The terms and conditions defined in this document applies to all ADF Solutions’ products that have an active license and support subscription.
Response time should not exceed 48 hours. ADF Solutions hotline is reachable by phone or by email during the following time frames from Monday to Friday:
| Time Zone | Support Hours |
|---|---|
| Eastern Standard Time (US) | 5:00am to 5:00pm |
| Central Standard Time (US) | 4:00am to 4:00pm |
| Mountain Standard Time (US) | 3:00am to 3:00pm |
| Pacific Standard Time (US) | 2:00am to 2:00pm |
Contacting the ADF Support Team
The support contact information is: Phone: +1 301-312-6578 extension 3
Email: [email protected]
Clients will be informed if phone number and email address change.
ADF Solutions observes the following holidays and does not provide support during the listed days:
| Holiday | Annual Event Date | Holiday | Annual Event Date |
|---|---|---|---|
| New Year’s Day | January 1 | Labor Day | 1st Monday in September |
| Martin Luther King Day | 3rd Monday of January | Columbus Day | 2nd Monday in October |
| Presidents Day | 3rd Monday of February | Veterans’ Day | November 11 |
| Memorial Day | Last Monday of May | Thanksgiving Day | 4th Thursday in November |
| Independence Day | July 4 | Christmas Day | December 25 |
ADF Solutions has a technical team dedicated to customer support. ADF Solutions offers one standard level of support services. The support department provides customers with immediate assistance for all incidents with ADF software. Please refer to the definitions to qualify if your incident is covered by the ADF support service.
Problems shall be considered resolved when corrective actions resume the normal performance of a feature or function or the End User and ADF agree that the software is “working as designed”, and the CUSTOMER conveys acceptance to ADF Solutions.
Support cases are opened as soon as a phone call or an email is received for a new incident. A new case number is then assigned to the incident. ADF Solutions will provide progress updates to the customer, daily or whenever required by the customer.
This step is the identification and isolation of the problem. The incident is first diagnosed based on the initial information provided by the customer. If the incident cannot be resolved immediately, ADF Solutions will work with the customer to gather more information to identify and isolate the problem. If the reported issue is not related to any ADF Software, the case will be closed.
If technically possible, ADF Solutions will provide the customer with a temporary workaround to the problem while a definitive solution is being worked on.
This is the solution provided by ADF Solutions to resolve the problem. For certain incidents, ADF Solutions may choose to delay the definitive solution to a future release of its software.
ADF Solutions schedules the following upgrades on a periodic basis:
A major upgrade is released when important changes are introduced such as user interface redesign, data structure changes, and new concepts. A major upgrade is reflected by an increase in the first digit of the version number (e.g. 2.5.0 to 3.0.0).
A minor upgrade is released to introduce new features, improve stability and performance, and fix bugs. A minor upgrade is reflected by an increase in the second digit of the version number (e.g. 2.5.2 to 2.6.0).
A bug fix upgrade is released when important bug fixes need to be released. A bug fix upgrade is reflected by an increase in the third digit of the version number (e.g. 2.5.0 to 2.5.1).
