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
| 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 | ||
| Minimum response targets - Non Critical | Next Bus Day | 8 hours | 4 hour | 1 hour |
| Priority queuing | ✓ | ✓ | ||
| Unlimited number of service requests | ✓ | ✓ | ✓ | ✓ |
| Customer-defined severity level | ✓ | ✓ | ✓ | ✓ |
| Remote diagnostics | ✓ | ✓ | ✓ | ✓ |
| Onsite support (optional/fees): response time1 |
7 Bus Days | 3 Bus Days | 2 Bus Day | Next Bus Day |
| Escalation management | ✓ | ✓ | ✓ | |
| Designated team | ✓ | |||
| 7 x 24 Online Support | ||||
| Knowledge base | ✓ | ✓ | ✓ | ✓ |
| Product forums | ✓ | ✓ | ✓ | ✓ |
| Log, track and update cases | ✓ | ✓ | ✓ | ✓ |
| Product and patch downloads | ✓ | ✓ | ✓ | ✓ |
| 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 | ✓ | |||
Select a Plan
- Support Offerings
- Avid Standard Support
- Avid Priority Support
- Avid Uptime Support
- Avid Enterprise Support
Low-cost Per Incident and Per-Minute Support
In addition to the structured support plans, Avid Support is available by the minute or fixed fee per incident for specific products purchased by hobbyists and casual users.