AudioCodes ACTS 1 Year Customer Technical Support Service

AudioCodes ACTS 1 Year Customer Technical Support is a comprehensive service plan designed to keep your AudioCodes solutions operating at peak performance. This one-year program delivers reliable, professional assistance for your AudioCodes products, combining flexible remote support options with the depth and expertise of AudioCodes engineers. Whether your environment requires around-the-clock attention or business hours monitoring, ACTS provides the right level of care to minimize downtime, accelerate issue resolution, and keep your communications infrastructure secure and up to date.

• 24x7 or 9x5 remote support options give you the right balance of coverage for mission-critical systems and cost efficiency, with rapid triage, remote diagnostics, and proactive problem detection to reduce latency in resolutions and keep networks and voice solutions alive.
• Global support team with local presence around the world ensures engineers understand regional deployments, regulatory considerations, and network nuances, delivering faster response times and culturally aligned service across time zones.
• Direct access to AudioCodes engineering specialists and product experts provides authoritative guidance, advanced troubleshooting, and escalation to senior engineers for complex, high-priority issues that impact business operations.
• Proactive maintenance, software updates, and best-practices guidance help optimize performance, security, and reliability; ACTS includes access to the latest features, patches, and recommended configurations as they become available.
• Flexible coverage across AudioCodes devices and software, with scalable options that support evolving deployments, hybrid environments, and growing customer needs, all backed by a clear service level framework and renewal options.

Technical Details of AudioCodes ACTS 1 Year Service

• Service term: 12 months of AudioCodes Customer Technical Support (ACTS) for eligible AudioCodes products, providing structured support over a full year.
• Support coverage: remote technical assistance with options for 24x7 or 9x5 access, designed to align with operational requirements and critical network timelines.
• Scope of support: includes troubleshooting, configuration guidance, installation assistance, diagnostics, problem triage, and guidance on firmware or software updates for covered products.
• Global reach: support resources are distributed worldwide to provide local presence, language considerations, and region-specific guidance when needed.
• Expert access: direct lines to AudioCodes engineers, with established escalation paths to product and development teams for complex cases.
• Renewal and terms: ACTS is a 1-year commitment with renewal options to maintain continuity of support for ongoing projects and deployments.

How to install AudioCodes ACTS 1 Year Service

• Confirm eligibility and purchase of the ACTS 1 Year service for your AudioCodes products, ensuring your devices and software are covered under the plan.
• Activate the service by coordinating with your AudioCodes account manager or your authorized AudioCodes partner to initiate enrollment in ACTS.
• Choose your preferred remote support window (24x7 or 9x5) and establish primary contact and escalation details to ensure prompt handling of incidents.
• Access the AudioCodes support portal and onboarding materials, which provide guidance on submitting incidents, tracking tickets, and leveraging remote diagnostics.
• Prepare device information, serial numbers, and relevant configurations to accelerate initial diagnostics and ensure rapid issue routing to the appropriate experts.

Frequently Asked Questions

• What is included in AudioCodes ACTS 1 Year? ACTS 1 Year provides remote technical support for AudioCodes products, access to AudioCodes engineering expertise, guidance on configuration and troubleshooting, and assistance with software updates and patches during a 12-month term.
• Which products are covered? ACTS covers eligible AudioCodes hardware and software products as defined in the service agreement, with terms that apply for the duration of the one-year period.
• Are updates and firmware included? Yes, software and firmware updates are included as they become available, subject to product eligibility and compatibility with your environment.
• What are the support hours? ACTS offers flexible remote support options, including 24x7 or 9x5 coverage, to meet the needs of critical communications environments and business operations across regions.
• How do I renew ACTS after one year? Renewal is available through your AudioCodes account manager or partner, with options to extend coverage to maintain ongoing access to expert support and maintenance services.
• Is onsite support included? ACTS focuses on remote technical support. Onsite support may be available as a separate service depending on the contract terms and regional offerings.