Adtec digital RD-30 (version 2.1.1) Manual - Manual (Page 37)

Appendix C - 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
10.29.14- v2.1.1