Welcome to the Avid Advantage. The Avid Advantage

Transcription

1 The Avid Advantage

2 Welcome to the Avid Advantage The Avid Advantage 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 Elite, ExpertPlus, and Standard 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 Elite Expert Plus Standard Availability 24x7 24x7 24x7 Support Channels Software Upgrades Hardware Support For-fee Options - Unlimited web support (1-hour response) - Unlimited highest priority phone support (1 hour response) - Forums - Unlimited web support (4 hour response) - Unlimited priority phone support (4 hours response) - Forums - Unlimited web support -One standard phone support incident per month - Forums Included Included Included Extended hardware coverage with advance exchange (Next-day ship, weekends & holidays excluded) Onsite Support Not Included Extended hardware coverage with advance exchange (Next-business day ship, weekends & holidays excluded) Onsite Support Not Included Extended hardware coverage with Advance Exchange (2-business day ship, weekends & holidays excluded) Onsite Support Choose Link The to Avid Advantage Elite Link to Support Elite Plan port Plan Expert Plus Support Standard Support Plan Getting Started Contacting Customer Care Lingk Termsto T&Exxxxxx and x Conditions 1

3 Welcome to the Avid Advantage Elite Support Plan The Avid Advantage Elite Support Plan is a premium offer available for all Professional and Media Enterprise products. Specific components include: Information Services Avid provides 7 days x 24 hours access to an online Knowledge Base and product forums (available at Technical Support Unlimited High Priority support call queuing means your call will be answered before all preceding lower priority calls are answered. Response within 1 hour. Technical Support is available via Web case logging with 7 days x 24 hours access. Response within 1 hour. Software Patches and Updates Take advantage of software patches and Updates including: maintenance releases and software feature releases, as well as customer specific bug fixes (if applicable). Hardware Coverage Extended hardware coverage with advance exchange is included at no additional charge. Elite customers with Hardware Coverage will be entitled to have a replacement part shipped in advance of Avid receiving back the faulty part. Avid will use reasonable commercial efforts to ensure Next Day dispatch from our parts depot. This excludes weekends and public holidays local to the depot unless a critical escalation has been determined by Avid technical personnel before hand. Onsite Support Onsite support is available for an additional fee. Click here for Avid Advantage Elite Plan Terms and Conditions Choose The Avid Advantage Elite Support Plan Expert Plus Support Standard Support Plan Getting Started Contacting Customer Care Terms and Conditions 2

4 Welcome to the Avid Advantage Expert Plus Support Plan The Avid Advantage ExpertPlus Support Plan is a premium offer available for all Professional and Media Enterprise products. Specific components include: Information Services Avid provides 7 days x 24 hours access to an online Knowledge Base and product forums (available at Technical Support Unlimited High Priority support call queuing means your call will be answered before all preceding lower priority calls are answered. Response within 4 hours. Technical Support is available via Web case logging with 7 days x 24 hours access. Response within 4 hours. Software Patches and Updates Take advantage of software patches and Updates including: maintenance releases and software feature releases, as well as customer specific bug fixes (if applicable). Hardware Coverage Extended hardware coverage with advance exchange is available for an additional fee. Onsite Support Onsite support is available for an additional fee. Choose The Avid Advantage Elite Support Plan Expert Plus Support Standard Support Plan Getting Started Contacting Customer Care Click here for Avid Advantage ExpertPlus Plan Terms and Conditions Terms and Conditions 3

5 Welcome to the Avid Advantage Standard Support Plan The Avid Advantage Standard Support Plan is offered for Avid NEXIS Pro, Media Composer and Pro Tools products only. Specific components include: Information Services Avid provides 7 days x 24 hours access to an online Knowledge Base and product forums (available at Technical Support Avid will also provide 7 days x 24 hours technical telephone support via one telephone call per month. Response within 24 hours. Technical Support is available via Web case logging with 7 days x 24 hours access. Response within 24 hours. Software Patches and Updates Take advantage of software patches and Updates including: maintenance releases and software feature releases, as well as customer specific bug fixes (if applicable). Hardware Coverage Extended hardware coverage with advance exchange is available for an additional fee. Onsite Support Onsite support is available for an additional fee. Choose The Avid Advantage Elite Support Plan Expert Plus Support Standard Support Plan Getting Started Contacting Customer Care Click here for Avid Advantage Standard Plan Terms and Conditions Terms and Conditions 4

