ProTek at a Glance

ProTek outweighs standard support plans

 

Standard Warranty

ProTek

Out of Warranty

  Contacting Support

Hours

M-F: 09:00 – 17:00 CT

Sat: 10:00 – 14:00 CT

24 x 7

Same as standard warranty

Time to Answer

Chat or Call-back

Within 5 minutes avg.

Best effort

Email Support

Next business day response

4 business-hour response guarantee

Next business day 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

Renewable until 15 months before planned End of Life (EoL)

Flat fee, averaging ~7% of list until Service EoL

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

No

Assignable

No

Yes

N/A

Repair Time

10 business days (typical)

N/A

10 business days typical usually with flat fee

Exclusions

None

Accessories must be part of a covered system

N/A