1. Support included with your order
The exact support included is stated on the product page or order confirmation. Depending on the product, support may cover download access, installation guidance, license activation, first launch verification, basic configuration and troubleshooting directly related to the purchased software.
Support is provided for genuine orders placed through EPCtools. Keep your order number and use the same email address used at checkout.
2. Before contacting support
- Confirm that your Windows version, storage, memory and interface match the published requirements.
- Install current operating system updates and restart the computer.
- Use a stable internet connection and connect the computer to reliable power.
- Disable sleep mode for the duration of installation.
- Back up important files and create a system restore point where appropriate.
- Record the full error message and the steps that produced it.
3. Remote installation and troubleshooting
Remote sessions may use TeamViewer or AnyDesk. A session starts only after you give permission and provide the temporary connection details. You must remain available and may end access at any time.
Close private documents, email, password managers and unrelated applications before the session. Our technician will limit access to actions reasonably necessary for installation, activation, configuration and verification. Do not share permanent passwords.
4. What support does not include
- Repair of damaged computers, diagnostic adapters, vehicles or machinery.
- Data recovery, unrelated Windows faults, malware removal or general IT administration.
- Support for modified, pirated, redistributed or unlicensed copies.
- Compatibility problems caused by hardware or operating systems outside published requirements.
- Unsafe ECU programming, calibration decisions or machinery operation on the customer's behalf.
- Problems caused by customer modifications after successful installation.
Additional work outside the included scope may require a separate quote and your approval before work begins.
5. Availability and response expectations
Support channels may be monitored around the clock, but this does not guarantee an immediate technician response. We aim to acknowledge normal requests within 1 business day. Complex compatibility, activation or third-party service issues may require additional investigation.
Scheduled remote sessions depend on technician availability and your time zone. We will communicate material delays and next steps through the contact details attached to your order.
6. Safe downloads and account security
Use only download links and credentials supplied through EPCtools order communications. Do not post license keys or remote access details publicly. Contact us if a link appears altered, requests unexpected payment or directs you to an unfamiliar domain.
7. Unresolved product issues
If a purchased product cannot be delivered or made operational on a system that met the published requirements, contact us within 7 calendar days. We will review replacement, correction and refund options under the cancellation and refund policy.
8. Request support
Email contact@epctools.vn or submit the support form. Include your order number, product, equipment details, system information, interface model and screenshots. Never send payment card details or permanent passwords.