Avid Support for Avid Unity *
Avid offers a complete support solution for the storage network and enterprise level user in North America. Continuous operation of a mission critical application like Avid Unity MediaNetwork is vital to your business. To maximize uptime, Avid Support for Avid Unity support programs have been specifically tailored for the Avid Unity customer in mind. Three levels of service and options are available:
Avid Support for Avid Unity† *
- Telephone Support from 8:00 AM - 8:00 PM in North America
- Advanced Exchange and Preferred Pricing on qualified Avid replacement parts. 24-hour turnaround in North America
- Applicable software maintenance releases
- Avid Service Assistant Remote dial-in support
- Avid Knowledge Center Web Access
- Subscription to Avid's quarterly newsletter
Avid Support On-Site for Avid Unity† *
- Telephone Support from 8:00 AM - 8:00 PM in North America
- Advanced Exchange and Preferred Pricing on qualified Avid replacement parts. 24-hour turnaround in North America
- On-Site Service/8-business-hour response** in North America
- Applicable software maintenance releases
- Avid Service Assistant Remote dial-in support
- Avid Knowledge Center Web Access
- Subscription to Avid's quarterly newsletter
Avid Support On-Site Plus for Avid Unity† *
- Unlimited toll free phone support 8 a.m.-8 p.m., Monday through Friday, local time. 24 x 7 phone support option available as uplift.
- On-site Service/2-business-hour response**
- Service Account Manager assigned
- Applicable Software maintenance releases
- Avid Service Assistant Remote dial in support
- Avid Knowledge Center Web Access
Avid Support for Avid Unity Program Entitlements (North America)† *
Technical Support
All three programs for the Avid Unity customer provide unlimited toll
free escalated response phone support from 8am-8pm local time in North
America, which can be uplifted to 24 hours a day, seven days week coverage.
Avid Service Assistant
Avid Service Assistant is our suite of diagnostics tools enabled via
dial-in remote access to the Avid Unity Server. Servers are shipped
with an internal modem as standard. This allows technical support engineers
to provide an even faster problem diagnosis, helping to ensure that
the correct problem resolution be dispatched. This entitlement is available
for Avid Support for Avid Unity system customers only.
Avid On-Site Services
Avid Unity MediaNetwork is a mission critical system, tested vigorously
and held to Avid's industry leading quality standards. To ensure maximum
uptime and fast service turnaround, Avid offers On-Site services specially
tailored for the enterprise level user.
- The Avid Unity On-Site and On Site Plus programs offer two levels of service in North America: an 8 hour** response and a 2 hour response from selected field service offices. These locations will stock Avid Unity specific spares, and be available for immediate dispatch, subject to the program terms and conditions.
- For the enterprise level user in North America, Support On-Site Plus is the peace of mind support program. An Avid Service Account manager will monitor every service event and assure your site's performance objectives are being met.
- Avid Support contract customers are also entitled to Advanced Exchange on replacement spares orders, including servers and networking hardware components.
* Applies to North America only. Program availability and details may vary depending on geographic location, and are subject to change without notice. Contact your local Avid office or reseller for complete program information and pricing.
**Limited to specific geographic regions of the United States, currently available in New York, NY and Los Angeles, CA. Subject to Avid Support On-Site terms and conditions, please contact your reseller for details.
†Program availability and details may vary depending on geographic location and are subject to change without notice. Contact your local Avid office or reseller for complete program information and pricing or to inquire about support offerings outside of North America.