Polycom Elite Service

Personalized and proactive support for your Polycom RealPresence solution

Personalized and proactive support for your Polycom RealPresence 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.
  • Polycom RealAccess Analytics - uses a consultative approach to provide analyses and recommendations based on findings and historical data provided through the Polycom RealAccess tools. Polycom will review metric trends, provide best practices input, and document results. This requires the customer to purchase an annual subscription to this application that includes asset management, and analytical tools.
  • 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 Polycom Product types.

Customer Story

Smiths Group PLC
SCOR

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.

Resources

Polycom Services Portfolio

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

BROCHURES

Immersive Telepresence Maintenance Service

Polycom Global Services Immersive Telepresence Support Data Sheet

DATA SHEETS

Reporting and Analytics Matrix

This matrix is a great way to view a side-to-side comparison of the different reporting and analytic tools Polycom has to offer

DATA SHEETS

Turn your Polycom data into actionable insights

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

WHITE PAPERS

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