Support Access

MHD is for issues that involve either the Hardware (a physical piece of equipment) or with Software (Microsoft Windows or the Diagnostic program)
Examples:

• If I don’t know how to find a certain function in the diagnostics software, such as wind the brake callipers back in order to replace brake pads, then this is a software / hardware problem. Raise a MHD ticket.
• If I cannot use the diagnostics software as it is out of date, then this is a software/hardware issue. Raise a MHD ticket.
• If the VIN cannot be pulled from a vehicle as the communications interface is not talking to the computer, then this is a software/hardware issue. Raise a MHD ticket.
• If I don’t know how to write the service history into the vehicle, then this is a software/hardware issue. Raise a MHD ticket.
• If the computer is very slow to boot up, or an update fails to install, then this is a software/hardware issue. Raise a MHD ticket.

VTS is for issues that cannot be resolved by using the Diagnostics program.

Examples:

• If I have a tailgate or door that does not latch, and I cannot fix it using the diagnostics software, then it is probably an issue with the vehicle. This would be a VTS ticket.
• If I have intermittent fault codes or faults that randomly manifest themselves and the diagnostics software cannot pinpoint a module issue, then it is probably an issue with the vehicle. This would be a VTS ticket.

There are some issues that can be a combination of both VTS and MHD

Example:

• Vehicle fails to start.
• VTS find that the Instrument cluster has malfunctioned and it needs to be replaced. 
• VTS will request that MHD will assist with the programming of the new instrument cluster. 
• The new instrument cluster resolves some of the issues, however the vehicle still will not start. 
• MHD will inform VTS that there is still an issue with the vehicle and VTS will resolve.