Vizrt ProTek Professional for TriCaster Flex – 1-Year Technical Support Plan

The Vizrt ProTek Professional for TriCaster Flex is a one-year technical support plan designed for commercial AV teams, broadcast studios, and live event integrators running TriCaster Flex production systems. This plan delivers 24/7 phone, live chat, and web-form access to Vizrt's global support engineering team — the highest contact tier in the TriCaster ProTek lineup. With critical response times under one hour, ProTek Professional keeps production-critical systems covered for corporate broadcast environments, houses of worship, and media organizations that cannot afford extended downtime.

Product Description

The Vizrt ProTek Professional TriCaster Flex support plan provides structured, priority-response coverage for integrators and operators who depend on TriCaster Flex systems for live production. Unlike the base ProTek Standard tier, ProTek Professional adds 24/7 phone contact with a live Vizrt Global Support Engineer — a meaningful distinction for productions where issues need to be resolved in real time, not queued through a web form.

The plan covers software maintenance for the lifetime of the product version, including standard software updates and access to patches as released. Subscribers receive full, unrestricted access to Viz University — Vizrt's online training platform — covering operator, designer, and technical staff courses across the TriCaster product family. Remote system support is included, allowing Vizrt engineers to log in and troubleshoot TriCaster Flex systems directly when needed.

Response times under this plan are tiered by severity: critical issues receive an initial response within one hour, high-severity cases within two hours, and normal cases within four hours. These commitments apply 24 hours a day, seven days a week — not just during business hours. The ProTek Professional plan also includes access to Vizrt's community forums, self-service knowledge base, and Viz Minute how-to video library. An Advanced Hardware Replacement add-on is available separately for integrators who require expedited parts shipment alongside this plan.

For organizations purchasing TriCaster Flex systems through Creation Networks, ProTek Professional is the recommended coverage tier for production environments where system uptime is critical. Contact our team to pair this plan with a TriCaster system purchase.

Key Features

• 24/7 Phone Support — Direct access to a live Vizrt Global Support Engineer by phone at any time, day or night.
• 24/7 Live Chat Access — Real-time chat support via the Vizrt community portal for fast issue resolution without a phone call.
• Critical Response <1 Hour — When your TriCaster Flex system goes down during a live production, Vizrt commits to an initial response within 60 minutes.
• High Severity Response <2 Hours — Significantly degraded system performance receives an initial assessment within two hours of case submission.
• Normal Response <4 Hours — Configuration questions and non-critical issues are acknowledged within four hours.
• Software Maintenance Included — Standard software updates and patches are included for the lifetime of the product version.
• Full Viz University Access — Unlimited 24/7 access to Vizrt's complete online course catalog covering TriCaster operation, design, and system administration.
• Remote System Support — Vizrt engineers can connect directly to your TriCaster Flex to diagnose and resolve software issues remotely.
• Advanced Hardware Replacement (Optional) — Add expedited hardware replacement coverage separately for integrators who need parts shipped in advance of a return.
• Community Portal Access — Submit and track support cases, browse the knowledge base, and participate in Vizrt user forums.
• Valid 1 Year from Purchase — Coverage begins at the time of purchase and runs for 12 months.

Typical Applications

• Broadcast studio with a TriCaster Flex-based live production workflow
• House of worship running weekly live streams and multi-camera productions
• Corporate all-hands room or conference room with live production capability
• Higher-education journalism or media program using TriCaster Flex for training productions
• Sports production team deploying TriCaster Flex for live event coverage
• Government or public sector production facility requiring service-level coverage

Technical Specifications

Frequently Asked Questions

What TriCaster systems does ProTek Professional cover?
This plan covers the TriCaster Flex control panel. Separate ProTek plans are available for other TriCaster systems including TC1, TriCaster 1 Pro, TriCaster 2 Elite, and TC Mini models.

How does ProTek Professional differ from ProTek Standard?
ProTek Professional adds 24/7 phone contact and faster response times (critical: <1 hour vs. <4 hours for Standard). Both plans include software maintenance, Viz University access, remote support, and community portal access.

Can I add hardware replacement coverage to this plan?
Yes. The Vizrt ProTek Advanced Hardware Replacement for TriCaster Flex (PTAHRTCFLEX) is available as a separate add-on that provides expedited parts replacement alongside this support plan.

When does coverage begin?
Coverage begins at the time of purchase and is valid for 12 months. Plan details are delivered electronically within 1–3 business days of purchase.

Does this plan cover third-party hardware or integrations?
No. ProTek Professional covers Vizrt software and TriCaster Flex hardware. Third-party hardware, custom integrations, and consulting services are not included.

Is this plan renewable?
Yes. ProTek plans are annual and can be renewed prior to expiration to maintain continuous coverage without a lapse.

Does Creation Networks provide support alongside the Vizrt ProTek plan?
Yes. As an authorized Vizrt dealer, Creation Networks provides pre-sales consultation, system integration support, and can assist with plan selection and renewal. Contact us at creationnetworks.net or call 888-230-3661.