Frequently Asked Questions - Avid Support Reinstatement Fee

What is the Avid Support Reinstatement Fee?
How much is the Support Reinstatement Fee?
When will this fee take effect?
Which products are affected by the Support Reinstatement Fee?
Can I choose to continue without a Support Contract?
Is there a standard grace period for customers who have let their coverage lapse?
How is the Support Reinstatement Fee calculated?
How do I re-activate or activate my Avid Support Contract?

What is the Avid Support Reinstatement Fee?

The Avid Support Reinstatement Fee is a charge that is assessed to any customer who chooses to re-activate a lapsed Avid Support contract or who chooses to activate an Avid Support contract after the standard warranty period for their product has expired. The fee is added to the cost of the Avid Support Contract. Customers that re-activate their support contracts after allowing them to expire enjoy the same benefits of the most up-to-date technology as those customers who consistently maintain their coverage. The reinstatement fee ensures that all customers share equally in the cost of continual improvements to their Avid solutions.

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How much is the Support Reinstatement Fee?

The fee is 25% of the total cost of the Avid Basic Support contract for the Avid system being covered. In some cases, it may be more cost effective for customers to back-date the new Avid Support Contract to cover the time that has elapsed since the expiration of the original contract. This option is usually preferable for systems that have been without active Avid Support Coverage for less than 90 days. An Avid reseller can help you determine which choice makes sense for you.

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When will this fee take effect?

Beginning January 1, 2008, customers will be required to pay the reinstatement fee if they choose to re-activate or activate an Avid Support Contract more than 30 days past the expiration of coverage, unless the Avid system in question is a discontinued product not subject to the reinstatement fee.

Through December 31, 2007, the reinstatement fee will be waived for customers who choose to either re-activate an expired Avid Service Contract or activate coverage on their Avid system more than 30 days past the initial warranty period, unless the Avid system in question is a discontinued product not subject to the reinstatement fee.

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Which products are affected by the Support Reinstatement Fee?

Customers who wish to renew a lapsed Avid Support Contract more than 30 days after the expiration of the original support contract will be charged the reinstatement fee.

Any customer who has purchased a new Avid system without a Support Contract and who then chooses to buy Avid Support more than 30 days after the initial purchase/warranty period has expired will be charged the reinstatement fee.

The following products are subject to the reinstatement fee:

The reinstatement fee is not required to re-activate or activate support contracts for Avid systems that have been discontinued, including:

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Can I choose to continue without a Support Contract?

Certainly. Customers are not required to purchase an Avid Support Contract. However, customers who choose not to purchase support or who let their support contracts expire will be required to pay the reinstatement fee if they choose to activate or re-activate an Avid Support Contract after January 1, 2008, unless the Avid system in question is a discontinued product not subject to the reinstatement fee.

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Is there a standard grace period for customers who have let their coverage lapse?

Yes. Customers have 30 days after the expiration of their Avid Support Contract or standard product warranty period to re-activate or activate an Avid Support Contract without incurring the reinstatement fee. After 30 days, the reinstatement fee or pro-rated surcharge will be required for renewal.

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How is the Support Reinstatement Fee calculated?

The 25% fee is based on the MSRP of the Basic Support Contract for the particular product(s) being supported. Optional services such as 7x24 Coverage or Extended Hardware Warranties are not included in the calculation of the reinstatement fee.

Example: Media Composer Adrenaline support

Note: If the Support Contract has lapsed for less then 90 days, it may be more cost effective for customers to back-date the Avid Support contract to the prior ending date rather than incur the 25% reinstatement fee.

How do I re-activate or activate my Avid Support Contract?

To reactivate or activate an Avid Support Contract, please call a Support Sales representative at 1-800-949-2843, Option 2.