Teradek Pro Care Guidelines
Teradek Pro Care Guidelines
1. Pro Care Business Hours
1. Pro Care Business Hours
a. Elite: 6 AM to 6 PM PST, Mon-Fri excluding holidays
b. Premium: 6 AM to 6 PM PST, Mon-Fri excluding holidays
2. Holidays
2. Holidays
- January 1, 2024
- January 15, 2024
- February 19, 2024
- May 27, 2024
- June 19, 2024
- July 4, 2024
- July 5, 2024
- September 2, 2024
- October 14, 2024
- November 28, 2024
- November 29, 2024
- December 24, 2024
- December 25, 2024
3. Extension of warranty
3. Extension of warranty
Teradek Pro Care Customers will receive all the benefits of the factory warranty, such as the repair or replacement of defective hardware, along with additional benefits specified in the agreement.
4. Advanced Replacements
4. Advanced Replacements
a. Teradek Pro Care includes the option for advanced replacements for Elite and Premium subscribers.
i. Elite customers who report an issue before 2 PM PST and obtain approval for the RMA will receive an advanced replacement that will be shipped within the next business day.
ii. Premium subscribers who report an issue before 2 PM PST and obtain approval for the RMA will receive an advanced replacement that will be shipped within five business days.
b. Advanced replacements are subject to availability and may require a hold to be placed on the customer's credit card until the original product is returned to Teradek.
c. The customer is responsible for returning the original product to Teradek, and failure to do so may result in additional charges if not returned within 15 days to the designated return destination.
d. Teradek reserves the right to determine whether a product is eligible for advanced replacement based on the reported issue's circumstances.
5. Phone Support
5. Phone Support
a. Teradek Pro Care includes phone support for Premium and Elite subscribers during specified hours. Customers without Pro Care have limited access to phone support.
b. Premium subscribers have access to phone support during the hours outlined in Section 1.
c. Elite subscribers can access phone support during extended hours outlined in Section 1.
d. Phone support inquiries will be handled by a Teradek support technician, who will assist with troubleshooting and technical issues related to the device.
e. Inquiries may be logged for quality assurance purposes and to improve the customer experience.
f. Teradek reserves the right to limit or terminate phone support in cases of abuse or inappropriate behavior toward its support staff.
6. Phone Support Response Times
6. Phone Support Response Times
a. Teradek Pro Care includes phone support for Premium and Elite subscribers during specified hours, with guaranteed response times for inquiries. Calls to our support team will be prioritized for Pro Care customers and answered in a first-in, first-out queue. If call wait times are higher than usual, customers can hold their place in the queue and receive a callback within the time frame listed below. Voicemails also apply.
b. Elite subscribers can expect a faster response time of up to 2 hours for phone inquiries during the extended hours outlined in Section 1.
c. Premium subscribers can expect a response time of up to 5 hours for phone inquiries during the extended hours outlined in Section 1.
d. Response times are based on when Teradek receives the inquiry and may be impacted by factors outside of Teradek's control, such as high call volumes or force majeure covered in Section 12.
e. Voicemails received outside the specified phone support hours will be handled during the next available phone support hours.
7. Email Response Time
7. Email Response Time
a. Teradek Pro Care includes email and phone support for all subscribers, with guaranteed response times for inquiries.
b. Elite subscribers can expect a faster response time of up to 2 business hours for email and helpdesk inquiries, outlined in section 1.
c. Premium subscribers can expect a response time of up to 1 business day for email inquiries, outlined in section 1.
d. Response times are based on the time when Teradek receives the inquiry and may be impacted by factors outside of Teradek's control, such as high email volumes or technical issues.
e. Emails received outside of specified Pro Care hours will be handled during the next available business day.
8. Access to Teradek's extensive Knowledge Base and Video Tutorials
8. Access to Teradek's extensive Knowledge Base and Video Tutorials
a. As a Teradek device owner, you have access to Teradek's extensive Knowledge Base and Video Tutorials.
b. The Knowledge Base is a comprehensive database of articles and guides that cover a wide range of topics related to Teradek products, troubleshooting, and best practices.
c. The Video Tutorials provide step-by-step instructions on how to set up and use Teradek products, as well as tips and tricks for optimizing their performance.
d. Access to the Knowledge Base and Video Tutorials is available 24/7, and each can be accessed freely here:
- FAQs, Troubleshooting Knowledge Base: https://support.cs.inc/
- Guides & Quickstart Guides: https://guides.teradek.com/
9. Online Remote Diagnostics and Engineering Support
9. Online Remote Diagnostics and Engineering Support
a. As part of Teradek Pro Care, Premium and Elite subscribers have access to Online Remote Diagnostics and Engineering Support.
