ADC Subscription Support (Single Machine)

Subscription Support takes Basic ADC Support to a whole new level; starting by putting you first in line.  The Subscription Support is also tailored towards your support needs. ADC works with the customer to assure the maximum level of support is being reached. ADC Subscription Support includes, but is not limited to the following benefits:

·       Response to your case request within 2-4 Business Hours

·       Free Web Dial-In Support (On Capable Equipment)

·       Free Video Conference Support

·       Access to your own ADC Customer Portal

·       Discounted ADC Service Rate. (See Below)

·       Spare Parts sold at 10% discount. (Contact ADC if you do not have the current Critical Spare Parts list for your equipment)

·       Free Assembly and Electrical Drawings, PDF’s stored in your Customer Portal, along with other machine related documents. The documents remain in your customer portal for the life of your machine (Access to the portal requires continued renewal of the Subscription Support program).

Technical support services. ADC Subscription Support provides you with live technical support. Support services include telephone assistance with product features, menu commands, installation issues, and troubleshooting. Subscription Support also includes free remote “connect” support, Web Conferencing, and after hours responses from 7 am to 9 pm central standard time.

The ADC Customer Portal gives you 24/7 online access to a full range of information and resources featuring:

·       Access the Knowledge Base, containing a wide range of technical documents and resources. 

o   Search a comprehensive library of documents, including Technical Articles, Help Topics, Tech Tips, Tech Alerts, and Best Practices, all written and reviewed by ADC experts and stored in your customer knowledge base. Machine manuals, FAQ’s, Preventive Maintenance, Electrical Drawings: Whenever you need information - day or night - be confident that the answers are at your fingertips.

·       View your Service Requests.

o   As well as your case request history – Along with the solution to the problem

·       Review and register your software license and Subscription Service renewal information.

·       Edit your profile.

ADC Lab Level Subscription Support

Lab Level Subscription Support includes everything that the base Subscription Support Plan offers, but covers your entire lab’s worth of ADC equipment. Have two ADC machines? Three? Seven? Doesn’t matter.  With Lab Level Subscription Support, it’s all covered under the subscription plan. Machines must be at the same physical address. 

SportsLogic Support                

Included with both levels of Subscription Support.  It can also be purchased separately.

SportsLogic is the control platform on all computer controlled systems shipped after January 2010.  It is the basis of all future projects, as well. As a licensed support user, your organization receives upgrades and updates, technical support, and priority response from the ADC Support team.  ADC will respond to your case within 2-4 business hours of the case request being generated. (See “How to Get Technical Support”)

Software upgrades and enhancements. Get automatic upgrades to the most current versions of ADC Software platforms, including new releases and service packs for SportsLogic, Recorder, RecorderCE, VG02 Config, and receive support for upgrading from previous control platforms (ASAP, KAT Control, Fusion) into the new SportsLogic platform.  ADC is continually improving its software and responds quickly to issues reported by customers. Automatic email notification keeps you on top of important news, service requests, and the latest software updates.

Knowledge Base. Search a comprehensive library of documents, including Technical Articles, Help Topics, Tech Tips, Tech Alerts, and Best Practices. In-depth articles give you insight into Bug Fixes, operations, and solutions covering all product capabilities.

Enhancement request privileges. Your SportsLogic Support membership entitles you to make enhancement requests, so you can directly influence the future development of SportsLogic software

The ADC Customer Portal gives you 24/7 online access to a full range of information and resources featuring:

·       Find the latest versions of SportsLogic software and service pack updates. 

·       Access the Knowledge Base, containing a wide range of technical documents and resources. 

·       View your Service Requests.

·       Make enhancement requests. 

·       Review and register your software license and Subscription Service renewal information.

·       Edit your profile.

To Enroll in the ADC Subscription Support Program:

1.     Contact ADC at 630-783-1150 or email sales@automateddesign.com

2.     Inform ADC of which plan you would like to enroll in (Subscription Support or Lab Level Subscription Support).

3.     Have a list of the machines that are being covered. ***For Lab Level Support, only machines located at the same address will be covered.***

4.     Payments are due upon enrollment. We accept Visa, American Express, and Master Card. We also accept Purchase Orders. Payment will be due upon receipt of invoice.

5.     Once payment is received, ADC will begin migrating your drawings and other documents to your new Customer Portal.  ADC will issue you your customer portal name and password.

How To Get Technical Support

Open a Case Online
If you are already a registered user of ADC Subscription Support, access our support portal by going to the following page: www.automateddesign.com and clicking on the “Support” tab.

1. Log In to your account and click on the Automated Design portal link.
2. Select “Add Request,” make sure to select “ADC Support Admin” as the department, and thoroughly describe the issue you are encountering. Be sure to include the serial number of your machine and a machine description. Click “Save” at the bottom of the screen when all fields are complete.
3. If you are a registered Subscription Support member, an ADC representative will contact you within 2-4 business hours. If not, the typical wait time will be 2-4 business days.

Open a Case via Phone
Call 630-783-1150, Monday-Friday, 8:00 am – 4:30 pm CT
If you contact us via phone, your call will be logged by our central help desk. When calling for technical support, please have the following information ready:

* Machine Serial Number
* Symptoms and Severity of Problem
* A call back number

How to Get a Password
Please contact Automated Design at 630-783-1150 to become a registered Subscription Support member. Your Personalized Portal and password will be set up within 2 business days.

How to Track a Case
For Subscription Customers: Once you’ve logged in to your account and accessed the Automated Design portal, you can track your case(s) by clicking “My Requests.” Past and present cases will be shown with their current status (open, closed, on hold). All correspondence regarding each case will be available through the portal. For Non-Subscription Customers, call 630-783-1150 for an update on your case, or respond to the Case request email that was sent to you when the case was opened.