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:
●
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:
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Priority-24 Subscription Customers
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Standard-Priority Subscription Customers
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All customers that have purchased Installation & Training, within 90 days of the installation.
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Adtec Certified Operators (ACO)
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Limited Level Support, Warranty & Service Requests
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Multi-device system installations that have purchased Installation & Training from Adtec
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Distributors
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System Integrators
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Multi-device systems
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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. 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
