After-Sales Support Service
The objective of this support program is to systematically improve the operating technicians’ diagnostic skills through real-time remote control technical support and on-demand training, and to extend the capability of Autel diagnostic equipment by leveraging OEM diagnostic tools and data — ultimately delivering a higher diagnostic success rate, faster workshop turnaround, and reduced business downtime caused by software issues or hardware failure.
Our support specialists will assist with customer inquiries, technical questions and complaints across the following categories.
1 Year Hardware Warranty and 5 Year Maintenance Support
Unlimited Hours Free Access
- Remote hardware diagnoses and troubleshooting for fast solutions.
- Local hardware repair centre with constant OE parts stock.
- Courtesy unit for warranty and TCP repairs that are projected for more than five working days (subject to active software subscription).
- Free essential parts and discounted labour cost for hardware repair under the Total Care Program.
2 Year Software Troubleshooting and Ongoing Subscription Support
Unlimited Hours Free Access
- Support for inaccurate or incomplete software data, such as DTC descriptions, live data parameters, and operation instructions.
- Resolution of software issues or bugs, such as inoperative actuations and special function failures. An improved software version may be pushed to the customer’s SN as soon as a solution is achieved.
- Reporting of underdeveloped features, including missing active tests, special functions, or programming/coding files. Such requests will be raised with the development team, and if accepted, the customer will be notified of a planned release date.
Remote Control Technical Support and On-Demand Training
2 Hours Free Access
- Device initial setup, report system and ICT operational support and on-demand training, including online reports, email and printing configuration.
- Scanner operation guidance, including vehicle selection, function navigation, diagnostics function introduction, DTC analysis and test plan suggestion.
- Special function operational instruction and real-time remote control support.
- TPMS remote programming and on-demand training.
- Remote key programming guidance.
- ECU programming and coding instruction or extra data retrieval.
- Heavy Duty system diagnosis remote support.
OEM Remote Diagnostics and Configuration (Extra Charge Applied)
- OEM instruction retrieved for special operations.
- Security Gateway subscription service.
- OEM remote programming or coding (component protection, security key writing, SCN coding, etc.).
- Immobiliser-related ECU programming and reprogramming.
- Airbag ECU reset.
- Engine ECU reflash and modification.
Autel TCP (Total Care Program)
When TCP is activated, the user will enjoy both the software subscription and the extended hardware warranty. Autel has released Total Care Program (TCP) subscription cards in New Zealand for the MaxiSYS Ultra, the MaxiSYS MS919, the MaxiSYS MS909 and the MaxiSYS 906 Pro (TS), available for purchase through any authorised dealer in New Zealand.
Model Included
MS909 • MS909 S2 • MS919 S2 • MS Ultra • MS Ultra S2 • IM608Pro II • MS906Pro2-TS
When you invest in Autecs Australia Pty Ltd equipment and our comprehensive Support & Service Packages, you gain access to an enhanced support system – meticulously designed by Autecs and our technical distributors. This system includes in-person training, day-to-day call center support, on-demand remote training, remote expert OEM diagnosis and programming, Extended hardware warranty, and long-term maintenance support. This support program aims to keep improving operating technicians’ skills, to chase higher ADAS calibration success rates within customers’ technician groups or chain branches, to decrease average ADAS calibration business turnaround time, and to reduce business downtime caused by software issues and hardware failures.
In-Person Training
This includes a theoretical training of ADAS system and a practical training of ADAS calibration. In the theoretical training, the customer ‘s technician team will understand what ADAS system is; how the sensors work; why the calibration must be conducted within the criterion. In the practical training, the team can be familiar with all calibration procedures and necessary calibration skills as well as basic diagnosis skill. For customers investing on IA900WA and ADAS, the practical training will include extra information on diagnosis and wheel alignment report, vehicle inspection report, ADAS calibration report guideline. Practical operation for all IA900 functions, including wheel alignment, tire trend inspection, full ADAS calibration function and ADAS sensor installation angle checking and adjustment.
Call Center Access and Whatsapp Group Support
(First year free. Service subscription to be paid on top of software subscription)
An expert technician would not be trained in a day. Continuous support and an on-demand training system are crucial factors that lead our customers to a successful investment. An officially approved Engineering team provides the call center service with qualified diagnosis software warranty support and technical support experience with OEM remote diagnosis and programming ability. The diagnosis support system is currently supporting more than 200 ADAS calibration gear sets directly and indirectly all over Oceania.
1 Year Hardware Warranty and 5 Year Maintenance Support (Unlimited Hours Free Access)
- Remote hardware diagnoses and troubleshooting for fast hardware and operation system solutions
- Courtesy unit for warranty and TCP repairs that are projected for more than five working days
2 Year Software Warranty and continuous subscription Support (Unlimited Hours of Free Access)
- Getting support on inaccuracy or deficiency information such as DTC description, live data, operation instruction
- Getting solutions for software issues or bugs, such as inoperative actuation, special function failure, and ADAS calibration function rejected. Within five working days, an improved software version should be pushed to the customer’s SN for testing
- Complaint software issues of short development, active test missing, special function missing, programming or coding file missing. Such a requirement will be raised with the development team, and should such a request is accepted, the customer will be notified with a planned release date for such a function
Technical support (8 Hours of Free Access)
- ICT operational issues such as reports, online reports, email, and printing, DTC analysis and test plan suggestion
- Vehicle or function location issue support
- ADAS Calibration operational instruction and remote support
- OEM instruction retrieve and support for special operations
- Gear setup parameter lighting or operation issue diagnosing
- ADAS sensor installation issues and wiring issues diagnosing
- Test plan for OE design issue causes ADAS calibration to fail
- ECU programming and coding instruction or extra data retrieve
- Heavy Duty ADAS calibration support
Remote Training& On-demand training (Extra charge applied)
- Initial setting up and report system training for newly onboarded staff
- Diagnostics Function Introduction and Scanner Operation
- ADAS system theoretical remote training
- ADAS calibration remote setting up training
- ADAS sensor installation issue and live data diagnosis training
- Remote ADAS-related ECU coding and programming training
- Remote training on Autel remote expert (remote diagnose)
OEM remote diagnose and support (Extra charge applied)
- OEM instruction retrieved for special operations
- Security Gateway subscription Service
- OEM remote programming or coding (component protection, security key writing, SCN coding, etc.)
- Immo-related ECU renewal and reprogramming
- Airbag ECU reset
- Engine ECU reflash and modification
Purchase channel | Autecs Australia Pty Ltd | Other Suppliers |
First-year call center access | Included with purchase | One-off call center access payment of AUD5000+GST |
Yearly call center subscription | AUD1800+GST | AUD2500+GST |
In-person training | Included with purchase | Paid Separately |
Software warranty | Included with purchase and Yearly Software subscription | Support by the original supplier or pay for the call center access payment and subscriptions |
Yearly 8 hours of Free Technical Support | Included with purchase or call center yearly subscription | Included with one-off call center payment or yearly call center |
Extra hours Charge | 150+GST per hour | 200+GST Per Hour |
On-demand remote training | Available from 80+GST | Subject to call center Access from 150+GST |
OEM Remote diagnosis and support | Available from 150+GST per case | Subject to call center Access from 200+GST per case |
Up to 5 Years of Hardware Maintenance Support | Included with purchase | Support by the original supplier or pay for the call center access payment |