Support Policy Page
Customer Support Policy
Effective Date: 01-06-2025
Company: East Coast Investment Holdings Pvt. Ltd.
1. Support Overview
We provide support for all purchases made through our website. Below are support options and timelines.
2. Support Channels
- Email: [email protected] (24/7 – Response within 24 hrs)
- Phone: 0112589979 (Mon–Sat, 9am–6pm)
- Live Chat: Available on our website (Mon–Sat, 9am–6pm)
- Help Center: www.eastcoast.lk/support (24/7 FAQs & Guides)
3. Support Services Covered
- Product setup, troubleshooting, warranty claims, order tracking, returns, and exchanges.
4. Response Times
| Priority | Description | Target Response |
|---|---|---|
| Critical | Product is non-functional | Within 4 business hours |
| High | Major feature not working | Within 12 business hours |
| Medium | Minor issue or inquiry | Within 24 business hours |
| Low | Feedback or non-urgent | Within 48 business hours |
5. Support Limitations
- No support for non-site purchases, physical damage, third-party compatibility, or network issues outside our control.
6. Extended & Premium Support
Premium support offers 24/7 access, dedicated account manager, extended warranty, and remote diagnostics. Contact: [email protected]
7. Warranty & Repairs
Refer to our Warranty Policy. RMA must be requested via support.
8. Feedback & Complaints
Email feedback to: [email protected]
9. Changes
This policy may be updated at any time. Latest version will be posted online.
10. Contact Us
Email: [email protected]
Phone: 0112589979
Website: www.eastcoast.lk/support
East Coast Electronics
Engineering Excellence in Every Device
