Safeware Commercial Technology Resource Center
Quick Links
Commercial Tech Case Studies
Multiple Safeware Product Protection success stories
Safeware Product Guide
Our Programs, coverages, Support, Service Options, Premium Program, Claims Submission, FAQs, and a Glossary
Safeware Overview Flyer
2-page flyer showcasing the main details of Safeware's commercial tech plans, service options, and more.
Technology Claims Process
1 page explaining how our onsite service works and online claims submission works
Training Presentation
This long presentation is your go-to source for in-depth Safeware training and information!
Safeware vs. Manufacturer
This battlecard breaks down how Safeware stacks up against OEMs plans.
Safeware Sales Battlecard
A one sheeter with talking points and tips for selling Safeware.
Commercial Tech Device Catalog
This 18 page catalog, for internal use only, will help you understand the Safeware coverages and details for differing device types.
Safeware FAQs for End Customers
Your customers have plenty of questions and we have plenty of answers! Have a different FAQ for us? Let us know using the chat bot.
ServicePower HUB FAQ
3 pages of frequently asked questions related to ServicePower HUB
ServicePower HUB Guide
A 72 page guide covering all information needed about ServicePower HUB
Safeware 4+ Stars One Sheet
One page that showcases how Safeware maintains over 4 stars on all platforms and compares to our competitors ratings
Depot Claims Service Flow
A detailed diagram showing the flow of depot claims/repairs
What is a “Protection Plan”, “Extended Warranty”, or “Extended Service Contract/Plan”?
While they go by many names, each of these terms refers to the same type of added coverage for appliances. While most product manufacturers offer some type of standard warranty, it is usually fairly limited in both what it covers and how long the coverage is offered for. Safeware protection plans expand both coverage options and length for your equipment.
Where can my customer file a claim?
- Claims can be filed on Safeware.com, via mobile device or computer.
- Claims can also be filed by calling their Safeware adjuster via 800-800-1492.
- Some of the information needed: name, phone number, address, email address, serial number, reference number, or plan number.
What type of coverage is available?
- Functional Parts and Labor Coverage
- Mechanical and Electrical Failure after the manufacturer's warranty expires
- Manufacturer Defects
- Power Surge
- This includes protection against power surge caused by lightning or power outage while the product is properly connected to a surge protector
- No Deductibles or Service Fees
- There are never deductibles for any type of claim and there are no out-of-pocket costs for covered Safeware claims— Safeware covers parts, labor, and shipping.
What events are covered under Accidental Damage from Handling (ADH)?
- Drops, falls, and collisions
- Cracked screens
- Liquid damage, including submersions and biohazards (vomit for example)
When does Safeware coverage begin?
All plans begin on either the date of device purchase or on the date of installation of the
device. This applies to extended service plans, extended service plans with accidental
damage, and refurbished device plans. Accidental damage coverage starts on day 1 of
coverage. Safeware’s mechanical and electrical failure coverage begins after the
manufacturer’s warranty/product failure coverage expires.
How long after my customer purchases a device can they buy a Safeware Protection Plan?
Your customer can purchase up to 180 days after the item is initially purchased for Safeware Standard extended service plans and up to 90 days after the item is initially purchased for plans that include ADH coverage, as long as the device does not have any preexisting damage or conditions
What are the differences between a replacement plan and a repair plan?
- Covered repairs will be made up to the contract’s limit of liability
- If the device cannot be repaired, it will be replaced with a comparable device or reimbursement up to the device purchase price, excluding taxes (less previous
claims)
- Available on most devices less than $400 where service is not available or viable
- Offers one-time replacement on comparable device or cash settlement up to the purchase price of the product less sales tax and shipping
- Once device is replaced, the contract is fulfilled
What is the Limit of Liability?
The limit of liability is equal to the price of the device at the time of purchase.
