Include t he a pproximate t ime a nd d ay t he p roblem o ccurred, t he s pot I D o f t he
material b eing i nserted a nd w hat t he o perator r eported a bout t he i ncident. I t i s a lso
helpful t o n ote a ny r ecent c hanges t o t he s ystem. M ore i nformation i s a lways b etter
than t oo l ittle i nformation.
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Your C ontact D ata: P lease i nclude c ontact i nformation s o w e c an r each y ou t o
discuss h ow t o f ix t he p roblem, a dditional t roubleshooting s teps t hat a re r equired o r
to g ather m ore c omplete i nformation r egarding t he p roblem. P lease i nclude y our
facility n ame ( or c all l etters), y our n ame, t itle, e mail a ddress, t elephone n umber,
hours o f w ork, a nd o ther c ontact p ersons i f y ou a re n ot a vailable.
SLA O ptions
Effective J anuary 1 , 2 014
For q uestions, p lease e mail
SLA S TANDARD*
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Services: I ncludes i nitial p roduct o rientation
Technical s upport M -F 8 AM-8PM ( EST)
Firmware a nd s oftware u pgrades
Includes r epair e xpenses**
Includes g round s hipping w ithin U S
International s hipping i s e xtra
Fees: F ree f or o ne y ear a fter p urchase
SLA P RIORITY 2 4*
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Services: S LA E xtended W arranty p lus...
Technical s upport 2 4x7x365
Expedited s hipping i s e xtra
SLA P REMIUM 2 4*
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Services: S LA P riority 2 4 p lus...
Next b usiness d ay a dvance l oaners
SLA E XTENDED W ARRANTY*
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Services: E xtends w arranty a fter y ear o ne
Includes r epair e xpenses
Expedited s hipping i s e xtra
SLA L EGACY
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Services: I ncludes i nitial p roduct o rientation
Technical s upport M -F 8 AM - 8 PM ( EST)
Firmware a nd s oftware u pgrades
Includes D uet, S oloist 2 / 2 S, M irage, e dje1013/1015/2000/2100/2110.
Most l egacy p roducts c annot b e r epaired
SLA S ESSION S UPPORT
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Services: T echnical s upport M -F 8 AM - 8 PM ( EST)
Includes s upport f or 5 d ays a fter f irst c all
SE S UPPORT
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Services: E vent b ased o n-site t echnical r epresentation
s laquestions@adtecinc.com