Support Policy

Every project delivered by Hegazy Tech includes 1 year of free post-launch support. This covers bug fixes, minor adjustments, and technical assistance to ensure your platform runs smoothly after launch.

Support begins on the date of final project delivery and handover.

You can reach our support team via email at [email protected] or through WhatsApp. We aim to acknowledge all requests within 24 hours on business days.

For urgent production issues, we offer priority handling as described in the section below.

Critical — Production system is down or a major feature is completely non-functional. Response within 4 hours during business days.

High — A significant feature is impaired but the system is operational. Response within 8 business hours.

Medium — A minor feature issue or cosmetic bug that does not block core operations. Response within 2 business days.

Low — General questions, enhancement requests, or non-urgent inquiries. Response within 5 business days.

Bug fixes for issues in the originally delivered software.

Minor UI adjustments and text corrections.

Server and deployment support for hosting environments we configured.

Guidance on using admin panels, dashboards, and CMS tools we built.

New feature development or significant scope additions (these require a new project agreement).

Issues caused by third-party modifications, unauthorized code changes, or hosting migrations not managed by Hegazy Tech.

Training beyond the initial handover session (additional training can be arranged separately).

Support for third-party plugins, APIs, or services outside our control.

After the included 1-year period, we offer extended maintenance and support plans tailored to your needs — including ongoing monitoring, feature updates, and priority response.

Contact us at [email protected] to discuss a plan that fits your business.

For all support requests, email [email protected] with a description of the issue, screenshots if applicable, and your project name.

We are committed to keeping your platform running at its best — during and after the included support period.