For Standard Plans:
- Example: Mr. Smith buys a 4-year standard plan along with a laptop that costs $1,000. He is covered up to $1,000 or 4 years – whichever comes first. This means that your customer can have repairs up to $1,000. If the first claim costs $300 in repairs, they will have $700 left in coverage. If their product is replaced or a reimbursement of the cost of a replacement is issued, the plan is fulfilled in its entirety. They will be eligible to purchase new coverage on the replacement device.
- This means your customer can have repairs up to $1,000 for each claim. If the first claim costs $300 in repairs, they will have $1,000 in coverage for the next repair. Coverage does not erode. If their product is replaced or a reimbursement of the cost of a replacement is issued, the plan is fulfilled in its entirety. Your customer would be eligible to purchase new coverage on a replacement device.
What products offered by Safeware are eligible for Safeware protection plans?
- iPads & MacBooks
- Laptops & Chromebooks
- Tablets & Surface Pro Devices
- Digital Signage & Displays
- TVs
- Desktops & All-in-One’s
- Built-to-Order & Configuration-to-Order Devices
- Printers & Scanners
- Projectors
- Smartphones
- Servers
Are Safeware plans limited by manufacturer, make, or model?
Safeware coverage is not specific to any manufacturer, make or model. Pricing does vary by device type and cost.
What are the types of coverages Safeware Protection Plans offer?
Standard/ESP (Extended Service Plan) Coverage: Includes mechanical and electrical failure (this generally matches the manufacturer’s warranty). Plan also includes protection against power surge caused by lightning or power outage while the product is properly connected to a surge protector.
Accidental Damage (optional): Accidental damage is defined as an unexpected and unintentional external event (drops, spilled coffee, tripping over the cord and knocking over the device, etc.).
Premium: All the benefits of Standard/ESP coverage with no limits on the number of covered repairs.
Batteries: Safeware can cover battery issues not related to consumption.
Is accidental damage to batteries covered?
Batteries are covered (if ADH coverage was purchased) in the event of accidental
damage or failure of the device resulting from ADH. The plan does NOT cover batteries
that have been depleted due to normal consumption.
Are AC Adapters covered?
Yes, if the adapter fails from normal use, or is physically damaged (if ADH coverage was
purchased).
What is the product’s purchase price?
The purchase price is based off of the MSRP. The purchase price does not include tax or
cost of shipping.
What is the total amount of coverage?
The amount of coverage is equal to the product’s MSRP and does not include tax and
cost of shipping.
Does the plan cover data recovery or backup?
No, plans do not cover data recovery or backup.
Do Safeware Protection Plans cover problems resulting from software or viruses?
No, software and virus-related problems are not covered by the plan.
In addition, Safeware does not cover system software reinstallation.
Does Safeware offer discounts or custom quotes?
In some circumstances Safeware can provide custom quotes.
Generally, volume discounts start at 1,000 units.
Can Safeware protection plans be used for refurbished devices with less than 30 days manufacturer’s warranty?
No, the refurbished device must have at least a 30-day manufacturer’s warranty providing parts and labor coverage.
When will my customer receive the confirmation plan documents?
If they provided a valid email address in the Protection Plan order, they will receive a
welcome email with a copy of the plan documents within 48 business hours of contract processing.
How can my customer file a claim/request service under their plan?
They can simply visit my.safeware.com with your serial number. Once submitted, they will
receive instructions on next steps to allow for quick processing of the claim.
Claims can also be filed by calling 1.800.800.1492 Monday to Friday 8:00am – 6:00pm Eastern. Your customer will need their contract number (found on the declarations page), serial number, or proof of purchase.
What happens if a device cannot be repaired?
If a device is damaged beyond repair, Safeware will decide to either replace the device
with one of like kind and quality or to reimburse your customer for the replacement cost of the device up to the original purchase price.
Does Safeware offer international coverage?
No, the program does not provide coverage on devices that are intended for use outside
of the United States.
Can customers obtain service when traveling outside of the United States?
Yes, however, customers will be required to pay for the shipping to an authorized service
center in the U.S.
How does Safeware replace customer products if the manufacturer no longer makes it?
In the event that a product is out of production, Safeware will replace the product with a
like kind and quality unit.
