Polycom Global Services

Polycom

Global Services

Support Services

Polycom® Global Services wants to help you select the best support option for your needs. We understand your decision will be based on many factors unique to your business environment, which is why our service options are designed to provide the right level of assistance and technical expertise, when and where you need it.

Why purchase support?

•   Most communications and IT departments cannot address all of their users’ IT  needs, especially those relating to conferencing and collaboration.

•   Because technology is constantly changing, it’s hard to keep up with the latest  innovations and software updates, including those in the conferencing world.

•   It’s a competitive advantage when you have access to unlimited support for technical  questions, to obtain replacement parts and get important software updates, in  addition to increasing uptime and fully utilizing all your conferencing solutions.

•   Purchasing support services helps drive adoption and usability, allowing customers  invested in a collaboration solution to maximize their return on investment (ROI).

•   Saving time, money and resources by giving direct access to your own account- specific service manager and engineering resource (Advantage Plus).

Which Polycom support service best fits your needs?

Choose Polycom Premier if:

•   You have your own in-house technical collaboration experts available to cover your  conferencing usage and address most collaboration challenges.

•  Some service interruptions are acceptable as your need for support isn’t mission  critical, and technical telephone support during normal business hours can meet  your needs.

•  Once Polycom’s technical telephone support team has diagnosed a problem,  receiving replacement part(s) the next business day works well for you, and there’s  no need for same-day problem resolution (24x7 support).

Choose Polycom Premier Software if:

•  You’ve purchased a Polycom software-only solution, and want to access upgrades  and updates as they are released.

•  You require a similar service level to Polycom Premier, without needing advance  parts replacement.

Choose Polycom Advantage if:

•  You want 24x7 priority access to technical experts who know your environment.

•  You need a premium service offering insight into your video usage.

•  You have limited technical staff or don’t have video conferencing experts in-house.

•  Senior executives or other high profile individuals are utilizing your Polycom solution.

Supplement Advantage with Advantage Plus if you want to:

•  Get the highest level of response and resolution to service requests.

•  Enjoy a closer business and technical relationship with Polycom subject  matter experts.

•  Maximize ROI by increasing successful enterprise-wide adoption of your  video solution.

•  Reduce risk and the impact of changes throughout the Polycom solution  lifecycle.

•  Augment your internal IT resources with conferencing and collaboration  solutions expertise.

•  Select only the modules—Business Critical Support (BCS), Infrastructure  Remote Monitoring (IRM) and Technical Account Management (TAM)—that  meet your business needs.

 -  BCS is intended to provide the highest level  of response and resolution for organizations  seeking the maximum degree of video network  performance.

 -  IRM provides always-on 24x7 remote monitoring  of Polycom Infrastructure products, higher  reliability and uptime for mission critical Polycom® 

RealPresence® solutions, and decreased demand  on your internal IT resources.

 -  TAM is a proactive, personalized support program  developed for enterprise accounts with mission  critical Polycom solutions that are seeking a  consultative relationship with Polycom.

Note: Advantage Plus is a modular service which requires all Polycom Infrastructure  to be covered under an active Polycom Advantage service agreement.

Feature comparison Premier Advantage Advantage Plus Business 

Critical  Support

Infrastructure  Remote  Monitoring

Technical  Account  Management Local business hours (Monday-Friday) 

telephone support  ■

24x7 access into TAC priority queue ■

24x7 access to BCS team of experts ■

Advance parts replacement ■ ■

Software updates and upgrades ■ ■

Escalation management ■ ■

Online support tools, including access to 

Polycom Support Portal ■ ■

Adoption Portal—Starter Edition ■

Analyze and proactively drive customer 

use of the Adoption Portal ■

Monthly utilization reporting¹ ■

Bi-annual benchmark reporting¹ ■

Utilization and benchmark analysis and 

recommendations ■

Polycom® RealAccess™ asset management² ■

Infrastructure asset tracking ■

Site based entitlement³ ■

Central storage of customer’s 

environment ■

Software version availability and update 

notifications ■ ■

Software version control ■ ■

Provide access to MOPs (Methods of 

Procedure), release notes, issues ■

Root cause analysis ■

Next Business Day onsite support⁴ Optional Optional 4-hour onsite response (includes 

replacement parts)⁵ Optional Optional

Infrastructure Remote Monitoring⁶  ■

Onboarding process for remote 

monitoring ■

Remote monitoring ■

Active and passive monitoring ■

Alarm suppression and correlation ■

Incident management ■

Assigned Technical Account Manager^6,7  ■

Primary technical sponsor and point of 

contact ■

Program status updates at regularly 

scheduled business review meetings ■

Feature comparison Premier Advantage Advantage Plus Business 

Critical  Support

Infrastructure  Remote  Monitoring

Technical  Account  Management

Remote onboarding and annual review ■

Face to face onboarding with annual visit 

in following years Annual

Onsite orientation for new complex 

Infrastructure implementations ■

Providing Polycom best practices ■

One week (5 business days) consulting 

time with solution consultant Annual

Monitor and co-ordinate efforts of cross-

functional teams ■

Ensure compliance with standard 

processes, policies and procedures ■

Document lessons learned and support 

continuous improvement ■

Report on service performance metrics ■

Provide technical input for changes in the 

customer’s Polycom UC solution ■

Provide up to date Polycom product and 

service roadmaps⁸ ■

Online access to software updates, 

training and reporting ■

Monitor program quality issues or 

enhancement requests ■

Report on Service Level Objectives (SLOs) 

for service performance metrics ■

Maintain copy of customer network 

configuration ■

Review options for software upgrade plan,  technology/product migrations or multi- product solution upgrade and provide  optimal recommendation

■

1   Users must have a registered Resource Manager in order to turn on the reporting capabilities.

2  May be subject to onboarding fee.

3  Entire install base of product must be under Business Critical Support coverage to qualify for site entitlement.

4  NBD onsite support is available as an option to the Advantage, Premier, or ImmersiveCare service programs.

5  4-hour response is available for specific products and locations, as detailed on http://support.polycom.com.

