Adtec digital RD-30 (version 2.1.1) Manual - Manual (Page 38)

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.
● 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.
SLA Options
Effective January 1, 2014
For questions, please email slaquestions @ adtecinc . com
● SLA STANDARD*
Services: Includes initial product orientation
Technical support M-F 8AM-8PM (EST)
Firmware and software upgrades
Includes repair expenses**
Includes ground shipping within US
International shipping is extra
Fees: Free for one year after purchase
● SLA PRIORITY 24*
Services: SLA Extended Warranty plus…
Technical support 24x7x365
Expedited shipping is extra
● SLA PREMIUM 24*
Services: SLA Priority 24 plus…
Next business day advance loaners
● SLA EXTENDED WARRANTY*
Services: Extends warranty after year one
Includes repair expenses
Expedited shipping is extra
10.29.14- v2.1.1