Teradek Pro Care Service Level Agreement (SLA) Guidelines

Overview

Teradek Pro Care is a comprehensive support program that includes all previously "Elite" benefits as standard. The former distinction between "Premium" and "Elite" no longer applies—all features are unified under Pro Care.

 

1. Support Hours

Standard Business Hours:

Monday–Friday, 6:00 AM to 6:00 PM PST (excluding holidays)

Observed Holidays (2025):

January 1 – New Year’s Day
January 20 – Martin Luther King Jr. Day
February 17 – Presidents’ Day
May 26 – Memorial Day
June 19 – Juneteenth
July 4 – Independence Day
September 1 – Labor Day
October 13 – Columbus Day
November 27 – Thanksgiving Day
November 28 – Day after Thanksgiving
December 24 – Christmas Eve
December 25 – Christmas Day
December 26 – Boxing Day

Holiday schedule available:

https://support.cs.inc/s/article/When-are-the-Creative-Solutions-offices-closed

 

2. Advanced Replacements

  • Available to Pro Care subscribers.
  • If an RMA is approved before 2 PM PST, an advanced replacement will ship the next business day (subject to availability).
  • A credit card hold may be required until the original product is returned.
  • The customer must return the original unit within 15 days or risk additional charges.
  • Teradek reserves the right to determine eligibility for advanced replacement.

3. Phone Support

  • Available during business hours to Pro Care subscribers.
  • Support is delivered by trained Teradek technicians.
  • All inquiries may be logged for quality assurance.
  • Abusive behavior will result in termination of phone support access.

Phone Response Times

  • All Pro Care calls are prioritized in a FIFO queue.
  • Callback service is available if wait times are high.
  • Response time: up to 2 hours during support hours.
  • Voicemails outside of business hours are addressed on the next business day.

4. Email Support

  • Available to all Pro Care subscribers.
  • Response time: up to 2 business hours.
  • Inquiries outside support hours will be handled the next business day.

5. Knowledge Base & Tutorials

24/7 access to Teradek’s self-help resources:

6. Online Remote Diagnostics & Engineering Support

  • Available during standard business hours.
  • Remote Diagnostics: allows Teradek to troubleshoot products remotely.
  • Engineering Support: escalated technical assistance by product engineers.
  • Initiated via helpdesk or email (provided upon enrollment).
  • On-site visits may be arranged if remote support cannot resolve the issue (additional charges may apply).

7. Firmware & Software Upgrades

Minor Updates:

Available to all Pro Care subscribers; include bug fixes and small enhancements.

Major Updates:

Significant updates and feature releases. Currently included, but future access may require a paid subscription.

Teradek will provide notice of any change in access policies.

 

8. On-Site Engineering Support

  • Optional and available for an additional fee.
  • Charged per day and arranged in advance.
  • Subject to technician availability and geographical limitations.
  • Coordinated with the subscriber on a case-by-case basis.

9. 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.

 

10. 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.

 

Questions?

For any questions regarding Teradek Pro Care or to access support, please contact your Teradek representative or visit: https://support.cs.inc/