Avid Support Tisk

Avid Support je služba, kterou výrobce poskytuje svým zákazníkům na dobu 1 roku, a má základní 2 cíle: ochránit investici vloženou do softwaru a zabezpečit užitnou hodnotu hardwaru. Avid Support je rozdělen do 4 úrovní dle rozsahu poskytovaných služeb. Součástí každé úrovně jsou bezplatné aktualizace softwaru. Kromě Avid Standard Supportu je tato služba také prodloužením záruky na hardware, jehož stáří nepřesáhlo 5 let, včetně rychlé výměny náhradních dílů. Důležitým prvkem je i asistenční služba s daným rozsahem a příslušnou reakční dobou v závislosti na zvolené úrovni podpory. Avid Support lze každým rokem obnovit tak, aby systém či systémy byly stále pokryty touto podporou, tzv. „byly pod Supportem“. Při obnovení Avid Supportu, který nebyl kontinuální, se systém dostává do 2 měsíční karantény, ve které nelze nárokovat výměnu vadných dílů.

Pian Features
Choose the level of service you need to meet your requirements, complement your in­ house IT capabilities and optimize your support budget allocation. Avid offers around the clock technical assistance, Code Blue response to mission critical issues, priority phone queuing, and pian s that accommodate organizations of all sizes and requirements.

  Expert ExpertPlus Ellte
Eligible Products Media Composer" NewsCutter, Symphony and Pro Tools All Pro and Media Enterprise Products All Pro and Media Enterprise Products
Access 7x24 7x24 7x24
Non-Critical Web Response (1)
 24-hour response (2)
 4-hour response (2) l-hour response (2)
Critical Phone Response (1)
 Standard Priority Highest priority
Software Upgrades N/A Included Included
Escalation Standard Code Blue Code Blue
System Support   Advocate'

Hardware Coverage
(Advance Exchange next business-day ship from depot)
System Monitor'
Health Check (5)
Advocate / Champion (3)
Options (add'l lee) System Monitor (4)
Health Check (6)
Hardware Coverage
(Advance Exchange 2 business- day ship Irom depot)

System Monitor (4)
Onsite support (7)
Health Check (6)
Hardware Coverage
(Advance Exchange nextbusiness-day ship from de pot)

 Onsite supporf (7)

1 - Local language support during business hours only
2 - Includes nights and weekends
3 - Customer advocates or champions are available to qualifying customers at Aviďs discretion
4 - System monitor requires a suitable server for hosting the application and PS engagement for installation and configuration
5 - One complimentary health check per year for qualifying customers (non-qualifying Elite customers may purchase separately at a 40% discount)
6 - Health Checks may be purchased separately at Aviďs discretion
7 - Onsite support IS provided at Aviďs discretion (Not available in all regions)

CodeBlue
Code Blue escalations are called when you are in a mission critical situation and we need to invoke an "all hands on deck" response.

Advance Exchange
If you have a hardware failure, Advance Exchange coverage entitles you to have a replacement part shipped in advance of Avid receiving the faulty part. During your warranty period your level of service is upgraded from Return-to-Factory and when your warranty expires you stili have hardware replacement coverage. Advance Exchange coverage charges vary by product.

Customer Advocates / Champions Once your account has reached a certain size, Avid will assign an Advocate or Champion to ensure you receive the epitome of personalized service. Whether you are planning a system upgrade or an ambitious facility expansion, your Advocate or Champion will work to proactively anticipate potential obstacles and serve as your single point of contact throughout the life of your contract.

 Pro aktuální ceny Supportu, podmínky a možnosti využití nás kontaktujte. 
 
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