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Support Services Expertise to meet your unique challenges

Overview

Flexible options based on your needs

Poly helps you meet a variety of business challenges with a comprehensive portfolio of Support Services designed to meet your exact needs. Each business environment is unique, which is why our flexible support service options provide the right level of assistance and technical expertise, when and where you need it, to keep your end users productive and satisfied. 

Poly Support Services Brochure

Poly+

Unlock the potential of the possible

Rest easy knowing Poly has your back, day or night. No one knows collaboration solutions better, especially given our expertise and alliances with leading ecosystem partners. Benefit from advance hardware replacement* wherever you need it with pre-paid next day shipping for minimal downtime. And with upgraded access to premium software, elevating your collaborative experience couldn’t be easier. Unlock the potential of the possible.  

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Data Sheet

Elite

Proactive, Personalized, High-touch Support

Elite helps you manage your dispersed Poly environment around the world, provides resources to manage your day-to-day technical requests, and keeps a close watch on your Poly investment in its entirety. Our solution-focused support service helps you minimize risks through strategic upgrades and smart asset management.

Data Sheet
Compare Plans

Choose what fits your needs

 
Poly+
Elite
Software Upgrades and Updates ✓ ✓
Advance Parts Replacement* Next Business Day ✓ ✓
Escalation Support - Technical ✓ ✓
Poly Online Support Center access ✓ ✓
24x7 Support Hours ✓ ✓
Priority Support Access ✓ ✓
Ecosystem Cloud Partner Support ✓ ✓
Network diagnostics testing, email notifications (available to customers using Poly Lens) ✓ ✓
Business Relationship Manager and Remote Technical Support Engineer
Optional
 ✓
Infrastructure asset management, central storage of customer’s environment and network configuration   ✓
Additional Service, Support and Reporting Capabilities, designed for the Largest Enterprises in the World   ✓

Optional Support Modules

Get the extra help you need when you need it.

Maybe you’re realizing that you need a little more expertise. We’ve got you. Our flexible support options provide the exact level of assistance and technical expertise you need, when you need it. We’ll help keep your end users productive, happy, and loving your IT team. 

Support Options Brochure
  • Business Critical Support

    Provides the highest level of response and resolution for customers seeking the maximum degree of video network performance, with access to a specialized team of Poly technical, managerial, and administrative experts.

  • Business Relationship Management

    Ideally suited for customers seeking post-implementation support and assistance to grow, manage and optimize their Poly investment with a dedicated resource for all Poly service program activity.
  • Remote Technical Support Engineer

    Acts as your primary technical point of contact, has immediate access to the Poly 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.

  • Technical Account Management

    A proactive, personalized support program for customers with mission critical Poly solutions. Your Technical Account Manager serves as your dedicated consultant, helping you grow, manage, and optimize your Poly investment and achieve desired business outcomes.

  • Resident Technical Service

    Designed for customers with mission critical UC or complex video environments, this service supplements your existing staff with continuous, onsite technical and networking expertise, supporting your daily operations. This Service is designed to bring Poly’s best-in-class technical expertise directly to your site.

    • Other Support Services

    Support Services Brochure

    Advantage

    Advantage is focused on maximizing value and availability for your entire Poly solution. As your communications strategy becomes mission critical, Advantage provides access to the advanced service capabilities of Poly solutions, including:

    • Priority 24x7 telephone access to Poly technical support
    • Cloud Partner Endpoint Support improves response times in Poly enabled ecosystem cloud solutions by acting as your primary point of contact
    • Advance hardware replacement* next business day
    • Monthly utilization reports and periodic benchmark reports keep you up to date on usage, adoption, and the overall performance of your deployment

    Premier

    Premier offers the right level of support for organizations that only need support during typical business hours. Premier support includes:

    • 8x5 telephone technical support
    • Advance hardware replacement* next business day
    • Multi-vendor support for Poly strategic cloud partners environments where if your incident is isolated to a Poly Cloud Partner’s solution, we’ll provide you with troubleshooting information so you can speak with the appropriate Cloud Partner for resolution
    Next Steps

    Connect with us today

    Ready to deploy a world-class communications solution? Poly is here to help. Contact us or a certified partner in your area today to get started.

    sales chat chat with our sales team
    0800 0152 882 call us on the phone
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    * Advance Hardware Replacement details and information