AudioCodes Service/Support - Renewal - 1 Year - Service

Keep your AudioCodes deployment fully protected and performing at peak efficiency with a trusted renewal that covers 24/7 remote technical support, maintenance, labor, and both electronic and physical service. This one-year service renewal is designed for enterprise communications environments that rely on reliable IP telephony, SBCs, and UC solutions. With uninterrupted access to expert engineers and proactive coverage, you gain peace of mind, faster issue resolution, and predictable budgeting—so your organization stays connected, productive, and secure.

• Comprehensive 1-year renewal delivers continued access to AudioCodes experts for your hardware and software ecosystem, ensuring you stay up-to-date with the latest support policies, response times, and service SLAs tailored to enterprise needs.
• 24 x 7 remote technical support means round-the-clock availability for critical issues, rapid diagnosis, and proven escalation paths to minimize downtime and keep your communications running smoothly, even outside business hours.
• Maintenance and labor coverage includes skilled technician response, on-site or remote maintenance, and labor costs associated with service requests, helping to control unexpected expenses while extending the life of your investments.
• Electronic and physical service encompasses both software/firmware assistance and hardware support, ensuring holistic care for all AudioCodes components—from configuration and patching to hardware replacements when needed.
• Peace of mind for enterprise-grade networks with reliable service levels that support IP telephony, SBCs, collaboration endpoints, and UC solutions, enabling steady performance, regulatory compliance, and minimal disruption to daily operations.

Technical Details of AudioCodes Service/Support - Renewal - 1 Year - Service

• UPC/SKU: Not disclosed in listing
• Coverage scope: 24 x 7 remote technical support, maintenance, labor, and electronic and physical service for AudioCodes hardware and software
• Included services: Proactive monitoring guidance, rapid issue diagnosis, escalation to senior engineers, hardware replacement coordination, and firmware/software maintenance updates where applicable

How to install AudioCodes Service/Support

There is no traditional software installation required for this service renewal. Activation occurs through your AudioCodes account and is managed by your organization's administrator or designated IT lead. Start by confirming your renewal eligibility and ensuring that all AudioCodes devices and licenses are properly associated with the account that holds the service contract. Once activated, the support team will have visibility into your devices, configurations, and service history, enabling faster triage and accurate resource allocation.

Step-by-step guidance typically includes the following, once the renewal is in place:

• Verify coverage in the AudioCodes service portal to ensure all relevant devices and licenses are included under the renewed contract.
• Register devices and confirm serial numbers, firmware versions, and network roles so engineers have accurate context for support requests.
• Set contact preferences for priority handling, escalation contacts, and preferred communication channels (phone, email, or portal messages).
• Define service levels such as response times, on-site vs. remote support, and maintenance windows to align with organizational needs.
• Plan onboarding with your AudioCodes representative if required, including any hardware checks, backup configurations, or maintenance tasks to perform during renewal onboarding.

After activation, you can submit a ticket through the customer portal or contact the dedicated support channels. The remote support workflow emphasizes fast diagnosis, documented solutions, and clear communication about issue status, next steps, and any required software or hardware actions. This streamlined activation and service management help minimize downtime and preserve the performance and reliability of your AudioCodes infrastructure.

Frequently asked questions

Q: What exactly does the 24 x 7 remote technical support cover?

A: The 24 x 7 remote technical support provides around-the-clock access to AudioCodes engineers for diagnosis, guidance, and issue resolution related to eligible hardware and software. It includes priority handling for critical outages, escalation to senior engineers when needed, and guidance on configuration, firmware updates, and best practices to keep your system operating reliably.

Q: Does this renewal include hardware maintenance or on-site service?

A: Yes. The renewal covers maintenance and labor, including both electronic and physical service. This means that when hardware issues arise, appropriate support, repair, or replacement coordination is provided as part of the service offering, reducing downtime and ensuring continuity of operations.

Q: Is installation required after purchasing this renewal?

A: No traditional software installation is required. Activation is completed through your AudioCodes account, and the service becomes active for eligible devices and licenses once the renewal is processed. Ongoing support is then available via standard channels for issue reporting and maintenance tasks.

Q: Which AudioCodes products and environments are covered?

A: The renewal is designed to cover AudioCodes hardware and software within the scope of the service contract, including IP telephony appliances, session border controllers (SBCs), and related UC solutions that operate under your AudioCodes license and service terms. Coverage specifics depend on your contract and device registrations.

Q: How does the renewal impact costs and budgeting?

A: The renewal provides predictable, annual pricing for ongoing support, maintenance, and labor. This helps organizations forecast IT expenses, reduce unplanned support charges, and maintain service levels without delays caused by ad hoc outages or extended downtimes.

Q: How quickly can I expect response times after I submit a ticket?

A: Response times align with the service-level agreement (SLA) defined in your renewal contract. Critical outages typically receive the highest priority and faster initial responses, with continues updates as engineers work to resolve the issue. Non-critical requests are addressed according to standard workflows and available resource capacity.