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-   -   Avid Customer Web Portal Maintenance This Weekend (https://duc.avid.com/showthread.php?t=343864)

Bruce Paine 08-30-2013 12:17 AM

Avid Customer Web Portal Maintenance This Weekend
 
Avid Customer Web Portal - Maintenance 8/30/13-9/1/13
This weekend Avid will be working with our customer web portal provider, Salesforce, to migrate our customer web portal to new servers. We expect Salesforce to begin their maintenance work on Friday, August 30th at 8:00pm EDT and to complete the migration by Sunday, September 1st - shooting for end of day EDT.

During this down time, the following areas of the web site will NOT be available and a message will be provided explaining the Salesforce migration with the expected completion date and time.
  1. Support Case Portal
  2. Knowledge Base
  3. Avid Service Code web page
  4. Registration (for several products)
  5. Case responses will receive an autoreply from Avid indicating to contact us by phone if it is urgent and how to do so.
During this downtime, anyone with a valid support contract that has a new issue, or anyone updating an open issue via Avid’s customer web portal, will be directed accordingly and provided details to submit a case.

Important Notes:
  • Our phone service (also our 24x7 phone service) for customers with valid support contracts will be unaffected during this maintenance period.
  • Both the Avid Pro Video Community forums and Avid Pro Audio Community forums will be monitored and available for posting. I should be online most of the long weekend so any issues, ping me directly at apacforums@gmail.com
  • Sibelius Help Chat will also be available and not interrupted.
Avid Support staff will be working this weekend, but please be aware that all Avid offices in the United States will be closed on Monday, September 2nd, 2013 for the Labor Day holiday. Due to the Web Portal Maintenance and the holiday, case responses may take a bit longer than usual while we catch up.

Bruce Paine 09-01-2013 01:15 PM

Completed: Avid Customer Web Portal Maintenance
 
Maintenance on the Avid Customer Web Portal has been completed.

The following areas of the website are now available again:
  • Support Case Portal
  • Knowledge Base
  • Avid Service Code (ASC) web page
  • Product and Support Portal Registration


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