Pro Care

Professional Support Plan

Protect your investment with comprehensive
support and service that’s dedicated to you.

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 professional 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.

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.

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.

Guaranteed Repair
Times

Have your unit repaired
as
quickly as 2 business
days.

Support Options

Manufacturer’s Warranty

1 Year

Active Warranty

Repair Time

15 Days

2 Days

Advanced Replacements

Ships Within 1
Business Days FedEx Priority
Overnight*

Support Inquiries via Phone

9AM-5PM PST
Mon-Fri

6AM-6PM PST
Mon-Fri

Voicemail Response Times

Up to 40 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 2 Business Hours

Number of Incidents

Unlimited

Unlimited
Highest Priority

Knowledge Base and
Video Tutorials

Virtual Diagnostics & Engineering Support

Minor Software / Firmware Upgrades

Major Software / Firmware Upgrades

On-site Engineering Support Fees (Per Day)

Travel & Expenses

Let’s Get
You Covered

Choose peace of mind with Pro Care:
Professional support that
delivers
guaranteed response, repair, and replacement
times.
Contact us to get started today.

Frequently Asked Questions

All Prism 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 – 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 with a Basic Support will have email and phone support as per the terms outlined above, as
well as access to our extensive Knowledge Base articles , video tutorials, user manuals, and quick start
guides

Customers with a Basic Support will have email and
phone support as per the terms outlined above, 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. For Pro Care subscribers, if the Support Rep determines that the
unit needs to be replaced, Teradek will ship an equivalent advanced replacement unit within 2 business
hours (FedEx Priority Overnight).

Our Support Rep will ask you a series of questions
to better understand your situation and offer
troubleshooting recommendations. For Pro Care
subscribers, if the Support Rep determines that the
unit needs to be replaced, Teradek will ship an
equivalent advanced replacement unit within 2
business hours (FedEx Priority Overnight).

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.

Pro Care

Pro Care

Professional Support Plan

Professional Support Plan

Top-To-Bottom Protection

Top-To-Bottom Protection