Adtec digital mediaHUB-HD 422 (version 1.01.10_M_2) Manual - Manual (Page 87)

Contacting Customer Support
Adtec Digital's Support Services
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 ext. 166 •
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:
9:00am to 5:00pm Central Standard Time (CST), Monday through Friday, holidays excepted. 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.
Standard-Priority Support Plan Description
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 guaranteed* a telephone response of no
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