Support plans
Your support plan determines the level of technical support available for your Live Hub account. All accounts start on the Basic plan. You can upgrade to Pro or Premium for additional support options and benefits.
| Basic | Pro | Premium | |
|---|---|---|---|
| Coverage | Best effort | 9 hours a day, 5 days a week | 24/7 |
| How you raise an issue | The Contact support form — see Support | A ticket in the AudioCodes Service Portal | A ticket in the AudioCodes Service Portal |
| Phone escalation | – | ✓ | ✓ |
| Cost | Free | Paid | Paid |
Paid plans provide faster support response times, especially for high-priority issues. The difference is most noticeable for urgent cases that require immediate attention. For current response-time targets and pricing information, see Live Hub pricing.
Pro and Premium accounts include a Contract number. You must provide this number when you create a support ticket in the Service Portal.
Change your plan
Use the Help Center menu to change your support plan at any time.
To change your support plan:
- Click Help Center at the top right of the screen, and then select Support plans.
- In the column of the plan you want, click Choose plan.
- Confirm the purchase, and then enter an email address for notifications.
To change that notification address later, click Manage plan on the same screen.
How a change is billed
When billing starts for a new plan depends on whether you upgrade or downgrade your subscription:
| Change | What you pay |
|---|---|
| Basic to Pro or Premium | The paid plan starts billing immediately, for the remainder of the current month. |
| Pro or Premium back to Basic | The current month is billed at the old paid rate. Basic takes effect at the start of next month. |
| Between Pro and Premium | The current month is billed at the old rate; the new plan starts billing next month. |
If you change plans more than once during a billing month, you are usually charged for the plan that was active at the start of the month.
The exception is when the month begins on the Basic plan and you upgrade to a paid plan. In that case, the charge is based on the first paid plan that you select during that month.