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NOTICE: Issue with Case Management System (Dece... - Ingrid, 06 Dec 06:15PM

NOTICE: Issue with Case Management System (December 6, 2023) RESOLVED
Posted by Ingrid - 06 Dec 06:15PM (edited 06 Dec 08:04PM)
*edit

Hello again,

We're happy to inform you that this issue has been resolved. If you're still having issues with cases, please do not hesitate to reach out so that I can follow up if needed.



Thank you for your patience.

--
Ingrid
Avid Customer Support
ingrid.guce@avid.com


---------------------------------------------------------------------------------


Hello everyone,

I wanted to let you know the following:

Issue: Avid is currently experiencing an issue with our case management system. Customers who have open cases are not always receiving email responses from Avid even though the Customer Care agent has responded.

The issue appears to have started yesterday, December 5th.
Customers with open cases should periodically check the Support Center (Portal) to view responses to their open cases.
We are working to resolve the issue and we will update you when we know more.

Action Item: For now, we encourage all customers to check their Avid account by logging in to my.avid.com and then selecting My Support > Support Center (Portal) to view their open cases.


Apologies in advance for this inconvenience.


Thank you.

--
Ingrid
Avid Customer Support
ingrid.guce@avid.com

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NOTICE: Issue with Case Management System (Dece... - Ingrid, 06 Dec 06:15PM