RealDefense
Partner Success Portal

1. Scope

2. SmartScan Integration

3. SmartScan In-App Messaging

4. White Label Development

5. Licensing API

6. Marketing / eComm Design & Development

7. Testing & Launch

Milestone Tracker

Purpose & Philosophy

This document defines the supported configuration model for the System Mechanic White Label offering. White labeling is visual and brand-level only — all implementations preserve the same features, workflows, and structure as System Mechanic.

What's Included

Color Palette Behavior

Partners provide a primary brand color and major visual selections. The remaining UI colors are automatically defined using a system-generated palette ensuring consistency, accessibility-safe contrast, and a clean professional UI. Partners may override any individual color token from the generated palette.

Required Inputs

Naming Lock Policy

The product name must be final before development begins. Name changes after work begins impact installers, binaries, file paths, and references — requiring rework and resetting delivery timelines.

Configuration Map

A visual Configuration Map showing how each of the above inputs (A–O) corresponds to specific areas of the System Mechanic UI is available as a downloadable reference. Contact your Partner Account Manager to request the latest version, or submit a request via the Request Customization form.

Signing Workflow

Base URL

1. Create License

POST {BaseURL}/licenses

Alternative: Use userid (integer, required) instead of email if the partner prefers user identification without email.

2. Retrieve License

GET {BaseURL}/licenses/{licensekey} — Returns created date, expiration date, disabled status, SKU, and user email.

3. Upgrade License

POST {BaseURL}/licenses/{licensekey}/upgrade?sku={sku_upgrade_to}&orderid={orderid}

Converts a trial key to a paid key, or upgrades to a higher-tier SKU.

4. Renew License

POST {BaseURL}/licenses/{licensekey}/renew?orderid={orderid}

Extends a license when the user decides to renew.

5. Enable / Disable License

PATCH {BaseURL}/licenses/{licensekey}/enable

PATCH {BaseURL}/licenses/{licensekey}/disable

Reserve the disable endpoint for edge cases such as key abuse. Do not use for routine cancellations — allow keys to expire naturally instead.

6. Retrieve SKUs

GET {BaseURL}/skus — Returns all available SKUs for the partner, including name, description, and license model.

7. Get Activation Report (Optional)

GET {BaseURL}/activations?begin={date_begin}&end={date_end}

Optional. Designed for partners offering trials to monitor activations over any date/time period. Returns timestamp, expiration date, license model, license key, and user ID.

Error Codes

Configuration Decisions

Before integrating the Licensing API, partners should align with RealDefense on the following decisions.

Functionality Overview

The Download Manager is a lightweight module that handles reliable delivery, installation, and post-processing of iolo product components. It ensures secure and efficient downloading, launches the installer, and passes the user license key — providing a lower-friction installation experience. Usable in both post-purchase flows and account management systems. Older devices (Windows 7 or 8) receive a certified legacy installer URL.

How It Works — Purchase Funnel

SKU Configuration Parameters

Edge Cases — Default Values

Base URL

1. Get Installation Report

GET {BaseURL}/installations?startDate={startDate}&endDate={endDate}

Parameters: startDate (required, YYYY-MM-DD), endDate (optional)

Response includes: timestamp, version, city/state/country, user ID, install result (Success/AlreadyInstalled/Cancelled/Failure/Conflict), install type (Install/Uninstall/Update), CPU/disk/memory/graphics scores, hardware specs, OS architecture and version.

2. Get Activation Report

GET {BaseURL}/activations?startDate={startDate}&endDate={endDate}

Response includes: timestamp, version, user ID, activation result (Ok / ActivationKeyInvalid / InstallCountExceeded / ExpiredKey / ConnectionError), serial number.

3. Get Activity Report

GET {BaseURL}/activity?startDate={startDate}&endDate={endDate}

Response includes: user ID, serial number, user sessions, active care sessions, registry items repaired, disk space freed, internet clutter removed.

Error Codes

Executive Summary

This guide outlines the implementation approach for launching the RealDefense white-labeled System Mechanic PC optimization product and the RealDefense SmartScan™ within a partner environment. It provides detailed guidance on integration steps, responsibilities, testing, marketing, and support to ensure a successful rollout.

Implementation Timeline & Milestones

Roles & Responsibilities

Project Scope

Technical Implementation

Marketing Considerations

• Pricing strategy: Full/renewal pricing, acquisition discounts
• Cart flow: Direct-to-cart recommended
• Renewal policy: Auto-renewal recommended
• Free trial policy: 30-day free trial with auto-conversion recommended
• Exit offer: Free trial recommended
• Return policy: 30-day money-back guarantee recommended
• Email & retargeting: Define campaign strategy early
• Cross-sell/upsell: Define approach (e.g., Candy Rack integration)

Onboarding User Flow (Post-Purchase)

Testing & Validation

Support Structure

Launch & Ongoing Partnership

What is RealDefense SmartScan™?

RealDefense SmartScan™ is a lightweight, embedded diagnostic DLL built on iolo's System Mechanic technology. It seamlessly integrates with partner applications to detect system inefficiencies and optimization opportunities — without making any changes to the system.

