Support Services
On-demand expertise
Organizations have goals, but they don’t always have all the resources in-house that are needed to achieve them. Whether you need to broaden or deepen your support bench, monitor and adapt for better efficiency, replace hardware, or leverage deep technical knowledge of specific systems, our support services teams can help. Use our expertise and people power to reduce risk, increase uptime, and drive productivity, while getting the peace of mind that comes with knowing you’ve got an expert team supporting you.
Overview
Deploy with confidence.
Benefits
- Premier
- Advantage
- Support Modules
- Elite
Improve system availability
Enhance your in-house resources with collaboration technical experts to support you. Offering 8x5 reactive telephone support, multi-vendor support, software upgrades and updates, advance parts replacement and access to online support tools.
Enhanced support maximizing value and availability
Providing faster time-to-problem resolution, and actionable utilization information of your collaboration solution. Advantage provides priority 24x7 technical telephone support, cloud partner endpoint telephone support, utilization and benchmark reports.
Flexibility to supplement support
Ranging from pro-active business and technical support from SMEs, non-technical business managers ensuring customer satisfaction, primary technical points of contact and dedicated high-touch technical managers. Our support modules are designed to supplement Premier and Advantage customer support.
Personalized, proactive support
Delivering a holistic, support strategy for optimizing your solutions performance and increasing your ROI. Elite is a high-touch service for your global Poly environment. Direct access to assigned experts, prioritized 24x7 telephone technical support you minimize risk and demand on internal IT resources.
Services
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Data Sheet
Advantage ServiceIf you need your problems solved fast to keep your teams up and running around the clock, consider the Poly Advantage Service. You get technical telephone support when you need it, telephone support for your cloud-partner endpoints, and reports on monthly utilization and periodic benchmarks.
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Data SheetBusiness Critical Support
Obtain the highest level of response and resolution to service requests with a specialized team of Poly technical, managerial, and administrative experts.
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Data SheetBusiness Relationship Management
Customer advocate and single point of contact business interface within Poly to monitor, analyze and report on service and support of the Poly production solution.
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Data SheetElite Service
Elite service goes beyond individual-product support to deliver a holistic support strategy that keeps an eye on your global Poly environment. It is a proactive, high-touch service that helps you oversee your Poly investment, and increase your ROI, while also tackling your day-to-day technical requests.
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Video
How Poly Services help your successGet more details on how to use our services.
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Data SheetImmersive Telepresence Support
This provides unlimited 24x7 technical and escalation support for your Poly Telepresence system via phone—and onsite support during business hours. Expect next-business-day responses, fast-as-possible parts replacement and on-the-spot software updates.
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Data SheetPoly Support Services Feature Comparision Guide
Read our high level matrix to understand the features provided in our different Customer Support Services.
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Data SheetPremier Support and Premier Software Support
Your in-house resources may not be enough. We’ll jump in during business hours with telephone and multi-vendor support, software upgrades and updates, parts replacement, and online support. Your manufacturer’s software warranty lasts 90 days—this support enhances it, covering you for a full year.
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Data SheetRemote Technical Support Engineer
The Remote Technical Support Engineer (RTSE) helps you maintain your Poly solution as well as achieve your desired response and reliability goals when technical assistance is required.
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Data SheetResident Technical Service
Complement your internal teams with the deep expertise of a Poly resident technician—available up to 40 hours per week for a specified term. They can support your daily operations, solve technical problems, help manage service levels and more.
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Data SheetTHREE-YEAR HARDWARE REPLACEMENT SERVICE FOR COLLABORATION AND CONTACT CENTER DEVICES
Our Three-Year Hardware Replacement Service for Collaboration and Contact Center Devices helps you accurately control and forecast expenses, since you know that every headset is good to go for three years. And we do our best to deliver replacement headsets on the next business day, worldwide.
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Data SheetTechnical Account Management
Technical Account Management is a proactive, personalized support program developed for enterprise accounts that need a consultative relationship with Poly.
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Infographic
Which Poly support service is right for you?Poly and our partners offer a range of complementary services including Premier, Advantage, additional support modules, and Elite. Which one is right for you?
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White Paper
Which Support Service is Right for You?White paper on which support service is right for you.
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Data SheetWhy reactivate your Poly support?
Ensure you have access to technical resources that are the 'best in the business' to help support your Poly assets and deliver the fast path to resolution.
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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.
