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NewTek ProTek TriCaster and 3Play Extended Hardware Warranty

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What is NewTek ProTek?

NewTek values the significance of your production and is dedicated to preventing any disruptions during crucial moments. We offer outstanding support to guarantee that your message via video is always conveyed effectively.

You will have many successful productions with your NewTek live production system and accessories, and choosing ProTek for enhanced coverage will give you added peace of mind and protection.

NewTek ProTek offers customers support over 2 tiers above the standard warranty:

ProTek Tiers

Which products are covered by ProTek?

ProTek Products

ProTek Support Tiers

 

 Support Element

Warranty

Prime

Ultra

 

Included

Optional

Optional

 1-Year Hardware Warranty

 Email Support 24 x 5

 Software fixes & Critical Updates

 Access to the NewTek Knowledge Base

 Extended Hardware Warranty

×

 Priority Hardware Repair

×

 Chat Support 24 x 5

×

 Remote Hardware Diagnostic Services

×

 Discount on NewTek University classes

×

25%

75%

 1-Hour Telephone Support 24 x 7

×

×

 Expedited 4-Hour Service Resolution Goal

×

×

 Priority Queue for Support Inquiries

×

×

 Advanced Hardware Replacement

×

×

ProTek Elements Explained

 

 Support Element

Warranty

Prime

Ultra

 

Included

Optional

Optional

Initial Warranty
Physical products are protected from defects in workmanship and materials, under   normal use and conditions, for a period of one year for  from the original invoice date. NewTek agrees, at its option during the warranty period, to repair any defect in material or workmanship or to replace product of equal value in exchange without charge. Such repair or replacement is subject to proper product registration, verification of the defect or malfunction and proof of purchase as confirmed by showing the model number on original dated sales receipt.

Email Support, 24x5
Customers access Global Support via email. Support can be contacted by email [email protected] who operate 8am-5pm CST, CET and ICT.

Software Fixes and Critical Updates
NewTek will provide software fixes and critical updates to ensure products continue to perform to the highest standards. Updates will be made available through the NewTek Downloads page.

Access to the NewTek Knowledge Base
Unlimited access to the NewTek Knowledge Base which contains hundreds of articles, how-to videos, and other valuable resources.

 Support Element

Warranty

Prime

Ultra

 

Included

Optional

Optional

Extended Warranty 

Extension of the initial hardware warranty during the ProTek covered period. 

×

Priority Hardware Repair 

ProTek customers receive priority hardware repair. 

×

Chat Support, 24x5 

Customers access Global Support via chat.  Product name, serial number and ProTek ID number is required for chat assistance. Chat support is provided 24 hours/day, 5 days per week. Target for response is within 48 hours of initial request. 

×

Remote Hardware Diagnostic Service 

ProTek technician may offer a remote diagnostic session to assist in troubleshooting and diagnosis of your hardware issues. This service is provided on an as needed and scheduled basis.   

×

Discount on NewTek University Classes

ProTek customers will received discount on all classes in the NewTek University portfolio

 

25%

75%

 Support Element

Warranty

Prime

Ultra

 

Included

Optional

Optional

1-Hour Emergency Telephone Support 24x7 

Access ProTek Global Support 24x7 via telephone. The target response time is 1 hour from the initial request. English language support. Product name, serial number, and ProTek ID number is required for telephone assistance. 

× ×

Expedited 4-Hour Service Resolution Goal 

We will do our best to provide a resolution within four hours of your initial request. 

× ×

Priority Queue for Support Inquiries 

Expedited handling of all Ultra support inquiries 

× ×

Advanced Hardware Replacement  

Reduce downtime by receiving a factory-reconditioned replacement product in lieu of returning your initial product for repair. Advanced exchange saves you significant downtime.  Advanced exchange is provided at NewTek’s discretion.*

 

*NewTek Remote Storage is not eligible for Advanced Exchange 

× ×

 

How does ProTek work?

 

  • All programs run for a period of one year. To purchase additional years, simply increase the quantity of ProTek items on your purchase order. 
  • ProTek is designed to provide coverage during the entire life of your NewTek product. Most customers purchase ProTek at the same time as the covered NewTek Product.  If ProTek is purchased after registration of the NewTek product but within the initial warranty period, coverage must be backdated to match the product registration date.  
  • If the warranty period has expired, there will be a reinstatement fee in order to provide ProTek coverage. Once in the ProTek program, you may upgrade or downgrade your services at the beginning of the next contract period.
2 months ago
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