Support plans

Overview

Support Plans allows you to manage the level of technical assistance you receive for your Live Hub account. Every account begins with a free Basic plan. For improved issue resolution and faster response times, you have the option to upgrade to one of the paid support plans: Pro or Premium.

Access and upgrade support plan

Access and manage your support plan.

1. Click Help Center at the top right of the page, and select Support plans.

2. If you want to upgrade to the Pro plan, in the 'Pro' column, click Choose plan.

   

3. If you want to upgrade to the Premium plan, in the 'Premium' column, click Choose plan.

   

Available support plans

There are three levels of support available:

• Basic: Offers Best effort support coverage.

• Pro: Provides support 9 hours per day, 5 days a week.

• Premium: Provides 24/7 support coverage.

Response times and incident management

Paid plans offer significantly faster response times compared to the Basic plan, especially for higher priority issues.

Incident management for accounts with the Basic plan is handled via Email support. Accounts with Pro or Premium plans access support by opening tickets through the AudioCodes’ Service Portal. Phone support for incident escalation is also available for Pro and Premium plans.

Pricing

For details, see Live Hub pricing on the AudioCodes website.

Manage your plan and billing

You can change your support plan at any time.

• When you upgrade from Basic to Pro or Premium, you confirm the purchase and set an email address for notifications. Billing for the paid plan begins for the relative period of the current month.

• If you switch from a Pro or Premium plan back to Basic (cancel), you will be billed for the current month under the previous plan, and the change to Basic will take effect at the beginning of the following month.

• If you change between the Pro and Premium plans, billing for the new plan starts next month; you will be charged for the previous paid plan during the current month.

• If multiple plan changes occur within a single month, the account is typically charged based on the plan active at the beginning of the month, unless starting with Basic and then purchasing a paid plan, in which case the charge is based on the first paid plan configured.

For Pro and Premium plans, a Contract Number will be displayed, which is necessary for opening support tickets via the Service Portal. You can also use the "Manage plan" option to update the email address used for notifications.

Contact support

The method for contacting support differs based on your plan:

• If your account has the Basic plan, you will use the standard Contact Support form. See Help & support options.

• If your account has a Pro or Premium plan, you will be directed to register and open a ticket through the Service Portal.