Standard NewTek Support

Free with your purchase.

NewTek is dedicated to providing customers with generous support, quickly, efficiently and courteously. One way we do this is through responsive live support with our in-house, highly trained staff. Customer support is provided online via your email, phone, or live chat.

Every NewTek product purchase entitles you to free Basic Support coverage for as long as you own your product

For most systems, that means:

  • Free live support during standard business hours, for the life of the product, including online chat and voice as needed*
  • An online knowledge base to troubleshoot the issue you’re having
  • Direct access to online chat with one of our specialists
  • Free diagnosis of hardware issues, even if the hardware is out-of-warranty/li>

Additionally, every NewTek product is covered by our Standard Warranty, which includes:

  • One-year hardware warranty from the date of purchase
  • One-year parts and labor coverage on defects with normal wear. Simply ship the system to us with an RMA; we repair it and ship it back to you. Turnaround is best-effort and normally complete within 10 business days.

*TriCaster 40 customers have online chat and 24x7 access to our dedicated online TriCaster 40 support page in lieu of phone support.

Additional Warranty Protection

If you want additional equipment coverage beyond the first year, or priority access to our in-house support experts, you can upgrade to additional coverage.

Extended Warranty

Add a one-year extension to the existing warranty, extending your initial purchase standard warranty to two years.

  • Includes everything in the intial purchase one-year warranty
  • Can be added after your initial purchase, as long as you do so during the existing warranty term
  • May be renewed annually to continue the same high level of coverage for years to come
  • Available only in the continental US with restrictions

Note: Not available in HI, MT, or OR.

Premium Coverage

ProTek Premium Coverage covers all areas of your equipment needs, providing expert help, product replacement, top-priority 24/7 access and rapid response.

ProTek includes:

  • 24/7 telephone support
  • With escalation to Senior Support until Midnight ET
  • Next-business-day product replacement
  • First-priority access that puts you in front of the telephone support queue
  • Guaranteed 5-minute-or-less average telephone response
  • Guaranteed 4-hour email response
  • Two-years of initial coverage, which may then be renewed annually
  • Can be transferred to a new owner if you sell your system
  • Available only in the continental US with restrictions

Note: ProTek initial coverage lasts through the end of the second year of product ownership and can then be renewed annually. Not available in MT or OR.

ProTek FAQs

Total Workflow Plans

Advanced Solution Support Agreements go beyond your NewTek products to help support your entire production workflow.

For customers with complex integrations, multi-vendor installations, and larger solutions in which your TriCaster or 3Play are a central part, Advanced Solution Support Agreements provide comprehensive customer support regardless of the source of the issue.

Advanced Solution Support Agreements include:

  • Support beyond the NewTek product(s) to the entire NewTek-connected workflow
  • Access to top-level diagnostic specialists, regardless of the source of the issue
  • Advanced solution expertise, free, for standard product support inquiries
  • May be added at the time of purchase, or at any other time
For more information about what may be included in our total workflow services, visit our Solution Support page.

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Services available only in the US and Canada at this time.

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