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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

    Standard
   ExpertPlus
   Elite
Availability 24x7
Sibelius (Business Hours only - Monday thru Friday)
 24x7  24x7
Supported Channels Unlimited web support, one standard phone support incident per month, forums Unlimited web support (4-hour response), unlimited priority phone support, forums Unlimited web support (1-hour response), unlimited highest priority phone support, forums
Software Upgrades  +
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OnCue Incident Management  +
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Proactive Project Assessment3  +
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System Support   Customer Champion2 Advance Exchange hardware coverage (next-day ship), Customer Champion2
For-fee Options Advance Exchange hardware coverage (2-business day ship) Advance Exchange hardware coverage (next-business day ship), Health Check, Onsite Support1  Onsite Support1, Health Check Designated Support Expert

1 – Onsite support is provided at Avid’s discretion (not available in all locations
2 – A customer champion is available for qualifying customers at Avid’s discretion
3 – Available only during engagements with Avid Professional Services

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