Is the plan transferable?
Yes. In the event that you need to have your device replaced under the manufacturer’s
warranty the plan can transfer to a new device. Plans are only transferable for the
remaining term and benefit of the service contract.
In addition, if the device is sold, the plan can be transferred to the new owner. To transfer
a plan, call the Safeware Solution Center at 1-800-800-1492.
Is the plan renewable?
No, plans are not renewable
Can a Safeware Protection Plan be cancelled?
Within the first 30 days, you can contact Safeware for a full refund. After 30 days, a
prorated refund of the purchase price of the Plan is paid based on the time remaining
on the Plan.
My customer can't find their bill?
Make sure to have your customer check their junk mail. Make sure to Whitelist the IP address. That is where the invoice or your customers invoices will be coming from. Worse case scenario after 30 days we will reach out to see why there has been no payment received.
Your customers bills will go out within 24-48 hours of language based terms that was agreed upon.
Can customers repair their own device?
- Fixing them on their own, could damage the device more and will void the warranty. We can’t guarantee that they didn’t cause more damage to the device.
- Doing general maintenance on a product is okay. (General maintenance, software update, proper screen cleaning, etc.)
- If general maintenance isn't complete and that leads to failure, that could also result in denial.
Can Safeware will help with integrations?
We will help to remit files. Even if your format is in a different form than our standard file format. We will help to build the software to consume the exact data model that they were producing.
We are very flexible with the file format. If we are given the SKU, what product were given, and the customers information, or however we can get that data, we can be extremely flexible because one of our main priorities is making it easy to do business with Safeware.
If your customer is having problems, you can report your bugs to helpdesk@safeware.com
This mailbox is heavily monitored by the IT team to answer any and all questions if there may be a problem.
Please send any questions, support, reporting to helpdesk@safeware.com
Can Safeware help with reporting and raw data feeds to help visualize the data for my customer?
Safeware can help with reporting in many ways.
- Customers have wanted reporting out of our systems which is just a raw data feed to put into their BI software to visualize the data
- Customers will give us a header row in excel that they want populated with sales form the prior week with possible a different template than our standard, but we will adjust and input data in anyway we can.
- School districts that have open enrollment, we can help to visibility on who has enrolled for the coverage and who hasn't. In that report we create we show the parents names, students names, serial numbers, that they do have Safeware coverage.
How does Safeware work to get the format and reports our customers are looking for?
If your customer is looking for daily sales and claims feeds, we can work with that.
What our reports do is they capture all the key data points for claims and sales, CSV format drops it into your customers FTP server for them to download and bring that data into their environment
The standard data points we look at are Process Date, Claim number, Examiner, Product, Policy Number, Date of Loss, Date of Report, Ruling Date, Last Activity, Cause, Ruling, Claim Status, Settlement Amount, Policy Limit, Denial Type, Premium, Effective Date, Expiration Date, Make, Model, Serial Number, Insured Name, Safeware SKU.
Is there support for mapping Safeware SKUs to their products?
We know Safeware has a lot of SKUs and a lot of options and it can become overwhelming. You can receive a price sheet with over 2000 SKUs on it, we understand the thought process might be, "what am I supposed to do with this?"
We understand there might only be a couple that fit each product so we will help to support you in figuring out that process.
This can come in handy for school districts who handle multiple devices by using Skew Mapping and building them a SKU finder. This can be useful to store in your customers database.
Safeware Offers Leading Protection Solutions Designed for Everyday Life!
Help customers plan ahead for the unexpected. With 40 years of experience providing protection solutions, you can rest assured you have the right partner in Safeware.
Safeware can be used with all major manufacturers and with blended device fleets.
Safeware excels when compared to the manufacturer plans—see our Safeware vs. Manufacturer Battlecard above for more info.
Safeware plans can help customers control and reduce their total cost of device ownership.
Plans are backed by an AM Best™ A-Rated insurance carrier (some competitors are not and can leave customers “holding the bag”).
