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

PRIORITY SUPPORT

Get routed to our High
Priority Queues
for
phone and email Mon-
Fri.

Get routed to our High
Priority Queues
for
phone and email Mon-
Fri.

Rapid Product
Replacements

Rapid Product
Replacements

We’ll ship your
advanced replacement
unit in as quickly as 1
business day.

We’ll ship your
advanced replacement
unit in as quickly as 1
business day.

Active Warranty

Active Warranty

Extend your hardware
warranty for every
year
you're part of Pro Care.

Extend your hardware
warranty for every
year
you're part of Pro Care.

Real Technical
Support

Real Technical
Support

Talk to Support Reps
with extensive
knowledge in wireless
and IP video
devices.

Talk to Support Reps
with extensive
knowledge in wireless
and IP video
devices.

Informative Guides
and Tutorials

Informative Guides
and Tutorials

Access Teradek's
extensive Knowledge
Base and video tutorials.

Access Teradek's
extensive Knowledge
Base and video tutorials.

Guaranteed Repair
Times

Guaranteed Repair
Times

Have your unit repaired
as quickly as 2
business
days.

Have your unit repaired
as quickly as 2
business
days.

Choose Your
Support Plan

$49.00
$49.00
$49.00
Manufacturer’s Warranty
Manufacturer’s Warranty

1 Year

1 Year

1 Year

Active Warranty
Active Warranty

Repair Time
Repair Time

15 Days

7 Days

2 Days

Advanced Replacements
Advanced Replacements

Ships Within 5
Business Days FedEx 2nd Day*

Ships Within 1
Business Day FedEx Priority
Overnight*

Support Inquiries via Phone
Support Inquiries via Phone

9AM-5PM PST
Mon-Fri

6AM-6PM PST
Mon-Fri

6AM-6PM PST
Mon-Fri

Voicemail Response Times
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
Support Inquiry via Email / Helpdesk

Email / Helpdesk Response
Time
Email / Helpdesk Response
Time

Within 6 Business
Days

Within 1 Business
Day

Within 2 Business
Hours

Number of Incidents
Number of Incidents

Unlimited

Unlimited
High Priority

Unlimited
Highest Priority

Teradek's Knowledge Baseand Video Tutorials
Teradek's Knowledge Baseand Video Tutorials

Virtual Diagnostics & Engineering Support
Virtual Diagnostics & Engineering Support

Minor Software / Firmware Upgrades
Minor Software / Firmware Upgrades

Major Software / Firmware Upgrades
Major Software / Firmware Upgrades

On-site Engineering Support Fees (Per Day)
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.
Contact us to get started today.

Choose peace of mind with Pro Care: Teradek’s
Premium Support Plan
that delivers guaranteed
response, repair, and replacement times.
Contact us to get started today.

Frequently Asked Questions

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 Pro Care, you would need to purchase
a separate agreement for each device.

Pro Care 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 Pro Care 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 Pro Care, you would need to purchase a separate agreement for each device.

Pro Care 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 Pro Care prior to purchase to ensure that it meets your needs and expectations.

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*Manufactured under licence
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