NewTek ProTek Care for TriCaster TC1 (initial 2 year coverage, includes CS)

NewTek

Part # PTTC1

MFR Part # FG-001618-R001

NewTek ProTek Care for TriCaster TC1 (initial 2 year coverage, includes CS) More
MSRP: $2295
$2,295.00
$2,295.00

Get the ProTek℠ Advantage

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

NewTek takes great care of its customers. ProTek takes it a step beyond basic service, by offering the only way for you to get NewTek-provided priority service for however long you own your product. It enhances your support experience—every step of the way.

Expand your coverage.

Having a ProTek plan for your production equipment means that your priority coverage and your peace of mind can be extended year after year. For some, the standard warranty is all they need. For those customers with important production needs on the line, having access to source-provided service and support, when they need it, is an integral part of owning and using a product. You can also renew ProTek each year, well beyond the date you purchased the product from NewTek's lineup. And your investment in ProTek coverage adds value even after you sell it. Unlike many other programs, the benefits of ProTek can be carried over to a new owner. So, priority coverage and peace of mind continue, no matter who owns the product.

Expect great service.

Get the best possible service, first and fast. With ProTek coverage, you're part of a select group of customers whose needs are our first priority. Every ProTek Elite customer gets the white-glove treatment by their local Elite Service Provider. ProTek Care customer calls and emails are answered first. ProTek also gives you priority access to the people who can answer your questions, help you with configuration, and walk you through solutions, step by step. And if disaster should strike and your NewTek product needs repair, we're standing by ready to provide the best access. You get free overnight shipping. If you opt for a repair rather than a replacement, you get a guarantee that within three to five days of receiving your product it will be on its way back to you.

Know your options.

ProTek customers also have access to one of the speediest replacement programs around. If your product needs to be back in service immediately ProTek Care customers can usually get a replacement shipped right to your doorstep the very next day. You can send your original product, along with whatever issue it was having, back to NewTek and forget about it.

Get help after hours.

ProTek customer calls get answered long after NewTek's standard support hours. Get exclusive round-the-clock access to NewTek support and access to Senior Support Analysts for escalation until Midnight ET, each day. Your productions don't stop at 6:00, and now, neither does your help-line.

 

Standard Warranty

ProTek

Out of Warranty

   

Care

Elite

 

  Contacting Support

1 800 862 7837

M-F: 09:00 – 17:00 CT

S-S: 10:00 – 14:00 CT

24 x 7

Call Elite Service Provider for Level 1 Service

Same as standard warranty

Time to Answer

Best effort
(Call-back preferred)

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

Yes, 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

The answers you need.

NewTek is pleased to provide ProTek℠ product coverage options for our customers with critical production requirements. We understand there’s a lot you need to know, so here are answers to some of the most common questions we've been asked. 

How does ProTek differ from my existing product warranty?

NewTek video products include a 12-month standard warranty. This provides you with phone support during regular business hours, as well as service coverage in the case there is a defect with your product. ProTek greatly expands this coverage by providing high priority handling of your service and support needs by NewTek. You also get extended hours, expedited responses, and rapid repair and replacement turnaround times. In addition, unlike the standard warranty, ProTek allows for annual renewals for as long as the product is supported by NewTek.

I'm a LightWave™ customer. Can I get priority support access?

LightWave support will continue to be unlimited and free of charge. There is no option for LightWave customers to pay for ProTek access.

I never received my Agreement. How will I know if my ProTek coverage is active?

You will know that your ProTek coverage is active because when you order, you will receive a ProTek Customer Kit that includes the language of your Customer Agreement, your Certificate of Coverage which signifies acceptance of your signed Agreement by NewTek, your ProTek ID number, and useful information for utilizing the benefits of ProTek service.

I never signed my Agreement; do I still have coverage?

NewTek requires that you agree to the program terms before services can be provided, but no need to worry. While sending your signed contract to NewTek will allow you seamless entry in to the ProTek program services via the ProTek ID number you would have received, NewTek Customer Support will gladly get this paperwork out of the way quickly should you ever have an issue so you can enjoy the benefits you've purchased during the time period you expect. Of course, should any downtime or other issue arise and time be of the essence there's no use waiting for paperwork to be completed or processed, so it is certainly better to get the Agreement done at your earliest convenience.

