At TechqnestSMM, we are committed to delivering exceptional social media marketing results and outstanding customer support. This Support Policy explains how we assist our clients, the scope of our support, expected response times, and the responsibilities of both parties. By using our services, you agree to the terms outlined in this policy.
We strive to:
Monday – Friday: 8:00 AM – 6:00 PM EAT (East Africa Time) Saturday: 9:00 AM – 2:00 PM EAT (limited support) Sunday & Public Holidays: Emergency support only (response within 24 hours)
Outside these hours, you may still submit tickets; they will be addressed during the next business day.
We offer multiple channels so you can reach us the way that suits you best:
| Priority | Channel | Best For | Contact Details |
|---|---|---|---|
| Highest | WhatsApp / Telegram | Urgent issues, quick questions | +256 709096776 (dedicated support line) |
| High | Client Portal / Dashboard | Campaign reports, file uploads, tickets | Log in at socials.techqnest.com/dashboard |
| Medium | Detailed requests, reports, invoices | support@techqnest.com | |
| Low | Phone | Complex strategy discussions | +256 700 000 000 (during business hours) |
Recommended: Always use the Client Portal first — it automatically creates a ticket with full context.
| Ticket Severity | Description | First Response | Resolution Target |
|---|---|---|---|
| Critical | Campaign paused, account hacked, payment issue | ≤ 1 hour | ≤ 4 hours |
| High | Major drop in performance, content not posting | ≤ 2 hours | ≤ 24 hours |
| Medium | Questions about reports, minor adjustments | ≤ 4 hours | ≤ 48 hours |
| Low | General inquiries, feedback | ≤ 12 hours | ≤ 72 hours |
We aim to exceed these targets 95% of the time.
All client data, campaign details, and conversations are strictly confidential. We use enterprise-grade encryption and never share your information with third parties without explicit consent (except when required by law).
We may update this Support Policy from time to time. The latest version will always be available in your Client Portal and on our website. Continued use of our services after changes constitutes acceptance of the new policy.
We genuinely appreciate the trust you place in TechqnestSMM. Our success is measured by your growth, and we are here to support you every step of the way.
If you have any questions about this policy, simply reply to this message or open a ticket in your dashboard.
Let’s grow together! The TechqnestSMM Team Kampala, Uganda support@techqnest.com | +256 709096776