Adtec EN-210, User Manual

Page: 61 / 63

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:
​​ ​
support@adtecinc.com
● 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.
● Description
​ ​
of
​ ​
the
​ ​
Problem:
​​ ​
Please
​ ​
include
​ ​
a
​ ​
detailed
​ ​
description
​ ​
of
​ ​
the
​ ​
problem.