Support Policy

Support Policy for MiddleEastForGaza.org

1. Purpose
The purpose of this Support Policy is to outline the commitment of MiddleEastForGaza.org to provide reliable assistance to users, campaign creators, and donors. Our goal is to ensure a smooth, transparent, and satisfactory experience for everyone involved.

2. Scope
This policy applies to all users, including campaign creators, donors, and visitors. It covers inquiries, technical issues, feedback, and dispute resolution.

3. Support Channels
We offer multiple channels for support to address your needs promptly:

• Email Support: Reach us at support@middleeastforgaza.org for any inquiries or technical assistance.
• Live Chat: Available during working hours for instant help.
• Help Center: Access our FAQ and guides for self-service assistance.
• Phone Support: Call us at +971-XXXX-XXXX during business hours for urgent issues.

4. Response Times
We strive to respond to inquiries as quickly as possible:

• General Inquiries: Within 24 hours.
• Technical Issues: Within 48 hours.
• Urgent Matters: Prioritized and addressed within 12 hours.

5. Types of Support Provided

• Account Assistance: Help with account creation, updates, or access issues.
• Campaign Support: Guidance on creating, managing, and updating campaigns.
• Donation Support: Assistance with making, tracking, or managing donations.
• Technical Issues: Troubleshooting site navigation or payment processing problems.
• Feedback and Complaints: We welcome your suggestions and address any concerns.

6. Escalation Process
If your issue is not resolved satisfactorily:

1. Contact our support team to request escalation.
2. A senior support member will review the case and provide a resolution within 72 hours.

7. Language Support
Support is available in Arabic and English to accommodate our diverse user base.

8. Confidentiality
All user data and correspondence with our support team are handled with strict confidentiality and in accordance with our Privacy Policy.

9. Limitations of Support
Our support team cannot:

• Guarantee the success of fundraising campaigns.
• Provide legal or financial advice.
• Resolve disputes between donors and campaign creators beyond platform mediation.

10. Updates to the Policy
This policy may be updated periodically to reflect platform improvements and user needs. Changes will be communicated through our website.

For additional information or immediate assistance, contact us at support@middleeastforgaza.org. We’re here to help!