documents exceed tender's size limits
- Solution: Compress files or split large documents

Pre-Submission Checklist:
- ✅ All required document types uploaded
- ✅ No expired documents
- ✅ Documents verified (if required)
- ✅ Acceptable file formats
- ✅ Files under size limits

The application page will show specific error messages for each issue that needs to be resolved.

Why can't I preview my documents?

PDF Preview Issues:
- Password Protected: Remove password before uploading
- Corrupted File: Re-create or re-scan the document
- Browser Plugin: Enable PDF viewer in browser settings
- Large File: Very large PDFs may timeout, try downloading instead

Image Preview Issues:
- Unsupported Format: Ensure JPG or PNG format
- Corrupted Image: Re-scan or re-save the image
- High Resolution: Large images may load slowly

Browser Issues:
- Pop-up Blocker: Allow pop-ups for tenders-sa.org
- JavaScript Disabled: Enable JavaScript in browser
- Outdated Browser: Update to latest version

Workaround: If preview doesn't work, you can always download the document to view it locally.

Why won't my documents download?

Common Solutions:

Browser Issues:
- Try right-click → "Save link as"
- Disable download manager extensions
- Clear browser cache and cookies
- Try different browser

Antivirus/Firewall:
- Check if antivirus is blocking downloads
- Temporarily disable firewall
- Add tenders-sa.org to trusted sites

Network Issues:
- Check internet connection
- Try downloading smaller files first
- Use wired connection instead of WiFi

File Location:
- Check Downloads folder
- Look in browser's download history
- File might have downloaded to different location

Corporate Network:
- Check with IT about download restrictions
- Try from personal network/mobile data

Why is the document management page loading slowly?

Performance Optimization:

Large Document Collections:
- Use filters to show fewer documents
- Search for specific documents instead of browsing all
- Consider archiving old documents

Browser Performance:
- Close unnecessary browser tabs
- Clear browser cache weekly
- Update to latest browser version
- Restart browser if it's been open for days

Network Issues:
- Check internet connection speed
- Try during off-peak hours (early morning/evening)
- Use wired connection for better stability

Device Performance:
- Close other applications
- Restart computer if necessary
- Ensure sufficient RAM and storage space

System Status: Check status.tenders-sa.org for any ongoing performance issues.

Can I manage documents on my mobile device?

Mobile Capabilities:
- ✅ View document list
- ✅ Download documents
- ✅ Upload new documents
- ✅ Update expiry dates
- ✅ Delete documents
- ⚠️ Limited preview functionality
- ❌ Drag & drop upload

Mobile Tips:
- Portrait Mode: Recommended for better layout
- Use "Browse Files": Instead of drag & drop
- Download for Viewing: Preview may be limited on small screens
- WiFi Recommended: For uploading large files
- Touch Targets: All buttons are touch-friendly

Tablet Experience: Tablets provide a better experience with larger screens and more functionality similar to desktop.

Mobile App: A dedicated mobile app is planned for future release with enhanced mobile functionality.

What are the storage limits for documents?

Storage Limits by Plan:

Free Trial: 5 documents, 100MB total storage
Starter Plan: 20 documents, 1GB total storage
Professional Plan: 100 documents, 5GB total storage
Enterprise Plan: Unlimited documents, unlimited storage

What Counts Toward Limits:
- Each uploaded document file
- File size of all documents combined
- Document versions (if version history is enabled)

What Happens When Limit Reached:
- Upload attempts will be blocked
- Clear notification about limit reached
- Option to upgrade plan or delete old documents
- Existing documents remain accessible

Managing Storage:
- Delete outdated documents
- Compress large files before uploading
- Use PDF format (often smaller than DOC/DOCX)
- Archive old documents locally before deleting

How do I upgrade my plan for more document storage?

Upgrade Process:
1. Go to Settings → Billing in your dashboard
2. Click "Upgrade Plan"
3. Select desired plan (Professional or Enterprise)
4. Complete payment process
5. New limits apply immediately

Plan Comparison:
- Professional: 100 documents, 5GB storage, R1,299/month
- Enterprise: Unlimited documents, unlimited storage, R3,999/month

Immediate Benefits:
- Increased storage limits
- Additional features (API access, webhooks for Enterprise)
- Priority support
- Advanced document management features

Billing: Upgrades are prorated, so you only pay for the remaining time in your billing cycle.

How long are my documents stored?

Active Accounts:
- Documents stored indefinitely while account is active
- No automatic deletion of documents
- You control when to delete documents

Inactive Accounts:
- 30 days after subscription expires: Account becomes read-only
- 90 days after expiry: Documents marked for deletion
- 120 days after expiry: Documents permanently deleted
- Email notifications sent before each stage

Account Cancellation:
- Immediate: Account becomes read-only
- 30 days: Documents available for download
- 60 days: Documents permanently deleted

Data Export:
- Download all documents before cancellation
- Enterprise plans include bulk export tools
- Contact support for assistance with large exports

Reactivation: If you reactivate within 90 days, all documents are restored.