Adtec digital MAS & iptvManage - Manual (Page 41)

39 Appendix
A - Contacting Customer Support
Technical Support and Customer Service includes troubleshooting
product/system functional operations concerning Adtec equipment
,embedded systems and single device issues; Service Order generation,
processing and tracking; Warranty claim processing; and on-site
system evaluation and maintenance. Technical Support plans do not
include customer training programs. Programs incorporating customer
training are defined in the Training Services Policy. Customer Services
technicians provide limited instruction during a support call/email/fax in
order to facilitate checking for proper equipment operation.
Telephone and Email Support
Telephone: 615.256.6619
Email: [email protected]
Internet: www.adtecinc.com/supportrequest/
Adtec Digital offers telephone, email and fax support, warranty
and service related inquiries during normal business hours (9:00 AM
to 5:00PM Central Standard Time CST, Monday thru Friday, except
holidays. Support Requests can also be submitted on-line.
All inquiries will be processed in the order in which they are
received and by the criteria outlined in the Call Response Order.
Inquiries and inquiry responses made after 5:00 PM (CST) weekdays,
Saturday, Sunday or on an Adtec recognized holiday will be processed
the next business day in the order received.
Callers on hold and returned calls will be prioritized by the
following criteria:
• Priority-24 Subscription Customers
• Standard-Priority Subscription Customers
• All customers that have purchased Installation & Training, within 90 days of
the installation
• Adtec Certified Operators (ACO)
• Limited Level Support, Warranty & Service Requests
• Multi-device system installations that have purchased Installation & Training
from Adtec
• Distributors
• System Integrators
• Multi-device systems
• Single device users
Information needed for Support
To help expedite the troubleshooting process, please be prepared
to provide the following information to the support representative.
Product(s) affected: Please provide a list of the Adtec Products
involved including the Revision Number for each affected product.
Description of the Problem: Please include a detailed description
of the problem. Include the approximate time and day the problem
occurred, the spot ID of the material being inserted and what the
operator reported about the incident. It is also helpful to note any
recent changes to the system. More information is always better than
too little information.
Your Contact Data: Please include contact information so we
can reach you to discuss how to fix the problem, additional
troubleshooting steps that are required or to gather more complete
information regarding the problem. Please include your facility name
(or call letters), your name, title, email address, telephone number,
hours of work, and other contact persons if you are not available.
Advanced Support Plans
In addition to our basic Inquiry Response Policy, Adtec offers
two advanced levels of priority inquiry support: Standard-Priority
and Priority-24. The Standard-Priority & Priority-24 plans provide
guaranteed* response times with the Priority-24 plan offering after
hours and holiday support. Standard-Priority support is included with
the Adtec Certified Operator (ACO) training. Contact Adtec Sales to
upgrade your current support plan.
SUPPORT PLAN PRIORITY –24 STANDARD-
PRIORITY
LIMITED
Hours 24 Hours/Day
7 Days/Week
“9 AM – 5 PM
(CST), Excluding
Weekends &
Holidays”
9 AM – 5 PM
(CST) Excluding
Weekends &
Holidays
Call Response
Time: Guaranty*
Same Day: 2
Hours (1st in
order of call list)
Same Day: 4
Hours (2nd in
order of call list)
48 Hours
Discounted Site
Visits
25% 10% None
Discounted Training 25% 10% None
Repair Service:
Guaranty*
1 Day Turnaround 3 Day Turnaround None
One month free service extension will be awarded if Adtec fails to
meet its service guarantee.