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AVA BUSINESS PROCEDURE FAQ

EFFECTIVE JULY 5, 2023: NEW BUSINESS PROCEDURES FOR AVIGILON ALTA VIDEO
(FORMERLY AVA).

JUN 27, 2023•KNOWLEDGE


INFORMATION

Title
Ava Business Procedure FAQ
Brands

Environment
 * Placing orders
 * Payment submission
 * Aware license subscriptions
 * RMA process
 * Partner portal
 * Order documentations

Issue
Aligning Ava business procedure with the existing Avigilon business process.
Resolution
What changes are taking effect on July 5, 2023?

We will be integrating Ava Security (now part of Avigilon Alta) supply chain
functions with Avigilon, one of Motorola Solutions Video Security & Access
Control (VS&A) brands. This integration will modify business operations, placing
orders, order fulfillment, order documentation, order payment and more. We will
also be launching our new Motorola Solutions Partner Advantage Program and the
VS&A Partner Portal.

Do I need to sign a new partner contract?


Yes, your organization will need to sign the new 2023 partner agreement in order
to participate in our new Motorola Solutions Partner Advantage Program (more
details to follow). For more information on the new partner agreement, please
contact our Channel Operations team at channeloperations@ motorolasolutions.
com.

ORDERS & SHIPPING TERMS

How do I place a new order?

Contact your sales representative starting on July 5, 2023 to place all your new
orders. You will receive all Avigilon Alta video quotes directly from DocuSign,
where you can review and acknowledge your quote directly with an electronic
signature (look for subject line: An Avigilon Quote Requires Your Signature).
You can also enter your PO number in the optional field within DocuSign to
streamline the ordering process.

What happens to my open orders? 

Prior to July 5, 2023, your sales representative will work with you to obtain
your PO number for all open quotes.

How do I check the status of my order?

Email orders@avigilon.com for order status.

How will this affect order documentations?

Your quotes, invoices, packing slips and other order and shipping documentations
will now be branded Avigilon.

Can Avigilon Alta hold my order from shipping to a future date?

We will no longer be able to hold orders and ship at a future ship date. If you
require a future shipping date please work with your Regional Sales Manager to
provide a quote within the 30 days of when you require the equipment to
arrive. Submit the DocuSigned quote at least 10 business days prior to when you
would like the delivery to arrive. This will ensure the equipment arrives on
time. Blanket POs will no longer be accepted.

Where are orders fulfilled?

Orders from North America, Latin America, Asia Pacific, Africa and the Middle
East (with the exception of Saudi Arabia) will be fulfilled from Richardson,
Texas, USA.

Orders from Europe, the United Kingdom, Saudi Arabia will be fulfilled from
Amsterdam, Netherlands.

Delivery times for all locations remain unchanged.

What carrier will be used to deliver my order?

If you are ordering within Europe, due to VAT changes, customer carriers will be
pre-selected by Motorola Solutions and charged to the customer. We are no longer
accepting collections from customer-selected carriers.

For all customers outside of Europe, carriers will also be pre-selected by
Motorola Solutions, however, these customers are able to request different
freight service levels at an additional cost.

Are there any changes to the Incoterms?

Our new Incoterms are FCA Named Destination.  

PAYMENT & TAXES

What bank account do we make our payments to?

Our bank accounts have changed. Please see new details here . You need to start
making payment to our new bank account based on your currency. 

Is there a new VAT number reference?

Depending on the region you are in, when you place an order, you will use a new
VAT, which is: NL823582851B01X. 

Who do I contact to request invoice copies?

For invoice copies please send an email to credit@avigilon.com.

How do I apply to be exempt from paying sales tax?

For US based customers that are tax exempt, please provide an updated
certificate made out to Avigilon USA Corporation to credit@avigilon.com, along
with a completed W9 form.

SUPPORT & RETURNS

Who do I contact for technical support?

Access the Avigilon Support Community for all Alta video product support here: 
https:// www .avig ilon .com/ s u pport. 

Please note, accounts for existing Ava Support Portal users have been migrated
to the new Avigilon Alta Video community portal. In order to activate your
account, existing users should visit the Reset Password page and follow the
steps.

New cases will no longer be accepted through the old Ava Support Portal. While
old cases can still be viewed, users will now need to submit a new case through
the Create a Case page in the Avigilon Support Community. You can view and
follow up on open requests through the My Cases section.

If you have not yet registered to the Avigilon Support Community, visit the
Login page and click ‘Get Started’ to join in discussions and more. Please
contact our Community Support team with any questions at support. vsa@
motorolasolutions. com.

