Polycom Advantage Service

Change your perspective on value-added support services step by step

Change your perspective on value-added support services

When your unified communications environment is growing in size, span and complexity, it becomes more difficult to manage your videoconferencing investments effectively, to leverage the latest features as they become available and to ensure the best possible user experience.

But those initiatives are still imperative to the success of your video collaboration solutions.

For large or growing organizations, Advantage Service is the first step to solving those challenges. Advantage Service provides valuable and actionable information on the status and utilization of your collaboration solution, and faster time to problem resolution.


Key benefits of Advantage Service:

  • Provides insight into your video usage to help make timely and informed decisions
  • Increases the success and return on investment of your video collaboration products
  • Gives priority access to experts and support when you need it
  • Improved response time in Poly-enabled ecosystem cloud solutions
  • Primary point of contact for Poly-enabled strategic cloud partner endpoint environments

Optional services to consider in addition to Advantage:

Business Critical Support (BCS)

Intended to provide the highest level of response and resolution for organizations seeking the maximum degree of video network performance. BCS provides access to a specialized team of Poly technical, managerial and administrative experts who can rapidly diagnose problems when they occur, and provide quality analysis of underlying causes of critical issues which may impact your business. The BCS module includes software version update and upgrade recommendations, as well as notification of any published security issues that could potentially affect your Polycom solution.

Business Relationship Management (BRM)

Business Relationship Management (BRM) is available for customers seeking post-implementation support and Poly assistance to grow, manage, and optimize their Polycom investment. The module is delivered through a Business Relationship Manager (BRM) who serves as the non-technical management interface to a designated customer representative for all Polycom service program activities.

Remote Technical Support Engineer (RTSE)

Helping customers maintain their Polycom solution, and achieve desired response and reliability goals when technical assistance is required. The RTSE acts as the customer’s primary technical point of contact, has immediate access to our knowledge base, and is backed by 24x7 remote expertise including tier 3 technical support, research and development, lab systems, and management escalation support to ensure a high level of support and response times.

RTSE is available to customers that maintain an Advantage, Business Critical Support, Elite, or Poly Remote Monitoring and Management services on their Poly solution. Assigned as part of a customized Day 2 support program for customers seeking a closer technical relationship with Poly.

Technical Account Management (TAM)

A proactive, personalized support program developed for enterprise accounts with mission critical Polycom solutions that are seeking a consultative relationship with Poly. The goal of your assigned Technical Account Manager is to help you grow, manage and optimize your Polycom investment and achieve your desired business outcomes. Poly’s TAM teams understand your Unified Communications and Collaboration environment and will build a long-term business relationship by providing technical consulting and best practices that help you grow, manage and optimize your Polycom investment.

Advantage Service includes the following deliverables:

  • Analytics on video utilization and benchmarking
  • Priority 24x7 telephone support and access to technical experts
  • Cloud partner endpoint telephone support
  • Software upgrades and updates
  • Advance parts replacement*
  • Access to online support tools
  • The option of adding onsite support from a customer service engineer during business hours

*Advance parts replacement involves the shipment of parts the same business day for service requests received prior to the local, shipment cut-off time. Delivery is intended for the next business day, but is subject to customs and other external logistics delays.

Customer Stories

Baptist Health Corbin

Baptist Health Corbin uses federal grant money to deliver critical telehealth services to rural America


Polycom Services Portfolio

This brochure provides an overview of the portfolio of services available from Polycom


Advantage Service Data Sheet

Data sheet describing the Advantage Service


Poly Services Reactivation Data Sheet

Learn why customers should reactivate their Poly support services


Business Relationship Management (BRM) Data Sheet

Learn about the benefits of post implementation support


Business Critical Support Data Sheet

Learn about the benefits of the Business Critical Support service


Remote Technical Support Engineer Data Sheet

Learn about the Remote Technical Support Engineer Service


Technical Account Management Data Sheet

Data sheet describing the Technical Account Management service


Premier, Advantage, Support Modules and Elite Supp...

Infographic illustrating the benefits of Premier, Advantage, Support Modules and Elite support services


Investing in support improves technology ROI

The Polycom eBook explains how proactively managing your solutions and investing in support services improves technology ROI


Sample Endpoint Benchmark Report

Sample bi-annual endpoint benchmark report available with the Advantage Service


Sample Endpoint Utilization Report

Sample monthly endpoint utilization report available with the Advantage Service


Support programs focused on customer success

Summarizing our range of support services, their benefits and when transitioning support levels makes sound business sense


Turn your Polycom data into actionable insights

This white paper describes 10 ways to turn Polycom data into actionable insight


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