Question About Avid Tech Support

[ProTooler]

I'm in the process of upgrading my system. I'm currently on PT 7.1 and I want to work my way up to PT 9.

I can download 7.4 from the Avid Store for $249 and then, it says that I qualify for a free upgrade to PT 8.

I'm wondering if by purchasing the 7.4 upgrade, does this include any telephone support? 30 days maybe?

I might have a few questions/issues along the way and I want to make sure I don't have any mis-steps.

Please advise.

[Dism]

If you want to get PT9... why not just go straight to PT9?

There's certainly no need to get 7.4, then 8... etc.

[ProTooler]

Originally Posted by Dism

If you want to get PT9... why not just go straight to PT9?

There's certainly no need to get 7.4, then 8... etc.

I have 2 888x24's in the legacy port of my 192. Will the 888/24s work with PT 9? I plan on updating them, but I can't do it all at once. Getting a new Magma chassis and Mac Pro just set me back about 4 grand...

[Dism]

Originally Posted by ProTooler

I have 2 888x24's in the legacy port of my 192. Will the 888/24s work with PT 9? I plan on updating them, but I can't do it all at once. Getting a new Magma chassis and Mac Pro just set me back about 4 grand...

It isn't supported, but it's possible it might work.

There's no reason it shouldn't work in standalone via AES/EBU though.

Hopefully someone with experience will chime in.

[ProTooler]

Thanks Dan.

Does anyone know if we get any telephone support when we purchase software from Avid?

[crizdee]

Originally Posted by ProTooler

Thanks Dan.

Does anyone know if we get any telephone support when we purchase software from Avid?

Hi,

From the Avid support pages...

Some products receive a complimentary ASC as part of the registration process. An ASC received upon registration will be valid for obtaining assisted support by chat, online/email, or telephone. Complimentary ASCs received at registration are valid for periods of 30, 60 or 90 days depending on the product. If you are entitled to a complimentary ASC with your product, details about the ASC that you receive will be emailed to you upon registration. Be sure to always register your product to take advantage of this.

ASCs for telephone support are available for sale on the Avid webstore. If you wish to purchase an ASC, please visit the Avid webstore.

An ASC purchased on the webstore is valid for 60 days.




Chris

[ProTooler]

Originally Posted by crizdee

Hi,

From the Avid support pages...

Some products receive a complimentary ASC as part of the registration process. An ASC received upon registration will be valid for obtaining assisted support by chat, online/email, or telephone. Complimentary ASCs received at registration are valid for periods of 30, 60 or 90 days depending on the product. If you are entitled to a complimentary ASC with your product, details about the ASC that you receive will be emailed to you upon registration. Be sure to always register your product to take advantage of this.

ASCs for telephone support are available for sale on the Avid webstore. If you wish to purchase an ASC, please visit the Avid webstore.

An ASC purchased on the webstore is valid for 60 days.




Chris

Thanks Chris! It still seems a little unclear to me, but if I read this with my "glass half full" spectacles, it tells me that I have at least 30 days of support where they'll help me out.
I've called my regional sales rep (left a vm) and haven't gotten a return call.
One of my concerns in wanting to do this step by step is because I have several sessions that I created in 7.1 and I don't want to be in a position where I can't open them in 9.x.
Thanks again bro. You help out so many people up here and I personally want to thank you for sharing your knowledge and time.

[KMcK]

Originally Posted by ProTooler

One of my concerns in wanting to do this step by step is because I have several sessions that I created in 7.1 and I don't want to be in a position where I can't open them in 9.x.

PT9 is still using the same session file format and extension as PT7 did. You shouldn't have any issues at all.

[ProTooler]

I spoke with my regional sales rep who returned my call. He was a nice guy btw. He tells me that upgrading your software allows you to get one instance of tech support, either by email or by phone. If I have further issues, it's $80 per instance. Is there a more affordable way that you might suggest? Is there an Avid "Applecare" equivalent?