We are authorized resellers for both Partner
Premier and Polycom Premier Services. Polycom requires a service contract for most new video codecs - from November
2009. Partners are the major distributors of Polycom
Products. Polycom underwrites and supervises these Partner services. Polycom also
provides Premier services directly to end users.
For each system covered, you can just call the
provided 800 number, mention the serial number of
your system, and then get help from the service desk. If replacement
parts (or even complete replacement systems) are required, they would be
shipped out at no cost.
The Partner Premier Services add extra features to the
Polycom Premier Service offerings . . . and they are less
expensive.
services/polycom/SSC_TotalCoverage_OS3_2011.pdf
The main features added by the Partner Premier
Services are:
- Unlimited Training
- Remote Installation Support
- Additional Tech Support Groups
The direct Polycom Premier Services are a good
alternative in some situations, particularly for some legacy Polycom systems, for some remote locations, for on-site
services, etc. Also
there are equivalent Polycom Premier services available in most international countries.
The Polycom Premier Service plans, include:
- Advance Replacement Parts Shipped Priority
Level Same Business Day, Telephone Technical Support in Principle Period of
Maintenance (PPM), Software Updates, & Software Upgrades, as available.
The principal value in any of the Premier service
plans is because under the standard warranty there are some specific
limitations:
- Customers will receive a 90 day software warranty and 1 year
hardware warranty, from date of purchase
- The hardware warranty period includes 30 day return-to-factory repair
- The software warranty period includes software updates (bug fixes)
- Software upgrades are not included in the software warranty period – a
valid support contract is required in order to receive software upgrades at
no additional charge
The Polycom AdvancedAccess Service plans:
services/polycom/advancedAccess_datasheet_2011.pdf
The Right Level of Support to Fit Your Needs
Polycom AdvancedAccess Support is available 24x7 and provides priority
routing to the AdvancedAccess Team through our technical call center. During
business hours, an Assigned Service Engineer (ASE) will use their
familiarity with your Polycom assets and environment to efficiently manage
your technical support requests to resolution. By building AdvancedAccess on
the service deliverables of our Premier family of services and ImmersiveCare
services, we offer you response-level choices.
If you select AdvancedAccess Premier Onsite, you choose to receive onsite
assistance, with a Polycom engineer going to your site to resolve a
technical problem.
If you require advanced parts replacement shipped to your site, you can
select AdvancedAccess Premier and receive the replacement parts and remote
telephone technical assistance.
Both these services give you access to telephone technical support during
business hours, software upgrades and updates as released, and 24 x 7 access
to our online support portal.
And for Immersive Telepresence System support, you would select
AdvancedAccess ImmersiveCare.
Polycom AdvancedAccess Support is the first step to accessing our
advanced service capabilities. As your communications strategy becomes more
mission critical, you will also have the opportunity to transition to
Polycom Elite Service, for proactive support service with assigned engineers
and managers who work directly with you to make sure your solution meets
your business needs and runs at optimal performance.
Other
available service offerings include:
NW Service: These are limited services for
legacy Polycom systems, such as Polycom ViewStation and VSX Systems, that
are past their Polycom defined service end-of-life date. The NW
Service covers codecs & cameras, not carts or monitors. Software upgrades
are no longer available for these legacy systems, just advanced replacement
warranty, and similar software revisions & options on a replacement. A
pre-inspection fee & testing may be required, and written confirmation that
the system is in working condition prior to coverage start. Replacement
units are shipped via ground typically within 1 business day of the trouble
call. Faster shipping is available at an additional charge. This service is
provided by an independent service company.
Installation: Pre-Installation Coordination On-site service professional Live System
Test Product orientation for up to 4 students
Implementation Service: Pre-Installation Coordination Project Management On-site service
professional Project Management Database Development, Loading and Testing
Solution orientation for up to 4 students
Elite: Available only as an enhancement to Premier or Premier Plus. Not
available separately. Enterprise Support Manager Enterprise Support Engineer
Periodic Status Meetings 7X24 Extended Telephone Technical Support Dedicated
Access Line Version Control
Premier Plus: Next Business Day On-Site Labor & Advance Replacement Parts Telephone
Technical Support in Principle Period of Maintenance (PPM) All Parts, Labor,
and Travel Included Software Updates & Software Upgrades, as available
Time and Materials:
NSD Products : On-site labor per
incident
Video / Voice Products: On-site labor per incident
Per Incident T&M Support: The resolution of the initial problem / issue as
reported by the customer.
Polycom reserves the right to request an additional fee for continuing
service when it determines that a problem is not related to the original
incident.
Time & Materials prices are non-discountable. Response time is subject to
engineer availability. Applicable in Principle Period of Maintenance (PPM)
only - 8:00 am to 5:00 p.m., local time, Monday through Friday, excluding
Polycom recognized holidays.
All other products: per hour, billed portal to
portal. T&M rates are non-discountable. Response time is subject to
staff/engineer availability.
