Adtec digital EN-30 (version 1.02.02) Manual - Manual (Page 57)

Appendix D - Adtec Digital Support & Service
Technical Support and Customer Service includes troubleshooting product/system
functional operations concerning Adtec equipment, embedded systems and single device
issues; Service Order generation, processing and tracking; Warranty claim processing; and
on-site system evaluation and maintenance. Technical Support plans do not include
customer training programs. Programs incorporating customer training are defined in the
Training Services Policy. Customer Services technicians provide limited instruction during a
support call/email/fax in order to facilitate checking for proper equipment operation.
Telephone and Email Support
● Telephone: 615-256-6619 ext. 166
● Email: [email protected]
● Internet: http :// adtecdigital . com / support / support - request
Adtec Digital offers telephone, email and fax support, warranty and service related
inquiries during normal business hours: 9:00am to 5:00pm Central Standard Time (CST),
Monday through Friday, holidays excepted. Support Requests can also be submitted on-line.
All inquiries will be processed in the order in which they are received and by the criteria
outlined in the Call Response Order. Inquiries and inquiry responses made after 5:00 PM
(CST) weekdays, Saturday, Sunday or on an Adtec-recognized holiday will be processed the
next business day in the order received.
Callers on hold and returned calls will be prioritized by the following criteria:
● Priority-24 Subscription Customers
● Standard-Priority Subscription Customers
● All customers that have purchased Installation & Training, within 90 days of the
installation.
● Adtec Certified Operators (ACO)
● Limited Level Support, Warranty & Service Requests
● Multi-device system installations that have purchased Installation & Training from
Adtec
● Distributors
● System Integrators
● Multi-device systems
● Single device users
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.