Avid Xpress Pro, Avid Mojo, Avid Xpress
DV - Avid Software Support Policies In order to activate your warranty and to be informed of all the latest information and upgrades, please register your product with Avid as soon as possible. 30 Days Avid Software Installation Support Note: if you purchased an Ocean Systems turnkey solution, your system includes one year of hardware technical support. Please contact us for system support issues Avid Xpress Pro and Avid Mojo come with 30 days of installation support. This includes ensuring the cd-rom, dongle, and Avid Mojo are not defective, and ensures the software gets correctly installed and can be launched. It does not include operational or workflow questions, tips, and third party deck and camera support. There is a wide range of training resources available for Avid Xpress Pro. Avid Software Support Phone hours are 9am-7pm Eastern Time, Monday-Friday. There are no 7x24 options for Xpress Pro at this time. An Avid Assurance annual support contract can be purchased to expand phone support to include operational questions. To purchase Avid Assurance please call our sales line at 800-253-7516. Avid Assurance for Avid Xpress Pro and Mojo details: There are no "per incident" or pay per call options at this time Avid Xpress Pro Dongle and Avid Mojo Replacement Policy: Avid Mojo has a 1 year warranty based on the manufacturing ship date of the unit, not the date of registration. Avid Mojo and the Avid Xpress Pro dongle have an advanced exchange replacement process for the first 30 days. After the first 30 days the replacement policy is Return to Factory, which means instructions would be given to you to pack and ship the Avid Mojo or Avid Xpress Pro dongle back to Avid before the replacement would be sent. Customers who have purchased Avid Assurance for Avid Xpress Pro and Avid Mojo will continue to get advanced exchange. There is no phone support option for Avid Xpress DV. Support is provided as self-service via the community’s section of www.avid.com. An email option is available through the online support site to
email Avid Technical Support with installation questions about
the dongle or CD, for the first 30 days upon registration. Avid Free DV: There is no phone support option for Avid Free DV. Damaged Dongles: Take good care of the dongle! If a dongle is physically broken, damaged, opened, or is not in one piece, there may be a $200 fee to replace it. Return Policy Please note as with most audio CDs and software packages on the market, the Avid product can not be returned once it is opened. Before you open the product please note there is no return or refund ability. If you do not agree with this please call your dealer before opening the product. Where else to go for support: Our online community forum is an excellent source for troubleshooting advice. You can search the forums for specific issues, and you can post new questions as well. Please go the following link to start now! If you can't find the solution to your problem in this support section, you can send a detailed support request to an Ocean Systems Technician. Simply fill out our tech support form.
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