Polycom Elite Service

Personalized and proactive support for your Polycom solution

Personalized and proactive support for your Polycom solution

Your communications environments are becoming more interdependent as you unify your communications solutions. At the same time, business processes are shifting to rely more heavily on virtual collaboration tools. As a result, your unified communications (UC) environment is becoming more important -- in some cases, mission critical.

So it is key that the team supporting you is familiar with your unique environment and needs.

Instead of providing support for individual products, Polycom Elite Service delivers a holistic support strategy for optimizing the performance of your solution and increasing your return on investment. Elite Service is a proactive, high-touch service that helps you manage your Polycom environment around the world. It provides resources for managing your day-to-day technical requests. And, it keeps an eye on your Polycom investment.

Key benefits:

  • You save time and money, by having direct access to an assigned Elite Business Relationship Manager and Remote Technical Support Engineer as well as prioritized access to Telephone Technical Support, 24 hours per day and seven days per week.
  • You minimize the demand on your internal IT resources, by addressing your needs with expertise that’s directly related to conferencing and collaboration.
  • You minimize risk and impact, through monitoring, assessment, software upgrades and asset management.
  • You maximize your return of investment, by increasing the user adoption of video solutions to enhance business process.

"The greatest benefit of the Elite Service for my team within HSW has been instant access to Polycom technical staff who understand our working environment and have personal experience with our complex infrastructure. The ability to discuss service and development issues with a dedicated business relationship manager has also proved to be invaluable."

  --Stuart Nash
Head of Voice and Video Services, Telecomms Services, Health Solutions Wales

Features of Polycom Elite Service:

  • Business Relationship Manager, who is a direct point of contact for managing all support activities and proactively providing information and advice
  • Remote Technical Support Engineer, who is available to ensure your satisfaction on all the technical aspects of your solution
  • Periodic Business Review Meetings, which give you a view into your solution’s performance and action plans for optimizing your technology so it meets your business needs
  • Asset Oversight, through software upgrade management and version control, and through proactive maintenance of an asset list that provides a strategic view of your solution
  • Enhanced Reporting and Root Cause Analysis, which help reduce the recurrence of issues
  • 24-Hours-a-Day, 7-Days-a-Week Telephone Support, which provides you with around-the-clock peace of mind
  • Features included with Premier, advanced parts replacement, major software releases and software upgrades as available, and access to our enhanced Support Portal for product registration, Knowledge Base searches, online service requests, How To videos, and more

Polycom recommend additional value-added services to complete the holistic service strategy, optimize the performance of your solution and maximize your investment. These include:

  • Uplift to Premier Onsite - optional uplift to provide an onsite engineer to resolve technical issue available with Premier Onsite.
  • Adoption Consulting Service - understand how your solution is deployed and used, and how you can optimize and increase usage to maximize your ROI.
  • Resident Technical Service - dedicated onsite technical resource, access to Polycom technical expertise to support your in-house IT team.
  • Client Service Manager - a Polycom Client Service Manager (CSM) provides you with a single point of accountability - from pre-sales through to implementation, deployment and ongoing operation. The CSM is the point of contact for the Polycom sales team, its partners/resellers, its customer executives and its technical stakeholders.
  • Network Readiness Assessment - includes deployment of a network monitoring tool that provides 24x7 information on the quality of network support for video streams. The monitoring tool will be left in place after completion of the initial readiness review. A semi-annual review of the network status will be performed with issues identified and recommended best practices solutions for your review.
  • 4-Hour Response - provides parts replacement to your facility within four hours of the final diagnosis of a product failure and dispatch an authorized technician to your facility within four hours of the final diagnosis of a product failure. The 4-Hour Response option is available for specific geographical locations and specific Poly Product types.
  • 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.

Customer Story


Efficient use of its immersive telepresence network gives SCOR, a leading international reinsurance and asset management firm, the ability to serve the finance interests of it’s vast list of clientele.

Smiths Group PLC


Polycom Services Portfolio

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


Immersive Telepresence Maintenance Service

Data sheet outlining the Immersive Telepresence Support service


Poly Services Reactivation Data Sheet

Learn why customers should reactivate their Poly support services


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


Sample Endpoint Benchmark Report

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


Sample Endpoint Utilization Report

Sample monthly endpoint utilization report available with the Elite 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


Related Products & Services