AudioCodes Partner Solution Support (APSS)

AUDIOCODES APSS IS A COMPREHENSIVE PROGRAM FOR MICROSOFT PARTNERS The program is offered to certified APSS partners, who provide Lync system integration and customer-facing support for AudioCodes CloudBondTM 365. It includes all the components needed for supporting your customers.

APSS lets you take advantage of:- One point of contact for all of AudioCodes CloudBond 365 products - 9x5 or 24x7 support options in order to tailor back-to-back Service Level Agreements with your customers- 24x7 access to AudioCodes support desk, support engineers and product experts - Online ticketing system that allows ticket creation, status updates and notifications - Fast response times, prioritization, and incident escalation

AUDIOCODES APSS IS TAILORED TO YOUR SOLUTIONS AND TO CUSTOMER NEEDS AudioCodes values the relationship with its Microsoft Partners. We provide you with personalized tools to allow you to provide better and faster service to end customers: • Tier/Level 3 and 4 technical support by AudioCodes Field Application Engineers (FAEs)

• Telephone and email support

• Latest product updates and software releases (not including updates and upgrades for Windows Operating Systems or Applications)

• New product offerings from AudioCodes

• Ongoing staff training

Access to AudioCodes Technical Support Center • Telephony access to the AudioCodes Technical Support Center

• Online ticketing system (Services Portal)

• Service partner access during regular business hours (9x5) or anytime availability (24x7)

• Back-to-back Service calls, including relevant information gathering and priority-based escalation of Tier/Level 3 and 4 incidents

• Partner-managed end customer access to AudioCodes support in high severity escalations

• Quick and effective support for day-to-day operational issues and problems arising from deploying and maintaining CloudBond 365 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

APSS for CloudBond 365

©2017 AudioCodes Ltd. All rights reserved. AudioCodes, AC, HD VoIP, HD VoIP Sounds Better, IPmedia, Mediant, MediaPack, What’s Inside Matters, OSN, SmartTAP, User Management Pack, VMAS, VoIPerfect, VoIPerfectHD, Your Gateway To VoIP, 3GX, VocaNom, AudioCodes One Voice and CloudBond 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-20022 03/17

International Headquarters1 Hayarden Street,Airport CityLod 7019900, IsraelTel: +972-3-976-4000Fax: +972-3-976-4040

About AudioCodesAudioCodes Ltd. (NASDAQ, TASE: 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 and 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 Routers, Session Border Controllers (SBC), Residential Gateways, IP Phones, Media Servers, Value Added Applications and Professional Services. 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. For more information on AudioCodes.

AudioCodes Inc. 27 World’s Fair Drive, Somerset, NJ 08873Tel:+1-732-469-0880 Fax:+1-732-469-2298

Contact us: www.audiocodes.com/info Website: www.audiocodes.com

AudioCodes Partner Solution Support (APSS)

Services PortalThe APSS program includes access to AudioCodes Services Portal, a web-based system for creating and managing support tickets. With Services

Portal, the APSS partner can create a specific search and view each support ticket’s information, such as status, problem summary, response date

and time of last update.

Hardware Return and Repair ServiceThe hardware return and repair service included in the APSS program allows APSS 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 ServiceThe Advance Hardware Replacement Service can be purchased as an add-on to the APSS 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. APSS does not include Installation and Implementation service (which can be ordered separately)

Installation and Implementation ServiceInstallation 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 APSS program.

How to Qualify as a APSS PartnerAPSS 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. See http://www.audiocodes.com/APSS-partner-program for becoming an APSS partner or contact an AudioCodes sales representative (http://www.audiocodes.com/contact).

HOW TO BUY?APSS services can be acquired from AudioCodes Distributors in most locations. APSS service is delivered directly to the APSS partner, who in

turn provides comprehensive and direct services for CloudBond 365 products to end customers. For more information please contact your local

AudioCodes Sales office: http://www.audiocodes.com/contact.