Support

Technical support for iisacc tools is provided exclusively via email at andudyun0504@gmail.com. The technical-support format below does not govern refunds. A Vincent purchaser may request a full refund within 14 calendar days of the transaction date without proof of a defect or a reason, using the refund or support link in the Paddle receipt or paddle.net, as stated in the Payments and Refund Policy.

The Operator generally aims to send an initial technical-support reply within 2–3 business days; however, this is a target and not a guaranteed deadline or SLA, and responses may be delayed due to workload, holidays, issue spikes after releases, or other operational constraints. The Operator does not provide remote access support, on-site support, real-time chat, or phone support. Technical support is provided only to the extent that the issue can be reasonably assessed and reproduced based on information supplied by the requester via email.

Technical-support requests that do not follow the required format may be rejected, closed, or left unanswered. The Operator does not provide technical support on the assumption that missing information will be collected through multiple back-and-forth messages. Email subject lines shall follow a consistent format for triage and tracking: “[iisacc Support] solution vVersion – OS/Device – Summary.” The email body must include: (1) the solution name and exact version, (2) the operating system version and device model (e.g., macOS version and Mac model/year), (3) the request type (bug / installation / license / other), (4) step-by-step reproduction instructions (including inputs, clicks, settings, file paths, and relevant context), (5) the actual result and the expected result, (6) the full text of any error message, (7) screenshots or a screen recording where possible, and (8) logs where available (with any personal information masked in advance). Vague descriptions such as “it doesn’t work” or “it fails” that do not enable reproduction are not eligible for technical-support processing. These format requirements do not apply to a timely Paddle refund request.

The scope of technical support is limited to practical assistance relating to installation, launch, and ordinary use of core features of the Operator’s solutions; investigation of reproducible errors; provision of reasonable workarounds; verification of defects within environments the Operator expressly states as supported; intake and tracking of defects that may be addressed by a fix; and general guidance regarding licensing, activation, and link-based delivery. A request to re-send a lost delivery link may require a Paddle receipt or transaction identifier solely to locate the correct entitlement without disclosing another purchaser’s information. That purchase-proof requirement applies only to restoring access and does not apply to refund eligibility or replace Paddle’s refund request channel.

Technical support may be unavailable or limited for reasons including, without limitation: use in operating systems, devices, or environments not expressly stated as supported by the Operator (including beta operating systems); issues that are not reproducible or that are caused by external factors such as third-party software, drivers, security tools, network conditions, cloud sync behavior, or permission policies; suspected modification, patching, unauthorized changes, reverse engineering, circumvention of technical protection measures, or license violations; feature requests, design change demands, or long-form consulting/training requests; matters outside the solution’s scope such as data recovery, restoration of corrupted files, or underlying system failures; repetitive submissions of the same request or abnormal request volume; abusive or non-cooperative communications including insults, threats, or defamation; and any request that presupposes unlawful conduct or a violation of the Terms (including requests for redistribution methods or circumvention techniques). If the requester fails to provide required materials, refuses to cooperate with reasonable reproduction or diagnostic requests, or omits minimum information necessary to evaluate the technical issue, the Operator may close the technical-support request without further action. This does not limit the separate 14-calendar-day refund right.

Support is provided on a best-effort basis as practical technical guidance and does not guarantee resolution of all issues, fixes within a particular timeframe, addition of specific features, or perfect compatibility in any individual environment. The Operator may request only the minimum diagnostic information necessary (e.g., logs, error messages, environment details), and the requester is responsible for ensuring that personal information, confidential information, and payment information are not included in support emails. If such information is included, the Operator does not guarantee its retention or security. The Operator processes support communications only to the extent necessary to handle the request and, as a general principle, does not retain the content longer than reasonably necessary once the support purpose has been fulfilled.