b. Online Remote Diagnostics allows Teradek's support staff to remotely diagnose and troubleshoot issues with a subscriber's Teradek product without the need for on-site visits.
c. Engineering Support provides direct access to Teradek's engineering team for more complex issues that require specialized expertise or product-specific knowledge.
d. Both Online Remote Diagnostics and Engineering Support are available during the operational hours of Teradek's phone support and email/helpdesk inquiries outlined in section 1.
e. To access Online Remote Diagnostics and Engineering Support, subscribers can contact Teradek's support team through the designated email address or helpdesk portal provided upon enrollment in Teradek Pro Care.
f. Teradek's support staff will work with the subscriber to schedule a remote session or provide access to Engineering Support as needed.
g. The goal of Online Remote Diagnostics and Engineering Support is to minimize downtime for subscribers and to ensure that their Teradek products are operating at peak performance.
h. While Teradek's support staff will make every effort to resolve issues through Online Remote Diagnostics and Engineering Support, there may be cases where on-site support is required. In such cases, Teradek will work with the subscriber to schedule a service visit by a Teradek technician. Additional charges may apply for on-site support.
10. Minor and Major Firmware Upgrades
10. Minor and Major Firmware Upgrades
a. As part of Teradek Pro Care, all subscribers have access to Minor Software and Firmware Upgrades, as well as Major Software and Firmware Upgrades.
b. Minor Software and Firmware Upgrades are updates that generally include bug fixes, performance improvements, and minor feature enhancements. These upgrades are typically released on a regular basis and are available to all subscribers.
c. Major Software and Firmware Upgrades are updates that include significant feature additions, major functionality changes, and other substantial updates. These upgrades are less frequent and may only be available to some subscribers in the future.
d. While Major Software and Firmware Upgrades are currently available to all subscribers, Teradek may restrict access to these upgrades to paid subscribers only in the future.
e. Teradek will notify all subscribers of any changes to the availability of Major Software and Firmware Upgrades and will provide clear instructions on enrolling in Teradek Pro Care to continue receiving access to these upgrades.
11. On-site Engineering Support
11. On-site Engineering Support
a. Teradek Pro Care subscribers can access various support options to address their needs, including phone and email support, online resources, and advanced replacement options.
b. In addition, Teradek Pro Care subscribers may also request on-site engineering support for their Teradek products for an additional fee.
c. On-site engineering support fees are charged per day and are only available to paid subscribers.
d. These fees cover the cost of a Teradek technician traveling to the subscriber's location to diagnose and repair issues with their Teradek product.
e. The fees for on-site engineering support vary depending on the subscriber's specific needs and are agreed upon in advance between Teradek and the subscriber.
f. The availability of on-site engineering support is subject to the availability of Teradek technicians in the subscriber's area and may only be available in some locations.
g. Teradek will work with subscribers who request on-site engineering support to schedule a mutually convenient time for the visit and will provide clear information on the fees and process for requesting this service.
h. This approach aims to provide Teradek Pro Care subscribers with a range of support options to meet their needs and ensure that they receive the highest level of service and support for their Teradek products.
12. Force majeure
12. Force majeure
Teradek shall not be considered to be in default or breach of this Agreement, and shall be excused from performance or liability for damages to subscriber, if and to the extent it shall be delayed in or prevented from performing or carrying out any of the provisions of this Agreement, arising out of or from any act, omission, or circumstance by or in consequence of any act of God, labor disturbance, sabotage, failure of contractors or suppliers of materials, act of the public enemy, war, invasion, insurrection, riot, fire, storm, flood, ice, earthquake, explosion, epidemic, breakage or accident to machinery or equipment or any other cause or causes beyond Teradek’s reasonable control, including any curtailment, order, regulation, or restriction imposed by governmental, military or lawfully established civilian authorities, or by making of repairs necessitated by an emergency circumstance not limited to those listed above upon the property or equipment or property or equipment of others which is deemed under the Operational Control of Teradek. A Force Majeure event does not include an act of negligence or Intentional Wrongdoing by a Party. Teradek shall use reasonable diligence to remove the condition that prevents performance and shall not be entitled to suspend performance of its obligations in any greater scope or for any longer duration than is required by the Force Majeure event. Teradek shall use its best efforts to mitigate the effects of such Force Majeure event, remedy its inability to perform, and resume full performance of its obligations hereunder.
13. Limitation of Liability
13. Limitation of Liability
Under no circumstances shall Teradek be liable for incidental, indirect, special, or consequential damages (however arising), including, but not limited to, loss of profit, loss of use, loss of revenue or damages to business or reputation arising from the performance or non-performance of any aspect of this agreement whether or not Teradek has been made aware of the possibility of such loss.