Channel Managed Packaged Services (CHAMPS)

Channel Managed Packaged Services (CHAMPS)
AUDIOCODES CHAMPS IS A COMPREHENSIVE PROGRAM FOR SERVICE PARTNERS
The program is offered to certified CHAMPS partners and includes all the components needed for supporting customers.
CHAMPS lets you take advantage of:
- One point of contact for all AudioCodes product support needs
- 24x7 access to AudioCodes support desk, support engineers and product experts
- Online service request system that allows ticket creation, status updates and notifications
- Fast response times, prioritization, and incident escalation
AUDIOCODES CHAMPS IS TAILORED TO YOUR SOLUTIONS AND TO CUSTOMER NEEDS
AudioCodes values the relationship with its service partners. We provide you with personalized tools to provide better and faster
service to end customers:
• Telephone and email support
• Latest product updates and software releases
• New product offerings from AudioCodes
• Ongoing staff training
Access to AudioCodes Technical Support Center
• Telephony access to the AudioCodes Technical Support Center:
- Service partner access during regular business hours (9x5) or anytime availability (24x7)
- Channel-managed end customer access to AudioCodes support in high severity escalations
• Back-to-back Service calls for Tier/Level 3 or 4 support, including relevant information gathering and priority-based escalation of Tier/Level
3 and 4 incidents
• Quick and effective support for day-to-day operational issues and problems arising from deploying and maintaining AudioCodes products in
various network configurations
• Access to Field Application Engineers (FAEs) with in-depth knowledge and understanding of best practices and customer-specific applications
to resolve complex technical issues
• Experienced product experts, backed by the AudioCodes development team, to resolve any issues related to AudioCodes products, and
ensure timely delivery of product updates
• AudioCodes dedicated development resources are available to resolve issues related to products deployed in the field
iSupport
The CHAMPS program includes access to AudioCodes iSupport, a web-based system for creating and managing service requests. With iSupport,
the CHAMPS partner can create a specific search and view each service request’s information, such as status, problem summary, response date
and time of last update.
Channel Managed Packaged Services (CHAMPS)
Hardware Return and Repair Service
The hardware return and repair service included in the CHAMPS program allows CHAMPS partners to return a defective part for repair, and in
return, receive back the repaired/replaced hardware. Typical Repair and Return time is 10 business days (within maximum 30 calendar days).
Advance Hardware Replacement Service
The Advance Hardware Replacement Service can be purchased as an add-on to the CHAMPS program. With this service, the replacement part is
typically shipped out to the customer by the end of the same or next business day (depending on when the call is received) following the service
call. The customer must return the defective part within 30 days, in order to avoid being invoiced for the full purchase price of the part.
The above services are delivered for the duration of the agreement, which can be purchased for one year (minimum) or several years in advance.
CHAMPS does not include Installation and Implementation service (which can be ordered separately)
Unstallation and Implementation Service
Installation and Implementation services include remote and onsite implementation and commissioning options to deploy and install AudioCodes solutions. These services can be ordered in addition to the CHAMPS program.
How to Qualify as a CHAMPS Partner
CHAMPS partners must qualify for eligibility based on their ability to provide quality service to end customers. Partners who have fulfilled the
minimum training and personnel requirements are eligible. Potential CHAMPS partners should contact an AudioCodes sales representative to
find out how they can qualify as a CHAMPS partner (http://www.audiocodes.com/contact).
HOW TO BUY?
CHAMPS services can be acquired from AudioCodes Distributors in most locations. CHAMPS service is delivered directly to the CHAMPS partner,
who in turn provides comprehensive and direct services for AudioCodes products to end customers. For more information please contact your
local AudioCodes Sales office: http://www.audiocodes.com/contact.
About AudioCodes
AudioCodes Ltd. (NasdaqGS: AUDC) designs, develops and sells advanced Voice over IP (VoIP) and converged VoIP and Data networking products and applications to
Service Providers and Enterprises. AudioCodes is a VoIP technology market leader focused on converged VoIP & data communications and its products are deployed
globally in Broadband, Mobile, Enterprise networks and Cable. The company provides a range of innovative, cost-effective products including Media Gateways,
Multi-Service Business Router, Session Border Controllers (SBC), Residential Gateways, IP Phones, Media Servers and Value Added Applications. AudioCodes’
underlying technology, VoIPerfectHD™, relies on AudioCodes’ leadership in DSP, voice coding and voice processing technologies. AudioCodes High Definition (HD)
VoIP technologies and products provide enhanced intelligibility and a better end user communication experience in Voice communications.
International Headquarters
1 Hayarden Street,
Airport City
Lod 70151, Israel
Tel: +972-3-976-4000
Fax: +972-3-976-4040
AudioCodes Inc.
27 World’s Fair Drive,
Somerset, NJ 08873
Tel:+1-732-469-0880
Fax:+1-732-496-2298
Contact us: www.audiocodes.com/info
Website: www.audiocodes.com
©2013 AudioCodes Ltd. All rights reserved. AudioCodes, AC, HD VoIP, HD VoIP Sounds Better, IPmedia, Mediant,
MediaPack, OSN, SmartTAP, VMAS, VoIPerfect, VoIPerfectHD, Your Gateway To VoIP and 3GX are trademarks or
registered trademarks of AudioCodes Limited. All other products or trademarks are property of their respective
owners. Product specifications are subject to change without notice.
Ref. # LTRM-20076 03/13