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Support contact details:
Local: 0800001446
International: +27 11 7808606
Customer service and support excellence, founded on the highest level of technical competence, lies at the heart of Spescom Media IT's approach to business.
Onsite and on-air support, 24/7 SLA-based application and operational support are available on solutions supplied and implemented by the division, as well as for existing systems.
Spescom Media IT currently has in excess of 400 editing suites in operation and numerous integrated multi-user broadcast production systems, supported in the region by its highly qualified technical team.
Avid Support
There are three levels of Avid maintenance support agreements to select from.
1. International Avid Assurance
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Extended Office hours for Telephone Support (Local Office specific)
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Extended Hardware Warranty on selected Avid hardware. Provides hardware replacement for Avid Proprietary Boards (excludes computer)
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Also Inclusive of third party peripherals i.e.BBGen, VLX,VidSlv,4x4 & 8x8
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Unlimited Telephone Technical Support (Local Office Hours)
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Software Feature releases - Software Maintenance Releases where applicable (These will ideally incl. Performance Enhancements,3rd Party Interfaces -& Minor Features) and Critical Problem Resolution releases (CPRs)
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Escalated Access to the Customer Support Avid Knowledge Base
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Preferential Parts Pricing on Exchange/Replacement Parts- at 30% off Published list price.
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Advanced Shipping Of Parts and next working day delivery (to most countries if ordered by 3pm)
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Long Term Contract - if customer signs up for period longer than 1 year there will be additional discounts depending on length of contract - must be pruchased on all systems on site.
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ACSR - We strongly recommend that customers with over 6 systems have at least one registered ACSR per product line per site. All calls to Avid should be placed by the ACSR. If customer has an ACSR a 15% discount is then applied to the cost of Avid Support.
Additional Options:
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Extended Technical Emergency Telephone Support (7x24). Must be purchased on all systems on site. Support is available only in English language and will involve a phone call to the UK to ask for assistance. Avid will call the customer to resolve the issue.
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Preventative Maintenance Visits
2. Gold Assurance
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Telephonic support during local office hours. (Toll Free Number)
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Free On Site support during local office hours.
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Preferential Pricing for On Site support outside normal office hours.
3. Silver Assurance
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