As a PC health assessment tool, SmartScan enables hardware manufacturers and software companies to build an additional revenue stream that scales with the size of their customer base.

How It Works

Marketing Best Practices

Frequently Asked Questions

Milestones

See the White Label Implementation Guide for the full milestone timeline from project scope through post-launch review.

RealDefense Team Responsibilities

• Build and maintain System Mechanic and Download Manager
• Provide Batch Key Files and/or Licensing API access
• Provide SmartScan DLL and technical integration support
• Provide Tier 2 technical support post-launch
• Deliver monthly reporting by the 15th of each month
• Conduct quarterly business reviews

Partner Team Responsibilities

Download Full Deck

Introduction

The RealDefense Smart Scanner is a cross-sell tool that identifies potential causes of Windows PC performance issues. It is delivered as a DLL for integration within a partner host application. The business goal is to help partners notify users of system issues and provide a paid solution through System Mechanic.

Smart Scan is a standalone module (RealDefense Scanner DLL) called by the hosting application (the "Client"). The Partner embeds the DLL in their Client, provides the UI, navigation through the scanning cycle, and processes and displays the results. The Scanner evaluates the host system for possible issues, generates events via API Callbacks, and produces a final JSON output file. Note: the Scanner performs analysis only — it does not repair.

DLL Export List

Callbacks

Integration Sequence

Sample Code

Full sample integration code in both Delphi and C++ is provided in the source document. The sample code demonstrates: loading the DLL, binding all exports, registering callbacks, calling Initialize/Scan/Uninitialize, handling progress updates, and capturing the JSON result from CB_OnComplete.

Download the full PDF from SharePoint for the complete annotated code listings.

Top-Level Fields

Tool: Memory Scan (tool_id: 140)

📌 Recommended threshold: trigger a message when memory_load > 70% (i.e., available memory below 25–30%).

Tool: Internet Junk File Scanner (tool_id: 30)

📌 Recommended threshold: trigger a message when space_occupied ≥ 100MB (100,000,000 bytes). Sub-tool detail is available but not required for messaging logic.

Tool: Windows Junk File Scanner (tool_id: 40)

📌 Note: Internet and Windows junk files are often combined for total junk messaging. Add space_occupied from both tool_id 30 and 40 for the total junk byte count.

Tool: Registry Scanner (tool_id: 60)

📌 Recommended threshold: trigger a message when items_found ≥ 10 registry issues.

Tool: Internet Repair Scan (tool_id: 410)

Threshold Summary

About This File

• File: GenericScannerSigned_Dec2025.zip
• Contents: A signed build of the RealDefense SmartScan DLL for use in partner test environments
• Purpose: Allows partner engineering teams to begin DLL integration and testing before the production-signed build is delivered via the signing process
• Requirements: Must be run within a host application that has Windows administrator privileges

Usage Notes

• Use in conjunction with the SmartScan Technical Documentation and SmartScan Output Structure guides
• This is an example/generic build — an updated SmartScan DLL will be provided with the production white label to ensure the scanner and the installed product return consistent results
• If testing an unsigned build, all AV software must be disabled as unsigned executables will be flagged
• Contact your RealDefense Partner Manager if you need a refreshed or updated example DLL

Download

a. Timing is Key

• Set a thoughtful scan and notification cadence — e.g., every 10 days or twice a month
• Determine when to run the scan — e.g. at boot, machine idle, or as part of a customer-initiated action
• Trigger the offer shortly after the scan completes
• Deploy exit offers to re-engage hesitant users
• When using SmartScan, only run the scan when you plan to trigger a message — you want fresh results to populate the notification
• When using SmartScan, only deliver a message if the results meet the thresholds below — no need to message on every scan

b. Target Effectively

Use system thresholds to identify high-impact users. Recommended thresholds:

System conditions change — repeated scans ensure users are accurately messaged at the right time as issues arise.

c. Messaging Strategy

d. Create Urgency

• Use countdown timers, FOMO messaging, and limited-time trial offers
• Emphasize that performance will continue to worsen without action
• Frame the product as a solution to the specific issue surfaced by the scan

e. Optimize CTAs

• Use bold, high-contrast buttons that stand out from the notification UI
• Test clear, action-oriented verbs: "Fix Now", "Resolve Now", "Speed Up My PC"
• A/B test CTA copy and button color to find what converts best for your audience

Performance Benchmarks

These benchmarks are based on observed partner performance and should be used as directional targets. Results vary by audience quality, price point, and optimization maturity.

RPM Baseline Example

Activation Rate Red Flags

If activation rate falls below 70%, it typically indicates a post-purchase communication issue — most commonly:

• The license key is not prominently surfaced in the order confirmation email
• The download link is buried or unclear
• The installation page lacks clear step-by-step instructions

Review your post-purchase flow against the onboarding best practices in the Implementation Guide.

Landing Page Best Practices

Once a user clicks a SmartScan notification, they should land on a dedicated page that explains System Mechanic and drives them directly to cart. Maintain message continuity — the landing page should mirror the specific issue surfaced in the notification.

