Support Policy Page

Support Policy

 Effective Date: 1st September 2023

 1. Introduction

 Welcome to Edine's website support policy. We are committed to providing excellent support to our users to ensure a seamless and enjoyable online experience. This policy outlines the support services we offer, our commitment to privacy and security, and the responsibilities of both our users and our support team.

2. Contact Information

For assistance or inquiries, please contact our support team using the following methods:

Email: Support@edine.com.my

Phone: 0146019470

Support Hours: (MON-FRIDAY) 0900AM - 1730PM Malaysia time

Emergency Support: "Report a Problem" features

Through registering with edine.com.my, users will be able to utilize "Report a Problem" features in the account profile to:

i) Raise any issue on products

ii) Enquire on products

iii) Communicate with EDINE team members on any issue related to edine.com 

3. Support Services

Our support team is available to assist you with a wide range of issues, including but not limited to:

Technical problems and errors on the website.

Account-related inquiries and assistance.

Questions about our products or services.

General information and guidance.

4. Response Times

We strive to respond to your inquiries promptly. Our general response time during regular support hours is (MON-FRIDAY) 0900AM - 1730PM Malaysia Time but please note that response times may vary depending on the nature of your inquiry.

5. Issue Categories

We categorize support issues into the following categories:

Technical Issues: Problems with website functionality.

Account Assistance: Help with account setup, login issues, or profile management.

Product/Service Inquiries: Questions about our offerings.

General Assistance: General information and guidance.

6. Escalation Process

If your issue cannot be resolved at the initial support level, it may be escalated to higher-tier support or management for further investigation and resolution. We will communicate the escalation process to you if needed.

7. User Responsibilities

To help us provide efficient support, we kindly request that you:

Provide clear and accurate information about your issue.

Follow any troubleshooting steps or guidance provided by our support team.

Be respectful and courteous in your communication with our support team.

8. Supported Browsers and Devices

Our website is optimized for certain web browsers and devices. Please check our system requirements to ensure compatibility. If you encounter issues related to your browser or device, we may guide you to resolve them.

9. Feedback and Surveys

We value your feedback and suggestions to improve our support services. Periodically, we may ask for your feedback or conduct user satisfaction surveys.

10. Privacy and Security

We take your privacy and the security of your information seriously. All interactions with our support team are subject to our privacy and security policies, which you can review on our privacy policy page.

11. Policy Updates

This support policy may be updated or revised to better serve our users. We will notify you of any significant changes through our website or email.

Thank you for choosing Edine. We are dedicated to providing you with outstanding support, and we look forward to assisting you.

Edine Support Team