Avid Limited Uptime Support
Avid Limited Uptime Support includes all the features and benefits of Avid Uptime Support except for materials. It is designed for those customers who require mission critical assistance but keep their own inventory of spare parts.
Includes everything in Uptime, except:
- Advance Exchange for materials within 1 business day
|
|
|
|
| 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.