User Manual for NOP1840 PEP-Box Server
Care Pack
Newtec proprietary
Version 1.0
Confidentiality :
Unrestricted
Page 5 / 96
Care Pack
Newtec offers two types of support services package for professional equipment. This guarantees that
you will receive individual attention and personalized services. Care Pack Basic is proposed as a
default service option. However you can enjoy an extended maintenance and support package with
Care Pack Extended.
Both Care Pack’s offer an extended warranty period of 3 years and committed repair times.
Along with the access to the Newtec Service Desk tool, with both Care Pack’s you benefit of Technical
Support by Newtec experts based on the analysis of diagnostic reports and assistance for setting
configuration parameters.
Newtec Care Pack will provide access to the latest patches and maintenance releases.
When opting for Care Pack Extended, on top of the Care Pack Basic services, you will enjoy
competitive repair times and Newtec will handle your requests within a period not exceeding 1
business day. Moreover Newtec experts will remotely access the faulty equipment for diagnostic. You
will also receive personalized notifications on new software releases and Newtec will provide
operational advice and assistance for software upgrade
When not opting for any Care Pack, the equipment will be granted a legal warranty of 12 months and
the support requests related to this equipment will be handled on a best effort basis.
Care Pack Basic
Access to Service Desk tool
The Newtec web-based ticketing tool is intended to provide a Single Point of Contact to manage and
formalize the communication between the customer and Newtec. A personalized access will be given
to the registered Care Pack users.
Newtec Technical Support
Newtec provides technical support through the Service Desk tool or by phone to resolve identifiable
and reproducible problems, and to help identifying problems that are difficult to reproduce. The
customer can also receive assistance for setting configuration parameters.
Diagnostic report analysis
When customers are facing a malfunction on the Newtec equipment, the customer will be asked to
provide a diagnostic report out of the equipment. This report will be analyzed by a Newtec Support
Engineer in order to provide technical assistance and eventually corrective measures to the customer.
3 Year Warranty
Care Pack offers extended warranty with a 3 year period from the date of shipment instead of the
standard warranty of one year. Warranty means: