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Avid Uptime Support

Avid Uptime Support is designed for small to mid-sized broadcasters, post-production and Audio facilities requiring system availability beyond normal business hours. Uptime provides round-the-clock access to assisted support and rapid access to onsite and materials.

Includes everything in Priority, plus:

  • 7 x 24 assisted support
  • 1 hour response time for Critical On Air issues
  • Priority queuing
  • Advance Exchange for materials within 1 business day
  • Optional:  Access to onsite  support – 2 business days (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

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.

Buy Online from the Avid Store.