6  Requires BCS.

7  Technical Account Management is available for customers with qualifying Advantage services. Table shows typical TAM deliverables. Actual deliverables will depend  on individual customer needs.

8  Requires signed NDA.

Features

Technical telephone support: Provides first-come, first-serve access to technical support engineers who assist in solving issues  by phone. Business hours support is available during normal business hours in the designated support center’s local time Monday  through Friday, or in accordance with your agreement (excluding national and local holidays observed by Polycom). 24x7 support  is available around-the-clock, 365 days a year.

Advance parts replacement: Provides expedited replacement of all covered or failed hardware parts. If technical phone support  determines there is a hardware part failure or if there is an obvious malfunction, a replacement part will be dispatched on the  same day for next business day delivery. Local pick-up time restrictions and customs delays may affect actual delivery time in  some regions.

Software updates and upgrades: Major software releases provide you with major features and functionality, and minor software  updates correct software errors. You can download both at your convenience or set up automatic downloads.

Escalation management: Consistent problem diagnosis processes are utilized to minimize downtime and drive rapid hassle-free  problem resolution (BCS, TAM).

Online support: Provides access to the Polycom Support Portal and extensive KnowledgeBase, including technical tips, search  and query functions, the latest product documents and software downloads, an RMA resource page, software activation  assistance, product registration and many other features.

Adoption Portal—Starter Edition: An online resource for users of a Polycom® RealPresence® video solution, with on-demand  video tutorials, how-to’s, frequently asked questions, blogs etc. to help drive end user adoption of your collaboration solution.

Monthly utilization reporting: On request, Polycom will provide a monthly utilization report for all endpoints covered under the  Advantage service. This standardized report will be based on data from your Polycom Resource Manager for the previous month,  and summarizes the total number of calls and minutes as well as utilization statistics for each Polycom video endpoint registered  to the system.

Bi-annual benchmark report: Customers who receive monthly utilization reports will also receive a benchmark report every six  months. This standardized report is based on the Endpoint Usage Report exported and submitted to Polycom from your Resource  Manager. The report focuses on key metrics that are benchmarked against other organizations utilizing video as part of their  collaboration strategy. 

Polycom RealAccess asset management: Maintains an asset list of all Polycom products covered under an Advantage service  contract. With a BCS contract, Polycom will add Infrastructure asset tracking.

Site-based entitlement: Allows customers to open up a Service Request based upon a unique site identification number rather  than through specific model and serial number verification. (BCS)

Central storage of your environment: Information provided by the customer about their Polycom Infrastructure environment will  be stored and available for access by all Business Critical Support engineers. (BCS)

Software version availability and update notifications: Polycom will communicate new software releases when generally  available, and review and make recommendations about the new release and its impact on your environment (BCS, TAM).

Software version control: An engineer will work with you to recommend, plan deployment and provide oversight of all hardware  and software product upgrades (BCS, TAM).

Access to MOPs, release notes, issues: Ensures documented methods of procedure are available prior to any major software  changes in your Polycom solution (BCS).

Root cause analysis: Includes preventative measures to identify the cause of priority one issues, in addition to diagnosing,  identifying and recommending remedial steps to avoid a recurrence of the issue (BCS).

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About Polycom

Polycom helps organizations unleash the power of human collaboration. More than 400,000 companies and institutions 

worldwide defy distance with video, voice and content solutions from Polycom. Polycom and its global partner ecosystem provide  flexible collaboration solutions for any environment that deliver the best user experience and unmatched investment protection.

Next business day onsite support: An optional service where an engineer will visit your site to resolve technical problems that  cannot be resolved remotely.

4-hour onsite response: An optional service, 4-hour response is available for specific geographical locations and specific  Polycom product types.

Infrastructure Remote Monitoring: Always-on 24x7 remote monitoring of Polycom Infrastructure products, for faster problem  identification and resolution with minimal or no customer involvement (IRM).

Onboarding process for remote monitoring: Provides a Release Engineer to manage the onboarding process to bring your  monitoring service online (IRM).

Remote monitoring: Infrastructure devices are remotely monitored on an ongoing, global 24x7x365 basis, with more than 85% of  possible issues resolved remotely (IRM).

Active and passive monitoring: Active monitoring provides greater than 50% proactive detection. Passive monitoring covers all  alarms associated with SNMP traps based on the device alarm profile, and identifies critical alarms (IRM).

Alarm suppression and correlation: Multiple alarms may be suppressed and correlated into a single incident, with all relevant  subsequent alarms being posted against this incident (IRM).

Incident management: For events identified as requiring Incident Management response, Polycom will create a Service Request  and initiate the workflow for the response (IRM).

Assigned Technical Account Manager: Your assigned TAM’s goal is to help you grow, manage and optimize your Polycom  investment and achieve your desired business outcomes.

Primary technical sponsor and point of contact: Your TAM is dedicated to the success of your organization and acts as a  facilitator between you and Polycom.

Program status updates at regularly scheduled business review meetings: Your TAM will conduct regular review meetings with  your designated representative, typically quarterly.

Remote onboarding and annual review: Annual reconciliation to determine the level of service required for the following year (BCS).

Customer-specific TAM deliverables: While actual deliverables will depend on your specific needs, your TAM will be responsible  for activities to help you grow, manage and optimize your Polycom investment and achieve your desired business outcomes.