ProTek at a Glance

ProTek outweighs standard support plans

 

Standard Warranty

ProTek

Out of Warranty

   

Care

Elite

 

  Contacting Support

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

Time to Answer

Best effort

Within 5 minutes (avg.)

Elite Service Provider Hotline for Level 2 Service

Best effort

Email Support

Next business day response guarantee

4 business-hour response guarantee

Best effort

  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 Service 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, flat $295 charge for one-way exchange

Yes, free upgrade 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

 

ProTek is available in the U.S. for 3Play™ and TriCaster® purchases except in HI, MT, and OR. Other exclusions apply.