6 Welcome to the Avid Advantage Getting Started Create an Avid Master Account Your personal Avid Master Account gives you access to the Support Center (to get help), Download Center (to get the latest software), and Avid Communities (to participate in forum discussions with industry experts and other users). You can also view your purchases made in the online Avid Store, manage product licenses and subscriptions, and more. To create an account (if you don t already have one): 1. Go to 2. Select "Sign In/Register" from the top of the page. 3. Under "Create an Avid Master Account," Fill in the required fields and then click the Create an account button. Get Help On Our Support Site Choose The Avid Advantage Elite Support Plan Expert Plus Support Standard Support Plan Getting Started Once you create your Avid Master Account, you ll have access to a wealth of self-help resources available at to fully maximize your Avid experience, including links to activate and register your product, as well as download the latest version of your software. You ll also find tech support articles, how-to videos, FAQs and more in the vast Knowledge Base, or you can seek help from industry experts, Avid moderators, and other users in our community forums. Be sure you check out these resources before contacting our Customer Care team, as your question may have already been answered. Contacting Customer Care Terms and Conditions 5

7 Welcome to the Avid Advantage Contacting Customer Care Do you have an Avid Advantage support plan? Open an online support case... Our Customer Care Portal is a fast and easy way to get help online, anytime, without having to wait on the phone. It s the best way to connect with our worldwide network of support technicians for non-critical issues 24 hours a day, 7 days a week, 365 days a year. Get access to the Customer Care Portal 1. If you don t already have access, sign in to your Avid Master Account at 2. On your My Account page, select Request access to Support Center (Portal) from the My Support Center section. 3. Fill out all required elds in the request form and click Submit Request. and submit a case When submitting a case, please provide as much information about your issue as possible, so we can better troubleshoot and resolve your issue and get you back to work faster. Some of the details we need include: System ID (if applicable) Detailed description of your issue (include all relevant software versions and equipment) Troubleshooting steps you ve already tried Screenshots and logs (if applicable) Or get support by phone: For urgent, critical issues, please contact Customer Care directly by phone. Be sure to have your System ID/Service ID ready when you call. For a complete list of contact numbers, visit and select Contact Avid Support. Choose The Avid Advantage Elite Support Plan Expert Plus Support Standard Support Plan Getting Started Contacting Customer Care Terms and Conditions 6

8 Welcome to the Avid Advantage Avid Advantage Terms and Conditions Choose The Avid Advantage Avid Advantage Plan Description Elite Avid Advantage Plan Description ExpertPlus Avid Advantage Plan Description Standard Avid Advantage Extended Hardware Coverage Avid Advantage Option - Onsite Avid Advantage Plan Description Legacy Avid Advantage Option - Dedicated Support Expert Avid Advantage Support Reinstatement Policy Elite Support Plan Expert Plus Support Standard Support Plan Getting Started Contacting Customer Care Terms and Conditions 7

9 Back to Terms and Conditions Section 1 Avid Advantage Support Plan Description Elite Avid Technology, Inc. 75 Network Drive Burlington, MA USA Avid Technology International B.V. Carmanhall Road Sandyford Industrial Estate Dublin 18, Ireland Avid Technology KK 4F ATT Building Akasaka, Minato-Ku Tokyo , Japan Elite is a mission-critical offer available for all Professional and Media Enterprise products. Specific components of this offer include: a) Information Services Avid will provide 7 days x 24 hours access to an online Knowledge Base and product forums (available at Product registration and/or secure user login may be required for access and use of forums is subject to the Avid Community Exchange Terms of Use and Conduct Guidelines (available at Availability may be limited during hours of routine maintenance or updates to the web site. b) Technical Support Technical Support is available via Web case logging with 7 days x 24 hours access. Web case logging is the preferred form of contacting support for all non-critical issues. Avid will use reasonable commercial efforts to meet a 1-hour response target for all logged requests. "Response shall mean the initiation of an action by Avid to the support request. The service provided by Avid is limited to Avid qualified hardware and software. Critical Issues shall mean the customer is experiencing an issue for which there is no acceptable work alternative and that is seriously impacting the customer s ability to conduct business. Avid will also provide 7 days x 24 hours technical support via telephone for Critical Issues with Highest Priority queuing under Elite support plans. Highest Priority means the call 8

