Avid Support - email support, fix downloads?

[mlehmann]

You don't find this is quite similar to Waves WUP...? Maybe that Logic/Apogee rig is becoming more interesting...

[froyo]

Hello. OK before everybody overreacts and goes off the deep end, do remember that Digidesign has had these support plans for years. They are not mandatory. Check out this thread that I started about 3 1/2 years ago about the support plans. It's probably just an extension of that.

While I would agree that a clarification is in order, I would suggest that we chill a little and figure that it's probably just the same old stuff.

[drenkrom]

I'm scared by one of the features fo the Standard plan: "7 x 24 access to online knowledge base and product forums."

Does this really mean the publicly-accessible DUC will be shuttered and only people paying for support will be able to come on here? We're going to have to pay 400$ a year per PT rig to access what was a public forum? Or was there just a feature missing to make it three?

[woodsdenis]

Originally Posted by froyo

Hello. OK before everybody overreacts and goes off the deep end, do remember that Digidesign has had these support plans for years. They are not mandatory. Check out this thread that I started about 3 1/2 years ago about the support plans. It's probably just an extension of that.

While I would agree that a clarification is in order, I would suggest that we chill a little and figure that it's probably just the same old stuff.

I think froyo is right, lets wait and see before mass panic

[ronwasserman]

Damn!!! It's the end of a era.

[crizdee]

Originally Posted by woodsdenis

lets wait and see before mass panic

You can hang around here if you like, but i'm off!! goodbye Pro Tools, hello fruity loops

[holden]

No doubt I'm in the minority, but I wouldn't mind paying a yearly fee for some responsibility from Avid/Digi. The support from them on this forum varies from irresponsible to anemic. This is primarily due to the fact that they have never bothered to create the tools that give them the salient information for assessing and fixing problems. Perhaps when they are beholden to their clients through support contracts they will be inspired to get their s**t together.

If you've ever used any mainstream engineering CAD system you know how mediocre ProTools is. If a support contract would bring the quality up to a professional engineering level I'm all for it. Just think of all the hours you have wasted fighting Pro Tools problems and put any monetary value on your time — A support contract for actual support and product improvement starts looking like a good value.

[froyo]

By holden

The support from them on this forum varies from irresponsible and anemic.

Hello. Well holden the only thing I would say is that since day one this forum has been a 'users' forum, not a technical support forum. The name is Digidesign Users Conference after all, emphasis on users. You can get technical support through the phone or e-mail and that has always been thousands times better than their presence here.

Also I would add that in the past they really let the DUC be strictly a users form and would be hands off. But about a year ago or so when Avid had that 'New Horizons' policy or whatever they called it, you have to accept that their presence here has increased tremendously. They post daily on major threads and have been quite forthcoming and approachable. In the final analysis however this is still designed to be a forum for users to interact. If you need technical support I would call them on the phone or e-mail them.

[Bentley Ferrari]

Originally Posted by woodsdenis

I think froyo is right, lets wait and see before mass panic

Sure, but if we panic we might not have to wait as long.

Plus it gives us something fun to do while we're waiting.

[DigiTechSupt]

I'm going to get the 'official statement' on this, but as far as I've been told, we're not going to be charging for updates (cs fixes, etc.) and they will be downloadable from our site, just like they've always been.

The support contracts have typically been for larger facilities that have a specific need for direct support, or for those who would like to have access to live phone support outside of their standard warranty period. You can still get free email support and help here on the DUC.

As I said, I'll get someone to clarify what, if any, changes there will be to support or contracts and reply as soon as I can.