EAR.NET Audio/Video - Avid Technical Support Options

EAR Professional Audio/Video - Avid Technical Support

To better assist you in evaluating standard and optional services and products available from EAR, we have prepared the following EAR Avid Assurance form. This form lists many services and add-ons options helpful in designing, configuring and operating your new or existing system.

Please review the following items as they apply to the quote(s) mentioned below for your present or future production facility. The items we have "Checked" are included in your quote for the quote# and date indicated. For additional details on any of these items, please contact your sales person.

Enter Quote or System ID > email to:

NOTE: ITEMS CHECKED ABOVE MAY NOT REFLECT YOUR FINAL QUOTE OR PURCHASE DETAILS. PLEASE REFER TO YOUR QUOTE OR INVOICE FOR ACTUAL DETAILS.

EAR SUPPORT ONLY
NON-FACTORY SUPPORT (AKA: LOCAL ONLY)
The most cost effective way to get Avid certified support. Typically about half of the cost of factory support and does not include factory updates or factory direct support. EAR's Avid certified technicians offer application support to help keep your system running, isolate hardware issues, resolve operational issues, and help you fully utilize your application. Benefits typically include: Telephone Support from 9:00 AM - 5:00 PM MST, Monday through Friday, excluding holidays. In the event of a hardware failure, a support representative will send the required Avid replacement part via next-day delivery before you return the defective part, minimizing system downtime, the hardware replacement part is non-refundable and additional charge. See the chart below for a comparison.

AVID DIRECT SUPPORT
BASE ASSURANCE
Avid Assurance offers software and application support to help keep your system running, isolate hardware issues, resolve software fixes, and help you fully utilize your application. Benefits typically include: Telephone Support from 9:00 AM - 9:00 PM Eastern Time, Monday through Friday, excluding holidays. (Note: Avid Xpress DV coverage is 9:00AM). See the chart below for a comparison.

EAR & AVID FACTORY SUPPORT
LEAR AND AVID ASSURANCE (AKA: LOCAL+)
Adds an additional year of technical support protection to your system software. Contact EAR or Avid Factory support during standard business hours. Allows access to the latest Avid osftware release and minor bug fixed at no charge. See the chart below for a comparison.

AVID ASSURANCE ENTERPRISE
ENTERPRISE ASSURANCE
Customize our Avid Assurance support programs to design the level of software and hardware support that meets the unique needs of your business environment. Consulting, workflow, implementation planning, installation, preventative maintenance visits, parts stocking plans, extended hardware warranties, dedicated support representations and account management are just some of the many options that can be packaged under an Avid Assurance Enterprise plan. Not shown on chart below as all items are customized and optional.

REPLACEMENT/EXCHANGE/REPAIR SERVICES
REPLACEMENT SERVICES
Avid provides flexible in- and out-of- warranty services to support your critical hardware replacement and on-site service needs. Referred to as "Extended Hardware Warranty" or "EHW" for product warranty outside the new purchase warranty terms. To meet your various project schedules, Avid provides three services for replacing products:

Parts Under Warranty - Return-to-Factory is the method provided for standard warranty coverage. After diagnosis, the defective part is returned to Avid, prior to the shipment of the replacement part.

Advanced Exchange Service - When projects demand more urgency, you may request overnight delivery on in-warranty replacement parts. Avid will ship the replacement part in advance of the return of the defective part using a next day delivery method.

Parts Out of Warranty - As an Avid Assurance support program customer, Avid's Swap & Exchange Service coverage entitles you to a 30% credit upon the return of the defective replacement part that is no longer under warranty.

HARDWARE WARRANTY
One year warranty on all hardware purchased from Avid, except:
Media Drives - 5 years
Media enclosures - 3 years
Cables and terminators - 90 days

SOFTWARE WARRANTY
Unlimited Technical Phone Support for 90 days from the date of shipment. Avid Xpress DV warranty is 30 day. Software warranty does not include Feature Releases.

Note: Apple, IBM and Hp/Compaq CPUs carry their original warranty and are serviced through the manufacturer's service channel. Please refer to the warranty documentation enclosed in your product information packaging. Or, you may call an Authorized reseller for warranty and service information.

SUPPORT DETAILS	EAR SUPPORT LOCAL ONLY	AVID DIRECT SUPPORT	EAR & AVID SUPPORT LOCAL+
Call EAR First - Telephone Support from 9:00AM-5:00PM MST, Monday through Friday, excluding holidays	Unlimited	No	Unlimited
Call Factory First - Telephone Support from 9:00AM-9:00PM EST, Monday through Friday, excluding holidays	No	Unlimited	Unlimited
Replacement Parts/Swap (Discount approx 25%)	N/A	Included	Included
EAR Bench Fee Hourly Rate (shipping not included)	Free first 2hours + $95/hr *	$95/hour std rate $125	Free first 2hours + $95/hr *
Onsite Fee (not including hourly)	$95 plus travel	$180 minimum	$95 plus travel
Extended Hours Support 24x7	No	optional	optional
Extended Hardware Warranty	optional	optional	optional
Access to downloads - Updates/Patch releases	optional	Included	Included
(*) does not include self inflicted or negligent operation.

EAR Professional Audio and Video proudly serves Arizona, Colorado, Nevada, Utah, New Mexico,
Phoenix, Denver, Las Vegas, Salt Lake, Albuquerque, Tucson and nationally since 1978.
Providing standard and high definition (SD and HD) products and support for editing, encoding
and streaming. Factory certified support for Avid, Digidesign, Protools, Apple, Sony,
Panasonic, and thousands of other great editing and content creation products. 800-473-6914

SUPPORT DETAILS