APSS for AudioCodes CloudBond 365 Partner Qualification

APSS for AudioCodes CloudBond 365 Partner Qualification

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 voice-related issues and isolate problems related to Microsoft (e.g., Skype for Business, Lync, etc.) or AudioCodes devices
  • Ability to submit tickets to 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:
    • Video conferencing
    • Web conferencing and content sharing
    • Voice issues (quality, disconnects)
    • Client configuration, installation and usage questions
  • Support tools for logging, tracing, debugging and analyzing support incidents
  • Remote connectivity to the end customer’s device (CloudBond 365 or CCE) server for troubleshooting purposes
  • Support ticket 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 the past three (3) years:                                                                                                                                                                                                                                                          
    Core Solutions of Microsoft Skype for Business 2015
    (https://www.microsoft.com/en-us/learning/exam-70-334.aspx) or equivalent

    Managing Office 365 Identities and Requirements

    (https://www.microsoft.com/en-us/learning/exam-70-346.aspx) or equivalent

    Deploying Enterprise Voice with Skype for Business 2015
    (https://www.microsoft.com/en-us/learning/exam-70-333.aspx) or equivalent

    Enabling Office 365 Services
    (https://www.microsoft.com/en-us/learning/exam-70-347.aspx) or equivalent                                                                                                                                                                                                                                                                                                      

    At least one (1) additional employee who successfully completed the following certification in the past three (3) years:

    Core Solutions of Microsoft Skype for Business 2015 
    (https://www.microsoft.com/en-us/learning/exam-70-334.aspx) or equivalent

    Deploying Enterprise Voice with Skype for Business 2015 
    (https://www.microsoft.com/en-us/learning/exam-70-333.aspx) or equivalent                                                                                                                                                                                                                                                                                                      

    At least one (1) employee who successfully completed:                                                                                                                                                                                                                                                                                                                                        
    AudioCodes Online Training
    AudioCodes CloudBond 365 Installation and Support – Remote Online Training

    AudioCodes Cloud Connector Edition (CCE) – Remote Online Training

     

    AudioCodes Partner Technical Competence

    Deployment and support experience with AudioCodes products in the Microsoft Lync Environment

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