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IN THIS ARTICLE
This guide outlines PubSuite’s support model, including available support channels, response time commitments, and escalation pathways. It is designed to help clients understand how to access support, what to expect when raising an issue, and how different types of enquiries are prioritised and resolved.
1. Available Support Channels
Channel | Purpose | Availability |
Help Centre | Self-service knowledge base with how-to guides, feature explanations, and troubleshooting resources. | 24/7 |
AI-Powered Support Chatbot | Immediate help for quick questions, educational resources, and basic troubleshooting using content from our Help Centre.
The chatbot is accessible in PubSuite and within the Help Centre (chat icon on the lower right hand corner).
If the AI assistant is unable to fully resolve your query, you can choose to escalate to a member of our support team. | 24/7 |
Support Team Chat | For more complex questions, bug reports, or technical issues that require human support. | Live support is available Monday to Friday, 8am–6pm AEST (11pm–9am BST)
Messages received outside these hours will be responded to on the next business day |
Email Support | General non-technical queries, or non-urgent platform suggestions | Monday to Friday, 8am–6pm AEST (11pm–9am BST) |
Emergency Escalation | Critical platform outages or platform-wide issues that require immediate attention outside standard support hours. | Please directly notify your key Avid contact |
2. Response & Resolution Commitments
Severity | Description | Escalation Channel | Initial Response* | Resolution Target |
Priority 1 (Critical) | Platform outage or live campaign disruption | Your key Avid contact | Within 2 hours | Within 1 business day |
Priority 2 (High) | Major feature not functioning or blocking usage | Your key Avid contact, or Support Team (if within available window) | Within 4 hours | Within 2 business days |
Priority 3 (Medium) | Minor bug with workaround available, or general platform questions | AI Chatbot, Help Centre, or Contact Support team | Within 8 hours | 3–5 business days |
Priority 4 (Low) | Non-urgent, non-technical queries or suggestions | Contact Support team | Within 48 hours | Case-dependent |
*Response times apply during AEST business hours (Monday–Friday, 8am–6pm AEST or (11pm–9am BST). Messages received outside these hours will be responded to when support is back online. For Priority 1 and 2 escalations, Clients are encouraged to contact their local key Avid contact directly.
3. Escalation Path
Step 1: Self-Service (Available 24/7)
Start with AI Support Bot or Help Centre for:
Quick answers and troubleshooting
Feature guidance and how-to support
Immediate assistance outside business hours
Step 2: Contact the Support Team
Choose the best channel based on your needs:
Use our Chat function (located in the bottom right-corner of PubSuite or our Help Centre) for:
Most support use cases
Priority 3 issues (minor bugs with workarounds)
Technical troubleshooting requiring human support
Live support is available Monday-Friday, 8am-6pm AEST (11pm-9am BST). Messages received outside these hours will be responded to on the next business day (AU time)
If needed, email ([email protected]) for:
Priority 4 issues
Platform suggestions
Non-urgent and non-technical queries)
We aim to respond to all enquiries within 48 hours during AEST business hours
Step 3: Escalate to Your Client Success Manager or Key Avid Contact
For time-sensitive Priority 1 or Priority 2 issues, or if an issue has not been resolved within the expected SLA, clients may escalate via their assigned Client Success Manager or key Avid contact.
Contact your local key Account Manager or Client Success Manager directly for:
Priority 1 or Priority 2 issues (critical outages or major malfunctions)
Issues unresolved within SLA timeframes
Situations requiring cross-team coordination
Your CSM will:
Confirm priority level and route to appropriate internal teams
Provide regular updates based on priority
Coordinate with Senior Leadership/Technical Lead if needed
Step 4: Emergency Escalation
For Priority 1 issues outside standard support hours, clients may use emergency escalation pathways provided as part of their agreement. Emergency escalation should only be used for critical platform outages requiring immediate attention.
4. Visibility & Reporting
Clients should receive regular updates on open issues/ bugs, with frequency dependent on priority
All bugs and enhancement requests are tracked internally
Bug fixes will be communicated to the client within the identified resolution window
Clients are encouraged to share feedback on support and escalation experience
5. Resolution Criteria
An issue is considered resolved once:
The fix has been identified and deployed in the client’s live environment, and
Client has verified completion, or CSM or the relevant Avid contact has confirmed that the resolution is satisfactory
Need more help?
Contact PubSuite Support via the chatbot button located in the lower-right corner of your screen.