640: Using Avid Support

We have recently adopted a new support system and to help you to use it, we've created this step-by-step instruction guide on how to submit support queries to Avid Support.

Finding Avid Support

We have many ways for you to get support for your Sibelius product, Simply visit www.sibelius.com/support where you can download free updates, post questions on our user forum and search for support articles.

If you need to get in contact with us, you will need an Avid Support Code, or ASC. An ASC is included free of charge in every new or upgrade purchase of Sibelius, Sibelius Student or Sibelius First, and is valid for 90 days after initial registration.

Finding your ASC

When you register your Sibelius product, you are given an ASC via e-mail, the subject being "Sibelius registration confirmation - COMPLIMENTARY ACCESS CODE INCLUDED". The ASC itself takes the form of a 9-digit number.

Forgotten or lost your ASC? Don't worry, you can find detailed instructions on how to retrieve it here: http://avid.force.com/ASC/ASCEmailAscDetails

Buying additional individual ASCs

If you have used your complimentary ASC or it has expired, you can purchase additional Avid Support codes by visiting the Avid webstore, here:

http://shop.avid.com/store/category.do?category=services-phone-support

Annual Assisted Support

We have recently introduced an annual support contract that allows you to call as many times you need and submit any number of online cases in a year:

Annual Assisted Support: Sibelius for Individuals

Annual Assisted Support: Sibelius for Institutions

The annual support contract for institutions also comes with a 10% discount on all upgrades bought while the contract is valid.

Annual support contracts come in the form of an Avid Support Code too and are used in the same way as all ASCs through the Avid Support Center.

Redeeming your ASC

To use your ASC, visit the Avid Support Center.

This link will automatically direct you to the appropriate page for your location and language. You will then be asked to enter your 9-digit ASC, which you should do, and then click submit. You will then be directed to a form where you can detail your request for technical support. For help filling in this form, visit http://www.sibelius.com/A641

You will now be directed to our knowledgebase, which will search for helpful articles that you might have missed. If none of these solutions are relevant, click "submit to support" and the case will be placed with one of our technical support specialists.

Once you have submitted a case, you will receive an e-mail confirmation from us. Make sure you check your junk mail box, so that you can be sure you will receive our reply.

Checking up on an existing case

Once your case has been submitted to us, we will work on finding a solution and then reply to you via e-mail. You can then reply to that e-mail with any further information and attachments that will help us with your query.

If you have deleted or lost the e-mail correspondence from us, you can retieve the ASC or case details by visiting www.avid.com/ascform

Attaching a File

Sometimes, it's helpful to attach a file, such as a Sibelius Score, to your support case. You can do this when you first create a case, or, if you need to attach one post-submission, please follow the instructions here: www.sibelius.com/A642.