SKU: 64354244222

AudioCodes Customer Technical Support (ACTS) - 1 Year - Service

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Description

AudioCodes Customer Technical Support (ACTS) - 1 Year - ServiceUnlock uninterrupted performance for your AudioCodes deployments with AudioCodes Customer Technical Support (ACTS) for a full year. This comprehensive service is designed for organizations relying on AudioCodes products to power collaboration, contact centers, security gateways, and unified communications. ACTS delivers flexible remote support options, access to a globally distributed team of highly technical engineers, and a streamlined path to issue

Unlock uninterrupted performance for your AudioCodes deployments with AudioCodes Customer Technical Support (ACTS) for a full year. This comprehensive service is designed for organizations relying on AudioCodes products to power collaboration, contact centers, security gateways, and unified communications. ACTS delivers flexible remote support options, access to a globally distributed team of highly technical engineers, and a streamlined path to issue resolution. Whether you are safeguarding a 24/7 contact center, optimizing a hybrid UC environment, or ensuring secure gateway operations across multiple sites, ACTS provides the expert resources, proven processes, and dependable coverage you need to minimize downtime and maximize system availability.

  • Flexible coverage with 24x7 or 9x5 remote support: Choose the support hours that fit your business criticality and time zones. ACTS is designed to provide rapid assistance when you need it, helping to reduce mean time to repair (MTTR) and keep your AudioCodes deployments operating at peak performance.
  • Global Support team with local presence: Benefit from AudioCodes’ worldwide network of seasoned engineers who understand regional requirements, regulatory considerations, and customer workflows. A local touch combined with global expertise accelerates response times and improves issue resolution for multinational environments.
  • Highly technical expertise and proven escalation paths: ACTS gives you access to senior engineers who specialize in AudioCodes technologies. Whether the problem is network integration, firmware compatibility, or complex configuration scenarios, you gain a clear escalation path and confidence that complex issues will be handled by the right experts.
  • Dedicated resources for AudioCodes products: The service is tailored to AudioCodes solutions, aligning with your deployment lifecycle. From initial onboarding and optimization to ongoing care, ACTS focuses on your product family to deliver consistent support quality and knowledge retention within your organization.
  • Transparent administration and value across the year: ACTS provides a straightforward, scalable model that simplifies procurement, onboarding, and ongoing management. Clear terms, predictable costs, and a one-year horizon help you plan and budget for dependable technical support as part of your IT strategy.

Technical Details of ACTS

  • Service duration: 1 year from activation, designed to align with common procurement cycles and to ensure continuous coverage without gaps.
  • Support options: 24x7 or 9x5 remote support, enabling you to tailor coverage to business impact and regional needs.
  • Delivery model: Remote assistance from AudioCodes Global Support team, leveraging certified engineers with deep product knowledge.
  • Global coverage: Local presence around the world to facilitate timely responses and context-aware support across regions.
  • Access and escalation: Direct access to technical resources and defined escalation channels to accelerate resolution of complex issues.

How to Activate ACTS

  • Acquire ACTS for your AudioCodes deployment and complete the activation in your organization’s AudioCodes account.
  • Specify the desired support hours (24x7 or 9x5) and confirm the scope of covered AudioCodes products to tailor the service to your environment.
  • Assign ACTS to your organization and establish the primary points of contact, including the technical liaison or customer success manager designated for your account.
  • Complete onboarding with your assigned ACTS team, including review of existing deployments, critical systems, and any active incident history to inform proactive monitoring and rapid escalation paths.
  • Begin remote support immediately, using the defined channels to log incidents, share diagnostic data, and receive timely guidance and resolutions from AudioCodes engineers.

Frequently asked questions

  • Q: What does AudioCodes ACTS include?
    A: ACTS provides one-year access to AudioCodes’ Customer Technical Support with flexible remote coverage (24x7 or 9x5) and a globally distributed team of highly technical engineers to assist with AudioCodes products.
  • Q: Which products are covered?
    A: ACTS is designed for AudioCodes products and the deployments that rely on them. Exact product coverage is defined at activation and aligned with your license and account.
  • Q: How do I contact ACTS when I need help?
    A: Support channels and escalation paths are defined during activation and managed through your AudioCodes account. This typically includes remote support channels designed for quick incident logging and collaboration with engineers.
  • Q: Can ACTS be added to an existing AudioCodes deployment?
    A: Yes. ACTS is offered as a year-long service that can be integrated with existing AudioCodes installations to provide ongoing technical support and escalation as needed.
  • Q: Is there a minimum contract length or renewal option?
    A: ACTS is a 1-year service. Renewal options are available to extend coverage beyond the initial term according to your organization’s procurement and support strategy.
  • Q: What kind of response times can I expect?
    A: Response times are tied to the selected support hours (24x7 or 9x5) and the severity level of the incident, with escalation to senior engineers as required to resolve complex issues efficiently.
Shipping Notes
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Exchange/Return Notes
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  • Final sale items are not eligible for returns or exchanges.
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SKU: 64354244222

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