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

AudioCodes Customer Technical Support (ACTS) – 1 Year – Service delivers enterprise-grade care for AudioCodes products, designed to maximize reliability, performance, and return on investment. This service package provides customers and partners with a trusted, certified support framework that helps you keep your communications infrastructure up and running smoothly. With ACTS, you gain access to a global team of highly skilled engineers, trained specifically on AudioCodes hardware and software, backed by a commitment to fast issue resolution, proactive maintenance, and seamless escalation management. Whether you deploy AudioCodes voice gateways, session border controllers, SBCs, or UC&C solutions, ACTS is built to protect your deployment, reduce downtime, and ensure your technology stays aligned with evolving business needs.

• 24x7 or 9x5 remote support options tailored to your business needs, ensuring critical issues are addressed promptly and efficiently regardless of time zone or location.
• Global Support team with a proven local presence around the world, delivering context-rich assistance and rapid access to AudioCodes specialists who understand regional networks, regulatory considerations, and integration requirements.
• Access to highly technical expertise across AudioCodes products, platforms, and ecosystems, including hardware platforms, software releases, security patches, and interoperability with partner solutions.
• Proactive maintenance, software updates, and escalation pathways designed to minimize MTTR (mean time to repair), reduce service interruptions, and keep deployments current with the latest innovations.
• Dedicated service management and escalation coordination to ensure consistent service quality, clear communication, and a single point of contact for issue tracking, reporting, and outcomes.

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

• Get this information from the "specifications" section of the product from https://ec.synnex.com/ using product "UPC" or "SKU" as reference

How to install AudioCodes ACTS 1 Year Service

• Begin by contacting your AudioCodes account representative or approved partner to initiate ACTS activation. Provide purchase details and confirm the exact product family and devices covered under the 1-year service period.
• Confirm eligible devices, product family, serial numbers, and the scope of coverage. Establish preferred support options (24x7 or 9x5) and define escalation contacts to ensure rapid response when needed.
• Access the AudioCodes customer portal or work with your account manager to link ACTS to your deployment. Upload necessary device identifiers, licenses, and any prerequisites required for remote support access.
• Configure remote support permissions and connectivity. If required, provide firewall and network details to enable secure remote sessions, diagnostics, and software updates without disrupting your operations.
• Once activated, you will begin receiving ongoing technical support, access to updates, and proactive monitoring services. Ensure that your team understands how to reach the ACTS team, how incidents are tracked, and how to escalate issues when necessary.

Frequently asked questions

• What is AudioCodes ACTS 1 Year Service? ACTS is AudioCodes' Customer Technical Support program that provides a year-long, enterprise-grade support experience for AudioCodes products, including remote troubleshooting, software updates, and escalation management through a global team of certified engineers.
• What does ACTS include? ACTS includes remote technical support (with 24x7 or 9x5 coverage), access to AudioCodes experts, software and security updates, proactive maintenance where applicable, and a clearly defined escalation path to ensure timely resolution of issues affecting voice, UC&C, and related technologies.
• Who can benefit from ACTS? The service is available to customers and partners deploying AudioCodes products, including enterprises, service providers, and organizations that rely on AudioCodes hardware and software for critical communications infrastructure.
• How do I activate ACTS? Activation typically involves contacting your AudioCodes account representative or approved partner, providing purchase verification, and linking the service to the specific devices and deployments you want covered. The activation process establishes your support window, escalation contacts, and access to the customer portal for case management.
• What are the support hours and response times? ACTS offers flexible coverage options, including 24x7 and 9x5 remote support, designed to meet the criticality of your deployments. Response times are defined in the service agreement and are intended to minimize downtime while delivering expert assistance efficiently.
• Can ACTS be renewed after the initial year? Yes. ACTS is a time-bound service, and you can renew before expiration to maintain continuous coverage. Renewal typically preserves your configured support options and escalation contacts, ensuring uninterrupted access to AudioCodes expertise.
• How does ACTS help with deployment uptime? By providing rapid remote diagnosis, engineering guidance, software updates, and proactive health checks, ACTS reduces downtime, accelerates issue resolution, and helps you maintain peak performance for Voice over IP, SBCs, gateways, and UC solutions.