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User Manual for NOP1840 PEP-Box Server
Care Pack
Newtec proprietary
Version 1.0
Confidentiality :
Unrestricted
Page 6 / 96
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No additional cost neither for repair nor for shipment to customer when defects under normal use
and circumstances;
•
Guaranteed repair time (service level dependent);
•
All returned units are upgraded to the latest firmware and hardware revisions, unless agreed
differently.
Repair time
When hardware defect is detected on equipment, a Return Material Authorization (RMA) number will
be assigned to the faulty unit and the customer will be asked to return the unit to Newtec for factory
repair. No later than 25 business days after receipt of equipment, Newtec will send back the repaired
equipment.
Software Subscription
Newtec Care Pack provides access, without any additional cost, to the latest patches and
maintenance releases. These updates guarantee product integrity, increase product reliability and
usability, and ensure improved performance.
Care Pack Extended
Extra features on top of Care Pack Basic include:
Newtec Technical Support
Priority technical assistance
Any request for technical support on equipment covered by ‘Care Pack extended’ will be handled with
higher priority. Newtec guarantees response within 1 business day.
Remote troubleshooting
On top of technical support by phone, Newtec support engineer could remotely access the faulty
equipment. Troubleshooting is performed from a remote location so as to evaluate and provide a
solution.
Repair time
No later than 15 business days instead of 25 business days after receipt of equipment, Newtec will
send back the repaired equipment.
Software release notification
Receive personalized notifications on new software releases, including information on the latest
software improvements and known problems (maintenance software release) and on new features
(major software releases).
Assistance for software upgrade
Newtec provides operational advice and assistance for software upgrade process (upgrade of
equipment firmware or feature release).