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 service for however long you own your product. And it enhances your support experience - every step of the way.

• Extend your coverage.
  Having a ProTek plan for your production equipment means that your coverage and your peace of mind can be extended year after year. For some, the standard 12-month 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, 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 covered service. 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 cannot be repaired immediately, for a nominal fee ProTek Care customers can get a replacement shipped right to your doorstep. Often, 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 11:00pm CT, each day. Your productions don't stop at 7:00, and now, neither does your help-line.

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 and Canada 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. It will continue to be offered only during regular business hours. 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. or Canada?

ProTek coverage is currently available in the U.S. and Canada 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.

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. This adds tremendous value to a product that might otherwise be out-of-warranty and not covered by NewTek. 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?

All NewTek video products come with a standard warranty lasting 12 months from purchase date. Under the terms of our standard warranty, NewTek will address your problem. However, all products eventually reach a point where they can no longer be serviced. We call that point “End of Service” or EoS. Assuming yours hasn’t reached EoS, 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 a 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 coverage, like the warranty, is offered primarily to maintain your purchased equipment. Advance Exchange is external to your own gear, intended to be used on an exception basis, requires rush handling, leverages special inventory readied and held for just this purpose, and it removes the cost for you to send a malfunctioning unit, via express shipment. It’s a tremendous benefit to rely on in urgent situations, and it’s not offered under a standard warranty. It's meant as a last resort, 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. 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 covered. (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 11:00 PM Central 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.

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 ProTekAnswers@NewTek.com and we'll find the information you need.

Additional FAQs for the December 2011 "Past Purchase" Promotion:

What do I gain by buying ProTek now, during the "Past Purchase" Promotion period?

If you opt to buy this month, even before the official ProTek coverage start date in January, you will gain all the benefits that ProTek provides, even though they were not available when you purchased your system. Plus, your twelve fresh months of coverage will begin on January 3rd. The enhanced coverage is the same as on a newly purchased system: you get a full 12 months of ProTek next year, even if your system is up to 14 months old.

I've read that I can add ProTek to a product I bought in October, 2010. I thought ProTek could only be added to products within their warranty period?

That's true. On October 6, 2011 when NewTek announced the plan to offer ProTek coverage on new purchases, we decided to include serviceable products still under warranty at that time. In order to ensure the owners of these products would have an opportunity for protection that would otherwise be lost within only a few months, we extended the courtesy ProTek eligibility through this Past Purchases promotion. There's only a limited time to add ProTek – only until December 31st – but this enhanced coverage will last you for a full 12 months – and unlike the standard warranty, it’s renewable.

Can I buy ProTek directly from NewTek?

Yes. But only as an e-transaction. We strongly recommend you contact your local reseller. Why? While ProTek Care will be available on NewTek's website, our Elite Partners and Authorized Resellers are an excellent resource for product knowledge, partnership, and local know-how, in addition to providing reminders for renewal, when the time comes. The relationship you forge with your local Elite or Authorized Reseller will be priceless!

If I add ProTek during the Past Purchase special, and my warranty has expired, will I need to wait until January for service?

No. Think of it as catching a nice break. Technically, ProTek coverage will not begin until January 3, 2012, and that's the date you can access your new ProTek services. Until that date, NewTek will operate as it always has up to that point and assist customers as much as possible. Therefore, NewTek's common-sense practice will be to offer covered repair service in this instance. We acknowledge your investment in this service. We won’t make you wait around with a malfunctioning product until January. No way.

ProTek outweighs standard support plans

ProTek Coverage Availability