Top-To-Bottom
Protection
Top-To-Bottom
Protection
Your confidence in your production equipment is our top priority.
Remove any uncertainty and put your investment in good hands
with Pro Care: Teradek’s Premium Support plan that delivers
guaranteed response, repair, and replacement times. Currently
available only in the United States.
Your confidence in your production equipment is our top priority.
Remove any uncertainty and put your investment in good hands
with Pro Care: Teradek’s Premium Support plan that delivers
guaranteed response, repair, and replacement times. Currently
available only in the United States.
PRIORITY SUPPORT
Get routed to our High
Priority Queues
for
phone and email Mon-
Fri.
PRIORITY SUPPORT
Get routed to our High
Priority Queues
for
phone and email Mon-
Fri.
Rapid Product
Replacements
We’ll ship your
advanced replacement
unit in as quickly as 1
business day.
Rapid Product
Replacements
We’ll ship your
advanced replacement
unit in as quickly as 1
business day.
Active Warranty
Extend your hardware
warranty for every
year
you're part of Pro Care.
Active Warranty
Extend your hardware
warranty for every
year
you're part of Pro Care.
Real Technical
Support
Talk to Support Reps
with extensive
knowledge in wireless
and IP video
devices.
Real Technical
Support
Talk to Support Reps
with extensive
knowledge in wireless
and IP video
devices.
Informative Guides
and
Tutorials
Access Teradek's
extensive Knowledge
Base and video tutorials.
Informative Guides
and
Tutorials
Access Teradek's
extensive Knowledge
Base and video tutorials.
Guaranteed Repair
Times
Have your unit repaired
as quickly as 2
business
days.
Guaranteed Repair
Times
Have your unit repaired
as quickly as 2
business
days.
Choose Your
Support
Plan
Choose Your
Support
Plan
 |
 |
 |
|
| Manufacturer’s Warranty | 1 Year | 1 Year | 1 Year |
|---|---|---|---|
| Active Warranty | 
|
|
|
| Repair Time | 15 Days | 7 Days | 2 Days |
| Advanced Replacements |
|
Ships Within 5 Business Days FedEx 2nd Day* | Ships Within 1 Business Day FedEx Priority Overnight* |
| Support Inquiries via Phone | 9AM-5PM PST Mon-Fri | 6AM-6PM PST Mon-Fri | 6AM-6PM PST Mon-Fri |
| Voicemail Response Times | Up to 40 Hours (within hours of operation) | Up to 5 Hours (within hours of operation) | Up to 2 Hours (within hours of operation) |
| Support Inquiry via Email / Helpdesk |
|
|
|
| Email / Helpdesk Response Time |
Within 6 Business Days | Within 1 Business Day | Within 2 Business Hours |
| Number of Incidents | Unlimited | Unlimited High Priority |
Unlimited High Priority |
| Teradek's Knowledge Base and Video Tutorials |
|
|
|
| Virtual Diagnostics & Engineering Support |
|
|
|
| Minor Software / Firmware Upgrades |
|
|
|
| On-site Engineering Support Fees (Per Day) |
|
Full Price + Travel & Expense | 30% Discount + Travel & Expense |
*Customers can pay to upgrade the shipment method.
Manufacturer’s Warranty
1 Year
1 Year
1 Year
Active Warranty
Repair Time
15 Days
7 Days
2 Days
Advanced Replacements
Ships Within 5
Business Days
FedEx 2nd Day*
Ships Within 1
Business Day
FedEx Priority
Overnight*
Support Inquiries via Phone
9AM-5PM PST
Mon-Fri
6AM-6PM PST
Mon-Fri
6AM-6PM PST
Mon-Fri
Voicemail Response Times
Up to 40 Hours
(within hours of
operation)
Up to 5 Hours
(within hours of
operation)
Up to 2 Hours
(within hours of
operation)
Support Inquiry via Email / Helpdesk
Email / Helpdesk Response Time
Within 6 Business
Days
Within 1 Business
Day
Within 2 Business
Hours
Number of Incidents
Unlimited
Unlimited
High Priority
Unlimited
Highest Priority
Teradek's Knowledge Base and Video
Tutorials
Virtual Diagnostics & Engineering
Support
Minor Software / Firmware Upgrades
Major Software / Firmware Upgrades
On-site Engineering Support Fees (Per
Day)
Full Price + Travel
& Expense
30% Discount +
Travel & Expense
*Customers can pay to upgrade the shipment method.
