We have been made aware of some changes to Avid Hardware Support contracts, effective from the 1st April 2024. We have the details.

What Has Changed?

• Lapsed Hardware Support contracts used to be able to be reinstated but incurred an additional reinstatement fee of 25%. This reinstatement fee has risen to 35% and reinstated support contracts have to run for a minimum of 2 years

• If a Hardware Support Contract has lapsed for more than 2 years, it can never be reinstated. Hardware not covered by a Hardware Support contract can still be repaired but as an out of warranty repair, incurring repair costs. The current out of support advance replacement and repair service is unchanged. So it’s not that you can’t get support after two years anymore. You just can’t get support contracts.

• Support contracts cannot be re-instated for hardware which is within 9 months of reaching its End of Support date. End of Support dates are usually 5 years after a hardware product has stopped being sold.

• There is a 45 day waiting period after the start date of reinstated support before coverage becomes available.

• Any support cases which were created for failed hardware prior to the start of a new support contract may remain liable for out-of-warranty costs.

Summarising the changes Avid’s Eddie Jones commented on Facebook:

In brief - If you didn't buy support for over 2 years then you can't just buy it when something breaks. You can however go through the normal repair process (Either advanced replacement or send it in - different pricing). Also this is all Avid hardware not just S6.

Resurface Audio have posted a detailed blog article which explains and comments on the ramifications for owners of S6 and S4 surfaces but reiterates that these changes apply to all Avid Hardware. Click the button below to read this detailed article or click the button below that to see the text of the Avid Advantage Support Reinstatement Policy.