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How online assistance and credits work

Technical assistance is managed through our online helpdesk where you can find both the documentation and the after-sales assistance, where you can ask your questions for any installation, use or other problems.

All our software includes the first year of online technical support by helpdesk.


THE AVAILABLE HELPDESK PLANS

Over the years, the assistance plans provided with the purchase of the software have been changed and to facilitate the identification of your plan we will list them below:
For DTC Remover you can find one of the following licenses:

   - Standard Edition
   - PowerTools Edition

The credits for DTC Remover included in the assistance plan are summed in the following years only if the subscription is not expired otherwise they will be reset.
Moreover, if the assistance plan is expired, any renewal will be released under the new conditions in force on the renewal date.

For DPF Remover you can find one of the following licenses:

   - PowerTools Edition (for software purchased after 01/08/2017)
   - PowerTools Edition with 4 credits per month that are not summable (for software purchased between 01/01/2017 and 07/31/2017)
   - PowerTools Edition with 12 credits per month that
are not summable (for software purchased until 12/31/2016)

The credits for DPF Remover included in the assistance plan are not summable and are automatically recharged on the first day of the month. Moreover, if the assistance plan is expired, any renewal will be released under the new conditions in force on the renewal date.
THE CREDITS
There are two types of credits, those included in the helpdesk assistance plan and the prepaid credits that are purchased from our web shop.
The total credits available are visible on the helpdesk from the side box as shown in Figure 1.

Credits included in the assistance plan are subtracted when processing a requested solution that is not included in the list of solutions provided by the software.
When requesting multiple services on the same file the supplements with lower credit have 50% discount. Example: DPF OFF + VMAX OFF = 4 Credit + 2 Credit (here we apply the 50% discount) = 5 total credits cost for processing this file.

Crediti Disponibili per DTC e DPF
Figure 1: Credits available in the assistance plan

OPENING HOURS
Opening hours are from Monday to Friday, 09:00 to 13:00 and 15:00 to 19:00.