Adtec digital DTA-3050 (version 6.02.14) Manual - Manual (Page 82)

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
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) Description
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 guaranteed* a telephone response time 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 guarantee* on warranty and
non-warranty repairs on Adtec-manufactured equipment, excluding Studio Encoders.
Plan Comparisons
Feature/
Plan Name
Priority-24 Standard Priority Limited
Hours 24 Hours/Day; 7 Days/Week
9:00 AM – 5:00 PM, (U.S.Central Standard Time),
ExcludesWeekends & Holidays
Call Response Time 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 Guaranteed* 1 Day Turnaround 3 Day Turnaround None
* A one-month free service extension will be awarded if Adtec fails to meet its service guarantee.
Appendix 72