Enzym Medical - Support Policy

At Enzym Medical, we are dedicated to providing outstanding support for our customers and ensuring a positive experience with our biomedical and rehabilitation equipment. Our Support Policy outlines the various ways we assist our clients, from product inquiries and technical support to maintenance services. We are committed to ensuring that our products function optimally and meet your needs.

1. Customer Support

1.1 Product Inquiries: For questions about our products, specifications, or general information, our Customer Support Team is available via phone and email. We strive to respond to all inquiries within 24 hours during business days.

1.2 Order Assistance: We provide support for tracking orders, processing payments, and resolving shipping or delivery issues.

Contact Us:

• Phone: +971 4 388 3891
• Email: info@enzymint.com
• Business Hours: Monday – Saturday, 8:00 AM – 5:00 PM (UAE Time)

2. Technical Support

2.1 Product Setup and Installation: Our Technical Support Team is available to assist with setup and installation for select products. Upon purchase, please contact us to learn more about eligible products and any applicable fees.

2.2 Operational Guidance: For questions about product functions or features, our team provides operational support to help you maximize the value and effectiveness of your equipment.

2.3 Remote Assistance: Our technical specialists can diagnose and troubleshoot issues over the phone or through email, guiding you through simple fixes and maintenance.

3. Warranty and Repair Support

3.1 Warranty Support: For products covered under warranty, we offer guidance on how to access warranty services. Please have your proof of purchase available for warranty claims.

3.2 Repair Services: For out-of-warranty items, we provide repair services for a fee. Our team will assess the issue and provide a cost estimate and turnaround time.

4. Preventative Maintenance

4.1 Maintenance Services: Regular maintenance extends the life and performance of your equipment. We offer cleaning, calibration, and inspection services for select products.

4.2 Maintenance Scheduling: Customers can schedule maintenance services through our Customer Support Team. Regular maintenance may also be required to maintain warranty coverage.

5. Training and User Education

5.1 Product Training: For certain biomedical equipment, we offer user training sessions at the time of purchase to ensure safe and effective use.

5.2 Educational Resources: Our website provides guides, manuals, and FAQs to support your understanding of our products.

6. Response Time and Service Levels

6.1 Standard Response Times: We aim to respond to all inquiries within 24 hours during business days. For urgent technical issues, please specify your needs for priority assistance.

6.2 Escalation Process: If further support is required, the matter will be escalated to a specialized technician or manager.

7. Limitations of Support

7.1 Unauthorized Modifications: Enzym Medical is not responsible for issues arising from unauthorized modifications or repairs.

7.2 Improper Use: Support may be limited or unavailable for products used outside the manufacturer’s guidelines.

7.3 Non-Enzym Products: We provide support only for products purchased through Enzym Medical or its authorized distributors.

Contact Our Support Team

If you need assistance, please contact our Support Team. We are here to help optimize your experience and address any concerns.

• Phone: +971 4 388 3891
• Email: info@enzymint.com
• Business Hours: Monday – Saturday, 8:00 AM – 5:00 PM (UAE Time)