10 will be answered before all calls preceding it are answered, except for calls of the same priority. Avid will use reasonable commercial efforts to address these calls within 1 hour. Avid reserves the right to suspend telephone access, or modify the hours of availability, if the customer does not appropriately comply with the above defined usage criteria. Technical Support provided outside normal business hours (9:00 am to 5:00 pm, local to the Avid contact center) will be delivered in English. c) Software Patches and Updates From time to time Avid will make available to the customer software patches and Updates. Updates are any of the following: maintenance releases and software feature releases (also called software upgrades). When applicable, Avid may also distribute customer specific bug fixes ("Bug Fixes"). Bug Fixes have limited testing and are distributed only to those customers exhibiting the particular issues that are addressed by the Bug Fixes. Avid may, at its discretion, post freely downloadable software patches, Bug Fixes or Updates on This plan only covers software patches and Updates for current shipping software releases. No back releases will be provided. Customers are not entitled to any refunds or credits for past purchases of software Updates. Rights to software Updates cease with support plan termination or expiration. d) Professional services, training services, additional required upgrades of hardware, software or third party products; and the installation of patches or Updates are not included with the software patches or Updates. All such additional upgrades and services must be purchased separately. e) Hardware Coverage Advance Hardware replacement is included under Elite support coverage at no additional charge. Customers will be entitled to have a replacement part shipped in advance of Avid receiving back the faulty part. Avid will use reasonable commercial efforts to ensure Next Day dispatch from depot for Elite support plans. A request for a replacement part must be accepted by Avid by 3:00 pm local time (for the Avid Depot location) for the request to be considered received during that working day. Certain geographical locations and/or customs restrictions may delay delivery and these will be notified as soon as Avid becomes aware that there is an issue. Failure to return the faulty part within 21 days of shipment of the replacement part to the customer ("the Return Period") will result in Avid invoicing customer for the full retail price of the replacement 9

11 part. Parts returned to Avid outside the Return Period, will be credited at Avid s sole discretion and, if a credit is agreed by Avid, this credit may not be at the full invoiced price. Avid reserves the right to suspend advance parts shipment where there are outstanding invoices relating to replacement parts. Customers should not return parts to Avid without first confirming a failure with Avid customer support. If a customer chooses to return a part without this confirmation and no fault is found, Avid reserves the right to charge the customer a freight, handling and diagnosis charge; at Avid s then-current rates (available upon request). Avid reserves the right to remove hardware coverage from this plan for products that have been in use for more than five years. Per-event repair or replacement purchase options may be available for an additional fee. f) Escalation Process Avid employs an industry-standard escalation process for all support events that cannot be resolved within a reasonable time. This process provides for increasing levels of resources and technical assistance to be applied based on both elapsed time and the level of severity of the issue. Avid also uses a severity/priority escalation matrix to determine appropriate response for any escalation and holds the right to exclusively determine the severity level of an issue. Avid will leverage customer feedback to set the appropriate priority level for all escalations that will help determine the appropriate level of response and will communicate the escalation status to senior executives at both the customer and Avid. g) Remote Connectivity Avid provides remote support to customers from our global support centers using remote console access and diagnostic tools. Customers are expected to provide remote access to Avid equipment to aid in the diagnosis and trouble-shooting process. For many products, Avid Technical Support personnel will use secure tools to directly access the user interface in order to test and/or resolve technical issues. Avid reserves the right to charge an additional support difficulty surcharge; at Avid s then-current rates (available upon request); on all support contracts when the customer is unable, or unwilling, to provide remote access to the supported equipment. This surcharge does not entitle the customer to onsite support. h) Service Account Manager not included The Service Account Manager (SAM) is a for-fee option and chargeable at Avid s thencurrent rates. The SAM is a primary point of contact within Avid Global Services for the assigned account(s), and provides account and customer relationship management. They 10

12 manage the overall and ongoing service relationship with our customer through proactive, open, responsive and collaborative account management. Act as an advocate and liaison between internal Avid teams to ensure customer s needs are being met; coordinating with sales, customer loyalty, professional services, product management and support personnel.. i) Dedicated Support Expert not included The Dedicated Support Expert (DSE) is a for-fee option and chargeable at Avid s thencurrent rates. The DSE is a primary point of contact within Avid Global Services for the assigned account(s), and provides customers with a designated technical resource with advanced skills in a specific Avid product or solution. They act as an extension of the customer s own technical team; solving problems, performing proactive maintenance, and work closely with Avid resources to resolves issues.. j) Onsite Support not included Onsite assistance is optional and chargeable at Avid s then-current rates (available upon request), together with travel time and expenses, at the time of provision of the service. It is charged on a daily rate that cannot be pro-rated for parts of a day (unless contractually agreed to in advance of a request). A day is defined as not more than nine hours of onsite presence; to include appropriate breaks for meals, etc. (local labor laws apply). Avid will use reasonable efforts to respond to requests for onsite support by providing resources within four business days for customers with all of their Avid products covered under an Elite contract. Onsite assistance is not available in all locations and is provided at Avid s sole discretion. Onsite support service charges are non-refundable. Avid reserves the right to make changes to our onsite support policies and procedures without prior notice. Avid Technology, Inc. Support Plan Description Elite March RevE 11

