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

Unlock uninterrupted performance for your AudioCodes deployments with ACTS – a comprehensive, year-long Customer Technical Support program designed to maximize uptime, minimize downtime, and accelerate issue resolution across your global network. ACTS combines expert technical guidance, flexible service windows, and proactive access to updates and best practices, helping organizations deploy, configure, and optimize AudioCodes devices and software with confidence. Whether you operate in a single facility or manage a multinational voice infrastructure, ACTS delivers the security of a dedicated support ecosystem backed by AudioCodes’ global engineering presence.

• 24x7 or 9x5 remote support options tailored to match your operating hours and criticality of services. ACTS ensures you receive timely assistance whenever you need it, with consistently defined response targets and clear escalation paths that keep your projects on track and your users connected.
• Global coverage with local presence. AudioCodes maintains a worldwide network of certified engineers who understand regional compliance, language needs, and time-zone realities. This means faster issue diagnosis, culturally aligned communication, and more efficient ticket handling across dispersed teams.
• Dedicated case management and accelerated escalation to senior engineering specialists. ACTS assigns a named technical expert to your account, providing continuity, context, and deep product knowledge. When issues are complex, you benefit from multi-tier escalation designed to reduce mean time to resolution (MTTR) and preserve service levels.
• Access to software updates, patches, and firmware guidance. Stay current with the latest features, security fixes, and compatibility advisories for AudioCodes products. ACTS includes proactive guidance on when and how to implement updates to minimize disruption and maximize performance.
• Service alignment with your SLAs and business needs. ACTS is designed to complement your internal IT and communications teams, offering scalable support options that align with your required availability, performance targets, and budget. The result is improved reliability, predictable budgeting, and strong vendor partnership.

Technical Details of AudioCodes ACTS - 1 Year - Service

• Coverage scope: Customer Technical Support for AudioCodes products under contract, including troubleshooting, configuration guidance, and technical consulting. The service aims to help you deploy, optimize, and maintain AudioCodes solutions across voice, networking, and session border controller environments.
• Support windows: Choose between 24x7 remote support or a 9x5 business-hours remote support option based on your organization’s operational requirements. On-site support is not included unless explicitly specified in the agreement.
• Response and resolution targets: SLA-defined response times with tiered escalation to senior engineers. The exact targets are determined by the service agreement and product complexity, but ACTS is designed to deliver timely guidance to minimize user impact and system downtime.
• Account and case management: A dedicated ACTS case manager is assigned to your account, ensuring continuity and a clear line of communication. This includes proactive status updates, milestone tracking, and post-resolution follow-up to confirm effective remediation.
• Access to resources: Portal access for ticket submission, knowledge articles, advisories, and recommended configurations. The portal provides visibility into open tickets, historical trends, and guidance documents to support your team between interventions.
• Scope and exclusions: ACTS covers technical support and expertise for AudioCodes products as defined in the service agreement. Exclusions may apply for hardware replacement, third-party integrations beyond supported interfaces, and training programs unless specifically included under a separate agreement.
• Activation and onboarding: Activation is performed through your AudioCodes account representative or the official support portal. Onboarding includes device inventory documentation, contact information, current configuration baselines, and a review of your deployment to tailor the service approach.

How to Install AudioCodes ACTS - 1 Year - Service

• Confirm eligibility and secure the ACTS contract. Work with your AudioCodes account team to finalize the scope, pricing, and support window (24x7 or 9x5) that best fit your operational needs.
• Gather deployment details. Prepare a list of AudioCodes devices and software versions covered by ACTS, including serial numbers, SKUs, network locations, and the primary technical contact responsible for support coordination.
• Access the support portal. Your organization will receive credentials and access rights to the AudioCodes Support Portal, where you can submit tickets, view status, and retrieve advisories and configuration guidance.
• Define escalation and notification preferences. Establish preferred contact methods, escalation sequences, and notification rhythms so your dedicated ACTS engineer can promptly reach the right stakeholders when issues arise.
• Activate and verify. Initiate ACTS activation in the portal, confirm successful enrollment, and perform a quick baseline check (current firmware levels, recent incidents, and active configurations) to ensure a smooth beginning to the service term.
• Coordinate with your ACTS engineer. Schedule an onboarding call or virtual review to align on priorities, critical use cases, and any specific performance targets you require. This ensures your first weeks of ACTS support are focused and productive.
• Ongoing use and optimization. Leverage the portal to track ticket progress, review updates on firmware advisories, and request best-practice recommendations for scaling, optimization, and security hardening as your environment grows.

Frequently asked questions

• What is AudioCodes ACTS? ACTS is a 1-year Customer Technical Support program that provides remote technical assistance, escalation management, access to updates and advisories, and expert guidance for AudioCodes products. It is designed to help organizations deploy, optimize, and maintain AudioCodes solutions with predictable support and measurable outcomes.
• What does the 1-year ACTS cover? The service covers technical troubleshooting, configuration guidance, issue escalation to senior engineers, software advisories, and access to knowledge resources. It does not inherently include hardware replacement or on-site service unless those items are part of a separate contract or warranty agreement.
• What are the available support hours? ACTS offers either 24x7 remote support or a 9x5 remote support option, enabling you to choose the coverage that best aligns with your organization’s operating model and criticality of communications services.
• How do I activate ACTS? Activation is initiated through your AudioCodes account manager or the dedicated support portal. You will provide device inventories, contacts, and deployment details to configure the service for your environment and to assign your named ACTS engineer.
• Can ACTS be extended or upgraded? Yes. ACTS can be renewed at the end of the term, and it is possible to upgrade to higher levels of coverage or add-on services as your deployment scales. Availability depends on your existing agreement and product portfolio.
• What happens if I need hardware replacement or on-site support? Hardware replacements and on-site support are typically outside the standard ACTS scope unless explicitly included in a separate service contract. For hardware maintenance, coordinate with your AudioCodes representative to explore add-ons or warranty options.