ProTek outweighs standard support plans| | Standard Warranty | ProTek℠ | Out of Warranty | | | | Care | Elite | | Contacting Support | 1 800 862 7837 | M-F: 08:30 – 19:00 CST S-S: 10:00 – 14:00 CST | Extended to 23:00 CST | 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 | Email Support | 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 End of Service (EoS) status | Flat fee, ~7% of list for systems that are not EoS | 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 charge $295 for one-way exchange
| Yes, free 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 coverage is available for 3Play and TriCaster purchases in the U.S. and Canada. Find out if your NewTek product already qualifies for ProTek coverage. Is your product...
| Out of warranty, but fewer than three years old? | We will continue to offer service on your product as a courtesy thoughout the 90-day program grace period, beginning October 1, 2011.
| | Out of warranty, and more than three years old? | NewTek has several product trade-up pricing offers that will give you the best value for trading in your current NewTek product for the latest system, with the highest level of support.
| Out of warranty, but purchased after October 6, 2010?
| Your product is still eligible for ProTek by purchasing the coverage before the program goes into effect, with an effective coverage date of January 3, 2012. You may then renew annually.
| Less than a year old, and still under warranty?
| We will honor your warranty. You are also eligible to purchase the enhanced ProTek coverage before the program goes into effect, with an effective coverage date of January 3, 2012 and an end date well past when your existing warranty would have expired. You may renew annually. | Just purchased?
| Opt for the standard warranty and be covered for the standard 12-month protection. OR purchase the ProTek program, and on January 3, 2012, you'll get a full year of ProTek coverage, effectively extending your warranty until January 2013.
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ProTek coverage is available for 3Play and TriCaster purchases in the U.S. and Canada.
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