AUDC Support Service Policy

Service Policy
SERVICE POLICY
1. ANNUAL SOFTWARE SUPPORT PROGRAMS:
Standard Support Program

The Standard program includes:
• Unlimited Level 3 remote technical support for a 12 months
period during normal business days and hours, 9x5 (0900-18:00,
5 days a week) local time at the AudioCodes’ site providing the
support.
• Free software patches and Maintenance Releases.
This program can be purchased to provide support services during or beyond the
warranty period. For pricing information please call your account manager.
Enhanced Support Program

The Enhanced program includes:
• Unlimited Level 3 remote technical support for a 12 months
period during normal business days and hours, 9x5 (0900-18:00,
5 days a week) local time at the AudioCodes’ site providing the
support.
• Free software upgrades - Major Version Releases.
Premium Support Program

The Premium program includes:
• Unlimited Level 3 remote technical support for a 12 months period around the
clock, 24x7 (24 hours a day, 7 days a week) for problems of Urgent Priority Level
and 9x5 (0900-18:00, 5 days a week) local time at the AudioCodes’ site providing
the support, for other priority levels’ problems.
• Free software upgrades - Major Version Releases.
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Service Policy
2. PRIORITY LEVELS
The priority level is based on the information provided by the end user/ Customer on the
impact that the problem has on the system’s performance.
Priority Level Service Impact
Urgent • System is down or service is unavailable or severely degraded

• Safety issue
• No work around exists
High • Service affected

• Ability to administer the product is lost
• No work around exists
Medium • Ability to administer the product is affected and work around exists
Low • Not affecting service or performance
3. LEVELS OF SUPPORT
a. Levels 1-2 of support shall be performed by AudioCodes’ Customer (i.e.
channel partner, reseller, system integrator or direct customer) and
includes the following responsibilities.
Actions
Levels 1-2 • Provide primary support for installation, configuration and

provisioning related activities
• First contact to accept the end customer/ user call
• Collect all required relevant data, logs, traces and files about
Operational the problem. Provide these to Level 3 if escalating to them
Support • Make its best effort to solve the problem. If unable to solve,
provide initial guidance towards resolution
• Provide on-site support when necessary
• If necessary, perform hardware replacement and RMA
screening
• Escalate problems that cannot be resolved to Level 3
• Provide status updates to the end user. Follow up status until
problem is closed
• Distribute and implement software patches, fixes, updates and
major releases

Service Policy
b. Levels 3-4 support shall be provided by AudioCodes. Level 3 Support

activities require system engineering level technical support expertise
and provision of timely and accurate (i) determination of product defects
and (ii) resolution plans.
Actions
Levels 3-4 • Handle and resolve configuration and setup

problems that cannot be resolved by Levels 1-2
• Analysis of logs, traces and processor dumps
• Engineering Support - development, test and
Engineering release of s/w and firmware corrections
Support • Provide Permanent Solution
4. RESPONSE TIMES
Response time is determined by the nature of the reported problem taking into account its priority
level.
Priority Level Targeted Response Status Targeted Resolution

Time Update
Urgent 4 hours Daily Software patch as soon as possible
High 8 hours Twice a week Software patch within 30 days
Medium 16 hours Weekly In a major or maintenance

scheduled release within 180 days
Low 16 hours Bi weekly In a major or maintenance

scheduled release within 180 days
The above given Response Times are AudioCodes business hours / days in case of
Standard/ Enhanced Support Programs and absolute time periods for Urgent Priority Level
problems in case of the Premium Support Program.
5. EXTENDED HARDWARE WARRANTY

AudioCodes offers extended hardware warranty to extend the original factory warranty as it
relates to hardware but excluding any support on embedded or accompanying software. The
extended hardware warranty includes unlimited repairs for properly used Contracted Equipment
for the contract period of this extended hardware warranty so that they conform to the hardware
specifications. The extended warranty is for the contract period of this extended hardware
warranty or 90 days from the date of shipment of the repaired product, whichever date is later. To
the extent extended hardware warranty does not immediately follow on from the expiry of the
original factory hardware warranty, customers may be requested to sign a declaration as to the
good working condition of the equipment, allow for it to be inspected and pay a reinstatement fee.
Extended hardware warranty may be subject to a maximum extension/renewal period.
For pricing information please call your account manager.

Service Policy
6. PARTS ADVANCE REPLACEMENT SERVICE

AudioCodes offers, in selected locations, parts advance replacement service for commonly
used FRUs (Field Replaceable Units).
• Replacement part will be shipped out to Customer by a time period specifically

agreed upon when ordering such service, depending on the time during the day
when an RMA request is received, the location of the supplying AudioCodes
warehouse and other parameters.
• AudioCodes may invoice Customer for shipping costs in case Customer requests
to ship the replacement part to a location, other than the Customer main address.
• The parts advance replacement service shall apply to both in and out of warranty
cases. However, different rates/fees apply.
• Replacement parts/Products may be reconditioned or previously repaired
parts/Products.
• The warranty for the replacement part is for the contracted period of this parts
advance replacement service or 90 days from the date of shipment of the
replacement part/product, whichever date is later.
• Customer shall return the faulty FRU within 30 days to AudioCodes.
• In case faulty FRU is not returned to AudioCodes within 30 days,
AudioCodes shall invoice Customer for the FRU purchase price.
• Parts advance replacement service may be subject to a maximum
extension/renewal period.
7. ON-SITE SUPPORT
On-site support to end-customers is typically provided by AudioCodes’ Customer (i.e.
channel partner, reseller and system integrator). In case where AudioCodes expertise is
required on-site this service is made available at certain charges. This relates to installations
and complex problems that could not be resolved remotely in reasonable time.
8. TRAINING
Technical Training courses are offered either at AudioCodes central locations or at Customer
premises. Multi–customers courses are published on AudioCodes web-site and customized /
dedicated session should be coordinated well in advance.

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Service Policy

1. ANNUAL SOFTWARE SUPPORT PROGRAMS:

Standard Support Program

Enhanced Support Program

Premium Support Program

Revision 07/2008 Page 1 of 4

Priority Level Service Impact

Urgent • System is down or service is unavailable or severely degraded

High • Service affected

Low • Not affecting service or performance

Levels 1-2 • Provide primary support for installation, configuration and

Revision 07/2008 Page 2 of 4

b. Levels 3-4 support shall be provided by AudioCodes. Level 3 Support

Levels 3-4 • Handle and resolve configuration and setup

Priority Level Targeted Response Status Targeted Resolution

Urgent 4 hours Daily Software patch as soon as possible

High 8 hours Twice a week Software patch within 30 days

Medium 16 hours Weekly In a major or maintenance

Low 16 hours Bi weekly In a major or maintenance

5. EXTENDED HARDWARE WARRANTY

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6. PARTS ADVANCE REPLACEMENT SERVICE

• Replacement part will be shipped out to Customer by a time period specifically

Revision 07/2008 Page 4 of 4

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