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Poly Time and Materials (T&M) Spare Parts Policy

Poly provides a time and materials (T&M) spare parts service is offered to anyone, not just certified partners. A certified partner, who has been granted RMA rights on Support Portal, may access the “Repair Pricing” link and obtain a quote. They then must access “My RMA’s” and create a time and materials RMA. This will require the upload of a purchase order in the amount of the quoted price. Partners may also call their local call center for assistance with trouble shooting and RMA requests.

The following terms and conditions apply:

Poly reserves the right to include or exclude specific spare parts from T&M repair pricing as it deems necessary. End of Life (EOL) products may be excluded from this service two years after being declared End of Sale (EOS). The Poly T&M service does not provide pricing for license upgrades. Licenses are purchased through Poly’s standard sales process and/or may be included as part of a service maintenance contract. Poly, Poly certified service partners and authorized resellers offer support contracts to meet the needs of your organization. This may include features such as unlimited access to technical support during local business hours, software updates, advance replacement and onsite support.  

While T&M spare parts service offers a solution for a Poly product that is not covered under a valid support contract, Poly recommends the purchase of a support contract for all products. A valid support contract gives you peace of mind and helps maximize your investment with improved uptime and increased usage. It also ensures uninterrupted protection of your collaboration environment through ongoing software upgrades and support.