13 Back to Terms and Conditions Section 2 Avid Advantage Support Plan Description Expert Plus Avid Technology, Inc. 75 Network Drive Burlington, MA USA Avid Technology International B.V. Carmanhall Road Sandyford Industrial Estate Dublin 18, Ireland Avid Technology KK 4F ATT Building Akasaka, Minato-Ku Tokyo , Japan ExpertPlus is a premium offer available for all Professional and Media Enterprise products. Specific components of this offer include: a) Information Services Avid will provide 7 days x 24 hours access to an online Knowledge Base and product forums (available at Product registration and/or secure user login may be required for access and use of forums is subject to the Avid Community Exchange Terms of Use and Conduct Guidelines (available at Availability may be limited during hours of routine maintenance or updates to the web site. b) Technical Support Technical Support is available via Web case logging with 7 days x 24 hours access. Web case logging is the preferred form of contacting support for all non-critical issues. Avid will use reasonable commercial efforts to meet a 4-hour response target for all logged requests. "Response shall mean the initiation of an action by Avid to the support request. The service provided by Avid is limited to Avid qualified hardware and software. Critical Issues shall mean the customer is experiencing an issue for which there is no acceptable work alternative and that is seriously impacting the customer s ability to conduct business. Avid will also provide 7 days x 24 hours technical support via telephone for Critical Issues with High Priority queuing under ExpertPlus support plans. High Priority means the call 12

14 will be answered before all calls preceding it are answered, except for calls of the same or higher priority. Avid will use reasonable commercial efforts to address these calls within 4 hours. Avid reserves the right to suspend telephone access, or modify the hours of availability, if the customer does not appropriately comply with the above defined usage criteria. Technical Support provided outside normal business hours (9:00 am to 5:00 pm, local to the Avid contact center) will be delivered in English. c) Software Patches and Updates From time to time Avid will make available to the customer software patches and Updates. Updates are any of the following: maintenance releases and software feature releases (also called software upgrades). When applicable, Avid may also distribute customer specific bug fixes ("Bug Fixes"). Bug Fixes have limited testing and are distributed only to those customers exhibiting the particular issues that are addressed by the Bug Fixes. Avid may, at its discretion, post freely downloadable software patches, Bug Fixes or Updates on This plan only covers software patches and Updates for current shipping software releases. No back releases will be provided. Customers are not entitled to any refunds or credits for past purchases of software Updates. Rights to software Updates cease with support plan termination or expiration. d) Professional services, training services, additional required upgrades of hardware, software or third party products; and the installation of patches or Updates are not included with the software patches or Updates. All such additional upgrades and services must be purchased separately. e) Hardware Coverage (Optional for an additional fee) Customers may choose to add Advance Hardware replacement to their Avid ExpertPlus coverage for an additional fee that varies by product. Customers with such Hardware Coverage will be entitled to have a replacement part shipped in advance of Avid receiving back the faulty part. Avid will use reasonable commercial efforts to ensure Next Business Day dispatch from depot for ExpertPlus support plans (excludes weekends and public holidays local to the Avid depot). A request for a replacement part must be accepted by Avid by 3:00 pm local time (for the Avid Depot location) for the request to be considered received during that working day. Certain geographical locations and/or customs restrictions may delay delivery and these will be notified as soon as Avid becomes aware that there is an issue. Failure to return the faulty part within 21 days of shipment of the replacement part to the customer ("the Return 13

15 Period") will result in Avid invoicing customer for the full retail price of the replacement part. Parts returned to Avid outside the Return Period, will be credited at Avid s sole discretion and, if a credit is agreed by Avid, this credit may not be at the full invoiced price. Avid reserves the right to suspend advance parts shipment where there are outstanding invoices relating to replacement parts. Customers should not return parts to Avid without first confirming a failure with Avid customer support. If a customer chooses to return a part without this confirmation and no fault is found, Avid reserves the right to charge the customer a freight, handling and diagnosis charge; at Avid s then-current rates (available upon request). Avid reserves the right to remove hardware coverage from this plan for products that have been in use for more than five years. Per-event repair or replacement purchase options may be available for an additional fee. f) Escalation Process Avid employs an industry-standard escalation process for all support events that cannot be resolved within a reasonable time. This process provides for increasing levels of resources and technical assistance to be applied based on both elapsed time and the level of severity of the issue. Avid also uses a severity/priority escalation matrix to determine appropriate response for any escalation and holds the right to exclusively determine the severity level of an issue. Avid will leverage customer feedback to set the appropriate priority level for all escalations that will help determine the appropriate level of response and will communicate the escalation status to senior executives at both the customer and Avid. g) Remote Connectivity Avid provides remote support to customers from our global support centers using remote console access and diagnostic tools. Customers are expected to provide remote access to Avid equipment to aid in the diagnosis and trouble-shooting process. For many products, Avid Technical Support personnel will use secure tools to directly access the user interface in order to test and/or resolve technical issues. Avid reserves the right to charge an additional support difficulty surcharge; at Avid s then-current rates (available upon request); on all support contracts when the customer is unable, or unwilling, to provide remote access to the supported equipment. This surcharge does not entitle the customer to onsite support. h) Onsite Support not included Onsite assistance is optional and chargeable at Avid s then-current rates (available upon request), together with travel time and expenses, at the time of provision of the service. It 14

