AudioCodes Customer Technical Support - Extended Service - 1 Year - Service

Protect your communications infrastructure with AudioCodes Customer Technical Support—Extended Service for 1 full year. This comprehensive plan is designed for businesses that rely on AudioCodes devices and solutions to keep voice, data, and UC services running seamlessly. Whether you operate a large enterprise, a service provider, or an MSP with AudioCodes deployments, this extended service delivers premium remote assistance, rapid issue resolution, and continuous access to experienced engineers who understand your environment. With options for 24x7 around-the-clock coverage or focused 9x5 business-hour support, you gain reliable, predictable service levels that minimize downtime and maximize the value of your AudioCodes investment. The Global Support team combines deep product knowledge with a worldwide footprint, ensuring you receive timely assistance in your preferred region and language, backed by a robust service framework that prioritizes your mission-critical applications.

• 24x7 remote support option ensures critical incidents are addressed at any hour, improving uptime for voice quality, security updates, and system availability.
• 9x5 remote support option provides core business-hour coverage with responsive escalation and issue resolution during standard operating times.
• Global support with local presence means you benefit from engineers who understand regional networks, regulatory considerations, and carrier relationships, delivering faster response times and contextual assistance.
• Expertise across AudioCodes products includes session border controllers (SBCs), gateways, UC&C integrations, SIP trunking, and interoperability with leading collaboration platforms.
• Proactive case management and SLA-driven service features, with priority handling, ongoing health checks, and clear escalation paths to minimize downtime and optimize performance.

Technical Details of AudioCodes Customer Technical Support - Extended Service - 1 Year - Service

• Service type: Extended customer technical support for AudioCodes products and solutions.
• Contract duration: 1 year from activation, with renewal options available before expiry.
• Support hours: 24x7 or 9x5 remote support options, as chosen at purchase, to align with business needs and critical operations.
• Delivery model: Remote assistance supported by a global team with local presence in major regions to facilitate faster response and context-aware guidance.
• Access channels: Access through the AudioCodes Support Portal, secure case submission, and direct engineering assistance as needed.
• Response and resolution targets: SLA-based targets with severity-tiered commitments; faster response for higher-severity incidents impacting core services.
• Languages and regional coverage: English as standard with availability of additional language support in select regions where applicable.

How to activate and access AudioCodes Customer Technical Support Extended Service

This extended service is a service contract and does not require software installation. After purchase, your account will be provisioned with a dedicated support channel and a named technical account manager or customer success liaison. You will receive credentials and access to the AudioCodes Support Portal, where you can register devices, create and track cases, and monitor the status of open incidents. To initiate a ticket, log in to the portal, provide essential information about the affected AudioCodes product and environment, attach relevant logs or diagnostic data, and specify the severity level based on the impact to business operations. Our engineers will review the case, acknowledge within the SLA timeframe, and begin work to restore service, often remotely, using secure remote access tools and diagnostic workflows. If your deployment includes multiple devices across locations, the service can coordinate a unified response to ensure consistency and minimize redundant actions. For more complex issues or configurations that require deeper analysis, you can request escalation to senior engineers or a specialized specialist team. On-site visits may be arranged where necessary and approved as part of premium options or service level agreements, subject to scheduling, availability, and any applicable charges.

Frequently asked questions

• What does the AudioCodes Extended Service cover? It provides ongoing remote technical support for AudioCodes products and solutions for a full year, including access to trained engineers, case management, and SLA-backed response targets. It covers issues related to configuration, interoperability, software/firmware guidance, and troubleshooting of AudioCodes devices and UC deployments.
• What are the support hours and how do I choose? You can select 24x7 remote support for around-the-clock coverage or 9x5 remote support for standard business hours. The choice is tied to your business needs and critical uptime requirements.
• How do I access support? After purchase, you’ll receive portal credentials to the AudioCodes Support Portal. From there, you can open cases, upload logs, track progress, and communicate securely with the engineering team.
• What is the expected response time? Response times are SLA-driven and vary by severity. Higher-severity incidents receive faster initial responses, with ongoing updates as engineers work to resolve the issue. Specific targets are defined in your contract.
• Can I renew the service after one year? Yes. The Extended Service can be renewed before expiration, ensuring continuity of support and avoiding gaps in coverage for your AudioCodes environment.
• Are on-site visits included? On-site visits may be available as part of premium options or special service arrangements. Approval, scheduling, and potential charges apply based on your agreement and location.
• Which products are covered? Coverage typically includes AudioCodes devices and solutions within the scope of your purchased contract, such as SBCs, gateways, and related UC interoperability configurations.

With AudioCodes Customer Technical Support - Extended Service, you gain a reliable, scalable, and predictable support framework designed to keep your voice networks healthy and your deployments resilient. The service emphasizes proactive monitoring, fast remediation, and access to senior technical experts who can navigate complex configurations and integration scenarios. This alignment with your IT and communications goals helps reduce risk, shorten mean time to repair (MTTR), and protect the quality of service that your customers rely on every day. Whether you are deploying in a data center, a hybrid cloud environment, or at distributed branch locations, AudioCodes’ extended support is structured to adapt to your topology, scale with your growth, and deliver consistent value as you expand your voice and collaboration capabilities.