Polycom^® Video Conferencing Support Service

Polycom and our Certified Service Partners provide three 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 Plus, Polycom 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 will also have 24x7 telephone access to a technical expert already familiar with your conferencing environment.

Premier Plus Support augments your in-house conferencing experts with access to additional technical support, when necessary, next-business day part replacement to maximize system uptime and usage as well as on-site visits from an engineer when remote support isn't sufficient. Premier Plus Support offers access to eSupport—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 Support can provide access to additional technical support when necessary and next-business-day part replacement to maximize system uptime and usage. Your team can expand their expertise with access to eSupport–Polycom's extensive KnowledgeBase. Premier Support also offers investment protection through software updates and upgrades throughout the life of your support contract.