Applicable in Principle Period of Maintenance (PPM) only - 8:00 am to 5:00
p.m., local time, Monday through Friday, excluding Polycom recognized
holidays.
Extended Technical Phone Support:
As an add-on to select Polycom
service agreements, customers can purchase Extended
Technical Telephone Support (ETS), for around the clock technical telephone
support services.
A Technical Support Engineer will return telephone calls initiated outside
the Principle Period of Maintenance (PPM) within two hours of when the
call is logged.
The term of the ETS contract must coincide with the term of the system
maintenance service contract.
Flat Panel (excluding
the Executive Collection):
Mounting Support - The customer is responsible for the installation of wall
mounting brackets, etc. for the flat panel.
Installation Support - Polycom will install the camera, connect the Flat
Panel to the codec and perform a system test as part of the normal codec
installation support.
Maintenance Support - The Flat Panel is NOT covered under the video system
maintenance contract unless it is part of the Executive Collection.
Otherwise, additional maintenance must be purchased to cover the Flat Panel
option .
Flat Panel with the Executive
Collection:
Mounting Support - The customer is responsible for installation of the wall
mounting brackets for the flat panel.
Pre-Contract Inspections/Certification
Information:
For video conferencing systems not installed by Polycom, and/or for a video
conferencing system where a 90 day lapse in maintenance contract or
warranty end date has occurred, Polycom may require a pre-contract inspection prior
to accepting the equipment under a maintenance contract.
Installation Information:
The system installation price includes all options and "standard"
collaboration tools (excludes Media Center Carts with CRT, LCD or Plasma
displays) purchased from Polycom that are installed coincident with the
system. Additional charges will apply if installation of an option and/or
collaboration tool is not coincident with System installation.
An Incomplete Video Product Installation Visit due to factors beyond
Polycom control will be charged.
For NSD product upgrades (hardware or software) after the initial
installation, the on-site service price is charged
per system, per day, or current install cost of a new system, whichever
is lower at time of upgrade installation.
System Relocation:
Polycom will perform system relocation for a fixed fee during PPM, 8:00 am
to 5:00 p.m. local time, Monday through Friday, excluding Polycom holidays.
It is the customer's responsibility to coordinate the shipment of the
equipment from one location to another. Please contact us
for a custom quotation.
Note 1: Same Location = Installation in campus environment or same
building
Note 2: 2 Locations = Installations performed in two separate trips
typically different cities.
Note 3: Installation requests cannot be scheduled until the product has
been shipped and received by the customer and a site survey or a pre-
installation checklist (product specific) has been completed and returned
to Polycom. Upon completion of these tasks, Installations will be
scheduled.
At this point, a Customer Service Rep will contact the customer and
schedule the installation at the customer's site. Customer should
expect a minimum of a five(5) business day lead time for scheduled
installations from this point
Note 4: Requests for Installations within the 5 day window will be handled
on a "Best Effort" basis and may be subject to an additional expedite fee.
Notes:
1. Pricing is applicable for the Continental United States, Alaska,
Hawaii, and Canada.
2. For Video and Voice Products, service pricing covers complete
system configuration, as purchased from Polycom. There is no need to add
peripheral service pricing into the configuration. Collaboration tools
such as Stands, Document Cameras, VCR, Mics, Scan Converters & Dual CRT
Monitors are included in the base service price. Large collaboration
tools, such as Media Center Carts with CRT, LCD or Plasma Displays,
White Boards, Flat Panel Displays (Except Executive Collection Systems),
and some Projectors are priced separately. Maintenance on peripherals
added after the initial installation, if purchased from Polycom, will be
covered for the same period as the system level maintenance agreement.
3. Principle Period of Maintenance (PPM) - 8:00 am to 5:00 p.m.,
local time, Monday through Friday, excluding Polycom recognized
holidays.
4. The MGC / MGC+ chassis serial number is required on purchase
orders for hardware or software module upgrades to existing MGC / MGC+.
The PO will be returned to the Partner (or customer, if applicable) to
revise if the serial number is missing. If the MGC / MGC+ chassis is
covered under a Polycom service agreement, the hardware or software
module upgrades must also be covered and the service pricing for the
upgrades must be prorated to coincide with the chassis service agreement
end date. If the chassis is not covered, the hardware or software module
upgrades cannot be covered under a Polycom service agreement. If the MGC
/ MGC+ chassis is under a Partner Service Agreement (Partner Premier,
Partner Premier Plus), the service agreement on the upgrades must be the
same type of Partner Agreement with the same Partner.
5. If MGC / MGC+ module upgrades are purchased for preconfigured NSD
promotional bundles, service for the upgrades is priced separately from
the bundle service pricing.
6. To order Service for a Polycom Product that is not under a current
maintenance contract with Polycom, it is required that the Product be
brought to the latest software version level, at the Customer or
Partner's expense at Polycom's then current prices, before a service
order will be accepted by Polycom.
7. Redundant License Packs for Network Systems Software Solutions are
covered under a service agreement on the primary software application at
no extra charge.
