Dedicated AVID Support
If you’d like a little more peace of mind when it comes to your setup, we can provide dedicated support that goes above and beyond your standard coverage.
We've got you covered.
Want guaranteed faster response times, escalation to the highest tier of support, and cover for your entire system? Our AI Assist support contracts are completely customisable, so you can make sure you’re getting the cover you need, without paying for anything you don’t.
System Build, Configuration and Install
System Build, Configuration and Install
System Design and Workflow Support
System Design and Workflow Support
Expert Support from our Trained Engineers
Expert Support from our Trained Engineers
SYSTEM BUILD,
CONFIGURATION
AND INSTALL
System Design
and Workflow
Support
Expert Support
from our Trained
Engineers
Dedicated AVID Workstation support.
Avid is the heart of many creative workflows, and if you’ve purchased any Avid hardware or software with maintenance from us, we’ll provide your first line support as standard.
If you’d like a little more peace of mind when it comes to your Avid setup (in addition to your Avid Standard or Avid ExpertPlus Support Plan) , we can provide dedicated support that goes above and beyond your standard coverage.
We’ve been working with Avid for over 25 years and have Avid trained and certified employees on staff, so we can provide you with the best possible support. Signing up to our support contract guarantees you faster response times, escalation to the highest tier of support, and cover for your entire workstation rather than individual licenses or pieces of hardware, even the bits that aren’t Avid.
Separately, we can also provide support for your shared storage, including ingest and playout systems. Our support contracts are completely customisable, so you can make sure you’re getting the cover you need, without paying for anything you don’t.
AI Assist Basic
Included with all purchases-
Single case creation (2-per year)
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Telephone ticket creation
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Online & email ticket creation
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Access to Altered Images engineers. Mon-Fri 10:00-17:00
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1-hour Remote engineer access time for case diagnosis & assessment
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24-hours Case response time
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Secure login for monitoring & ticket tracking
AI Assist Pro
The cover you needfor your quote
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Unlimited case creation
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Telephone ticket creation
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Online & email ticket creation
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Access to Altered Images engineers. Mon-Fri 09:00-18:00
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Unlimited remote engineer access time for case diagnosis & assessment
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4-hours Case response time
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Reduced engineering rates *
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Secure login for monitoring & ticket tracking
AI Assist Facility
For the ultimate peace of mindfor your quote
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Unlimited case creation
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Telephone ticket creation
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Online & email ticket creation
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Access to Altered Images engineers. Mon-Fri 09:00-18:00
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Unlimited remote engineer access time for case diagnosis & assessment
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4-hours Remote engineering included (Standard business hours, per customer site)
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2-hours Case response time (aim to respond in 1-hour)
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Reduced engineering rates *
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Dedicated technical account manager
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Hardware failure? Discounted hire rates via sister company - The Hiring Post **
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Secure login for monitoring & ticket tracking
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Access to helpdesk knowledge base & FAQ documentation
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Helpdesk ticket reporting on request
Minimum contract 1-year. Multiyear & Sites of 5+ workstations - POA.
† With Avid Advantage Contract purchased via Altered Images.
* Support Rates 2024-2025 (Standard office hours) available on request.
Travel and call-out charges may apply
** Subject to availability & delivery fees.