What if I need to return a product?

To get started, log in or register now for your Video Access One ID to access
the VS&A Partner Portal to make and view Return Merchandize Authorization (RMA)
requests.  

Where can I find the Avigilon Alta return policy online?

Please visit Avigilon's warranty information for the latest return policy.

What is the product warranty policy?

The Avigilon Alta video warranty policy remains unchanged. However, in the event
that your product qualifies for a replacement and if we no longer carry that
specific model, you may be offered a comparable product from the Motorola video
portfolio. 

Can my end-customer contact Avigilon Alta video (Ava) for RMA support?

Starting July 5, 2023 end-users can no longer contact Ava for RMA requests.
Please have your customers reach out to you directly to submit their requests on
their behalf.

PRODUCTS, APPS & SUBSCRIPTIONS

Are there changes to Aware licenses and renewals? 

Aware licenses are transitioning to an auto-renewal system starting on July 5,
2023, in line with Motorola Solutions’ video security and access control partner
agreement. New licenses will auto-start when deployed, or 30 days after
purchase, whichever is first. Undeployed licenses will auto-start August 3,
2023, 30 days after July 5. Partners are advised to address any non-activated
licenses before this date. Future renewals are also subject to the auto-renewal
policy. 

Will we continue to see products from the Ava (now Avigilon Alta) portfolio?

Yes, the Avigilon Alta video portfolio will remain and we will continue to bring
innovative new products and solutions to the market under the strength of the
new brand. 

Will branding on products change from Ava to Avigilon? 

Physical hardware (cameras, cloud connector, etc.) will remain branded Ava for
the time being. However, products will transition to Avigilon branding in the
coming months.

Will the software platforms be changing?

Ava Aware has been rebranded to Avigilon Alta Aware. The mobile app is branded
Alta Aware. You can continue to use your existing logins. 

Where can I manage my software licenses? 

You can continue to manage software licenses and subscriptions through Avigilon
Alta DMP (formerly Ava DMP).

PARTNER PORTAL

What changes are happening to the Partner Portal?

The Ava partner portal is migrating to the Motorola Solutions Video Security &
Access Control (VS&A) Partner Portal on July 5, 2023. Within the portal, you can
download marketing material, price lists, view orders and account info, request
returns and more. 

Can I still use the Ava Partner Portal? 

The Ava partner marketing resource portal (https://partner.avasecurity.com/)
will be disabled by September 1, 2023. 

Beginning July 5, 2023, start accessing the new VS&A Partner Portal with your
Video Access One ID to retrieve the most-to-date documentation and marketing
materials. 

Where do I access the new Partner Portal?

Visit https://loginvsa.motorolasolutions.com and log in using your Video Access
One ID. Click “Get Started” if you need an account. 

How can I request access to the new Partner Portal? 

Avigilon Alta video (formerly Ava) Partners who sell Avigilon Unity or Pelco
products can already access the portal. If you need an account, you can request
access from your Super Admin user within their organization. Partners can also
request access to the Portal from the Tool Hub once an Video Access One ID
account is created.

For Avigilon Alta video partners who are not selling other brands and do not
have a Video Access One ID, you will receive an email within the coming weeks to
be a Super Admin user of the portal. The Super Admin user within your
organization will be responsible for adding or removing users within your
organization, as well as assigning roles within the portal, and delegate others
within the organization to act as Super Admin as needed. For any questions,
please reach out to our Community Support team at
support.vsa@motorolasolutions.com. 

What can I do in the new Partner Portal? 

Within the portal you can download marketing material, price lists, view account
information, request returns and more. It’s also an easy way to access our
online shops, licensing portals, training resources and more. Watch the VS&A
Partner Portal video to discover what you can expect from this exciting new
platform.


 
Cause

Additional Notes

Knowledge Article Total View Count
270
URL Name
Ava-Business-Procedure-FAQ
Article Number
000324389
Article Visible To
Public, End Customer, Partner
Avigilon - GeneralAVA (Alta Video) - General






Terms of Use Disclaimer - The information provided in this article is intended
to help guide customers on how to address situations that they may encounter
with their products. Care has been taken to ensure the accuracy of the
information on this site. Motorola Solutions Inc. and its affiliates and
subsidiaries, including but not limited to Avigilon Corporation, Pelco Inc., and
IndigoVision Ltd., assume no responsibility or liability for any errors or
omissions in the content of this article, or any data or configuration loss that
may result by employing this information, which is provided “as is” and “as
available”, with no guarantees of completeness, accuracy, usefulness or
timeliness. By using this article, you agree to these terms and conditions.

 




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