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Support is available for as long as you own your NewTek product.

  • Extensive online knowledge base
  • Ever-growing library of online training videos and other learning resources
  • Email support using our online Support Request
  • Live online chat support with our product specialists
  • Remote hardware diagnosis - even when your system is out-of-warranty
  • Telephone support with call-back service

Online Knowledge Base

Find answers to your operational questions, troubleshooting guides and how-to tips.

Online Learning Resources

Learn from our extensive library of tutorial videos and training resources for general operation and certification training.

YouTube
Channel

Visit our YouTube Channel for tutorial videos, product demonstrations, user stories, tips and techniques.

User Forums

Join the conversation, get answers, learn techniques and share ideas with users like yourself.

Downloads

Download the latest software updates, user guides, codecs & utilities.

Registration

Register your product to receive update information and gain access to support resources.

Request
Support

Use our contact request form for personalized service. We will respond to your request as soon as possible (usually within two business days).

Online Chat Support

Monday - Friday
9am - 5pm CST
Saturday
10am - 2pm CST

 

Call-back Phone Support

Monday - Friday
9am - 5pm CST
Saturday - Sunday
10am - 2pm CST

Global: +1-210-370-8452
US Toll Free: 800-862-7837

Call-back service may experience delays during peak afternoon hours. Holding the line instead will generally provide the same service speed.

For mission-critical applications that demand the highest level of priority support, we proudly offer:

ProTek Premium Coverage gives you priority access, product replacement and personalized service for all areas of your product support needs.

  • Includes benefits such as first-priority access 24/7 telephone support with 5 minute or less average response time and 4 hour or less email response.
  • Extended hardware warranty coverage with next-business-day product replacement, annual renewal option and more.
Find out more about ProTek Premium Coverage.

Professional Services ensure your productions are primed for success with remote and on-site assistance from the product and workflow experts of NewTek.

  • Solution Support – Support for your entire NewTek-centric live production workflow – including connected third-party products
  • Commissioning – On-site configuration qualification and assistance
  • Consulting -Technical workflow consulting, Interface customization, Production automation, and Installation oversight
  • On Site Training – Customized training programs for your needs
Find out more about our Professional Services.

International Support

British Isles & Nordic Countries

Provided by DigiBox
Monday - Friday
9:00 to 17:30 GMT

Phone: +44 (0) 1582 469555
Email: Sales | Engineering
digi-box.co.uk/newtek

Asia Pacific Region

Please contact your reseller for local support and service. asiasupport@newtek.com

Western Europe & South Africa

Provided by 3D Storm
Monday - Friday
9:30 to 17:30 CET

Phone: +33 (0) 557-262-262
Fax: +33 (0) 557-262-261
cs@3dstorm.com

Latin
America

Provided by CAD Technology
Phone: (11) 3849 8257
assistencia@cadtec.com.br

Please contact your reseller for local support and service.

Israel

Provided by NMP Solutions
Sunday - Thursday
9:30 to 17:00 IST

Phone: +972-3-648 2345
Fax: +972-3-736 4111
sales@nmp.co.il

Africa & Middle East

Provided by MediaCast
Sunday - Thursday
9:00 to 18:00 GST

Phone: +971 4 3232933
support@mediacastsys.com

LightWave 3D® Support

NewTek LightWave 3D is the Emmy Award winning computer graphics software used for visual effects in film, television, motion graphics, video games and more.

NewTek offers On-Site Factory Authorized Training.

Let the NewTek On-site training program energize your TriCaster and 3Play workflow. Let us custom design a training program that is right for you. We will outline specific goals to be met and a schedule for meeting them. On training day, a seasoned live production professional will show up ready to execute the training plan and make you more productive.

NewTek authorized trainers can not only show you everything you want to know about NewTek products, but can also work with you to integrate NewTek products and workflows into your existing production pipeline. So, whether you are just starting out or have been at it for years, NewTek authorized trainers enhance and improve the quality of your productions and your production team.

Contact your NewTek reseller for more information on pricing and to set up a session for your business.

Customer Support Request


Please use the form below to report any support issues


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Customer Support Request


Please use the form below to report any support issues


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Turnaround
Most orders are shipped within 1-2 business days of receipt of payment, Monday - Friday 9am - 5pm Central time. However, due to large order volumes, weather conditions or circumstances beyond our control, we will ship your order out as soon as possible.

Carriers
We use UPS as our primary delivery service; however other carriers (i.e., USPS, FedEx, many common carriers, etc.) may be used if appropriate for a particular order. Delivery is not available for P.O. Box addresses.

Order Tracking
If a tracking # is provided by the shipping carrier, we will update your order with the tracking information. Please note that some orders using 1st Class USPS mail will not have tracking numbers.

Shipping Rates
The rate charged for the shipping of your order is based on the weight of your products, and your location. A surcharge to cover miscellaneous shipping, handling, and insurance charges may be added to your shipping cost. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to. Shipping charges are non-refundable. NewTek reserves the right to change and/or modify these policies at our sole discretion.