Effective Date: [30th of November, 2025]

MeddialCare is committed to delivering world‑class support to healthcare institutions, vendors, technicians, and buyers across Africa and globally. This Support Policy outlines the standards, channels, and procedures through which MeddialCare provides assistance, resolves issues, and ensures seamless interaction within our healthcare marketplace ecosystem.

1. Purpose of the Support Policy

This policy ensures that all users—buyers, vendors, and service partners—receive:

* Clear and timely support

* Transparent issue‑resolution processes

* Access to technical and operational assistance

* A consistent and reliable experience across the platform

2. Support Channels

MeddialCare provides multi‑layered communication channels for ease and accessibility.

2.1 Customer Support Center

Accessible through the MeddialCare platform for inquiries, ticket creation, and real‑time updates.

2.2 Email Support

[support@meddialcare.com](mailto:support@meddialcare.com) – General inquiries, order issues, vendor support

2.3 Phone Support

Dedicated support lines for urgent cases and procurement‑related inquiries.

2.4 Live Chat

Available during business hours for quick assistance.

2.5 Meddialer Technical Support

For installation, repair, and calibration issues, certified technicians are available via:

* Meddialer App

* Technician hotline

3. Support Hours

3.1 Standard Support Hours

Monday – Saturday: (8:00 AM – 6:00 PM) (WAT)

3.2 Critical Support (Medical Emergencies & Urgent Equipment Failure)

24/7 priority support is available for:

* Life‑saving equipment failures

* Urgent diagnostic device breakdowns

* Critical supply shortages affecting patient care

4. Response Time Commitments

MeddialCare uses a tiered response system:

4.1 General Inquiries

Response within (24–48) hours. 

4.2 Order‑Related Issues

Response within (24) hours. 

4.3 Vendor & Seller Support

Response within (48) hours.

4.4 Technical Support (Meddialer)

* Remote diagnosis within (2–6) hours

* On‑site technician dispatch within (24–72) hours, depending on location

4.5 Critical Medical Equipment Urgencies

Immediate activation of emergency support channels.

5. Issue Resolution Tiers

5.1 Tier 1 – Basic Support

Handled by customer service agents:

* Account issues

* Basic platform navigation

* Order status requests

5.2 Tier 2 – Operational & Vendor Support

Handled by internal specialists:

* Vendor verification issues

* Marketplace disputes

* Payment and procurement assistance

5.3 Tier 3 – Technical & Engineering Support (Meddialer)

Handled by certified technicians:

* Device malfunction

* Installation support

* Calibration and system testing

* Spare parts requests

5.4 Tier 4 – Executive Review

Escalated cases requiring management intervention.

6. Buyer Support Coverage

MeddialCare provides support for:

* Order placement and tracking

* Returns, refunds, and replacements

* Product information and verification

* Warranty claims through vendors

* MeddialPlus financing inquiries

7. Vendor & Manufacturer Support

Support includes:

* Vendor onboarding and identity verification

* Product listing assistance

* Inventory management tools

* Dispute handling

* Logistics assistance

* Sales optimization guidance

8. Meddialer Technician Support

For all technical and engineering needs:

* Installation of diagnostic and imaging equipment

* Repair and maintenance booking

* Remote troubleshooting

* Safety and calibration checks

* Access to certified regional technicians

9. Complaint & Dispute Escalation

If an issue remains unresolved:

1. Submit an escalation request through the Support Center.

2. Case reviewed by a senior support specialist.

3. If needed, case forwarded to Executive Review.

A resolution is typically provided within (5–10) business days.

10. Service Level Limitations

Support may be affected by:

* Incomplete documentation from users

* Vendors delaying responses

* Inaccessibility due to remote locations

* Third‑party service involvement

MeddialCare will always communicate any limitations or delays.

11. User Responsibilities

To ensure effective support, users must:

* Provide accurate details during ticket creation

* Cooperate with diagnostic steps

* Allow access for technician visits when required

* Maintain proper equipment usage as per manufacturer guidelines

12. Continuous Improvement

MeddialCare continuously enhances its support system by:

* Reviewing user feedback

* Training support agents

* Expanding technician networks

* Improving communication response systems

13. Contact Information

* Email: [support@meddialcare.com](mailto:support@meddialcare.com)

* Phone: +234‑813‑344‑3964

* Website: [www.meddialcare.com/support](http://www.meddialcare.com/support)

* Meddialer Hotline: For urgent technical issues

MeddialCare remains committed to empowering Africa’s healthcare ecosystem with reliable, transparent, and world‑class support.