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Support

 

Avid Support Offering

Your creativity doesn’t just work from 9-5, and neither does your equipment. Keeping your technology running smoothly calls for information and expertise that’s there whenever and wherever you need it. Avid Support Services enhances and extends your product support with a network of software and hardware assurance resources. Count on Avid Support Services to keep you ahead of the game. From the largest corporate enterprise to the casual home hobbyist, Avid Support Services has a plan that fits with your needs and your budget. Download the Avid Support Brochure [pdf, 1,758KB]

“The support I have on my Avid system provides tremendous value, but its really the people that stand behind it, with their deep product knowledge and whatever it takes attitude that has kept me an Avid customer for over 15 years.” -Jamie Beedy, Post Production Manager, Karl Productions

Avid Standard Support

A support plan for low-complexity environments, Avid Standard Support
is designed for customers for whom system availability is not mission critical, yet providing business hours support and access to software updates is key:
  • 5 x 9 assisted support
  • 7 x 24 access to online knowledge base and product forums 
  • Software updates and patches
  • Optional:  Access to scheduled onsite support – 7 business days (fees apply)1


Avid Priority Support

Avid Priority Support is ideal for our customers for whom system availability is not mission critical, but who require software investment protection and predictable access to materials exchange. Includes everything in Standard, plus:
  • Same day initial response objective for issues
  • Advanced Exchange for materials within 2 business days
  • Optional:  Access to onsite  support – 3 business days (fees apply)1
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Avid Uptime Support

Avid Uptime Support is designed for small to mid-sized broadcasters, post-production and Audio facilities requiring system availability beyond normal business hours. Uptime provides round-the-clock access to assisted support and rapid access to onsite and materials.

Includes everything in Priority, plus:

  • 7 x 24 assisted support
  • 1 hour response time for Critical On Air issues
  • Priority queuing
  • Advance Exchange for materials within 1 business day
  • Optional:  Access to onsite  support – 2 business days (fees apply)1

 

Avid Enterprise Support

Avid Enterprise Support provides the highest level of coverage for the most complex environments, including high-end broadcast companies and networked post production facilities. In environments where even minutes of system downtime can have major impact on operations and loss of revenue, Enterprise Level Support delivers unprecedented personal service with proactive technology support.

Includes everything in Uptime, plus:

  • 15 minute response time for Critical On Air issues
  • Designated team
  • Advanced Exchange for materials same day 2
  • Periodic Support Review
  • Custom Support Alerts
  • Virtual Annual Health Checks3
  • Workflow and 3rd party integration support
  • Quarterly Report Card
  • Customer Champion
  • Optional:  Next business day onsite support (fees apply)1

Contact your local Avid representative to see if Enterprise Level Support is right for you.

1 Available for limited geographies.
2 Available for limited products in some geographies. Otherwise next business day.
3 Available for limited products.

Choose the Avid Support plan that’s right for you:

Global Access and Response
Standard
Priority
Uptime
Enterprise
Access to assisted support: telephone, email, chat
5 x 9
5 x 9
7 x 24
7 x 24
Minimum response targets – Critical
1 hour
15 minutes
Minimum response targets - Non-Critical
Next Bus Day
8 hours
4 hour
1 hour
Priority queuing    
√
√
Unlimited number of service requests
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√
√
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Customer-defined severity level
√
√
√
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Remote diagnostics
√
√
√
√
Onsite support (optional/fees): response time 1
7 Bus Days
3 Bus Days
2 Bus Days
Next Bus Day
Escalation management  
√
√
√
Designated Team
√
7 x 24 Online Support
Knowledge base
√
√
√
√
Product forums
√
√
√
√
Log, track and update cases
√
√
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Product and patch downloads
√
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√
Updates, Releases and Materials Exchange
Software updates, new releases, patches
√
√
√
√
Advance Exchange - materials   2 Bus Days Next Bus Day
Same Day3
Proactive Support Services
Periodic Support Review
√
Custom Support Alerts
√
Virtual Annual Health Checks2
√
Workflow and 3rd party integration support
√
Quarterly Report Card
√
Customer Champion      
√

1 Available for limited geographies.
2 Available for limited products.
3 Available for limited products in some geographies. Otherwise next business day.

In addition to the above plans, Avid Support is available by the minute or fixed fee per incident for specific products purchased by hobbyists and casual users.