AudioCodes Advance Hardware Replacement (AHR) - Service

Minimize the impact of hardware outages with AudioCodes Advance Hardware Replacement (AHR) — a flexible, enterprise-grade service engineered to keep your communications infrastructure resilient. This comprehensive hardware replacement program is designed to provide rapid repair and seamless replacement options across AudioCodes devices, ensuring business continuity even during component failures. With AHR, you gain access to dependable logistics, streamlined RMA processing, and a scalable support framework that adapts to your organization’s evolving networking needs. Whether you operate a single site or a global multi-site deployment, AHR delivers a cost-effective, predictable path to hardware recovery so you can focus on delivering reliable communications to your customers, partners, and employees.

• Downtime reduction through rapid hardware replacement: When a device experiences a component failure, AHR accelerates resolution by offering fast replacement hardware and accelerated shipping options, helping you minimize service interruptions and maintain business productivity. This service is designed to support critical voice, video, and data applications by restoring equipment performance quickly and efficiently.
• Flexible coverage for all AudioCodes products: AHR is adaptable to a wide range of AudioCodes product families, including edge gateways, SBCs, media servers, and related appliances. This flexibility ensures that your entire AudioCodes estate can benefit from a consistent, enterprise-grade replacement program, regardless of device type or location.
• Cost-effective, predictable budgeting: With a structured hardware replacement approach, you can avoid unexpected repair costs and unplanned capital expenditures. AHR helps organizations forecast maintenance budgets more accurately, offering scalable service levels that align with business priorities and risk tolerance.
• Comprehensive logistics and RMA support: The service includes end-to-end logistics management, RMA processing, and guidance on secure return of defective units. This reduces administrative burdens for IT teams and accelerates the cycle from failure to full operation.
• Global coverage with expert support: AudioCodes’ authorized service partners and engineering teams provide worldwide reach, ensuring consistent service quality across locations. Whether you operate in North America, Europe, Asia-Pacific, or emerging markets, AHR delivers reliable access to skilled technicians and replacement parts when you need them most.

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

• Service type: Hardware Replacement — a proactive support program designed to replace failed components or devices with manufacturer-approved hardware to restore service quickly.
• Coverage scope: Global availability through AudioCodes authorized partners and service providers. Coverage levels vary by contract, region, and device family, with options for on-site or depot-based replacements to suit organizational requirements.
• Delivery and replacement options: On-site technician visits for hardware replacement or depot-return processes where replacement units are shipped to your specified location. Both options are designed to minimize downtime and align with your operational windows.
• Response times and SLAs: SLA commitments typically include next-business-day (NBD) or same-business-day response, depending on product, location, and service tier. Exact response times are defined within your contractual agreement and can be adjusted for mission-critical environments.
• Inclusions: Replacement hardware that is compatible with AudioCodes devices, warranty-aligned spare parts, RMA processing, shipping, and post-replacement verification to ensure proper function and compatibility with your network.
• Exclusions and caveats: AHR does not cover software-only issues, third-party components, non-AudioCodes accessories, or damage resulting from improper installation or unauthorized modifications. Software updates and maintenance are handled under separate software support agreements where applicable.
• Eligibility and prerequisites: Eligibility is determined by device type, contract terms, and support level chosen. It is recommended to coordinate with your AudioCodes representative or partner to confirm coverage for specific SKUs or UPCs and to align service parameters with your network architecture.
• Compatibility and configuration: Replaced hardware is selected to match the original device specifications and firmware compatibility requirements. In some cases, coordination with your network team may be needed to verify firmware versions and licensing alignment before deployment.
• Asset management and reporting: The service often includes access to a partner portal or account management tools for tracking replacements, service status, and asset inventory, helping you maintain accurate records across your AudioCodes deployment.
• Security and compliance: Replacements follow AudioCodes’ security guidelines and best practices for secure handoffs, data sanitization on decommissioned hardware where required, and compliant disposal of legacy components according to local regulations.

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

• Step 1: Assess eligibility and select a service level. Review your device portfolio and business requirements with your AudioCodes partner or sales team to determine the most suitable AHR plan (on-site vs. depot, standard vs. expedited SLAs) based on device criticality and locations.
• Step 2: Gather device identifiers and location details. Prepare model numbers, serials, and precise installation sites. Providing accurate information expedites RMA processing and ensures the correct replacement hardware is allocated for your configuration.
• Step 3: Initiate the RMA and schedule replacement. Work with your service provider to open an RMA and set an arrival window that minimizes disruption. You will receive a replacement unit and an accompanying set of instructions tailored to the device family.
• Step 4: Install and verify the replacement hardware. Physically replace the faulty component or device following the documented guidelines provided by AudioCodes. Power up, run essential diagnostics, and confirm that all critical services (voice, data, signaling) resume normal operation.
• Step 5: Return the defective unit and close the loop. Follow the configured return process for the failed hardware, record service completion in your management system, and monitor for any follow-up actions, such as firmware alignment or post-install verification if required by your contract.

Frequently asked questions

• Q: What is AudioCodes Advance Hardware Replacement (AHR) - Service? A: AHR is a purpose-built hardware replacement program from AudioCodes that helps organizations minimize downtime by delivering timely replacement hardware and streamlined logistics for AudioCodes devices, ensuring business continuity and predictable maintenance expenses.
• Q: How fast can I get a replacement once a failure is reported? A: Depending on your service level agreement and location, typical timelines include next-business-day delivery for standard coverage, with expedited options available for mission-critical environments. Exact delivery windows are defined in your contract.
• Q: Which devices are eligible for AHR? A: AHR covers a broad range of AudioCodes product families that support hardware replacement under a formal service contract. Eligibility is determined by device class, model, and the terms of your service level agreement with AudioCodes or an authorized partner.
• Q: Does AHR include software updates? A: AHR focuses on hardware replacement and related logistics. Software updates, licenses, and ongoing software maintenance are typically handled under separate maintenance agreements or software support plans.
• Q: How do I activate AHR for my organization? A: Activation generally involves coordinating with your AudioCodes partner or sales representative, selecting a suitable service level, providing device identifiers, and scheduling the replacement process. After activation, you’ll receive RMA details and replacement timelines.
• Q: Is on-site service available worldwide? A: Yes, on-site service is available through AudioCodes’ global network of authorized providers, subject to regional coverage and contractual terms. Availability may vary by country and device type.
• Q: What happens if the replacement hardware is incompatible with my current firmware? A: Replacement units are selected to match the original device specifications and firmware compatibility. If any compatibility concerns arise, AudioCodes technical support will guide you through the necessary firmware alignment or configuration steps.