16 is charged on a daily rate that cannot be pro-rated for parts of a day (unless contractually agreed to in advance of a request). A day is defined as not more than nine hours of onsite presence; to include appropriate breaks for meals, etc. (local labor laws apply). Avid will use reasonable efforts to respond to requests for onsite support by providing resources within seven business days for customers with all of their Avid products covered under an ExpertPlus contract. Onsite assistance is not available in all locations and is provided at Avid s sole discretion. Onsite support service charges are non-refundable. Avid reserves the right to make changes to our onsite support policies and procedures without prior notice. Avid Technology, Inc. Support Plan Description ExpertPlus March

17 Back to Terms and Conditions Section 3 Avid Advantage Support Plan Description Standard Avid Technology, Inc. 75 Network Drive Burlington, MA USA Avid Technology International B.V. Carmanhall Road Sandyford Industrial Estate Dublin 18, Ireland Avid Technology KK 4F ATT Building Akasaka, Minato-Ku Tokyo , Japan Standard support is a offer available for Avid NEXIS PRO, Media Composer and Pro Tools products only. Specific components of this offer include: a) Information Services Avid will provide 7 days x 24 hours access to an online Knowledge Base and product forums (available at Secure user login may be required for access and use of forums is subject to the Avid Community Exchange Terms of Use and Conduct Guidelines (available at Availability may be limited during hours of routine maintenance or updates to the web site. b) Technical Support Technical Support is available via Web case logging with 7 days x 24 hours access. Web case logging is the preferred form of contacting support for all non-critical issues. Avid will use reasonable commercial efforts to meet a 24-hour response target for all logged requests. "Response shall mean the initiation of an action by Avid to the support request. The service provided by Avid is limited to Avid qualified hardware and software. Critical Issues shall mean the customer is experiencing an issue for which there is no acceptable work alternative and that is seriously impacting the customer s ability to conduct business. Avid will also provide 7 days x 24 hours technical support via one telephone call per month for Critical Issues with no priority queuing under Standard support plans. No priority queuing means the call will be addressed after all calls preceding it and all calls of a higher pri- 16

18 ority have been addressed. Avid will use reasonable commercial efforts to address these calls within 8 hours. Avid reserves the right to suspend telephone access, or modify the hours of availability, if the customer does not appropriately comply with the above defined usage criteria. Technical Support provided outside normal business hours (9:00 am to 5:00 pm, local to the Avid contact center) will be delivered in English. c) Order Support Order Support is available via Web case logging within normal business hours. Avid will use reasonable commercial efforts to meet a 24-hour response target for all logged requests. "Response shall mean the initiation of an action by Avid to the support request. The service provided by Avid is limited to Avid qualified hardware and software. d) Software Patches and Updates From time to time Avid will make available to the customer software patches and Updates. Updates are any of the following: maintenance releases and software feature releases (also called software upgrades). When applicable, Avid may also distribute customer specific bug fixes ("Bug Fixes"). Bug Fixes have limited testing and are distributed only to those customers exhibiting the particular issues that are addressed by the Bug Fixes. Avid may, at its discretion, post freely downloadable software patches, Bug Fixes or Updates on This plan only covers software patches and Updates for current shipping software releases. No back releases will be provided. Customers are not entitled to any refunds or credits for past purchases of software Updates. Rights to software Updates cease with support plan termination or expiration. e) Professional services, training services, additional required upgrades of hardware, software or third party products; and the installation of patches or Updates are not included with the software patches or Updates. All such additional upgrades and services must be purchased separately. f) Hardware Coverage (Optional for an additional fee) Customers may choose to add Advance Hardware replacement to their Standard Support coverage for an additional fee that varies by product. Customers with such Hardware Coverage will be entitled to have a replacement part shipped in advance of Avid receiving back the faulty part. Avid will use reasonable commercial efforts to ensure Two Business Day dispatch from depot for Standard support plans 17

