Polycom Premier & Premier Software Only

Improve system availability with continual software enhancements and outstanding responsiveness

Premier Support is our entry-level service offering. It enhances your in-house resources with conferencing technical experts who are available to support your video collaboration usage.

Premier Support is the right level of support for those businesses that have a technical staff that can address most connection challenges. As a result, they do not have a same-day need for problem resolution or technical support.

With Premier Support, a telephone technical support agent first diagnoses a problem. Then you receive the replacement part from us the next business day for your technicians to install.

Premier Support:  

• Improves solution uptime and expedites issue resolution by augmenting your internal technical resources with video collaboration specialists
• Enhances your investment in internal IT resources with access to technical telephone support and the Polycom online support portal
• Certified Service Partners are authorized to provide the complete solution and are integral to the overall success of your collaboration solution
  
• Improves operational efficiency
• Provides Service Request tracking for devices used in Poly strategic cloud partner environments

Premier Software

Polycom offers comprehensive support services for all our Video solutions, and as we release our software only solutions, we are introducing a new software support strategy.

Premier Software is the support service to complement these products. Premier software support enhances the basic manufacturers 90 day software warranty to a full year of cover.

Please note Premier Software is only available for Software only products

Optional Services to consider in addition to Premier:

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. BCS 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 Poly service program activities.

Remote Technical Support Engineer (RTSE)

Remote Technical Support Engineer helps 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.

Premier

Premier Support is our entry-level service offering. It enhances your in-house resources with conferencing technical experts who are available to support your video collaboration usage.

• Software Upgrade and Updates
• Advance Parts Replacement
• Telephone Support during business hours
• Multi-vendor support for Poly strategic cloud partners
• Access to Online Support Tools

Premier software support enhances our manufacturers 90 day software warranty to provide cover for a full year and includes:

• Telephone technical support during business hours (8x5) for the current Major release plus one previous version
• Major Software releases (Significant new features)
• Minor Software Upgrades (new features and enhancements)
• Software (Maintenance and Patches) Updates
• Access to Polycom online Support Portal

For your more mission critical solutions:

• Option to uplift telephone technical support to 24x7