Appendix D - A dtec D igital S upport & S ervice
Technical S upport a nd C ustomer S ervice i ncludes t roubleshooting p roduct/system
functional o perations c oncerning A dtec e quipment, e mbedded s ystems a nd s ingle d evice
issues; S ervice O rder g eneration, p rocessing a nd t racking; W arranty c laim p rocessing; a nd
on-site s ystem e valuation a nd m aintenance. T echnical S upport p lans d o n ot i nclude
customer t raining p rograms. P rograms i ncorporating c ustomer t raining a re d efined i n t he
Training S ervices P olicy. C ustomer S ervices t echnicians p rovide l imited i nstruction d uring a
support c all/email/fax i n o rder t o f acilitate c hecking f or p roper e quipment o peration.
Telephone a nd E mail S upport
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Telephone: 6 15-256-6619 e xt. 1 66
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Email: s upport@adtecinc.com
Internet:
h ttp://adtecdigital.com/support/support-request
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Adtec D igital o ffers t elephone, e mail a nd f ax s upport, w arranty a nd s ervice r elated
inquiries d uring n ormal b usiness h ours: 9 :00am t o 5 :00pm C entral S tandard T ime ( CST),
Monday t hrough F riday, h olidays e xcepted. S upport R equests c an a lso b e s ubmitted o n-line.
All i nquiries w ill b e p rocessed i n t he o rder i n w hich t hey a re r eceived a nd b y t he c riteria
outlined i n t he C all R esponse O rder. I nquiries a nd i nquiry r esponses m ade a fter 5 :00 P M
(CST) w eekdays, S aturday, S unday o r o n a n A dtec-recognized h oliday w ill b e p rocessed t he
next b usiness d ay i n t he o rder r eceived.
Callers o n h old a nd r eturned c alls w ill b e p rioritized b y t he f ollowing c riteria:
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Priority-24 S ubscription C ustomers
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Standard-Priority S ubscription C ustomers
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All c ustomers t hat h ave p urchased I nstallation & T raining, w ithin 9 0 d ays o f t he
installation.
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Adtec C ertified O perators ( ACO)
Limited L evel S upport, W arranty & S ervice R equests
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Multi-device s ystem i nstallations t hat h ave p urchased I nstallation & T raining f rom
Adtec
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Distributors
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System I ntegrators
Multi-device s ystems
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Single d evice u sers
Preparing f or S upport
To h elp e xpedite t he t roubleshooting p rocess, p lease b e p repared t o p rovide t he
following i nformation t o t he s upport r epresentative:
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Product(s) a ffected: P lease p rovide a l ist o f t he A dtec P roducts i nvolved i ncluding
the R evision N umber f or e ach a ffected p roduct.
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Description o f t he P roblem: P lease i nclude a d etailed d escription o f t he p roblem.