ProTek outweighs standard support plans
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Standard Warranty |
ProTek℠ |
Out of Warranty |
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Care |
Elite |
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Contacting Support |
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1 800 862 7837 |
M-F: 09:30 – 20:00 ET S-S: 11:00 – 13:00 ET |
Extended to 24:00 ET |
Call Elite Service Provider for Level 1 service |
Same as standard warranty |
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Time to Answer |
Best effort |
Within 5 minutes avg. |
Elite Service Provider Hotline to Level 2 Service |
Best effort |
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This email address is being protected from spambots. You need JavaScript enabled to view it. |
Next business day response guarantee |
4 business-hour response guarantee |
Best effort response |
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Self Help |
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User Forums |
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Knowledge Base |
yes |
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Trouble shooting |
yes |
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Web Training |
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Coverage |
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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 |
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Updates & Upgrades |
Free updates, automatic notification |
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Shipping Costs |
User pays for shipping to repair depot. NewTek pays for return shipment |
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Shipping Method |
Standard Ground |
Next Day |
Standard Ground |
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Advance Exchange |
No |
Yes, flat charge $295 for one-way exchange |
Yes, free if no Loaner unit available |
No |
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Assignable |
No |
Yes |
Yes |
N/A |
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Repair Time |
10 business days typical |
3-5 business days guarantee |
10 business days typical with flat fee |
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Exclusions |
None |
Accessories must be part of a covered system |
N/A |
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ProTek coverage is available for 3Play and TriCaster purchases in the U.S. and Canada.
