Intended to provide extended support services for owners of the S4 mixing console, this Avid Advantage ExpertPlus Support Plan keeps your software up to date and offers comprehensive 24/7 technical support for major projects. Enjoy phone support, easy Online Case creation, and a speedy 4-hour response time to any created cases.
This plan allows for high-priority case escalation in serious situations, ensuring minimal downtime. The plan also ensures access to OnCue Incident Management for hands-on technical support and Proactive Project Assessment for help from Avid's technical crew in planning, reviewing, and executing technical plans. Along with access to Avid's vast online knowledge database and Avid communities, this support plan is vital for ensuring absolutely minimal risk and downtime while keeping your system running smoothly.
- 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
- 24/7 support availability
- Online case creation
- Phone support for critical issues
- 4-hour case response time
- High-priority critical escalation process for cases
- Seamless software upgrades
- OnCue incident management
- Proactive Project Assessment support
- Advanced exchange hardware coverage (next business day ship)
- On-site support
- Access to online knowledge base
- Access to Avid Communities
In addition, when you engage with Avid Global Services, Avid's technical experts will develop a plan before any onsite action occurs—and provide a post-engagement review to ensure your expectations were met. Includes:
- Review and approval of technical plans
- Pre-flight product checklists
- Avid Executive notifications
- Risk assessment and mitigation plans
- Dedicated on-call resources as needed
- Complete end-to-end post-engagement assessment
They take into account both the technical severity of the issue, as well as the impact on your business, so they can respond quickly with an action plan and appropriate resources. Top benefits:
- Consistent, worldwide problem resolution process
- Formal action planning process
- Specific roles and responsibilities for Escalation Team members
- Active customer participation
- Efficient problem resolution
- Improved continuous communication