Terms and Conditions
Terms governing the use of ANICNS services
Last updated: March 2026
These Terms and Conditions govern access to and use of the support platform and digital services of ANICNS (National Agency for Clinical Engineering and Digital Health). By accessing this platform, you accept these terms in their entirety.
1Definitions
- "ANICNS": National Agency for Clinical Engineering and Digital Health, a government agency of the Democratic Republic of Congo - "Platform": the support portal accessible at support.anicns.cd and all associated digital services - "User": any natural or legal person accessing the Platform - "Services": all functionalities offered by the Platform, including technical support, the Anicha chatbot, the ticketing system, and the knowledge base - "HIS": Hospital Information Systems - "UHC": Universal Health Coverage - "RUA": Unified Registry of Insured Persons
2Access to the Platform
Access to the Platform is open to anyone with an internet connection. Certain features (ticket creation, history viewing) require the creation of a user account. ANICNS reserves the right to suspend or restrict access to the Platform for maintenance, security reasons, or in case of violation of these Terms. ANICNS endeavours to ensure Platform availability 24/7 but does not guarantee uninterrupted availability.
3User accounts
Account creation requires providing accurate and up-to-date information. The user is responsible for the confidentiality of their login credentials and all activity under their account. Each user may hold only one account. ANICNS reserves the right to delete accounts that have been inactive for more than 12 months or created with fraudulent information. If you suspect your account has been compromised, you must immediately notify ANICNS at [email protected].
4Description of services
The Platform offers the following services: - Technical support: assistance for health information systems, digital infrastructure, and ANICNS services - Ticketing system: creation, tracking, and management of support requests - Anicha chatbot: intelligent virtual assistant for guidance and answers to frequently asked questions - Knowledge base: technical documentation, FAQ, and user guides - Health information: Ministry of Health data (national programmes, news) These services are provided as part of ANICNS's mission to digitally transform the Congolese health system.
5Ticketing system
Support tickets are subject to the following service level agreements (SLA): - Urgent priority: first response within 1 hour - High priority: first response within 4 hours - Medium priority: first response within 8 hours - Low priority: first response within 24 hours These timelines apply during business hours (Monday-Friday, 8AM-5PM, Kinshasa time). ANICNS commits to handling each ticket diligently but does not guarantee a specific resolution time, as some issues may require in-depth investigation.
6User obligations
The user agrees to: - Use the Platform in accordance with its intended purpose and these Terms - Provide accurate information when creating tickets - Not attempt to access unauthorized systems or data - Not use the Platform for illegal or malicious purposes - Not overload the Platform with excessive automated requests - Respect the confidentiality of health information they may access - Immediately report any security vulnerability discovered
7Intellectual property
All Platform content (text, images, logos, software, databases) is the property of ANICNS or its partners and is protected by Congolese and international intellectual property laws. Any unauthorized reproduction, distribution, or use of Platform content is strictly prohibited. The names "ANICNS", the logo, and "Anicha" are trademarks of the Agency. Their use is subject to prior authorization.
8Limitation of liability
ANICNS uses all reasonable means to ensure the reliability and security of the Platform. However, ANICNS shall not be held liable for: - Temporary service interruptions due to maintenance or force majeure - Damages resulting from non-compliant use of the Platform - The accuracy of responses provided by the Anicha chatbot, which are given for informational purposes only - Indirect damages related to the use or inability to use the Platform Information provided by Anicha does not substitute for professional medical advice.
9Termination
The user may request account deletion at any time by contacting [email protected]. ANICNS reserves the right to suspend or delete an account in case of: - Violation of these Terms - Fraudulent or abusive use of the Platform - Unauthorized access attempts to systems - Prolonged inactivity (more than 12 months) In case of termination, user data will be processed in accordance with our Privacy Policy.
10Modifications to Terms
ANICNS reserves the right to modify these Terms at any time. Users will be notified of any substantial changes via Platform notification or email. Continued use of the Platform after notification constitutes acceptance of the modified Terms. In case of disagreement, the user may request account deletion.
11Governing law and jurisdiction
These Terms are governed by the laws of the Democratic Republic of Congo. Any dispute relating to the interpretation or execution of these Terms shall be submitted to the exclusive jurisdiction of the courts of Kinshasa, after an attempt at amicable resolution. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in force.
12Contact
For any questions regarding these Terms and Conditions: ANICNS — Legal Department Email: [email protected] Address: Boulevard du 30 Juin, Commune de la Gombe, Kinshasa, DRC Phone: +243 81 234 5678