Safeware offers custom service solutions through our Authorized Service Network.
Our network includes providers who meet best practices for environmental sustainability and data sensitivity.
Talk about “device protection plans”, not “extended warranties”.
Plans help promote “tech equity” by keeping devices in the hands of those who rely on their technology the most.
Plans can still be sold up to 90 days after device purchase!
Safeware plans are a great way to leverage excess corporate earnings and maintain budgets.
The simplest elevator pitch is: Safeware helps customers Own with Confidence!
No Service or Shipping Fees
No Wait Period for Accidental Claims
Covers Blended OEM Fleets
No Clauses for Drops, Submersions, and Environment Used In
Covers Accessories Included
Payout or Replacement When Beyond Economic Repair
4th Year and Beyond Terms / Sell Up To 90 Days After Device Purchase
Customizable Repair Solutions and Dedicated Claims Portal
Carrier
A carrier, for an extended service plan, is the insurance company that holds the insurance policy that insures the service contracts. A carrier, for an insurance program, is the insurance company that holds the insurance policy that insures the covered products.
Claim
1. A formal request made by a customer/end-user to receive services or compensation for loss or damage of covered item. See: Service Event.
2. A formal request made by a servicer to receive compensation for service rendered to a customer/end-user. Generally seen in Service Power. See: Invoice.
Contractual Liability Insurance Policy (CLIP)
Contractual liability insurance policy is a type of insurance that protects against liabilities that the policyholder has assumed from entering into a contract.
Courier Service
Repair where the servicer picks up the device(s) and takes it back to a repair house to be repaired, then brings the device(s) back to the customer upon completion.
Extended Service Plan (ESP)
See: Service Contract. Extended Service Plan, sometimes just called "Service Plan", is a term that is synonymous with Service Contract
Failure
The failure of a scheduled item to perform it’s intended function. We generally cover mechanical or electrical failures
Limit of Liability
The maximum amount of loss or service that is covered by an Insurance Policy or Service Contract.
Limited Warranty
A Limited Warranty is provided to the purchaser of the Product by the manufacturer or seller, and is included in the purchase price of a Product. There is no separate charge for a Limited Warranty paid by the purchaser of the Product.
Notice of Loss
The format required for the detailed description of the Insurance service event.
On-site Service
A repair that happens at the customer's address.
Original Equipment Manufacturer (OEM)
The entity that originally created a product, such as Lenovo® or Apple®.
Policy
Policy is referencing Insurance Policy. A Policy is a common term used by a customer when discussing their Insurance Policy or Service Contract.
Request for Authorization
The estimated cost that it will take to repair a customer's asset. These are typically submitted by a servicer. Commonly referred to as an Estimate.
Service Contract
A Service Contract, sometimes referred to as an Extended Service Plan or Extended Warranty, provides purchasers of Products the option to protect their Products beyond the manufacturer or seller Warranty. A Service Contract is paid for separately by the Customer and is usually purchased at point of sale, but may be purchased after point of sale but before the end of the manufacturer or seller Warranty.
Servicer
A contracted or third-party vendor that services products under the Safeware Production Protection Program.
Underwriter
Entity who identifies, examines and classifies the degree of risk represented by a proposed insured in order to determine whether or not coverage should be provided and, if so, at what rate.
Warranty
Any written set of Terms and Conditions connected to a Product purchased by a Customer that provides basic coverage for material or workmanship that promises the material or workmanship is defect free or will meet a specified level of performance over a specified period of time. There is no separate charge for a Warranty paid by the purchaser of the Product. Customers will often use this term to describe to describe any Insurance Policy, Service Contract, or Limited Warranty.
KYLE HERRING
Safeware Client Services Manager
614.495.9588
PETER McCLOUD
Program Development Manager
614.582.8573
BRANDI ERBY
Business Development Manager
614.506-5779
ServicePower HUB Support
1.877.560.9495
hub@servicepowerhelp.zendesk.com
General Servicer Support for ServicePower
800.377.3678 (Mon-Fri 6:30-4:00 PST)