AudioCodes Customer Technical Support (ACTS)

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 our 4-hour Managed Spares service.

AudioCodes Customer Technical Support (ACTS)

Highlights and Benefits:

Consultation and 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.

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.

Product Repair and Replacement:

ACTS includes Standard Repair and Return service. In addition, optional Managed Spares (7x24x4) and Advance Hardware Replacement (AHR) service are available. Read more…

Technical Support service providing one contact point for all your support needs

ACTS 9x5 Program

ACTS 24x7 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).

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 support
  • Hardware Return and Repair (R&R) Service is included. 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*
iSupport / 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

Comparison of Hardware Replacement Services:

Service

Repair and Return

AHR

Managed Spares

Availability Included in ACTS Program Optional Optional
Return Materials Authorization (RMA)
Turn-around Time
Typically 10 business days
(max 30 calendar days)
1-2 business days* 4 hours**

*Depending on region and when RMA request is received
**Advance Site Address Verification required

AudioCodes Implementation and Operation Services

In addition to Technical Support, AudioCodes offers a broad selection of Implementation and Operational services to assist partners and customers with prompt handling of technical support issues, efficient supply of replacement hardware and ongoing management of software and hardware upgrades.

Implementation Services:

  • Site survey to verify the readiness of customer locations for the installation. Read more...
  • Staging of devices before they are delivered to ensure they are ready for immediate activation upon delivery to the customer site. Read more...
  • On-site Installation including physical placement, connection and verifying basic functionality. Read more...
  • Configuration & commissioning of devices (remotely or on-site). Read more...

Operational Services:

  • Hardware Replacement including a complete set of services to provide cost-effective repair and replacement options for all AudioCodes products. Read more...
  • Remote Monitoring service designed to ensure that the availability and performance of devices in the voice network are monitored, measured and recorded. Read more...
  • Hardware & Software Upgrades, a managed service to monitor all software and hardware releases and make sure they are up to date. Read more...

AudioCodes Global Customer Support Levels

Service Desk
(iSupport and Call Center)
Receives all service and support calls and gathers relevant information to immediately escalate to appropriate support tier.
Level 1
Operational Support
Handle and resolve remotely product-related problems that cannot be resolved by Customer (excluding installation, configuration and provisioning related activities; support from AudioCodes for such activities is available and can be purchased separately).
Level 2
Product Support
Handle and resolve complex customer issues with more in-depth knowledge and understanding of customers’ specific applications. Perform analysis of logs, traces and processor dumps.
Level 3
Product Expert Support
Seasoned product experts, backed by the company’s development team, resolve product issues related to AudioCodes products, and ensure timely delivery of product updates.
Level 4
Engineering Support
AudioCodes’ dedicated development resources are available to resolve issues related to products deployed in the field. Develop, test and release Software and firmware corrections.