Adtec digital EN-20 (version 2.03.06) Manual - Manual (Page 7)

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 warranty and non-warranty repairs on Adtec-manufactured equipment,
excluding Studio Encoders.
Plan Comparisons
Feature/
Plan Name Priority-24 Standard Priority Limited
Hours 24 Hours/Day; 7
Days/Week 9:00 AM – 5:00 PM,
(U.S.Central Standard
Time),
Excludes Weekends &
Holidays
Call Response
Time Same day- 2 hours
(1st in order of call
list) Same Day: 4 Hours (2nd in
order of call list) 48 Hours
Discounted Site
Visits 25% 10% None
Discounted
Training 25% 10% None
Repair Service Guaranteed* 1 Day
Turnaround 3 Day Turnaround None
* A one-month free service extension will be awarded if Adtec fails to meet its service
guarantee.