NEVER WORK
ON A TRUCK
ALONE AGAIN.
When you buy a Diesel Laptops tool, you don't just get hardware. You get a small army of technical experts on call, ready to walk you through the fix. No outsourced call centers. Just the team that's been helping tens of thousands of customers every year.
YOU PICK UP THE PHONE.
SOMEONE PICKS UP IN UNDER 15 SECONDS.
That's our average answer time during business hours. No hold music. No phone-tree purgatory. A technical expert picks up before you've finished walking back to the truck.
EVERY TECH KNOWS
THIS MOMENT.
YOU'RE STUCK.
It's 7PM. The truck has to roll in the morning. You've got a fault code you've never seen before, a customer breathing down your neck, and a dealer that closed three hours ago. You're an experienced tech — but every diesel tech, every shop, every fleet runs into walls. The question isn't if. The question is who you call when it happens.
SCRIPT-READING SUPPORT
You call most companies and end up on hold for 30 minutes, then talking to a tier-1 agent reading from a script. They've never been under a truck. They don't know what a regen is. They escalate. You wait. The truck still doesn't run.
NO ONE CAN SEE WHAT YOU SEE
You try to describe live data over the phone. The voltage drop on a sensor. The freeze-frame from a code that won't clear. Words don't carry it. Without eyes on the tool, even the best support tech is guessing right alongside you.
DEALER WAIT, DEALER PRICE
The other option is hauling the truck to the dealer. Three weeks for a slot. Diagnostic fee before they touch it. And when you get it back, you still don't know what was actually wrong — because they don't share that with you.
USA-BASED DIESEL AND IT EXPERTS.
Two specialized teams. One support line. Both based in the United States. The diesel side handles the truck. The IT side handles the tool. Together, they cover every corner of every problem you're going to throw at them.
OEM-CERTIFIED DIESEL TECHNICIANS
Our diesel techs are USA-based experts. Every one of them came from the garages (truck shops, off-highway, marine, agricultural) before they took the headset. They hold and maintain certifications across the major OEMs and continue training on every emerging engine and aftertreatment system.
Diesel Experience
Gold-Level Techs
IT PROFESSIONALS & SOFTWARE EXPERTS
Diagnostics is software, and software has its own kind of problems. Our USA-based IT pros hold hardware, software, and security certifications, and they handle everything from VCI driver issues to laptop performance to network connectivity. When the tool itself is misbehaving, this is the team that gets it back online fast.
IT Experience
EN · ES · Plus 26 languages via our LogMeIn interface.
WHATEVER YOU'RE UNDER, SOMEONE ON THE LINE HAS WORKED ON IT.
WAYS WE GET
EYES ON YOUR PROBLEM.
Most support is a phone call and crossed fingers. We've built specialized levels of access, from a simple chat to a full remote takeover of your diagnostic tool and your camera phone, so we can match the tool to the trouble.
REMOTE TAKEOVER
Our techs connect directly into your diagnostic tool from theirs via Tech2Tech, or remote directly into your laptops from our HQ. Same screen, same data, same controls. They can guide you through commands or run the calibrations and parameter changes themselves while you watch. It's the closest thing to having a master tech standing at your shoulder without making them drive there.
Available on Diesel Tablet 2 and Master Series SolutionsCAMERA PHONE TAKEOVER
When the tool can't see what you can see: a wiring harness, a corroded connector, a part you can't identify, we take over your phone camera. Your hands stay on the truck. Our eyes are on the screen. It's the wiring harness inspection you couldn't get done over a phone call, in real time.
Phone Camera RequiredIN-TOOL TICKETS
Submit a help request directly from your diagnostic tool. These tickets route directly to our Engineers, ensuring complex tool errors are evaluated at the software tier instantly.
Via Engineering QueuePHONE · CHAT · REMOTE
Pick the channel that fits the problem. Quick question? Live chat from our website while you're working. Stuck on a complex repair? Phone in and we'll route you through triage to an LMI session. Whichever way you reach us, you get the same structural workflow.
LMI Translation SupportedFROM PICKING UP THE PHONE
TO FIXING THE TRUCK.
Most support calls feel like a maze. Ours don't. Here's exactly what happens, in order, when you dial in or open a chat.
CALL, CHOOSE TECHNICAL SUPPORT, WE ANSWER IN UNDER A MINUTE.*
A team member greets you immediately to collect your fundamental customer information, verify account components, and clarify the core reason for your call.
*Under 15 seconds most of the time!
WE INITIATE A LOG-ME-IN (LMI) SESSION.
The triage team establishes a reliable Log-Me-In remote connection immediately to seamlessly queue your hardware session directly for an available technician to grab.
A TECHNICAL EXPERT GRABS YOUR CASE.
The support technician jumps into the active remote session to evaluate your diagnostic screens or reviews documentation with you dynamically to resolve complex errors.
COMPLETE YOUR REPAIRS WITH CONFIDENCE.
Once you and the technician solve the issue, our session logs out safely, leaving your equipment running clean and your team fully equipped for the next phase of the diagnostic job.
BUILT FOR THE WAY
YOU ACTUALLY WORK.
Tech support isn't one-size-fits-all. The questions a fleet manager asks are different from the questions an individual tech asks. We staff for all of them.
