APSS for AudioCodes CloudBond 365 Partner Qualification

APSS Partners

Support Competence

  • Tier 1 Support to triage issues for relevant coverage (9x5, 24x7)
  • Tier 2 Support (9x5/24x7) for Microsoft UC and AudioCodes devices, including ability to resolve Lync issues and isolate problems related to Lync or AudioCodes devices
  • Ability to submit tickets into AudioCodes Support for Tier 3 handling of AudioCodes devices, including relevant configuration files, logs, and traces
  • Ability to submit RMA requests with all relevant product information
  • Ability to thoroughly support the End Customer with the following:
    1. Video Conferencing
    2. Web conferencing and content sharing
    3. Voice issues (quality, disconnects)
    4. Client configuration, installation and usage questions
  • Support Tools for logging, tracing, debugging and analyzing support incidents
  • Remote connectivity to the End Customer’s CloudBond Server for troubleshooting purposes
  • Support Tickets management system with Web interface for End users
  • In-house processes for Event/Incident management, Problem management, and Root Cause Analysis
  • Documented SLA, including Response time and Resolution time, according to Incident priority

AudioCodes CloudBond 365 Partner Technical Competence

Required Lync Competence

At least one (1) employee who successfully completed the following certifications in past three (3) years:
Core Solutions of Microsoft Lync Server 2013
(https://www.microsoft.com/learning/en-us/exam-70-336.aspx) or equivalent
Enterprise Voice & Online Services with Microsoft Lync Server 2013
(https://www.microsoft.com/learning/en-us/exam-70-337.aspx) or equivalent
At least one (1) employee who has successfully completed the following certification in the past three (3) years:
Microsoft Lync 2013 Depth Support Engineer
(https://www.microsoft.com/learning/en-us/exam-74-338.aspx) or equivalent
At least one (1) employee who successfully completed
AudioCodes Online Training:
AudioCodes CloudBond 365 Installation and Support – Remote Online Training

 

Recommended Lync Competence

At least one (1) employee who successfully completed the following certification in past three (3) years:
Microsoft Certified Solutions Expert (MCSE):
(https://www.microsoft.com/learning/en-us/mcse-communicationcertification.aspx) or
(https://www.microsoft.com/learning/en-us/exam-70-347.aspx)
At least two (2) employees who have successfully completed the following certification in the past three (3) years:
Microsoft Lync 2013 Depth Support Engineer:
(https://www.microsoft.com/learning/en-us/exam-74-338.aspx) or equivalent
At least two (2) employees who successfully completed
AudioCodes Online Training:
AudioCodes CloudBond 365 Installation and Support – Remote Online Training

AudioCodes Partner Technical Competence

Have some deployment and support experience with AudioCodes products in the Microsoft Lync Environment