Advanced Support Plans; Standard-Priority Support Plan; Priority - 24 Support Plan (24 Hour) - Adtec EN-91 User Manual

● 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 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