Avid Advantage Support Plans

Ensuring your success

As your trusted partner, our Support team is committed to helping you work through whatever comes your way, from reducing downtime and speeding recovery, to making the most of your Avid investment.

Our Standard, ExpertPlus, and Elite support plans enable you to protect your revenue, reputation, and productivity, no matter the circumstances, so you can:

  • Implement new features and functionality at a predictable expense
  • Improve your efficiency so you can complete critical projects on time
  • Keep your systems running smoothly through software updates and fast issue resolution
  • Avoid downtime and prevent risk with industry best practices and proven solutions

Choose the plan that’s right for you

Support Features:   Standard
   ExpertPlus
   Elite¹
Availability 24x72
 24x7  24x7
Online Case Creation  +  +  +
Phone Support3
(For Critical Issues)
 
 +  +
Case Response Times  24-48 Hours2  4 Hours  1 Hour
Critical Escalation Process  
 High Priority  Highest Priority
Software Upgrades  +  +  +
OnCue Incident Management  
 +  +
Proactive Project Assessment4    +  +
Extended Hardware Support  
   Advance Exchange hardware coverage (next-day ship)
For-fee Options  ASC, Advance Exchange hardware coverage (2-business day ship)  Advance Exchange hardware coverage (next-business day ship), Onsite Support5  Onsite Support5, Avid Dedicated Support Expert, Avid Service Account Manager
   
 Self-Help Options Available:  
Online Knowledge Base  +  +  +
Avid Communities6  +  +  +

1 – Elite Live Support available for VENUE | S6L, click here for more details
2 – 24-hour response Monday-Friday, 48-hour response Saturday & Sunday
3 – Phone Support is available for "Standard" entitlements with certain products through a separately purchased Avid Support Code (ASC)
4 – Available only during engagements with Avid Professional Services
5 – Onsite support is provided at Avid’s discretion (not available in all locations)
6 – Avid’s online communities are intended for peer-to-peer engagement, and are not for support case creation, nor staffed by Avid customer support personnel

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Support Portal Instructions
Avid Advantage Terms & Conditions

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