Adtec digital mediaHUB (version 02.00.13) - Manual (Page 20)

Appendix 18
Standard-Priority Support Plan
Customers can improve upon our normal call processing times
and can expedite inquiry support responses through our subscription
Standard-Priority service plan. Under this plan all telephone inquiries
are guarantied** a telephone response of no more than 4 hours after
they are received (within the designated hours of operation). Telephone
inquiries received by 4:00 PM (CST) on weekdays, excluding Adtec
holidays are guarantied a same-day telephone response. However,
inquiry responses may be made after hours until 8:00 pm (CST).
Email and fax inquiries are limited in scope to normal business hours,
excluding holidays. Standard-Priority customers are entitled to a 10%
discount on site visit and training charges after the initial system/
product installation and training. Standard-Priority customers also
receive a 3-day turnaround time guaranty* on warranty and non-
warranty repairs on Adtec manufactured equipment, excluding Studio
Encoders.
Priority - 24 Support Plan (24 Hour)
In addition to our Standard-Support plan, after hours, weekend
and holiday support is available with the Priority-24 support plan. This
plan is a subscription only service available for service inquiries 24
hours a day, 7 days a week. All telephone inquiries are guarantied* a
telephone response of no more than 2 hours. Email and fax inquiries
are limited in scope to normal business hours, excluding holidays. Calls
after 5:00 PM will be forwarded to a Customer Services representative
on call. Priority-24 customers are entitled to a 25% discount on site
visit and training charges after the initial system/product installation
and training. Priority-24 customers also receive a 1- day turnaround
time guaranty* on warranty and non-warranty repairs on Adtec
manufactured equipment, excluding Studio Encoders.