Cart & Checkout Recommendations

• Pricing strategy: Display full price with a clear acquisition discount — creates perceived value
• Renewal pricing: Set and display renewal price clearly to reduce surprise at renewal time
• Auto-renewal: Strongly recommended — significantly improves LTV and reduces churn
• Free trial: 30-day free trial with auto-conversion is the highest-converting entry point
• Return policy: 30-day money-back guarantee reduces purchase hesitation
• Cross-sell/upsell: Consider Candy Rack or equivalent for in-cart upsell (e.g., add VPN or Identity Protection)

Post-Purchase Communication Flow

After purchase, make sure the confirmation email and page clearly display the license key — this is how the user activates the product and is the most important piece of post-purchase communication.

Activation Rate Targets

Continuous Improvement Cadence

What to Test

Milestone Benchmarks by Timeline

Pre-Purchase FAQs

These FAQs are designed to educate support agents on how to build customer confidence during the pre-purchase evaluation phase.

Post-Purchase FAQs

These FAQs are designed to educate support agents on how to assist customers effectively during the post-purchase experience.

About iolo

iolo, part of RealDefense LLC, is a global leader in system utility software. Recognized by consumers and industry experts, iolo develops patented, award-winning solutions that repair, optimize, and protect computers — maximizing performance while keeping systems secure. With a presence in 33 countries and products available in 11 languages, tens of millions of users have relied on iolo for PC optimization, security, and data recovery for over two decades.

Support Contacts

Support availability: 24/7 Global Support Coverage

Product FAQs

Installation Issues

Activation & License Issues

Performance Issues

Escalating to RealDefense iolo Support

To open a ticket, email partnersupport@iolo.com with the following information:

Tickets are acknowledged automatically, with a support agent response within 24 hours.

Customer Information

• Customer's full name
• Customer's email address
• Customer's callback phone number
• Product license key
• Purchase date
• Your internal ticket number

System & Environment Information

• Operating System (e.g., Windows 10, Windows 11)
• OS version and build number (e.g., Windows 10 Pro version 21H2, build 19044)
• System architecture (32-bit or 64-bit)
• Any pending service pack or OS updates
• Device specs (RAM, CPU, disk space available)

Issue Description

• Detailed description of the issue — what exactly is happening?
• Any error messages received (exact text or screenshot)
• When did the issue start or first occur?
• Impact on the user — what can they not do?
• Is the issue consistent or intermittent?
• What action(s) triggered the issue? (e.g., activating software, running a scan, optimizing)
• Exact steps taken by the user when they noticed the issue

Troubleshooting Already Attempted

• List all troubleshooting steps already taken by Tier 1 support
• Any temporary workarounds or solutions attempted
• Whether the issue could be reproduced internally

Attachments & Logs

• Screenshots of error messages, system performance, or unusual behavior
• Log files from: C:\ProgramData\iolo technologies\Logs
• Windows Event Viewer logs
• Screen recordings if available

Priority Level Assessment

Escalation Flow

This process defines the guidelines for when and how to escalate tickets to RealDefense iolo Support, and vice versa.

Escalation Contacts

Escalation Email Templates

RealDefense iolo Support to Partner Escalation

RealDefense iolo Support will escalate a ticket back to the Partner when they are the Merchant of Record and the issue relates to:

• Billing or subscription management
• Refund or cancellation requests
• Payment method updates
• Subscription renewal questions

Response SLA: Customers receive a response within one business day. Tickets are assigned to a technical support agent who provides regular updates until the issue is fully resolved.

Trust & Legitimacy Objections

Performance & Value Objections

Cancellation & Refund Objections

Handling Principles

System Mechanic Overview

Customer Experience Flow

Roles & Responsibilities

RealDefense iolo Support Channels

Key Resources

Why This Training Matters

The goal of this training is to equip your support team with an overview of product functionality, the end-user experience, and expected product behaviors — so they can confidently address customer concerns with clarity, credibility, and consistency.

Agents who understand how and why System Mechanic works are significantly more effective at retaining customers, resolving issues faster, and escalating appropriately when needed.

Training Agenda

• RealDefense iolo & System Mechanic product overview
• System Mechanic Standard features
• Customer experience flow (notification through renewal)
• Support channels and how to route inquiries
• Roles & responsibilities — what RealDefense iolo Support handles vs. what our Partner handles
• Resources and documentation
• Responding to customer sentiment and common objections

Key Product Knowledge

Responding to Common Customer Sentiments

Escalation Quick Reference

Training Deck Download

System Mechanic

System Mechanic: 3000x3000

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SM Performance DeepClean Complete

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SM Performance Deepclean Home

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SM Box Facing Right — Large

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SM Box Facing Right — Medium

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SM Box Facing Right — Small

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SM Box Front — XLarge

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Privacy Guardian

PG Box Front — XLarge

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iolo Logo

iolo Logo

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iolo Logo

SVG

Note: These guidelines apply to RealDefense-branded and co-branded solutions only. White Label partners should follow their own internal design guides.

Ideal Toaster Design

Ideal Toaster Design

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Ideal Toaster Design — Telemetry

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CTA Testing

Toaster CTA Test

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