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.

AudioCodes Customer Technical Support Programs

  • 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).

  • 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) 
Turn-around Time

Typically 10 business days 
(max 30 calendar 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

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