AudioCodes Advance Hardware Replacement (AHR) Service

Minimize the impact of hardware outages with AudioCodes Advance Hardware Replacement (AHR) — a flexible, enterprise-grade service designed to speed recovery, preserve critical communications, and maximize appliance uptime. AHR delivers a complete set of hardware replacement options to provide cost-effective repair and replacement for AudioCodes devices, ensuring your network stays resilient in the face of hardware failures. Whether you run a single-site deployment or a global contact center, this service offers scalable coverage, predictable support, and streamlined asset management that aligns with your IT and communications requirements. Built on AudioCodes’ engineering excellence and a commitment to dependable service, AHR helps you keep mission-critical conversations flowing and your operations moving forward without costly interruptions.

• Minimize downtime with proactive hardware replacement and repair options designed to match your operational priorities. AHR provides access to verified, field-ready replacement units and a streamlined return-to-service process to reduce disruption during outages. By pairing swap-out capabilities with advanced diagnostics, you can detect impending hardware degradation before it impacts users and accelerate recovery across voice, video, and data workloads that depend on AudioCodes infrastructure. This results in shorter MTTR, improved service continuity, and steadier call quality, voicemail reliability, and session stability across your network.
• Flexible service levels that scale with your business. Whether you need rapid response for mission-critical environments or cost-conscious coverage for branch offices, AHR can be configured to meet specific uptime targets, warranty windows, and support windows. The service structure supports tiered response times, parts availability, and logistics arrangements that align with your budget while still delivering dependable, predictable performance. This adaptability ensures you only pay for the level of coverage you require, without sacrificing the reliability your organization depends on.
• Comprehensive coverage across AudioCodes product families. AHR is designed to support a broad range of AudioCodes devices—routers, gateways, session border controllers, media gateways, and associated accessories—so you can safeguard multiple assets under a single, consistent service. This holistic approach reduces the complexity of subcontracting multiple vendors and simplifies contract management, providing unified support, consistent escalation paths, and a single point of accountability for hardware replacement outcomes.
• Dedicated account management and streamlined administration. With AHR, you gain access to a committed service team that coordinates every aspect of replacement events—from order validation and RMA processing to logistics and post-replacement validation. The service includes clear escalation paths, proactive status updates, and documented service reports to help IT and facilities teams track asset health, replacement history, and asset lifecycle planning. This strong governance reduces administrative overhead and makes hardware reliability a measurable, controllable part of your operational strategy.
• Lifecycle optimization and asset management benefits. Beyond immediate outage mitigation, AHR supports longer-term asset lifecycle planning by providing predictable upgrade paths, compatibility assurance across software and firmware, and transparent replacement cadence. This helps you retire aging hardware on a schedule that minimizes risk, maintains performance, and preserves investment value. By consolidating hardware replacement under a single, scalable program, your organization can adopt a more strategic approach to hardware refresh, reduce total cost of ownership, and maintain consistency across global operations.

Technical Details of AudioCodes Advance Hardware Replacement (AHR) - Service

• Get this information from the "specifications" section of the product from https://ec.synnex.com/ using product "UPC" or "SKU" as reference

how to install AudioCodes Advance Hardware Replacement (AHR) - Service

• Contact your AudioCodes account team or approved partner to initiate AHR enrollment for the devices you want covered. Provide a list of affected assets, including model names, serial numbers, and current support status, so the service can be applied correctly.
• Choose the service level that aligns with your operations—define response times, coverage hours, and any location-specific requirements. Confirm the scope to ensure all relevant AudioCodes products and components are included under a single service agreement for consistency.
• Submit accurate device details for each asset—model, SKU/UPC, location, and any special handling instructions. The service team will validate eligibility, coordinate procurement, and prepare replacement parts to meet your agreed SLA, reducing the risk of stockouts during critical periods.
• Activate the service and establish the incident handling workflow. Assign primary contacts, define escalation paths, and link the AHR contract to your asset management system to ensure rapid ticketing, transparent status updates, and traceable replacement activity.
• Coordinate logistics and installation planning. The AudioCodes operations team will manage shipment of replacement hardware, schedule delivery windows that fit your maintenance cycles, and guide on-site or remote deployment as required, ensuring a smooth transition with minimal service disruption.
• Validate post-replacement performance. After a hardware swap or repair, conduct a structured check of key functions—gateway and trunk interfaces, call processing, codec interoperability, and failover mechanisms—to confirm systems return to baseline performance and service levels. Document results for auditability and ongoing optimization.

Frequently asked questions

• Q: What is AudioCodes Advance Hardware Replacement (AHR) service?

  A: AHR is a flexible hardware replacement and repair service from AudioCodes designed to minimize outages, extend device life, and simplify asset management. It provides ongoing access to replacement parts, field-ready hardware, and support tailored to your uptime requirements across AudioCodes devices and configurations.

• Q: Which products are covered by AHR?

  A: The service covers AudioCodes products as defined in your contract, including core gateways, routers, media gateways, session border controllers, and related accessories. Coverage is configured to match your organization’s device portfolio and support needs.

• Q: How do I enroll in AHR?

  A: Enrollment typically involves working with your AudioCodes account manager or partner, providing device details (model, serial number, SKU/UPC), and selecting a preferred service level. Once activated, your assets are managed under the agreed terms, with processes established for replacements and diagnostics.

• Q: What are the main benefits of AHR?

  A: The principal benefits are reduced downtime during hardware failures, predictable and scalable support coverage, simplified asset management, and a clear path to hardware lifecycle optimization. The service also helps control maintenance costs by consolidating coverage under a single, configurable program.

• Q: How quickly can I expect a replacement to be available?

  A: Replacement availability is determined by your chosen service level, device stock, and logistics. AudioCodes coordinates the procurement and shipping of replacement hardware according to the agreed SLA, with status updates provided throughout the process.

• Q: Who can I contact for support or questions about AHR?

  A: You should reach out to your AudioCodes account team or authorized partner. They can assist with enrollment, escalation, service customization, and any questions related to coverage, performance, and asset lifecycle planning.