Request More Info

Introducing ProTek

When you want protection for your production equipment, count on NewTek ProTek℠. The service program that takes support far beyond standard assistance. ProTek provides the only way for you get NewTek-provided priority service for the many years of product ownership. It enhances the support experience, every step of the way.

For some customers, a standard warranty is enough. With ProTek, your services can be extended. When you have mission-critical production needs, you want access to source-provided service and support when you need it. This is an integral part of owning and using a NewTek live production product. You can also renew your ProTek coverage each year. Well beyond the purchase date. And unlike many other programs, the benefits of ProTek can be assigned to a new owner, so fast coverage and peace of mind continues, regardless of who owns the product.

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

 

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. Still want more information? Contact your reseller to talk about your coverage requirements. And you’ll receive complete program details at the time of your ProTek purchase.


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 turnaround times. In addition, unlike the standard warranty, ProTek allows for annual renewals, for as long as the product is supported by NewTek.

How do I get ProTek coverage?

Your NewTek Authorized Reseller or Elite Partner can help you with your ProTek coverage purchase for your existing NewTek products, if they are eligible. They can also help you add it to any new NewTek video product you are purchasing. ProTek can be added to eligible products at any time during your standard warranty period. The coverage start date will reflect the purchase date of the covered product, so it's your best option to add it at or close to the time of purchase. ProTek coverage is available in the US on 3Play, TriCaster and related hardware purchases.

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.

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 your contract, your Certificate of Coverage, and useful information for utilizing the benefits of ProTek service.

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 benefit 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. only. 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 will 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 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. We call that point “End of Life” or EoL. Assuming yours hasn’t reached EoL, 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.

Why is there an additional charge for Advance Exchange if I'm already covered by ProTek Care?

While Advance Exchange is an essential and valuable service available to ProTek Care customers, the repair fee, like the warranty, covers the repair of your purchased equipment. Advance Exchange kicks in in place of the repair of your own gear, intended to be used on an exception 'rush' basis, leverages special inventory readied and held for just this purpose, and it removes the express shipment cost for you to send in a malfunctioning unit. It’s a tremendous benefit to rely on in urgent situations, and it’s not offered under a standard warranty. It's there so that the show can go on.

What if my product cannot be repaired?

NewTek has extensive capabilities to repair and certify your product; however, occasions arise where a defect 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; equipment that has been subjected to damage or other abuse, is not eligible for flat fee repair. (Further detail can be found in the documents provided with ProTek and the standard warranty provided with all video products.)

How do I access Customer Support during the extended hours?

With ProTek, Customer Support is ready to provide technical assistance on your NewTek product until Midnight Eastern Time, 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 responded to 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 purchase will be reflected by a Voucher which requires activation rather than the coverage starting automatically. 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. In either case, 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.

What if I buy ProTek Care and then ProTek Elite is introduced in my area?

ProTek Care enhances all areas of service and support. However, if ProTek Elite is unavailable in your area and later becomes available, you will be able to upgrade your service for a small fee, should you decide to purchase ProTek Elite. Your new Elite Service Provider will be able to provide you details. This upgrade option is only available if new ProTek Elite service is introduced in your area.

What if I have a question that you should have included here?

We’ve covered most of it, but we can't think of everything. Email This email address is being protected from spambots. You need JavaScript enabled to view it. and we'll find the information you need.

 

Get the ProTek Advantage

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 return shipping and a guarantee that within three to five days of receiving your product, whether repaired or replaced, it will be on its way back to you.
  • Know your options.
    ProTek customers will also have access to one of the speediest replacement programs around. If your product needs to be back in service immediately, for a nominal additional fee 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, and you have exclusive access to Senior Support Analysts who are ready to take your calls until Midnight ET, each day. Your productions don't stop at 8:00, and now, neither does your help-line.

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

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 to Level 2 Service

Best effort

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

  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.