Smarts has two separate and distinct programs to provide protection against equipment failures and to provide an ongoing stream of support to help with routine problems as well as off air emergencies. Both the support and warranty programs are optional and available at additional monthly costs from Smarts. This document deals with support, defined as telephone help for software related issues. Hardware issues are covered under extended warranty services in another section

Support

Support falls into 4 different classifications. There is daytime support that is provided from 8 am until 5 pm Monday through Friday, Central time. Smarts also provides emergency overnight support to help stations that have an off-air emergency. Unless special arrangements are made (such as a scheduled telephone install), Smarts does not provide routine support outside of regular office hours.

Time Frame	Routine (Non-Emergency)	Emergency off air
Daytime Support (8-5)	Available	Available
Night Support (all other hrs)	Not Available	Available

Therefore, off air emergency support is available 24/7, and all other support available during regular office hours.

Contacting Support

To contact support, dial (800) 765-2930. Depending on the time of day, two different routines will occur. If the call is during regular office hours, a voice mail computer will intercept the call and ask for a 4 digit code that has been assigned to your account. We strongly suggest that this code number be placed somewhere in your studio where it is available to all operators. Once the code is entered, you will be ask to press different characters to identify the type of equipment you have, and to designate if the problem is routine or an emergency. You will also have the opportunity to leave a brief voice message describing the specific nature of the problem.

That call is then routed to a website that places an icon on desktops of support techs located at Emmetsburg, Iowa, Dallas Texas, Hibbing Minnesota, and Sioux Falls, South Dakota. In the event you have declared an off-air emergency, your call is advanced to the top of the Que and will be returned in 5 minutes or less. If you have designated the call as routine, your call will be returned as soon as possible, always the same day and generally within one hour.

What is included under support

Support services are designed to answer questions regarding the programming of Smarts and On Air Digital products, including our digital audio systems (Smartcaster, Skylla and UDS II) our traffic and billing systems, music systems and ancillary programs that work with the main systems. However, it is not always possible to draw a definitive line, and the Smarts support staff is trained to be liberal in making a determination as to what is covered under the support agreements. Nevertheless, there are certain things that are not covered under support, and cannot be supported by the Smarts Staff.

Digital paths are supported by Smarts within every unit sold and between any units included in the system. This includes all units sold by Smarts (including digital audio, music, traffic systems, production systems) and any Ethernet switches sold by Smarts that interconnect that equipment Again, not all equipment on the network is supported.

What is not included under support

If you have a digital audio system from Smarts, we will support anything in the system from the point of entry of audio to the point that it exits the system. We will not, however, troubleshoot audio pathways outside of the system, including routing of audio from satellite receivers, audio through the control board, or audio out to the transmitter audio chain. As a general rule, Smarts will be responsible for audio paths from the point the audio enters our switcher to the point that it exits to either the control board or transmitter.

Digital equipment not supported includes any computers, printers or other items connected to the network that are not part of the system described above. We are also not responsible for any switches or interconnect wiring among or between those computers or accessories.

Special support services

Smarts will provide support for items not normally supported for a fee of 80 dollars per hour, but requests that such support be scheduled in advance so Smarts can be adequately staffed to handle the responsibility.

Limitations on support

Smarts support staff will be extremely liberal in providing support services for the fees listed below. However, those fees are based on a maximum of 3 hours of support services provided each month. In the event that a customer consistently exceeds three hours per month, the customer will be billed $80 per hour for the time spent above 3 hours monthly.