AudioCodes Customer Technical Support  (ACTS)

AudioCodes Customer Technical Support (ACTS)

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

  • 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.

  • 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 & Replacement

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

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

  • 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 level problems.

  • 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).

  • 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 Support Programs

Service ACTS 24x7 ACTS 9x5
Duration Annual* Annual*
Services Portal (Support Site) Unlimited Unlimited
Hotline support Unlimited Unlimited
Remote Technical Support Unlimited 8:00-17:00, M-F
Hardware Return and Repair Yes Yes
Software Patches & Maintenance Releases Yes Yes
Major Version Releases (including new features) Yes Yes

*Multi-year duration available

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