Vizrt TriCaster 1st Year upgrade to Professional Support - SPRO-000000001

Product Overview

The Vizrt TriCaster 1st Year Upgrade to Professional Support is a service plan upgrade available in the first year of TriCaster Vizion ownership, elevating the included standard support tier to full Professional-level support. This upgrade is designed for broadcast facilities, production companies, and AV operations that depend on TriCaster Vizion as a primary production asset and require faster response times, priority handling, and advanced hardware replacement coverage beyond what standard support provides.

Product Description

TriCaster Vizion perpetual systems ship with 1 year of standard support. The Professional Support upgrade activates a significantly higher service tier for that same period, providing chat support 24 hours per day, five days a week, one-hour telephone callback support 24/7, a priority queue for all support inquiries, advanced hardware replacement (ship-before-return), and access to Vizrt University training classes. This upgrade is only available in the first year of system ownership — it cannot be added retroactively. Organizations running TriCaster Vizion in demanding broadcast environments where production downtime carries direct operational or financial consequences will find the Professional support tier warranted given the replacement speed and priority access it provides.

Key Features

• 24/5 Chat Support — Direct chat access to Vizrt technical support during extended business hours.
• 24/7 One-Hour Telephone Callback — Phone support with one-hour response SLA, available at any hour of any day.
• Priority Support Queue — Inquiries escalated ahead of standard-tier support cases.
• Advanced Hardware Replacement — Replacement unit ships before the defective unit is returned, minimizing production downtime.
• Vizrt University Access — Included access to Vizrt training classes for system operators and technical staff.
• First Year Only — This upgrade is exclusively available during the first year of TriCaster Vizion ownership.

Typical Applications

• Broadcast news operations using TriCaster Vizion for live daily programming where system uptime is non-negotiable
• Live event production companies running TriCaster Vizion in high-stakes contracted event environments
• Corporate broadcast facilities that cannot accommodate hardware downtime during scheduled productions
• Sports production teams requiring rapid hardware replacement if a system failure occurs during a season

Technical Specifications

• Compatible System: TriCaster Vizion
• Support Term: 1 year (first year of ownership only)
• Chat Support: 24 hours/day, 5 days/week
• Phone Support: 1-hour callback, 24/7
• Queue Priority: Priority handling over standard-tier cases
• Hardware Replacement: Advanced (ship-before-return)
• Training: Vizrt University classes included
• Delivery: Electronic; applied to TriCaster Vizion account/registration

Competitor Comparison

Frequently Asked Questions

Why is this upgrade only available in the first year?

The first-year restriction reflects the standard industry approach to initial support tier selection. After year one, ongoing support renewals are managed separately through Vizrt's standard support renewal process.

What is the standard support tier that ships with TriCaster Vizion?

Standard support provides webform-based support access and standard response times. Professional support adds phone access, priority queuing, advanced hardware replacement, and Vizrt University training.

Does advanced hardware replacement mean I receive a replacement before sending back my unit?

Yes. Advanced replacement means Vizrt ships a replacement system before the defective unit must be returned, preventing a gap in production capability during the replacement process.

Can I add Professional Support after the first year if I don’t purchase it now?

This specific first-year upgrade cannot be applied retroactively. Contact Vizrt regarding ongoing support options after the first year.