Technical Support & Datalogs: What are the limits of our service?

Technical Support & Datalogs: What are the limits of our service?

At our company, the B2B relationship is based on sharing expertise: we provide the software engineering, and you handle the implementation and mechanical diagnostics. To ensure the highest quality of service, it is important to define the scope of our technical support.

1. How long is technical support valid for?

Technical support relating to the purchase of a file is limited to the initial vehicle tuning phase.

• Support period: We provide full support for 2 to 4 weeks following purchase.
• Objective: To ensure that the mapping perfectly meets the vehicle’s specifications and your expectations (minor adjustments, diagnostic logs).

2. Can I send a log several months or years after the service?

The short answer is: No. The software (the mapping) is stable digital data: it does not wear out or deteriorate over time.

• If a vehicle runs perfectly for 6 months and then starts to experience misfires, stalling or a drop in performance, the cause is always mechanical (spark plugs, coils, carbon build-up, boost leak, high-pressure pump, etc.).
• Diagnosing mechanical faults that develop over time is not covered by the software support provided with the purchase of a reprogramming file.

3. Why don’t you carry out remote diagnostics over the long term?

As a file service provider, our speciality is software optimisation. Yours, as an automotive professional, is on-site diagnostics.

• Analysing ‘historical’ datalogs is time-consuming and cannot replace a physical inspection of the vehicle.
• We receive hundreds of files every day; we cannot take the place of your role as an engine specialist or mechanic in interpreting faults related to wear and tear on your end customer’s vehicle.

4. Reminder regarding the B2B partnership

We work exclusively with automotive professionals. By using our services, you confirm that you possess the necessary skills and equipment to:

1. Carry out a full diagnosis (reading fault codes via OBD).
2. Generate and interpret basic data logs.
3. Identify a mechanical fault before attributing the issue to the software.

In summary: We are happy to analyse your logs to validate a tuning job in the days following the installation. However, for any issues arising months later, we invite you to carry out a standard mechanical fault-finding procedure in your workshop.