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  • Fri, Jul 29 2011 2:56 PM

    • Marianna
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    Getting Started with Customer Support

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    Getting Started with Avid Customer Support 

    Avid provides a variety of free, paid, and self-service support options for Media Composer.  Including the new Vantage offering for Media Composer and ProTools cusotmers.

    Avid Vantage - http://www.avid.com/us/support/plans/avid-vantage - is a new affordable, professional support offering that gives users a great return on their membership.  With Avid Vantage, users get expert advice and answers through unlimited online support, plus a $99 (USD) Avid Store coupon, plug-ins, and more........................

    If you’ve heard about or used Avid Support in the past, some options may be different than what you’ve heard or remember. Please take a moment to scan our summary below to see what you are provided out of the gate, what is offered and who to contact in your region if you need assistance with your Media Composer product. 

    Registration is Important: After you purchase Media Composer 6 or Symphony 6 software, it is important to register the system within the application.  By registering the system, you receive registration confirmation and are eligible for support, special offers, promotions and more.   Note:  If you DO NOT have internet access on your editing laptop or workstation, you can register your product at www.avid.com/register from an internet connected computer.

    If you encounter issues with your registration and need assistance you can email Avid at  http://avid.force.com/Support/RegistrationCaseCreation

    What’s in the Download:  The Media Composer 6 Software Download comes with:

    1. Media Composer which includes Media Composer 6 and Sorenson 7.0.1, Avid DVD 6.4.4 and Avid FX 6 within the installer.
    2. System ID and Activation ID ( Located within Your Account ).
    3. 3rd Party Serial #'s to activate Sorenson 7.0.1, Avid DVD 6.4.4 and Avid FX 6

    What's in the Box: The Media Composer 6 boxed set comes with:

    1. Media Composer CD which includes Media Composer 6 and Sorenson 7.0.1, Avid DVD 6.4.4 and Avid FX 6 within the installer.
    2. Installation Guide
    3. System ID and Activation ID located on the inside cover of the Installation Guide.

    Help Documentation: Help Documentation can be downloaded from the Avid Knowledge Base:

    Media Composer 5.5 Help Files

    Media Composer 6.0 Help Files

    Users can also access the electronic versions of:

    Avid Editing Guide for Media Composer 5.5

    Avid Editing Guide for Media Composer 6.0  

    Avid Effects Guide for Media Composer

    All of these file plus more are located on the Knowledge Base and once downloaded, print them if a paper copy is needed. These items are no longer provided as printed materials in the box.

    System ID and Activation ID:  The System ID and SeActivation ID are used to activate your Media Composer 6 license and can be found on the front cover of the Installation Guide.  The System ID will follow your Media Composer license as you upgrade into the future.  Each major upgrade purchased (Example: MC 5.5 to MC 6) comes with a new unique Activation ID used to activate the Media Composer through the Avid License Control tool which is installed with the application and located within the Utilities folder.

    Important: Customers should not  assume that because you can access the software on the Download Center that you can also activate it.  Upgrades between major releases are paid for upgrades.  Please keep a record of the System ID and Activation ID information in a safe place for future reference.

    Hardware Warranty:  The Media Composer family of i/o hardware (Avid Mojo, Avid Mojo SDI, Avid Mojo DX and Avid Nitris DX) has a 1-year warranty based on the manufacturing ship date of the hardware unit.  This hardware has an advanced exchange replacement policy for the first 30 days.  After the first 30 days, the replacement policy is Return to Factory.

    End of Compatibility:  Avid is announcing that existing Mojo, Mojo SDI, Adrenaline and Nitris Classic video hardware will not work with Media Composer 6 and NewsCutter Software 10.   We provided as much advance notice as we can about this upcoming change so that customers could prepare to upgrade their hardware if they are planning on upgrading to the Media Composer 6 or NewsCutter 10.   For customers intending to stay with Media Composer 5.5 or NewsCutter 9.5 and who need another seat with Avid hardware, Avid will be offering a limited time promotion that will be available for ordering worldwide beginning on Thursday, November 3, 2011.  The last version that supported Adrenaline, Mojo, Mojo SDI and Nitris Classic was 5.5.3/9.5.3.

    Installation, Registration and Activation/Deactivation Assistance:  Each Media Composer system comes with installation, registration and activate/deactivate assistance.  Below is the process you should follow to obtain assistance. 

    1.  First line of Assistance – Avid.com: You should always follow the Software Licensing Guide instructions and the information provided at www.avid.com/go  first if you need assistance activating or deactivating your license.  If after reading the guide and reviewing the information provided online at www.avid.com/go you still encounter issues, you should move to the second line of assistance.

    2.  Second Line of Assistance - Knowledge Base:  Use the Knowledge Base to find answers to your technical difficulties or download the latest Media Composer documentation from the Knowledge Base. The Knowledge Base is updated around the clock by support experts and engineers contributing solutions to common issues and problems.  If you cannot find what you need on the Knowledge Base, you should move to the third line of assistance and post your query to the Media Composer: Getting Started Fast forum.

