Operational Support – Newtec Products

Operational support services for our Newtec product lines ensure every ST Engineering iDirect partner stays in the best position to fully enhance their service offerings and maximize every competitive advantage. We provide peace of mind with top notch maintenance and support services on a global scale. Our services are built on solid ITIL processes and delivered by highly qualified staff under ISO 9001:2015. Depending on your chosen service level, we will assign a dedicated SLA manager and meet you for regular performance reviews.

Operational Support Newtec
  • Care Pack Protects Your Equipment

    Care Pack service packages give you privileged access to the Technical Assistance Center (TAC) for Newtec product lines for expanded and extended protection on your equipment 

    Care Plan Protects Your System

    Need Additional Services? Care Plan is a customized range of maintenance and support services adapted to your business needs. 

    Total Care Protects Your Solution

    Total Care is our most comprehensive maintenance and support offering, providing the best of our service catalog in a cost effective package.

  • CARE PACK PROTECTS YOUR EQUIPMENT

    Care PackCare Pack support services package protects your Newtec product line equipment over a 3-year or 5-year period compared to the standard 1-year warranty period. It gives privileged access to the Technical Assistance Center (TAC) for Newtec product lines for expanded and extended protection on your equipment. We offer three suitable Care Pack service levels: Basic, Enhanced and Premium.

    Care Pack Basic

    Care Pack Basic is a good choice for basic support of non-critical systems or full redundant systems giving you priority access to regional technical support centers during local business hours. Care Pack Basic covers hardware repair services at our factory and maintenance software releases.

    Care Pack Enhanced

    Care Pack Enhanced is advised for optimizing system performance and extending equipment lifecycle but also for supporting systems where technical support response and factory repair turnaround are critical. You will access Software Upgrades which entitle you to the latest features and functionality, increasing the value of your investment. To keep you informed about the availability of new software, we send out pro-active notifications and release notes on new released software versions. You will have access to our Self-Service Portal where you can get the answers you need quickly at anytime and anywhere.

    Care Pack Premium*

    With Care Pack Premium, you will benefit from our 24/7 emergency technical support which ensures critical request responses and incident resolution outside of business hours; and from our Advance Hardware Replacement service providing you with a replacement unit instead of waiting days for the equipment while it is repaired and shipped.

    *Some restrictions may apply on Premium offering because of service delivery constraints. Contact your sales representative for more details.

    How to order Care Pack

    You can order Care Pack along with your Newtec product line equipment. The Care Pack ordering number is mentioned on each product leaflet. Payment for Care Pack is due at the beginning of the coverage period. Information and pricing for Care Pack can be provided on request through your ST Engineering iDirect sales representative or at care@idirect.net.

    Register your Care Pack

    By registering your Care Pack and telling us who the end user of the unit is, we will be able to provide valued Care Pack support. Moreover the end user will receive an early notification on availability of new Software Updates/Upgrades.

    Register your Care Pack by sending an email to care@idirect.net. Please make sure you include all Serial Numbers of the units, as well as contact details (name, e-mail and company) who will be using the equipment

  • CARE PLAN PROTECTS YOUR SYSTEM

    Care Plan offers a wider range of support services protecting your installed base. Compiled from a list of standardized service components in order to meet your requirements, it can be offered complementary to existing Care Packs.

    Technical Support

    Care Plan can extend your service window from standard business hours to 24/7/365 according to your actual business needs. We will respond and start the supportive actions in line with the agreed service level objectives.

    Extended Hardware Warranty

    Extended Hardware warranty caters for diagnostic support and implies there is no additional cost neither for repair nor for return shipment. On receipt of your defective unit at our designated repair center, we will return the repaired unit in line with the agreed service level objectives. In case of anomalies, we will contact you to discuss further steps.

    Extended Software Warranty – Software Updates

    Software Updates provides access to the latest bug fixes and Software Update Release without any additional cost. Software Update Releases are software releases which are intended to solve minor problems, typically bugs or security issues. These Software Update Releases guarantee product integrity and increased product reliability.

    Software Evolution – Software Upgrades

    Software Evolution services provides access to the latest platform upgrades without any additional cost. Software Upgrades are software releases which are intended to provide major changes in the product and/or enable new features.

    Configuration Assistance

    Configuration Services help you to configure your network equipment in a timely and cost-efficient manner that guarantees excellent network operations.

    Software Deployment Assistance

    We can assist you in upgrading your software guaranteeing maximal service continuity.

    Information and pricing for Care Plan can be provided on request through your ST Engineering iDirect sales representative or at care@idirect.net.

  • TOTAL CARE PROTECTS YOUR SOLUTION

    Total Care is our most comprehensive maintenance and support offering, providing the best of our service catalog in a cost effective package. Total Care encompasses Support Services, Maintenance Services as well as selected Managed Services.

    Technical Support

    Total Care offers an extensive range of service windows from standard business hours to 24/7/365 according to your actual business needs. We use a professional call center to route your call and ensure a qualified engineer starts working on your request well within agreed response time.

    Maintenance Services

    Total Care maintenance services comprise corrective and preventive maintenance and installation of software updates and upgrades. By default a secure internet connection is required but for higher service levels, you will benefit from an on-site intervention.

    Configuration Assistance

    Configuration Services help you to configure your network equipment in a timely and cost-efficient manner that guarantees excellent network operations.

    Service Level Management

    Your dedicated SLA manager will author service performance reports and depending on your service level meet you in person to discuss our performance and potential improvements.