1/14/2020 - Important Service Notice

[marianna]

Important Service Notice

Some of you may be aware of the unfolding situation in the Philippines and the Taal Volcano eruption, which took place about 37 miles (60 kilometers) outside of Manila, which is the location of one of our support centers.

Effective immediately, we are at minimum site operations as many team members are not able to report safely to the office. We are enacting coverage plans so our customers can continue to receive the support and services they need.

To minimize support disruption and allow us to focus our limited resources properly, we are asking customers to use our web ticketing/portal creation option first before calling Avid support directly.

We also are directing them to the “how to create a support case” knowledge article - link below:
http://avid.force.com/pkb/articles/e...-Case-Creation

Should anyone need to escalate a concern, or case #, please PM myself or Tope (Christopher Domingo) for audio assistance. Jeffro is out attending NAMM 2020.

Our thoughts are with our co-workers, partners and customers in Manila for their well-being. Tope or I will update this team regarding any significant changes as this situation in Manila remains fluid.