Support Policy

1. Overview

JEGNIT LIMITED (Company No. 16868105), a private limited company registered in England and Wales, is committed to providing excellent customer support for all our products and services. MenAddis.com is the official digital platform operated by JEGNIT LIMITED, and Tech Med operates as the technology and product development division of JEGNIT LIMITED. This Support Policy outlines our support services, response times, and procedures for obtaining assistance.

2. Support Channels

We offer multiple channels for customer support:

• Email Support: Our primary support channel. Contact us at techmedrevo@gmail.com for technical support or jegnit@menaddis.com for business inquiries.
• Phone Support: Available at +251 911 640 972 during business hours for urgent matters.
• In-App Support: Some of our applications feature built-in support features for quick assistance.
• Contact Form: Available on our website for general inquiries and support requests.

3. Support Hours

Our support team operates during the following hours (East Africa Time - EAT):

Support requests received outside business hours will be addressed on the next business day.

4. Response Times

We strive to respond to all support requests within the following timeframes:

5. What Support Includes

Our support services cover the following:

• Technical assistance with our applications and services
• Bug reports and issue resolution
• Account-related inquiries and assistance
• Guidance on using features and functionality
• Billing and subscription questions
• Data privacy and security concerns
• Feature requests and feedback collection

6. What Support Does Not Include

The following are outside the scope of standard support:

• Custom development or modifications not covered by service agreements
• Third-party software or hardware issues
• Training beyond basic product usage guidance
• Issues arising from unauthorized modifications to our products
• Medical advice (for healthcare applications)

7. Submitting a Support Request

To help us assist you efficiently, please include the following information:

• Your name and contact information
• Product or service name and version
• Device type, operating system, and app version (for mobile apps)
• Clear description of the issue or question
• Steps to reproduce the issue (if applicable)
• Screenshots or error messages (if available)
• Any troubleshooting steps you have already attempted

8. Escalation Process

If you are not satisfied with the support received, you may request escalation:

1. Level 1: Initial support response from our support team
2. Level 2: Technical specialist review for complex issues
3. Level 3: Management review for unresolved concerns

To request escalation, reply to your support ticket indicating your request for escalation and the reason.

9. Updates and Maintenance

We regularly release updates to improve our products and services. We will notify users of scheduled maintenance that may affect service availability. For critical updates, we recommend enabling automatic updates where available.

10. Feedback

We value your feedback and continuously work to improve our support services. After your support request is resolved, you may receive a survey asking about your experience. Your responses help us enhance our support quality.