We’ve gotten a few questions regarding what Avid Support comes with new license/systems. Here’s what we’ve found out:
What You Get When Purchasing a New Software License:
For new Media Composer licenses (not upgrades), when a customer registers their product, they receive one ASC (Avid Support Code) which is one free call to support that is good for 90 days. Issues regarding activation, licensing, registration are free calls. For other, more complex products, support is usually bundled the first year and installations and upgrades are generally handled by their Professional Services Team, and then there is a formal hand-off from then to CS, so the customer knows how to reach Avid, etc.
What You Get When Purchasing a New System (Avid Hardware and Software):
The majority of new hardware and software systems (e.g. ISIS, Media Composer w/ Nitrix DX, etc.) come with 1 year of complementary ExpertPlus support with hardware coverage.