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
- Optional: Avid System Monitor for enterprise wide monitoring and reporting1
- Advance Exchange for materials within 1 business day
- Optional: Access to onsite support – 2 business days (fees apply)1
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| Updates, Upgrades, and Hardware/Parts Exchange | Avid Vantage | Standard Support | Priority Support | Limited Uptime Support | Uptime Support |
|---|---|---|---|---|---|
| Free software updates, upgrades, patches |
✓ |
✓ |
✓ |
✓ |
|
| Advanced hardware exchange - hardware | Optional for Pro Tools |
No coverage |
2 business days |
No coverage |
Next |
| Global Access and Response | |||||
| Access to chat support | |||||
| Access to phone support |
50% off phone support |
5 days x 9 hours |
5 days x 9 hours |
7 days x 24 hours |
7 days x 24 hours |
| Access to online support |
✓ |
✓ |
✓ |
✓ |
✓ |
| Minimum response target - critical |
2 business days |
Next business day |
8 hours |
1 hour |
1 hour |
| Minimum response targets - non critical |
2 business days |
Next business day |
8 hours |
4 hours |
4 hours |
| Unlimited number of service requests |
✓ |
✓ |
✓ |
✓ |
✓ |
| Customer-defined severity level |
✓ |
✓ |
✓ |
✓ |
|
| Remote diagnostics |
✓ |
✓ |
✓ |
✓ |
|
| Escalation management |
✓ |
✓ |
✓ |
||
| Priority queuing |
✓ |
✓ |
|||
| Avid System Monitor |
✓ |
||||
| Onsite support (optional/fees): response time1 |
7 business days |
3 business days |
2 business days |
2 business days |
|
| 24x7 Online Support | |||||
| Knowledge base |
✓ |
✓ |
✓ |
✓ |
✓ |
| Product forums |
✓ |
✓ |
✓ |
✓ |
✓ |
| Log, track and update cases |
✓ |
✓ |
✓ |
✓ |
✓ |
| Additional Benefits for Avid Vantage Members | |||||
| $99 Avid Store coupon—for a limited time |
✓ |
||||
| Includes plug-in collection to use during membership |
✓ |
||||
| Additional Benefits for Qualifying Enterprise Customers | |||||
| Designated team |
|
✓ |
|||
| Periodic support review |
✓ |
||||
| Custom support alerts |
✓ |
||||
| Virtual annual health checks1 |
✓ |
||||
| Workflow and third-party integration support |
✓ |
||||
| Quarterly report card |
✓ |
||||
| Customer champion |
✓ |
||||
1 Available for limited products and geographies
Select a Plan
Low-cost Per Incident Support
In addition to the annual support plans, assisted support by phone or internet is available per incident for specific products.