Standard Warranty

ProTek℠

Out of Warranty

Care

Elite

  Contacting Support

1 800 862 7837

M-F: 08:30 – 19:00 CST

S-S: 10:00 – 14:00 CST

Extended to 23:00 CST

Call Elite Service Provider for Level 1 service

Same as standard warranty

Time to Answer

Best effort

Within 5 minutes avg.

Elite Service Provider Hotline to Level 2 Service

Best effort

Email Support

Next business day response guarantee

4 business-hour response guarantee

Best effort response

  Self Help

User Forums

forums.newtek.com

Knowledge Base

yes

Trouble shooting

yes

Web Training

tv.newtek.com

  Coverage

Hardware Repair

12 months from registration

12 months from registration, renewable until 15 months before planned End of Service (EoS) status

Flat fee, ~7% of list for systems that are not EoS

Updates & Upgrades

Free updates, automatic notification

Shipping Costs

User pays for shipping to repair depot.  NewTek pays for return shipment

Shipping Method

Standard Ground

Next Day

Standard Ground

Advance Exchange

No

Yes, flat charge $295 for one-way exchange

Yes, free if no Loaner unit available

No

Assignable

No

Yes

Yes
(becomes ProTek Care)

N/A

Repair Time

10 business days typical

3-5 business days guarantee

10 business days typical with flat fee

Exclusions

None

Accessories must be part of a covered system

N/A

  Is your product...

Out of warranty, but fewer than three years old?

We will continue to offer service on your product as a courtesy thoughout the 90-day program grace period, beginning October 1, 2011.

NewTek has several product trade-up pricing offers that will give you the best value for trading in your current NewTek product for the latest system, with the highest level of support.

Out of warranty, but purchased after October 6, 2010?

Your product is still eligible for ProTek by purchasing the coverage before the program goes into effect, with an effective coverage date of January 3, 2012. You may then renew annually.

Less than a year old, and still under warranty?

We will honor your warranty. You are also eligible to purchase the enhanced ProTek coverage before the program goes into effect, with an effective coverage date of January 3, 2012 and an end date well past when your existing warranty would have expired. You may renew annually.

Just purchased?

Opt for the standard warranty and be covered for the standard 12-month protection. OR purchase the ProTek program, and on January 3, 2012, you'll get a full year of ProTek coverage, effectively extending your warranty until January 2013.