Avid Advantage

Avid Advantage
Your trusted partner
Peace of mind
Our mission is to ensure you maintain the highest standard of operational effectiveness
with timely, informed responses to everything from questions about product patches
and upgrades to configuration and compatibility tips. Avid Advantage is here to
help you:
• Improve your ability to generate new revenue with new functionality
• Deploy new features at a predictable expense
• Reduce downtime with software maintenance releases and faster issue resolution
• Improve your efficiency with industry best practices and known solutions
• Reach the next level of reliability so you avoid unnecessary downtime and mission
critical failures
If you do encounter unanticipated circumstances, whether it’s sudden downtime or
a glitch in your workflow, we’re here to help you triage, resolve issues and manage
your complex systems and unique workflows as efficiently as possible.
Why Avid Advantage?
The number one reason for a support contract with Avid is the caliber of the
people who answer your questions. We have a global team of more than 300
industry experts with decades of experience backed by the combined depth and
breadth of Avid engineering and professional services teams. Our skilled and
passionate professionals have an unparalleled blend of technology expertise and
real-world experience throughout the audio, visual, and entertainment industries.
A worldwide organization employing a 24x7 follow-the-sun model, Avid Advantage
offers the most responsive, agile support capabilities available in the industry.
Your success is our success
We know you have a lot on the
line, whether it’s your revenue,
reputation, or productivity. We’re
here with the experience, expertise,
and understanding of industry best
practices to help you protect it, no
matter what.
As a trusted partner, Avid
Advantage is committed to helping
you be successful with:
• The help and advice you need,
when you need it
• An unrivalled blend of real-world
media industry experience
and expertise
• Multi-tiered offerings and
upgrade options
Plan Features
Choose the level of service you need to meet your requirements, complement your inhouse 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 plans that accommodate organizations of all sizes and requirements.
Expert
Eligible Products
Media Composer®, NewsCutter®
Symphony® and Pro Tools®
ExpertPlusElite
All Pro and Media
Enterprise Products
All Pro and Media
Enterprise Products
Access
7x24
7x24
7x24
Non-Critical Web Response 1
24-hour response2
4-hour response2
1-hour response2
Critical Phone Response 1
Standard
Priority Highest priority
Software Upgrades
N/A
Included
Included
Escalation
Standard
Code Blue
Code Blue
System Support
Champion3
Hardware Coverage (Advance
Exchange next-day ship from depot)
System Monitor4
Health Check5
Champion3
Options (add’l fee)
System Monitor4
Health Check6
Hardware Coverage (Advance
Exchange two business-day
ship from depot)
System Monitor4 Onsite support7
Health Check6
Hardware Coverage (Advance
Exchange next business-day
ship from depot)
Onsite support7
1 – Local language support during business hours only
2 – Includes nights and weekends
3 – Customer Champions are available to qualifying customers at Avid’s 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 Avid’s discretion
7 – Onsite support is provided at Avid’s discretion (Not available in all regions)
Code Blue
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 still have hardware replacement coverage. Advance Exchange coverage
charges vary by product.
Customer Champion
Once your account has reached a certain size, Avid will assign a Champion to ensure you
receive the epitome of personalized service. Whether you are planning a system upgrade or
an ambitious facility expansion, your Champion will work to proactively anticipate potential
obstacles and serve as your point of contact throughout the life of your contract.
Avid Advantage
Support
Your trusted partner
Avid System Monitor
Avid System Monitor gives customers operational insight to the status of their
infrastructure, identifying anomalies and preventing outages. Providing an enterprise
wide OpenNMS-based monitoring and reporting console for Interplay® and ISIS®
infrastructures, Avid System Monitor complements existing product level monitoring and
diagnostic tools by providing the following benefits:
• Reduces problem resolution time by eliminating basic troubleshooting steps
• Sends proactive alarms regarding significant events by email
• Reports system performance and availability statistics over time
• Provides high level status of overall core system resources
Unprecedented Visibility
With Avid System Monitor you gain unprecedented visibility into your entire infrastructure
through a single GUI that includes a surveillance dashboard and flexible reporting tools.
Avid System Monitor uses SNMP, IP and HTTP to enable its real-time monitoring, event
notifications and alarms driven by configurable thresholds. Avid System Monitor is also
tightly integrated with the Interplay Health Monitor to provide the most comprehensive
overview of your system.
Monitoring Capabilities
Avid System Monitor is recommended for all Avid customers. It will monitor a wide array of
Avid software and hardware as well as third party switches and operating systems. Avid
continuously enhances the capabilities and products available to be monitored. Currently
Avid System Monitor works with:
• ISIS 5000 and ISIS 7000
• Interplay PAM (specific servers: DB Engines, Streaming Server, Media Indexer, Lookup
and Capture)
• AirSpeed® Multistream
• LAN switches (Cisco, Brocade, Force10, etc.)
• Windows O/S level monitoring of server resources (CPU, memory, local storage)
Avid System Monitor requires a dedicated server and a professional services engagement
for proper installation and configuration. Avid plans to provide a limited remote installation
offering that will allow a customer to monitor core functionality without an onsite visit from
professional services.
Health Checks
Health Checks provide a comprehensive audit of your system, resulting in a series of
recommendations regarding system operation intended to improve overall performance
and reduce potential downtime. Performing a Heath Check is like getting a physical from
your doctor. Nothing may be wrong, but your doctor is able to review your medical history,
perform tests, analyze your current condition, and make recommendations for improved
health and happiness.
Complete Management
An Avid Advantage professional will manage the entire Heath Check process, from
requirements gathering, data collection, and analysis, to the report-out of the specific
recommendations for your environment.
Effectiveness Assurance
The goal of a Heath Check is to ensure your system is running as effectively as possible
and help you to avoid potential downtime. Heath Checks will identify everything from the
need to apply recommended system patches to memory failure, data replication issues,
timeouts, disconnects and time synchronization issues across workgroup components.
Requirements
Heath Checks may be purchased by any Avid Advantage customer who has a baseline
workflow consisting of an Avid editor, Avid shared storage, and Avid Media Asset
Management system. Elite customers who meet the minimum spend thresholds are
eligible for complimentary system Heath Checks and may purchase additional Heath
Checks at a 40% discount. Where remote access is not possible, Avid will deliver onsite
Heath Checks for an additional fee in regions where available. Heath Checks may not be
spread across multiple
sites or workgroups.
Contact your
Avid sales
professional
or reseller to
learn more
Photo credit France 24. © 2012 Avid Technology, Inc. All rights reserved. Product features, specifications, system requirements, and availability are subject to
change without notice. Avid, the Avid logo, AirSpeed, Interplay, ISIS, Media Composer, NewCutter, Pro Tools, and Symphony are either registered trademarks
or trademarks of Avid Technology, Inc. or its subsidiaries in the United States and/or other countries. The name Interplay is used with the permission of
Interplay Entertainment Corp., which bears no responsibility for the product. All other trademarks contained herein are the property of their respective owners.
Corporate Headquarters
+1 800 949 AVID (2843)
Asian Headquarters
+ 65 6476 7666
European Headquarters
+ 44 1753 655999
AABR0512