Latest post Fri, Jul 24 2015 3:43 PM by Marianna. 1 replies.
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  • Fri, Jul 24 2015 12:48 AM

    • Art
    • Not Ranked
    • Joined on Mon, Sep 8 2008
    • Los Angeles
    • Posts 17
    • Points 200

    HOW DO I GET TROUBLESHOOTING SUPPORT THROUGH MY ANNUAL SUBSCRIPTION ?

    At the end of 2014 I purchased a yearly subscription for my MC softwware license which I previously owned. I did this to keep the license active, have upgrades available to me, and to recevive troubleshooting support.

    According to the Avid website under annual subscription it says I get the following :

    • Troubleshooting—web and email support Unlimited incidents; response time within one day
    • Troubleshooting—phone One phone call per month
    • Plan duration Ongoing with any active subscription

    How do I obtain this? I called Avid and got some very confused sounding responses from a call center operator followed by an email saying it would take 5 days for someone to get back to me to simply answer how to get support? Really? ANy help here would be atppreciated as I am having some glitches. Thanks,
    ~@

    Art 
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  • Fri, Jul 24 2015 3:43 PM In reply to

    • Marianna
    • Top 25 Contributor
    • Joined on Thu, Oct 13 2005
    • Avid
    • Posts 10,176
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    Re: HOW DO I GET TROUBLESHOOTING SUPPORT THROUGH MY ANNUAL SUBSCRIPTION ?

    Art....

    Log in to your master account at account.avid.com

    You can then request access to the support portal if your support plan is still valid.  

    Can you email me off forum - address below - and indicate what the issues are and also your master account email address so I can make sure your account is ok.

    Did support give you a case #

    Marianna 

    Director of Online Communities and Forums/Customer Advocate [view my complete system specs]

    marianna.montague@avid.com

    mobile 813-493-6800

    Twitter:  avidmarianna

    Facebook: Marianna Montague

    www.avidcustomerassociation.com   |  Connect 2019 | April 6-7 | Aria, Las Vegas, NV

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