Hardware and Software Only Support Services

Flexible support options to meet customer needs

Polycom Hardware and Software Only Support services provide customers with a choice of flexible support services to meet their needs and budget requirements.  Improving customer satisfaction through remote technical telephone support or hardware replacement (service dependent), customers benefit from a decreased total cost of ownership, the level of support service that they require, remote telephone support and access to a team of product specialists
 

Polycom Technical Support for Endpoints service provides Customers with Polycom voice endpoints who require support for their production environment with 8x5 technical telephone support, software support, escalation within Polycom, and access to Polycom’s enhanced support portal.
  
Polycom Limited Lifetime Hardware Replacement service provides either next business day hardware replacement or 10-Day hardware Return to Factory hardware replacement on eligible desktop and conference phones until the end of service date provided when the product is announced End of Sale.

 

Polycom Technical Support for Endpoints service

This service is applicable for Customers who have completed the initial feature mapping and provisioning component of endpoint deployment and require support for their production environment.

  • Remote technical support, software upgrades and updates and access to Polycom’s enhanced support portal http://support.polycom.com
  • Remote technical support during business hours (9 am to 5 pm local time based on the location of the endpoint, five days a week excluding recognized Polycom holidays)
  • Enhanced basic warranty service for one year of service

 

Polycom Limited Lifetime Hardware Replacement service

The service is purchased at the same time as the eligible phone/s and provides hardware replacement for the Limited Lifetime of the phone.

  • Tier 1 support during normal business hours (9 am to 5 pm) based on the location of the endpoint, five days a week, excluding recognized Polycom holidays
  • There are two parts replacement options for this service either:
    • Next Business Day - Polycom ships an advance replacement part for next business day delivery, subject to customs, or
    • 10-Day Return to Factory – Polycom ship within ten days after Polycom receive the Customer’s defective phone with a hardware defect or failure a replacement phone

 

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