19 (excludes weekends and public holidays local to the Avid depot). A request for a replacement part must be accepted by Avid by 3:00 pm local time (for the Avid Depot location) for the request to be considered received during that working day. Certain geographical locations and/or customs restrictions may delay delivery and these will be notified as soon as Avid becomes aware that there is an issue. Failure to return the faulty part within 21 days of shipment of the replacement part to the customer ("the Return Period") will result in Avid invoicing customer for the full retail price of the replacement part. Parts returned to Avid outside the Return Period, will be credited at Avid s sole discretion and, if a credit is agreed by Avid, this credit may not be at the full invoiced price. Avid reserves the right to suspend advance parts shipment where there are outstanding invoices relating to replacement parts. Customers should not return parts to Avid without first confirming a failure with Avid customer support. If a customer chooses to return a part without this confirmation and no fault is found, Avid reserves the right to charge the customer a freight, handling and diagnosis charge; at Avid s then-current rates (available upon request). Avid reserves the right to remove hardware coverage from this plan for products that have been in use for more than five years. Per-event repair or replacement purchase options may be available for an additional fee. g) Remote Connectivity Avid provides remote support to customers from our global support centers using remote console access and diagnostic tools. Customers are expected to provide remote access to. Avid equipment to aid in the diagnosis and trouble-shooting process. For many products, Avid Technical Support personnel will use secure tools to directly access the user interface in order to test and/or resolve technical issues. Avid reserves the right to charge an additional support difficulty surcharge; at Avid s then-current rates (available upon request); on all support contracts when the customer is unable, or unwilling, to provide remote access to the supported equipment. This surcharge does not entitle the customer to onsite support. h) Onsite Support not included Onsite assistance is optional and chargeable at Avid s then-current rates (available upon request), together with travel time and expenses, at the time of provision of the service. It is charged on a daily rate that cannot be pro-rated for parts of a day (unless contractually agreed to in advance of a request). A day is defined as not more than nine hours of onsite presence; to include appropriate breaks for meals, etc. (local labor laws apply). 18

20 Avid will use reasonable efforts to respond to requests for onsite support by providing resources within seven business days for customers with all of their Avid products covered under an Standard Support contract. Onsite assistance is not available in all locations and is provided at Avid s sole discretion. Onsite support service charges are non-refundable. Avid reserves the right to make changes to our onsite support policies and procedures without prior notice. Avid Technology, Inc. Support Plan Description Standard June Rev B 19

21 Back to Terms and Conditions Section 4 Avid Advantage Support Plan Description Extended Hardware Coverage Avid Technology, Inc. 75 Network Drive Burlington, MA USA Avid Technology International B.V. Carmanhall Road Sandyford Industrial Estate Dublin 18, Ireland Avid Technology KK 4F ATT Building Akasaka, Minato-Ku Tokyo , Japan Extended Hardware Coverage is a basic support offer available for select Avid products. Specific components of this offer include: a) Information Services Avid will provide 7 days x 24 hours access to an online Knowledge Base and product forums (available at Product registration and/or secure user login may be required for access and use of forums is subject to the Avid Community Exchange Terms of Use and Conduct Guidelines (available at Availability may be limited during hours of routine maintenance or updates to the web site. b) Hardware Coverage Extended Hardware Coverage provides Advance Replacement for failed hardware at no additional charge. Customer will be entitled to have a replacement part shipped in advance of Avid receiving back the faulty part. Avid will use reasonable commercial efforts to ensure dispatch to customer within two business days for Extended Hardware Coverage plans (excludes weekends and public holidays). A request for a replacement part that is accepted by Avid manufacturing after 3:00 pm local time (for the Avid Depot location) will be considered a request made on the next business day. Certain geographical locations and/or customs restrictions may delay delivery and these will be notified as soon as Avid becomes aware that there is an issue. Failure to return the faulty part within 21 days of shipment of the replacement part to the 20

22 customer ("the Return Period") will result in Avid invoicing the customer for the full retail price of the replacement part. Parts returned to Avid outside the Return Period, will be credited at Avid s sole discretion and, if a credit is agreed by Avid, this may not be at the full invoiced price. Avid reserves the right to suspend advance parts shipment where there are outstanding invoices relating to replacement parts. c) Assisted Technical Support not included Avid does not provide Technical Support, or help with troubleshooting, with Extended Hardware Coverage. Customers are responsible for diagnosing failures to the correct equipment or component thereof before returning parts to Avid. Where a part is returned as faulty to Avid but no fault is found, Avid reserves the right to charge the customer an additional freight, handling and diagnosis charge. d) Onsite Support not included Onsite assistance with hardware replacements is at Avid s sole discretion and is chargeable at Avid s then-current rate (together with travel time and expenses) at the time of provision of the service. Onsite resources are not available in all locations. Avid makes no commitment to provide onsite assistance under Extended Hardware Coverage plans. e) Software Patches and Updates not included Extended Hardware Coverage does not provide software patches or updates. Avid Technology, Inc. Support Plan Description Extended Hardware Coverage April Rev A 21

