ProTek FAQ

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?

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