1. Our Support Philosophy

We are committed to helping our customers get the best possible experience from their VisiCan products.

As a product manufacturer and technology provider, VisiCan delivers structured, product-focused technical assistance through its official documentation, support resources and technical team.

Our support model is designed to provide consistent, professional and sustainable assistance to our entire customer community.

Our support resources include:

• Official online product documentation.
• Technical specifications and vehicle compatibility information.
• Standard product-related technical assistance.
• VisiAI, our 24/7 technical support assistant.
• Warranty and after-sales services in accordance with applicable policies.

2. 24/7 AI Technical Assistance – VisiAI

VisiAI is available 24 hours a day, 7 days a week, to help customers with product models, vehicle compatibility, pricing, product operation, installation procedures, configuration and general technical questions.

VisiAI provides immediate automated guidance based on available product documentation and technical information.

Requests requiring further investigation, individual device assessment or engineering team involvement may be referred to our human technical support team for additional evaluation.

Please note that 24/7 VisiAI availability does not represent 24/7 availability of human technical support.

3. Written Communication & Support Channels

To ensure accurate case tracking, consistent technical evaluation and reliable communication history, our human technical support and service processes are conducted through written communication channels.

For assistance from our technical team:

• Email: team@visicaneu.com
• Official Support Resources: VisiCan FAQ & Technical Knowledge Base

VisiCan does not provide live telephone consultations, video calls, remote desktop connections or instant one-to-one human technical support.

Messages submitted through WhatsApp or other messaging platforms do not constitute guaranteed immediate access to a human support representative or an immediate response. Automated assistance may be available through supported digital channels.

4. Response Times & Working Hours

Requests submitted to our technical team via email or designated written support channels are reviewed during regular business hours on weekdays.

Our target initial response time is generally 24–48 business hours, depending on workload, request complexity and technical evaluation requirements.

This timeframe represents an initial response target, not a guaranteed technical resolution time. More complex cases may require additional information, testing or engineering evaluation.

Weekends and public holidays are excluded from regular business-hour response targets.

5. Support Eligibility & Scope

We are happy to assist users with legitimate, product-related questions and technical concerns.

However, the level and scope of individual assistance may vary depending on several factors, including:

• Original purchase date and purchase records.
• Product ownership history.
• Applicable warranty status.
• Device hardware and software configuration.
• Nature and complexity of the support request.

Access to general product documentation and publicly available technical information is not restricted solely because a device has changed ownership.

Individual device diagnostics, warranty evaluations, software updates, repairs and other after-sales services are assessed according to the applicable warranty conditions and service policies.

Personalized consulting, unlimited troubleshooting, vehicle-specific tuning advice and services outside our established support policies are not included in standard product support and cannot be guaranteed.

6. Product Documentation & Self-Service

VisiCan products are designed to offer users flexibility in configuration and customization according to their individual requirements.

Our official user manuals, technical documentation and video tutorials provide guidance for supported operations, including:

• Menu navigation and configuration.
• Supported reset procedures.
• User-accessible settings and customization.
• Supported firmware update procedures.
• Basic installation and troubleshooting steps.

Customers are encouraged to review the relevant documentation and follow the provided instructions before requesting individual technical assistance.

If an issue persists or the documented procedures do not resolve the problem, our technical team can evaluate the situation and recommend the appropriate next steps within our support scope.

7. Warranty, Service & Technical Evaluation

Before sending a device for service, we recommend completing the applicable remote diagnostic and troubleshooting procedures whenever possible.

Warranty claims are evaluated according to the device's condition, original purchase records, technical inspection findings, applicable warranty conditions and relevant consumer protection legislation.

If a service inspection identifies no hardware defect, or if the requested service falls outside warranty coverage, applicable testing, inspection, repair or service charges may apply in accordance with our published service policies.

Any chargeable service or repair will be communicated to the customer in advance, and the necessary approval will be obtained before proceeding with the relevant paid operation.

Detailed warranty conditions, service procedures, shipping instructions and applicable service fees are explained in our FAQ and relevant after-sales documentation.

Unauthorized hardware or software modifications, the use of third-party firmware, physical alterations or incorrect electrical connections may affect warranty evaluation where they are found to be related to the reported fault. Following technical inspection, devices affected by such circumstances may be eligible for paid service, subject to the applicable warranty conditions and relevant consumer protection legislation.

8. A Fair & Sustainable Support Experience

We value every customer and aim to provide consistent, transparent and professional support across our entire customer community.

By combining reliable products, accessible technical information, structured support processes and continuous documentation improvements, we aim to make the ownership experience as straightforward as possible.

Our goal is to provide dependable products, make technical information accessible and maintain a fair and sustainable support experience for everyone.

Thank you for choosing VisiCan and for understanding and respecting our support approach.

VisiCanEU Technical Support Team