Polycom^® Video & RealPresence™ Platform Support Services

Polycom and our Certified Service Partners provide several tiers of support service, allowing you to choose the services appropriate for your video collaboration solution and budget.

In addition to the support services offered with Premier and Premier Onsite, Elite Support provides peace of mind to the managers of mission-critical conferencing environments through access to a dedicated team of collaboration experts who proactively maintain and monitor your system. Your Elite Service Manager (ESM) provides information and advice, and acts as a single point of contact to initiate, manage, and report on all support activities. You will also be assigned an Elite Service Engineer (ESE) who acts as your key technical resource. As an Elite customer, you have 24x7 telephone access to a technical expert already familiar with your conferencing environment.

In addition to the support services offered with Premier and Premier Onsite, AdvancedAccess Service provides priority access to the AdvancedAccess team of Video specialists, an Assigned Service Engineer who is familiar with your solution and access to technical support when you need it, 24x7. Polycom AdvancedAccess was designed for our Small to Medium sized customers who are beginning to grow their Polycom communication environment and need more focused solution support but are not yet ready for Elite.

Premier Onsite augments your in-house conferencing experts with access to additional technical support, when necessary, advance exchange parts replacement to maximize system uptime and usage as well as on-site visits from an engineer when remote support isn't sufficient. When time is of the essence, Polycom offers 4-hour onsite response support for UC Intelligent Core and Immersive Telepresence solutions. Available in many locations worldwide, join many of our customers receiving the benefits from this enhanced response capability.

Premier Onsite offers access to Polycom's extensive technical KnowledgeBase—allowing your team to quickly resolve issues and expand their expertise. You'll also receive investment protection through software updates and upgrades throughout the life of your support contract.

When you have your own technical conferencing experts available to cover your conferencing usage, Premier can provide access to additional technical support when necessary and advance exchange parts replacement to maximize system uptime and usage. Your team can expand their expertise with access to eSupport–Polycom's extensive KnowledgeBase. Premier also offers investment protection through software updates and upgrades throughout the life of your support contract.

- LTC Lawrence Warren, Chief, Network Operations, Office of the Chief of the Army Reserve G-2/6