Avid Standard Support
A support plan for low-complexity environments, Avid® Standard Support is designed for customers for whom system availability is not mission critical, yet providing business hours support and access to software updates is key.
- 5 x 9 assisted support
- 7 x 24 access to online knowledge base and product forums
- Software updates and patches
- Optional: Remote diagnosis via customer allowed connection
- Optional: Access to scheduled onsite support - 7 business days (fees apply)1
|
|
|
| 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.
Buy Online from the Avid Store.
