PROFESSIONAL Services

Deliver Train Assure Assist

Absolute assurance for your critical installations

Deliver - Design Support & CommissioningReduce your commissioning time with the support of Adder’s on-site engineering services. Our engineers will visit your site to ensure that your High Performance KVM solution is configured and optimized to fit your applications and needs. We can can help in many ways, for example, offering system pre-configuration, API integration support, design services and more.

Train - Giving Users Absolute Confidence Maximise system performance by equipping your engineers and administrators with the knowledge and tools they need to, for example; manage your AdderLink Infinity system in real-time. We can train your team on-site in their own environment or they can attend one of Adder’s regular training events.

Assist - Service Level Agreements (SLA)Our new Service Level Agreements (SLA) give our customers absolute assurance beyond the standard warranty program. Giving access to specialist engineering resources, advance hardware replacement, feature & firmware update alerts alongside one to one assistance by phone, remote access and when needed face to face on-site. The Adder SLA is like having an Adder specialist support engineer by your side day and night, there to support you.

Assure - Enhanced WarrantiesOur enhanced warranty program gives you peace of mind, and helps you better manage the operational life of the product you choose, and the solution you use it for. All Adder products come with a standard 2 year warranty, which can now be extended for up to 5 years. It is also possible to purchase an enhanced warranty for existing devices already in use.

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For more information visit: www.adder.com/professionalservices

SLA - Service Level Agreements

Business Service Level Agreement

Local business hours support

Adder technical support will be fully available to Business SLA customers during normal local business hours.

Advanced replacement on hardware Replcement product will be shipped within one working day of

fault confirmation. Shipping times are standard.

Enhanced warranty on hardware Warranty extended and prioritised to guarantee a 5 day

turnaround.

Engineer telephone call back <2 HrsOnce alerted, an Adder engineer will call you to resolve the

problem in less than 2 hours, normally much quicker.

Remote connected support <8 Hrs Remote support will be available directly from Adder Technical

Engineers within 8 hours.

On-site support: <5 daysSite visits as deemed necessary by Adder Support.

Prioritized support SLA support requests will be prioritised above standard support

activities.

Firmware announcements New software releases are available free of charge during the

support contract period. Upgrades will contain a variety of bug fixes & new features.

EnterpriseService Level Agreement

24/7 Support

Adder technical support will be fully available to Enterprise SLA customers continuously 24Hrs a day.

Advanced replacement on hardware Replcement product will be shipped within one working day of

fault confirmation. Shipping times are standard.

Engineer telephone call back <2 HrsOnce alerted, an Adder engineer will call you to resolve the

problem in less than 2 hours, normally much quicker.

Remote connected support <4 Hrs Remote support will be available directly from Adder Technical

Engineers within 4 hours.

On-site support: <5 daysOnce assesed by your Adder technical support specialist, On-site

support will be available within 5 days.

Prioritized support Submit an online support request & receive a call directly from an

Adder Engineer within 2 hours.

Firmware announcements New software releases are available free of charge during the

support contract period. Upgrades will contain a variety of bug fixes & new features.

Named account contact

Meet us at CCW 2015 - Booth 949 For more information visit: www.adder.com/professionalservices