Let’s Get You
Covered
Let’s Get You
Covered
Choose peace of mind with Pro Care: Teradek’s
Premium
Support Plan that delivers guaranteed
response, repair, and
replacement times.
Choose peace of mind with Pro Care: Teradek’s
Premium
Support Plan that delivers guaranteed
response, repair, and
replacement times.
All Prism, ART 2U, and Ranger devices are eligible for Pro Care.
All Prism, ART 2U, and Ranger devices are eligible for Pro Care.
If we are unable to respond to your call immediately, leave us a voicemail and we will guarantee to respond to your inquiry within 2 hours for Elite accounts, and within 5 hours for Premium accounts – within hours of operation.
If we are unable to respond to your call immediately, leave us a voicemail and we will guarantee to respond to your inquiry within 2 hours for Elite accounts, and within 5 hours for Premium accounts – within hours of operation.
Customers without a Pro Care plan will continue to have email and phone support, as well as access to our extensive Knowledge Base articles, video tutorials, user manuals, and quick start guides.
Customers without a Pro Care plan will continue to have email and phone support, as well as access to our extensive Knowledge Base articles, video tutorials, user manuals, and quick start guides.
Our Support Rep will ask you a series of questions to better understand your situation and offer troubleshooting
recommendations. If the Support Rep determines that the unit needs to be replaced, Teradek will ship an equivalent
replacement unit within 1 business day as a FedEx Priority Overnight shipment for Elite Plan users, or within 5 business
days as a FedEx 2nd day shipment for Premium Plan users.
Example for Elite Plan Users: If our Support Rep determines an advanced replacement is needed before 2pm PST, we
will ship you a replacement unit no later than the following business day – free of charge.
Our Support Rep will ask you a series of questions to better understand your
situation and offer troubleshooting
recommendations. If the Support Rep determines that the unit needs to be replaced, Teradek will ship an equivalent
replacement unit within 1 business day as a FedEx Priority Overnight shipment for Elite Plan users, or within 5
business
days as a FedEx 2nd day shipment for Premium Plan users.
Example for Elite Plan Users: If our Support Rep determines an advanced replacement is needed before 2pm
PST, we
will ship you a replacement unit no later than the following business day – free of charge.
Currently, Teradek Pro Care is only available in the United States. For international plans, please contact Sales for more information.
Currently, Teradek Pro Care is only available in the United States. For international plans, please contact Sales for more information.
As long as you have an active Pro Care plan,Teradek will cover your product as under warranty. Terms and conditions apply.
As long as you have an active Pro Care plan,Teradek will cover your product as under warranty. Terms and conditions apply.
Teradek's Pro Care covers only the specific device for which it is purchased, and does not extend to any other devices
owned by the individual or company that made the purchase. This means that if you have multiple devices and would like
them all to be covered under our SLA, you would need to purchase a separate agreement for each device.
Our SLA
outlines
the specific terms of coverage, including the level of service provided, response times, and any exclusions or
limitations. We recommend carefully reviewing the terms of our SLA prior to purchase to ensure that it meets your needs
and expectations.
Teradek's Pro Care covers only the specific device for which it is purchased, and does not extend to any other
devices
owned by the individual or company that made the purchase. This means that if you have multiple devices and would
like
them all to be covered under our SLA, you would need to purchase a separate agreement for each device.
Our
SLA
outlines
the specific terms of coverage, including the level of service provided, response times, and any exclusions or
limitations. We recommend carefully reviewing the terms of our SLA prior to purchase to ensure that it meets your
needs
and expectations.