DIESEL TECHS
Working alone or as part of a small crew. Hit a wall, pick up the phone. Phone-a-friend without burning a favor. Master Series Solo licenses include unlimited diesel tech assistance — call as many times as you need to.
→ Included with Master Series SoloREPAIR SHOPS
Newer techs work like seasoned ones because the seasoned one is always one phone call away. Reduces escalation time, increases first-time fix rates, lets your shop take in trucks you'd otherwise turn away.
→ Included with Master Series ShopFLEET MANAGERS
In-house techs serving a mixed fleet have access to every brand's specialist on one line. Shrinks downtime. Reduces dealer spend. Standardizes on a single support team across the whole shop.
→ Included with Master Series ShopOWNER-OPERATORS
Running one truck and want backup when something goes sideways? Master Series Solo is the path in — the same dealer-level diagnostic kit our shop customers run, with the same support team, on weekly payments and no credit check.
→ Step up to Master Series SoloWHAT OUR CUSTOMERS ACTUALLY SAY.
Called in on a Cummins ISX with a code I'd never seen before. Tech picked up almost right away, knew exactly where to look, and walked me through the diagnosis on the phone. Saved me a tow and probably four hours of guessing. This is what tech support is supposed to be.
Their tech remoted into my Diesel Tablet 2 and ran the parameter changes himself while I watched. I learned more in twenty minutes on that one call than I did in a week of trying to figure it out on my own. Now I know how to do it next time.
Honestly, the support is the best part of the whole package. My guys call them constantly and they always pick up. Diesel-side knows the trucks, IT-side knows the software. Whichever team you need, that's who answers. Cuts our downtime way down.
Get Started
Put diesel backup in every bay
Learn more about Diesel Difference from Diesel Laptops, and how it works seamlessly both with and without our tools. Fill out the form and we'll reach out ASAP.
Prefer to talk?
COMMON
QUESTIONS.
Don't see yours? Call 888.983.1975 and ask us directly. We'd rather answer it live than have you read about it.
IS DIESEL TECH ASSISTANCE INCLUDED OR DO I PAY EXTRA?
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Diesel Tech Assistance is included standard with every Master Series kit, both Shop and Solo licenses, for the full term of your subscription. No separate "support tier," no pay-per-call, no caps. You buy the platform, you get the team. For other tools and standalone purchases, support is available through annual renewals or as part of select Diesel Difference packages.
IS THIS REALLY A USA-BASED TEAM, OR IS IT OUTSOURCED?
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100% USA-based. Our technical support team is made up of experienced diagnostic specialists who know exactly what it takes to get a truck rolling safely. We map our expertise directly to your shop's needs so you can execute complex repairs with total confidence.
HOW FAST WILL SOMEONE ACTUALLY ANSWER?
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During the calendar year of 2026, 87% of incoming calls are answered within 60 seconds. Our average answer time is 13 seconds. There's no extended hold music, our platform handles routing efficiently through structural triage formatting.
WHAT IS TECH2TECH AND HOW DOES IT WORK?
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Tech2Tech lets our diesel techs connect directly into your diagnostic tool from theirs, same screen, same data, same controls. Available specifically on the Diesel Tablet 2.0 at this time.
CAN YOU REALLY TAKE OVER MY PHONE CAMERA?
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Yes, when the diagnostic tool can't show the whole picture and we need to see what you're actually looking at, we can connect to your phone camera with your permission. Useful for inspecting wiring harnesses, identifying components, troubleshooting connectors, or any situation where words aren't enough. You stay in control — you accept the connection on your end and can drop it any time.
HOW MANY CALLS CAN I MAKE?
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Unlimited within your active Master Series term. Solo licenses come with unlimited calls for the named user. Shop licenses cover unlimited calls for everyone on the team. We've never throttled, capped, or upsold a customer for calling too much. Truthfully, the customers who call the most are the ones who get the most value out of the tools, that's what we built the team for.
ARE YOUR TECHS ACTUALLY DIESEL TECHS, OR JUST SUPPORT AGENTS?
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Actual diesel techs. They came from truck shops, off-highway operations, marine, and agricultural environments before joining the support team. They hold OEM certifications across Cummins, Detroit, Paccar, Mercedes, International, Ford, CAT, Komatsu, Case, Navistar, John Deere and more. They keep current through Diesel Laptops University and ongoing OEM training. They communicate with you the way another tech in the bay would.
WHAT ABOUT IT ISSUES: SOFTWARE GLITCHES, DRIVER PROBLEMS, ETC.?
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Our IT pros handle that side. They've got hardware, software, and security certifications and 50+ combined years of experience. VCI driver issues, laptop performance, software updates, network connectivity, they handle it. The handoff between the IT side and the diesel side maps through our triage workspace directly.
DO YOU SUPPORT NON-ENGLISH SPEAKERS?
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Communication shouldn't slow down a repair. Our team communicates directly in English and Spanish, and we can immediately support 26 languages through our LogMeIn interface to help your team anywhere in the world.
WHAT IF I CALL OUTSIDE OF SUPPORT HOURS?
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Leave a voicemail or submit a ticket from your diagnostic tool. We'll be in touch first thing the next business morning. Saturdays we're open 8AM to 4PM EST, which covers most weekend emergencies. Sunday is the only day we're fully dark.