23 Back to Terms and Conditions Section 5 Avid Advantage Support Plan Description Onsite Avid Technology, Inc. 75 Network Drive Burlington, MA USA Avid Technology International B.V. Carmanhall Road Sandyford Industrial Estate Dublin 18, Ireland Avid Technology KK 4F ATT Building Akasaka, Minato-Ku Tokyo , Japan Onsite support is a separate purchasable option that may be available with some Avid Support Plans (see plan descriptions for details). It provides an appropriate technical support resource at the customer s location for hands-on technical assistance with upgrades, technical trouble- shooting, system moves or other activities as mutually agreed to between the customer and Avid. Onsite resources are not available in all locations and will be provided at Avid s sole discretion. Onsite Support is not an integral part of any Avid Support Plan and must be scheduled in advance. Avid will use reasonable efforts to respond to requests for onsite support by providing resources within four business days for customers with an Elite support contract; and seven business days for ExpertPlus contracts. Onsite Support is a chargeable service and will be billed at Avid s then-current rates (available upon request), together with travel time and expenses, at the time of provision of the service. It is charged on a daily rate that cannot be pro-rated for parts of a day (unless contractually agreed to in advance of a request). A day is defined as not more than nine hours of onsite presence; to include appropriate breaks for meals, etc. (local labor laws apply). Customer requested tasks that require more than a one-day period to complete, will be charged as additional days for each one to nine hour additional period. From time to time Avid may choose to provide onsite technical assistance, at no additional cost to a customer, when attempting to diagnose a complex issue for a customer with an active support contract. Such assistance is at Avid s sole discretion and does not imply a similar response for future events will be provided. Onsite assistance provided under these circumstances will not be charged to the customer. 22

24 Onsite support service charges are non-refundable. Avid reserves the right to make changes to our onsite support policies and procedures without prior notice. Avid Technology, Inc. Support Option Description Onsite April Rev A 23

25 Back to Terms and Conditions Section 6 Avid Advantage Support Plan Description Legacy Avid Technology, Inc. 75 Network Drive Burlington, MA USA Avid Technology International B.V. Carmanhall Road Sandyford Industrial Estate Dublin 18, Ireland Avid Technology KK 4F ATT Building Akasaka, Minato-Ku Tokyo , Japan Legacy is a non-mission critical, best-effort support offer available for some Avid products that have passed their final sale date. Specific components of this offer include: a) Information Services Avid will provide 7 days x 24 hours access to an online Knowledge Base and product forums (available at Product registration and/or secure user login may be required for access and use of forums is subject to the Avid Community Exchange Terms of Use and Conduct Guidelines (available at Availability may be limited during hours of routine maintenance or updates to the web site. b) Technical Support Technical Support is available via Web case logging with 7 days x 24 hours access. Web case logging is the preferred form of contacting support for all issues. Avid will use reasonable commercial efforts to meet a 24-hour response target for all logged requests. "Response shall mean the initiation of an action by Avid to the support request. The service provided by Avid is limited to Avid qualified hardware and software. Urgent Issues shall mean the customer is experiencing an issue for which there is no acceptable work alternative and that is impacting the customer s ability to conduct business. Avid will also provide 7 days x 24 hours technical support via telephone for Urgent Issues with no priority queuing under Legacy support plans. No priority queuing means the call will be addressed after all calls preceding it and all calls of a higher priority have been addressed. 24

26 Avid reserves the right to suspend telephone access, or modify the hours of availability, if the customer does not appropriately comply with the above defined usage criteria. Technical Support provided outside normal business hours (9:00 am to 5:00 pm, local to the Avid contact center) will be delivered in English. c) Bug Fixes Legacy support does not provide access to any new releases, patches or software updates. Updates are any of the following: maintenance releases and software feature releases (also called software upgrades). Avid does not certify these updates against legacy software and the customer assumes responsibility the application thereof causes unexpected system issues. Legacy support does not provide access to customer software patches and updates comprising customer-specific bug fixes ( Bug Fixes ). d) Hardware Coverage Avid Legacy support does not explicitly provide hardware coverage. However, if parts are available, and Avid customer support confirms a failure, Avid will make every reasonable effort to make these parts available to customers on a first come, first served basis. Customers will be charged the applicable fee for the replacement part provided. Avid will use reasonable commercial efforts to ensure Two Business Day dispatch from depot (excludes weekends and public holidays local to the Avid depot). Certain geographical locations and/or customs restrictions may delay delivery and these will be notified as soon as Avid becomes aware that there is an issue. Per-event repair or replacement purchase options may be available for an additional fee. e) Escalation Process Avid employs an industry-standard escalation process for all support events that cannot be resolved within a reasonable time. This process provides for increasing levels of resources and technical assistance to be applied based on both elapsed time and the level of severity of the issue. Legacy support is best effort, and as such, does not include Escalations. Escalations will be initiated only at Avid s sole discretion. f) Remote Connectivity Avid provides remote support to customers from our global support centers using remote console access and diagnostic tools. Customers are expected to provide remote access to Avid equipment to aid in the diagnosis and trouble-shooting process. For many products, Avid customer support personnel will use secure tools to directly access the user in- 25

