Questions
Frequently asked
The things people ask before they buy, answered plainly. If your question is not here, write to [email protected] and a person will answer.
On this page
- The product7 questions
- Credits and usage5 questions
- Billing5 questions
- Data and security4 questions
The product
What is FAC Suite?
FAC Suite is the family name for two things that work together. FAC Chat is the app your team talks to, installed on your own Frappe or ERPNext site. FAC Cloud is the hosted service it connects to, and that is what runs the assistant.
Together they answer from your own records, draft and update documents, run reports and carry out workflows.
What is FAC Cloud, exactly?
The hosted service you subscribe to. It runs the assistant, calls the AI models, holds your knowledge base and meters your credits.
It runs on our servers and calls back into your site for every action, so the answers come from your own records rather than from generic knowledge — and every change is made by the person who asked for it, under the permissions they already have.
Do we need Frappe or ERPNext to use it?
To connect the assistant to your business data, yes — you install FAC Chat on your Frappe or ERPNext site and connect it to FAC Cloud.
Does our site have to be reachable from the internet?
For FAC Chat, yes. FAC Cloud connects back into your site to carry out each action, so a site on localhost or one only your office network can see cannot be connected. We check when you register rather than letting you find out later.
If that rules you out, FAC Connect works the other way round — your AI client connects out to your site — so a firewalled site is fine.
What is FAC Connect, and is it really free?
FAC Connect publishes your site as an MCP server, so you can use it from Claude Desktop, Cursor or any MCP client with your own model key. It is part of the same app, it is free, and it needs no account with us.
What it does not include is everything FAC Cloud runs: a chat client for people who do not use a developer tool, an indexed knowledge base, memory, scheduled workflows, approvals and per-person spending limits.
Can the assistant change our data?
Yes, and that is the point — it can create and update documents and run workflows. A tool it has not been approved for is asked about rather than run, so nothing is written without someone agreeing to it.
The assistant is also bound by your existing permissions: it can only see and do what the signed-in user is already allowed to see and do.
Can we host it ourselves?
Self-hosting is available on the Enterprise plan. Write to us and we will talk it through.
Credits and usage
What is a credit?
A credit is the unit we bill usage in. Every plan includes an allowance each month.
How many credits a question costs depends on how much work it takes: a longer reply costs more than a short one, and a more capable model costs more than a standard one. Simple questions are cheap.
How do we know how many credits we have left?
A meter in the top bar shows how much of your allowance you have used, and it updates as you work. Settings → Billing has the full breakdown.
What happens when we run out?
The assistant stops accepting new requests until your next billing cycle begins. You can carry on immediately by buying prepaid credits or moving to a larger plan.
There is no overage charge. You cannot be billed for usage you did not plan.
Do unused credits carry over?
Your plan's monthly allowance resets at the start of each billing cycle and does not carry forward.
Prepaid credits are different: they stay on your balance until you use them or they expire, and the expiry date is shown in Settings → Billing. Cancelling does not take prepaid credits away from you.
Can we stop one person using the whole team's credits?
Yes. An administrator can set a monthly credit limit for any team member in Settings → Users. Once someone reaches their limit they cannot spend more that cycle, and the rest of the team is unaffected.
Billing
How are we billed?
Subscriptions are charged in advance, monthly or annually, and renew automatically until you cancel.
Prices are shown in INR. GST is added on top — customers in India pay 18% over the price shown. Customers billed outside India are charged in USD, with no Indian GST.
Which payment methods can we use?
UPI Autopay and cards. Because subscriptions renew, you authorise a recurring mandate at checkout. We notify you at least 24 hours before each scheduled debit, as the Reserve Bank of India requires.
Will we get a GST invoice?
Yes. A GST-compliant tax invoice is issued for every billing cycle, emailed to you and available in Settings → Billing. Add your GSTIN when you register so the invoice supports your input tax credit claim.
How do we cancel?
Cancel yourself in Settings → Billing — no notice period and no cancellation fee. The cancellation takes effect at the end of the billing period you have already paid for, and you keep full access until then.
Changed your mind? Choose Keep my plan any time before that date and nothing changes.
Do you give refunds?
Subscription fees and prepaid credits are not refundable, and we do not refund unused time in a period you have paid for.
We do refund duplicate or mistaken charges, and cases where your payment succeeded but we could not provision what you paid for. The full rules are in our Cancellation and Refund Policy.
Data and security
Do you train AI models on our data?
No. Your data is not used to train models, ours or anyone else's.
What of ours do you actually hold?
Your ERP tables are never copied — FAC Cloud asks your site for a record when it needs one. Your conversation history is kept in your own database, not on our servers.
What we do store: documents you upload to the knowledge base, what the assistant remembers about your work, workflow run history, and your account and usage records. The security page lists every item and how long we keep it.
Who can see our data?
Access inside our team is limited to what is needed to run and support the service, and our staff cannot read your message content.
Our Privacy Policy sets out exactly what we collect and why, and the Data Processing Agreement covers our obligations as your processor.
How do we raise a privacy request or complaint?
Write to our privacy team, or to our grievance officer for complaints under India's Digital Personal Data Protection Act. Both addresses are on the Contact page.
Still deciding?
See what the plans cost, read the Terms of Service, or talk to us.
Put it in front of your team
FAC Chat installs on your own Frappe or ERPNext site from the Frappe Cloud marketplace. The free plan needs no card, and the source is open.