Support

Support for iisacc tools is provided exclusively via email, and requests are accepted and reviewed only if they comply with the required format. The support channel is andudyun0504@gmail.com . The Operator generally aims to send an initial 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. 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.

Requests that do not follow the required format may be rejected, closed, or left unanswered. The Operator does not provide 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] Product vVersion – OS/Device – Summary.” The email body must include: (1) the product 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 / refund-related defect proof / 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 support processing.

The scope of support is limited to practical assistance relating to installation, launch, and ordinary use of core features of the Operator’s products; 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. Where a request is directly related to payment or refunds (including initiating a refund review based on an alleged material defect or requesting re-sending of a delivery link), the Operator may require proof of purchase before technical review proceeds, and the requester bears the responsibility to provide objective evidence such as a receipt or transaction identifier issued by the payment service provider. Because the Site operates without accounts, logins, or a purchase-history database, the Operator does not provide support that depends on retrieving or restoring purchase history on the requester’s behalf. If proof of purchase is not provided or cannot be verified, re-sending or re-providing delivery links may be refused.

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 product’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 issue, the Operator may close the request without further action.

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.