27 terface in order to test and/or resolve technical issues. Avid reserves the right to charge an additional support difficulty surcharge; at Avid s then-current rates (available upon request); on all support contracts when the customer is unable, or unwilling, to provide remote access to the supported equipment. This surcharge does not entitle the customer to onsite support. g) Onsite Support not provided Onsite assistance is available only at Avid s discretion and chargeable at Avid s thencurrent rates (available upon request), together with travel time and expenses, at the time of provision of the service. It is charged on a daily rate that cannot be pro-rated for parts of a day (unless contractually agreed to in advance of a request). A day is defined as not more than nine hours of onsite presence; to include appropriate breaks for meals, etc. (local labor laws apply). Avid will use reasonable efforts to respond to requests for onsite support. Onsite assistance is not available in all locations and is provided at Avid s sole discretion. Onsite support service charges are non-refundable. Avid reserves the right to make changes to our onsite support policies and procedures without prior notice. Avid Technology, Inc. Support Plan Description Legacy September RevB 26

28 Back to Terms and Conditions Section 7 Avid Advantage Support Plan Description Dedicated Support Expert Avid Technology, Inc. 75 Network Drive Burlington, MA USA Avid Technology International B.V. Carmanhall Road Sandyford Industrial Estate Dublin 18, Ireland Avid Technology KK 4F ATT Building Akasaka, Minato-Ku Tokyo , Japan Avid s Dedicated Support Expert (DSE) Offering provides customers with a dedicated technical resource with advanced skills in a specific Avid product or solution. This resource is allocated in 10, 20 or 40 hour increments per week (Sunday through Saturday) to deliver a more dedicated, high-touch experience for customers, acting as an extension of the customer s own technical team. They solve problems, perform proactive maintenance, work closely with Avid resources to resolve issues and may work onsite at your business. a. Customer Requirements All Avid equipment must be covered under an active ExpertPlus or Elite Support Contract Ensuring that they are using fully supported versions of Avid products that are not considered End of Support DSE will be assigned to one location or site per contract. Customer will be required to identify location and site (if multiple sites located in same facility/area) Customer shall choose a consistent and regular day of the week for onsite service Exceptions will be granted for critical issues or planned off-hours service/ maintenance 27

29 b. Program Guidelines Avid Dedicated Support Expert provides the following services*: o Develops deep understanding of customer s specific Avid environment o Maintains detailed documents, schematics, configurations etc. of the environment for accelerated troubleshooting o Proactive patch/upgrade planning including version compatibility o Provides best practice recommendations and guidance on new implementations and support optimization o Weekly case backlog reporting and prioritization o Direct access to Avid Engineering, Product Management and subject matter experts o Provides input to Product Management teams related to customer requirements o Available during typical work-week business hours, backed up by geo-based resources during non-business hours (Including vacation/sick time) unless otherwise arranged in advance Hours will be allocated against customer cases, proactive planning and system checks, onsite support and other activities related to the sustainment and operation of the customer s Avid system. Customer will be provided a monthly report on hours utilized to ensure compliance with the program they subscribe to Hours allocated must be used within a week timeframe and cannot be carried over to any other week Remote Connectivity Guidelines Refer to our Avid Advantage Support Plan Descriptions Avid.com This service is limited to patches and hardware replacements and shall not be used to replace Avid Professional Services for software and hardware upgrades DSE Support Services shall be provided in English language only c. Hours of Access & Response Time Dedicated Support Expert is available via Phone during normal business hours and will be backed up by geo-based resources during non-business hours. DSE will use reasonable commercial efforts to meet a 1 hour response target for customers on an Elite Support Contract or 4 hour response for customers on an ExpertPlus Support Contract for all logged requests. 28

30 Onsite response time specifies the period of time that begins when the initial request is received and logged with Avid and ends when the technical resource arrives at the customer's site, if this time falls within the specified coverage window. Avid will use reasonable efforts to respond to requests for onsite support by providing resources within one business day. d. Travel and Expenses Guidelines Refer to Travel and Expense Guidelines on Avid.com * Depending on volume of cases or skillset required to resolve, some cases may be worked by another Avid technical resource, but under the guidance of the DSE Avid Technology, Inc. Avid Dedicated Support Expert Offer Description October _ _ Rev B 29

31 Back to Terms and Conditions Section 8 Avid Advantage Support Plan Description Support Reinstatement Policy Avid Technology, Inc. 75 Network Drive Burlington, MA USA Avid Technology International B.V. Carmanhall Road Sandyford Industrial Estate Dublin 18, Ireland Avid Technology KK 4F ATT Building Akasaka, Minato-Ku Tokyo , Japan Avid requires that when a previously purchased support contract has expired, a reinstatement fee will be assessed before placing such equipment under a new support contract. The reinstatement fee is equivilant to 25% of the new support contract value. For customers that have allowed support coverage to lapse, there will be a forty-five (45) day waiting period after reinstatement before replacement parts or hardware coverage become available. 30