Which plan is better for me, ProTek Care or ProTek Elite?

Despite the lower price tag on ProTek Care, the coverage provided by each program is extensive. The difference really has to do with location or mobility, clients, and the type of productions being covered. ProTek Elite is designed to leverage the local expertise and accessibility of our Elite Service Providers, in addition to providing much of the same benefits as ProTek Care. For customers who can benefit from the local support relationship offered by ProTek Elite, that's the best choice.

On the other hand, for customers whose work requires them to be more mobile, or to operate from multiple distant locations, ProTek Care provides a centralized, NewTek-provided support plan that doesn't vary, regardless of your distance from your Elite Service Provider's location.

Can I get ProTek coverage if I live outside of the U.S.?

ProTek coverage is currently available in the U.S. and Canada only, with some additional limitations. Customers who have purchased products outside the ProTek service area should expect the same level of NewTek support that they have always received.

Will I know when it's time to renew?

Yes. Your Authorized Reseller or Elite Partner should contact you during your renewal window, which begins 75 days before your coverage expires. Make sure you do not let your coverage lapse: ProTek coverage must always be active.

Are accessories covered by ProTek?

ProTek coverage can be purchased for accessories, as long as the system they are used with is also covered by ProTek. Since most operations between an accessory and a system rely on the proper functioning of both, it is not practical to provide coverage on the accessory if the system it's used with is not covered. Likewise, ProTek coverage for many systems includes coverage for the corresponding control surface.

What kinds of damage are covered by ProTek repair?

ProTek repair services are available for defects or damage due to normal use. ProTek follows the same exclusions as the standard product warranty so abuse including, for example, physical or electronic damage is not serviceable under ProTek. If you have received a replacement product already you will still be liable for the cost to repair products that fall outside of the coverage.

What if I want to sell my product after I’ve purchased ProTek coverage for it?

Don’t worry. ProTek Care is transferrable to any new owner within the ProTek Care service area. Customer Support can assist in transferring ownership and ProTek coverage.

Will NewTek fix my product if I have a problem and have not purchased ProTek coverage?

NewTek will address your problem. All NewTek video products come with a standard warranty lasting 12 months from purchase date. However, all products eventually reach a point where they can no longer be serviced, ProTek or otherwise. We call that point “End of Life” or EoL. Assuming yours hasn’t reached EoL or suffered damage from abuse, NewTek will repair your original product for a flat fee, even if it is out of warranty. If you need this service, please contact Customer Support to arrange payment and an RMA.

What if my product cannot be repaired?

NewTek has extensive capabilities to repair and certify your ProTek-covered product; however, occasions arise where a defect, parts availability, or the age of your product renders it uneconomical to make repairs. In such cases, NewTek will provide a full replacement with the same model or one with similar or improved features. As with all repairs, coverage is limited to defects caused or discovered through normal use.

How do I access Customer Support during the extended hours?

With ProTek, Customer Support is ready to provide technical assistance on your NewTek product around the clock, seven days per week. You can access this extended support in exactly the same manner as you access Customer Support regularly, but with a ProTek option: You will notice a telephone prompt for ProTek access when you call the standard Customer Support phone number (1-800-862-7837). Follow the instructions and have your ProTek ID available. ProTek Elite customers may need to leave a callback message that will be returned within ten minutes.

I bought ProTek Care with my new video product and received a voucher acknowledging the purchase. Am I all set?

No. In some cases due to the inventory management practices of our partners your ProTek purchase will be reflected with a voucher which requires activation. If you have such a voucher your coverage is exactly the same, starting from the date of product delivery, but you'll need to follow the instructions on the voucher to activate your ProTek ID in our systems. You'll be shipped a Welcome Kit once your coverage is active which includes a Certificate showing your covered product Serial Number and the dates of coverage.

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