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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.
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)*
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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)*
Buy Now
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)*
Buy Now
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**
* Periodic Support Review
* Custom Support Alerts
* Virtual Annual Health Checks***
* Workflow and 3rd party integration support
* Quarterly Report Card
* Customer Champion
* Optional: Next business day onsite support (fees apply)*
* Available for limited geographies.
** Available for limited products in some geographies. Otherwise next business day.
*** Available for limited products.
Contact your local Avid representative to see if Enterprise Level Support is right for you.
Choose the Avid Support plan that’s right for you:
* Available for limited geographies.
** Available for limited products.
*** 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.
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.
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)*
Buy Now
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)*
Buy Now
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)*
Buy Now
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**
* Periodic Support Review
* Custom Support Alerts
* Virtual Annual Health Checks***
* Workflow and 3rd party integration support
* Quarterly Report Card
* Customer Champion
* Optional: Next business day onsite support (fees apply)*
* Available for limited geographies.
** Available for limited products in some geographies. Otherwise next business day.
*** Available for limited products.
Contact your local Avid representative to see if Enterprise Level Support is right for you.
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 target – Critical | 1 hour |
15 minutes |
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| Minimum response targets - Non Critical | Next Bus Day |
8 hours |
4 hour |
1 hour |
| Priority queuing |  |
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| Unlimited number of service requests | |
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| Customer-defined severity level | |
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| Unlimited Authorized Contacts | |
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| Remote diagnostics | |
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| Onsite support (optional/fees):response time* | 7 Bus Days |
3 Bus Days |
2 Bus Days |
Next Bus Day |
| Escalation management | |
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| Designated Team | |
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| 7 x 24 Online Support | ||||
| Knowledge base | |
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| Product forums | |
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| 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 | |
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| Advance Exchange - materials | 2 Bus Days |
Next Bus Day |
Same Day2 |
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| Proactive Support Services | ||||
| Periodic Support Review | |
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| Custom Support Alerts | |
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| Virtual Annual Health Checks** | |
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| Workflow and 3rd party integration support | |
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| Quarterly Report Card | |
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| Customer Champion | |
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* Available for limited geographies.
** Available for limited products.
*** 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.