    3.  Third Line of Assistance - Community Forum:  If you still encounter issues, then you should post your question to the Media Composer: Getting Started Fast forum and let your peers and customer moderators assist you.  There are over 104,000 (and growing) peers and customer moderators along with Avid employees communicating, collaborating and assisting round the clock.  For instructions on how to join Community, post and upload tips and tutorials to Community, see the Getting Started with Community Announcement pinned to the top of this forum.  If you are unable to get answers regarding registration, installation and activation/deactivation on the forum, then you should go to the last line of assistance by contacting Customer Success.

    4.  Last line of Assistance –Contact Customer Success – If you are still unable to resolve your registration, installation and activation/deactivation issues then you should contact Customer Success directly.  Information on how to contact Customer Success is listed below.  Reminder - you will need an Avid Service Code or yearly support contract for technical troubleshooting support. 

    Avid Service Access Code (ASC):  Each Media Composer license comes with one free Avid Service Code to use when calling Customer Success for installation, registration or activation/deactivation assistance.  This free Avid Service Code is provided in the registration confirmation email you receive from Avid after you register your product.  If you do not register your product then you will not receive an Avid Service Code.   This ASC is to be used when contacting Customer Success for assistance with your Media Composer.

    Troubleshooting Assistance: To purchase ongoing technical assistance from Avid you can either A: purchase additional Avid Service Codes (ASC) from the Avid Online Store or B: purchase Avid Vantage or C: purchase one of 4 annual yearly Support plans from Avid or your local reseller.  

    -  Additional Service Codes - Avid Service Codes can be purchased from the Avid Online Store for both Media Composer software and Media Composer with Avid DX Hardware.

    - Avid Vantage - new affordable, professional support offering that gives users a great return on their membership.  With Avid Vantage, users get expert advice and answers through unlimited online support, plus a $99 (USD) Avid Store coupon, plug-ins, and more.

    -  Yearly Support Contracts - Avid yearly Support Contracts are sold through Avid directly or your local Reseller .  If looking to contact Avid directly, once you are on the contacts page you can use the drop down menu to select your region.   There are multiple yearly support contract plans explained http://www.avid.com/us/support/plans

    Education and Training - Avid offers many varieties of training tools; from self-paced training DVD's like Class On Demands Avid Media Composer for Apple Final Cut Pro DVD and Editing with Media Composer DVD  to classroom training from Avid Certified Training partners such as Splice with their new MC107 classroom-based training  as well as free tutorials on YouTube , Avid provides a wide range of options you can use to tailor to your needs. 

    For a complete list of Avid training options, go to: http://www.avid.com/training/  For Information on Avid DVD's and books go to: http://www.avidstore.com and select your region then select the service and training tab.

    How to Contact Avid Customer Support

    Professional Video Sales:  If you are in need of sales assistance or would like to purchase a yearly support contract or the new Avid Vantage then you should check the Avid Video Contact page for information on how to reach Avid.

    Avid Americas (which includes the United States, Canada, Central & South America)

    Telephone:   800-800-AVID (800-800-2843)

    Hours: Open from 9:00 am to 9:00 pm US Eastern Time for valid Support Customers

    Hours: Open from 9:00 am to 6:00 pm US Eastern Time for Software Licensing and Registration related questions

    -  Yearly Contracts - For technical support, and troubleshooting, customers will be required to enter a system ID under contract or enter an Avid Service Access Code in order to get through to a Customer Success representative.

     -  SW Licensing and Registration Help - For issues relating to product registration, installation or SW licensing only (activation/deactivation), please press Option #2, then Option #2 again. You will be routed to a representative that can assist you.   

    Avid Europe - European Service Centre

    UK (English)                                      +44 1753 658 645

     

    France (French)                                +33 141 494 010

     

    Germany (German)                        +49 895 0206 250

     

    Spain (Spanish)                                +34 917 628 610

     

    Italy (Italian)                                    +39 02385 91 448

    Hours:  Open from 9:00 AM to 6:00 PM Central European Time (CET) for valid Support Customers Holders and Software Licensing and Registration related questions.

    -  Yearly Contracts - For technical support, and troubleshooting, customers will be required to enter a system ID under contract or enter an Avid Service Access Code in order to get through to a Customer Success representative.

    -  SW Licensing and Registration Help - For issues relating to product registration, installation or SW licensing only (activation/deactivation), please press Option 3 and  you will be routed to a representative that can assist you. 

    Avid Asia Support Services

    Telephone:  

    Japan: +81 3 35057937

    Korea:  +822-7824932

    China:  +86 10-6709 6116

    Singapore:  +65 6476 7666

    Hours:  Open from 9:00 AM to 5:00 PM for Technical Support and Software Licensing and Registration related questions. 

    Avid Australia Support Service ( including New Zealand and South Africa)

    Telephone:  Australia, New Zealand and South Africa customers should be directed to our Singapore number at +65 6476 7666

    Hours:  Open from 9:00 AM to 5:00 PM for Technical Support and Software Licensing and Registration related questions.

     

     

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

    marianna.montague@avid.com

    mobile 813-493-6800

    AOL IM:  avidmarianna

    Twitter:  avidmarianna

    Skype: mariannamontague

    WWLD

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