Adtec digital Soloist-HD Pro (version 02.07.09) Manual - Manual (Page 5)

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.
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 warranty and non-warranty repairs on Adtec-manufactured equipment, excluding Studio
Encoders.