Adtec digital DPI-1200 (version 01.04.08U) Manual - Manual (Page 6)

Preparing 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
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 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 guaranteed 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 guarantee* 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