Polycom® Global Services Polycom Premier Support

Polycom ® RealPresence Ready Services
Measurable Benefits
With a Polycom RealPresence Ready
Support contract, customers can take
advantage of technology features and
product enhancements developed by
Polycom. For example, when Polycom
released a new technology that cut
bandwidth usage by up to 50%,
customers with a support contract in
place at the time of the software release
were eligible to receive the software
upgrade—at no additional charge. Not
only could those customers begin using
the later version of the software at no
additional cost to them, they also could
enjoy savings on their bandwidth costs of
up to 50 percent (50%).
When making an investment in video collaboration, it’s important to get your solution installed
quickly and optimized for peak performance in your technology environment. Efficient
deployment, along with access to support when needed, creates a positive user experience,
helping you realize all the benefits that visual collaboration offers.
Polycom RealPresence Ready Premier Support Services provide access to Polycom
collaboration experts when you need it most: during installation as well as when issues arise
during use.
Polycom RealPresence Ready Premier Support Service
With Polycom Support, you get peace of mind knowing you have Polycom’s experience,
knowledge, infrastructure, and resources behind you. Some of the key deliverables of
Premier Support include:
Unlimited Technical Telephone Support – Provides first-come, first-served access to
technical support engineers who assist in solving issues by phone. Phone support is
available during normal business hours in the designated support center’s local time, Monday
to Friday, or in accordance with your agreement, excluding national and local holidays
observed by Polycom.
Software Updates and Upgrades – Provides you with software updates and upgrades.
Software updates correct software errors. Software upgrades provide you with major
features and functionality releases. You can download these updates and upgrades yourself
when ready or set up automatic downloads.
Advance Replacement of Parts – Provides expedited replacement of all covered, failed
hardware parts. If technical phone support determines that a hardware part has failed or if
there is an obvious malfunction, a replacement part will be dispatched on the same day for
next-business-day delivery. Local pick-up time restrictions and customs delays may affect
actual delivery time in some regions.
Online Support – Provides access to Polycom’s extensive technical KnowledgeBase,
including technical tips, search and query functions, access to software downloads, an RMA
resource page, software activation assistance, frequently asked questions (FAQs), and many
other features.
Why Buy Multi-Year?
A POLYCOM GLOBAL SERVICES SHEET
When you purchase a three-year support contract, you save in more ways than one. First,
you save over the cost of buying three annual agreements. In addition, you reduce the
administrative costs required to renew the contract annually and lock in the current support
pricing for the life of the contract. And you extend your unlimited access to telephone
technical support and feature enhancements through software upgrades as they become
available.

A POLYCOM GLOBAL SERVICES SHEET Polycom Premier Support
Polycom RealPresence Ready Remote Installation Service
Leverage Polycom’s collaboration technology expertise to get
your Polycom RealPresence Ready solution up and running
quickly and simply. The service begins with a remote evaluation
of your installation site, including network and power readiness.
Once you’ve completed our best practices installation checklist,
a Polycom Engineer will walk you through the installation of the
supplied equipment, including network and power connectivity,
connecting displays, integration of microphones and speakers and
facilitating product registration through the Polycom Support Portal.
Once installed, the system will be tested to ensure that it meets
the published specifications and your team will receive a thirtyminute
orientation to the key features and functionalities of the
RealPresence Ready solution. This service includes the installation
of up to three Polycom HDX ®
endpoints.
Polycom Video Border Proxy (VBP ®
) Remote Installation
Service
Adding video to an organization’s network can present unique
challenges. That’s why it’s important to install and configure your
video networking and security solutions carefully. With VBP Remote
Installation service, if a firewall traversal solution is needed, you can
utilize the best practices and expertise of Polycom to help ensure
an optimal installation of your Polycom VBP solution. The service
includes telephone access to a Polycom Engineer who will walk
your designated contact through installation and initialization of the
VBP appliance, installation of any applicable and entitled software
updates, product license activation, and configuration of network
settings. Once installed, the Polycom Engineer will remotely
facilitate a test of the VBP appliance’s operation and provide your
team with an orientation to the VBP solution.
Polycom Worldwide Headquarters
4750 Willow Road, Pleasanton, CA 94588
1.800.POLYCOM or +1.925.924.6000
www.polycom.com
Learn More
Find out more about Polycom service offerings. Visit us at
www.polycom.com/services or call 1-800-POLYCOM to speak
with a Polycom representative.
About Polycom
Polycom, Inc. (Nasdaq: PLCM) is a global leader in unified
communications (UC) solutions with industry-leading telepresence,
video, voice, and infrastructure solutions built on open standards.
Polycom powers smarter conversations, transforming lives
and businesses worldwide. Visit www.polycom.com, call
1-800-POLYCOM to speak with a Polycom representative, or
connect with Polycom on Twitter, Facebook, and LinkedIn.
© 2011 Polycom, Inc. All rights reserved. POLYCOM ® , the Polycom “Triangles” logo and the names and marks associated with Polycom’s products are trademarks and/or service marks of Polycom, Inc. and are
registered and/or common law marks in the United States and various other countries. All other trademarks are property of their respective owners. No portion hereof may be reproduced or transmitted in any form
or by any means, for any purpose other than the recipient’s personal use, without the express written permission of Polycom.
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