Overview
AudioCodes is committed to providing customers and partners with the most comprehensive and qualified Customer Technical Support for AudioCodes products. We offer 24x7 or 9x5 remote support options. Our Global Support team provides highly technical expertise, local presence around the world, access to software updates and patches, and several different Hardware Replacement options including Repair and Return, Advance Hardware Replacement, as well as the 4-hour Managed Spares service.
Benefits
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Troubleshooting & Problem Resolution
Get fast and effective support and resolution for day-to-day operational issues and complex issues by AudioCodes Voice Engineers’ in-depth knowledge and understanding. Customers have direct access to key resources and tools, including 24x7 hotline support for urgent issues, access to the AudioCodes iSupport service desk for support call ticketing, information gathering, and status updates.
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Ensure that your Products are Up-to-date
ACTS customers are entitled to free access to software for AudioCodes products, including patches, Maintenance Releases, and major software version releases, including new features.
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Product Repair & Replacement
ACTS includes Standard Repair and Return service. In addition, optional Managed Spares (7x24x4) or Advance Hardware Replacement (AHR) services are available.
AudioCodes Customer Technical Support Programs
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ACTS 9x5 Program
Level 2-4 remote technical support for a 12-month period for deployed products. Available during normal business hours, Monday-Friday, 8:00 AM – 5:00 PM (Customer local time, Holidays excluded).
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ACTS 24x7 Program
Level 2-4 remote technical support for a 12-month period for deployed products. Available 24x7 (24 hours a day, 7 days a week) for problems of Urgent Priority Level, and Monday-Friday, 8:00 AM – 5:00 PM (Customer local time, Holidays excluded) for all other priority levels’ problems.
- 24x7, web-based service-desk for support ticket creation, tracking, status updates and notification
- 24x7 or 9x5 remote, vendor support
- Hardware Return and Repair (R&R) Service. Other Hardware Replacement options are available
- Fast response times, prioritization and incident escalation
Comparison of ACTS Programs:
| Service | ACTS 24x7 | ACTS 9x5 |
|---|---|---|
|
Duration |
Annual* |
Annual* |
|
Services Portal / Service Desk |
Unlimited |
Unlimited |
|
Hotline support |
Unlimited** |
8:00-17:00, M-F |
|
Remote Technical Support |
Unlimited** |
8:00-17:00, M-F |
|
Software Patches & Maintenance Releases |
Yes |
Yes |
|
Major Version Releases (including new features) |
Yes |
Yes |
*Multi-year duration available
**For urgent incident reporting
Comparison of Hardware Replacement Services:
| Service | Repair and Return | AHR | Managed Spares |
|---|---|---|---|
|
Availability |
Included in ACTS Program |
Optional |
Optional |
|
Return Materials Authorization (RMA) |
Typically 10 business days |
1-2 business days* |
4 hours or Next Business Day** |
*Depending on region and when RMA request is received
**Advance Site Address Verification required
