Alert: Case Management Issue with email responses

[marianna]

Hey all Audio peeps........

We wanted to let you know the following:

Issue: Avid is currently experiencing an issue with our case management system. Customers who have open cases are not always receiving email responses from Avid even though the Customer Care agent has responded.

The issue appears to have started yesterday, December 5th.

Customers with open cases should periodically check the Support Center (Portal) to view responses to their open cases.

We are working to resolve the issue and we ( most likely Tope ) will update you when we know more.

Action Item: For now, we encourage all customers to check their Avid account by logging in to my.avid.com and then selecting My Support > Support Center (Portal) to view their open cases.

Apologies in advance for this inconvenience.

Thank you.

Marianna, Tope, Charles and Mark David