Polycom Global Services

Transcription

1 SUPPORT SERVICES OVERVIEW Polycom Global Services Support Services

2 Polycom Global Services wants to help you select the best support option for your needs. We understand your decision will be based on many factors unique to your business environment, which is why our service options are designed to provide the right level of assistance and technical expertise, when and where you need it. Why purchase support? Most communications and IT departments cannot address all of their users IT needs, especially those relating to conferencing and collaboration. Because technology is constantly changing, it s hard to keep up with the latest innovations and software updates, including those in the conferencing world. It s a competitive advantage when you have access to unlimited support for technical questions, to obtain replacement parts and get important software updates, in addition to increasing uptime and fully utilizing all your conferencing solutions. Purchasing support services helps drive adoption and usability, allowing customers invested in a collaboration solution to maximize their return on investment (ROI). Saving time, money and resources by giving direct access to your own accountspecific service manager and engineering resource (Advantage Plus). Which Polycom support service best fits your needs? Choose Polycom Premier if: You have your own in-house technical collaboration experts available to cover your conferencing usage and address most collaboration challenges. Some service interruptions are acceptable as your need for support isn t mission critical, and technical telephone support during normal business hours can meet your needs. Once Polycom s technical telephone support team has diagnosed a problem, receiving replacement part(s) the next business day works well for you, and there s no need for same-day problem resolution (24x7 support). Choose Polycom Premier Software if: You ve purchased a Polycom software-only solution, and want to access upgrades and updates as they are released. You require a similar service level to Polycom Premier, without needing advance parts replacement. Choose Polycom Advantage if: You want 24x7 priority access to technical experts who know your environment. You need a premium service offering insight into your video usage. You have limited technical staff or don t have video conferencing experts in-house. Senior executives or other high profile individuals are utilizing your Polycom solution.

3 Supplement Advantage with Advantage Plus if you want to: Get the highest level of response and resolution to service requests. Enjoy a closer business and technical relationship with Polycom subject matter experts. Maximize ROI by increasing successful enterprise-wide adoption of your video solution. Reduce risk and the impact of changes throughout the Polycom solution lifecycle. Augment your internal IT resources with conferencing and collaboration solutions expertise. Select only the modules Business Critical Support (BCS), Infrastructure Remote Monitoring (IRM) and Technical Account Management (TAM) that meet your business needs. -- BCS is intended to provide the highest level of response and resolution for organizations seeking the maximum degree of video network performance. -- IRM provides always-on 24x7 remote monitoring of Polycom Infrastructure products, higher reliability and uptime for mission critical Polycom RealPresence solutions, and decreased demand on your internal IT resources. -- TAM is a proactive, personalized support program developed for enterprise accounts with mission critical Polycom solutions that are seeking a consultative relationship with Polycom. Note: Advantage Plus is a modular service which requires all Polycom Infrastructure to be covered under an active Polycom Advantage service agreement.

4 Feature comparison Premier Advantage Advantage Plus Business Critical Support Infrastructure Remote Monitoring Technical Account Management Local business hours (Monday-Friday) telephone support 24x7 access into TAC priority queue 24x7 access to BCS team of experts Advance parts replacement Software updates and upgrades Escalation management Online support tools, including access to Polycom Support Portal Adoption Portal Starter Edition Analyze and proactively drive customer use of the Adoption Portal Monthly utilization reporting 1 Bi-annual benchmark reporting 1 Utilization and benchmark analysis and recommendations Polycom RealAccess asset management 2 Infrastructure asset tracking Site based entitlement 3 Central storage of customer s environment Software version availability and update notifications Software version control Provide access to MOPs (Methods of Procedure), release notes, issues Root cause analysis Next Business Day onsite support 4 Optional Optional 4-hour onsite response (includes replacement parts) 5 Optional Optional Infrastructure Remote Monitoring 6 Onboarding process for remote monitoring Remote monitoring Active and passive monitoring Alarm suppression and correlation Incident management Assigned Technical Account Manager 6,7 Primary technical sponsor and point of contact Program status updates at regularly scheduled business review meetings

5 Feature comparison Premier Advantage Advantage Plus Remote onboarding and annual review Face to face onboarding with annual visit in following years Onsite orientation for new complex Infrastructure implementations Providing Polycom best practices One week (5 business days) consulting time with solution consultant Monitor and co-ordinate efforts of crossfunctional teams Ensure compliance with standard processes, policies and procedures Document lessons learned and support continuous improvement Report on service performance metrics Provide technical input for changes in the customer s Polycom UC solution Provide up to date Polycom product and service roadmaps 8 Online access to software updates, training and reporting Monitor program quality issues or enhancement requests Report on Service Level Objectives (SLOs) for service performance metrics Maintain copy of customer network configuration Review options for software upgrade plan, technology/product migrations or multiproduct solution upgrade and provide optimal recommendation Business Critical Support Infrastructure Remote Monitoring Technical Account Management Annual Annual 1 Users must have a registered Resource Manager in order to turn on the reporting capabilities. 2 May be subject to onboarding fee. 3 Entire install base of product must be under Business Critical Support coverage to qualify for site entitlement. 4 NBD onsite support is available as an option to the Advantage, Premier, or ImmersiveCare service programs. 5 4-hour response is available for specific products and locations, as detailed on 6 Requires BCS. 7 Technical Account Management is available for customers with qualifying Advantage services. Table shows typical TAM deliverables. Actual deliverables will depend on individual customer needs. 8 Requires signed NDA.

6 Features Technical telephone support: Provides first-come, first-serve access to technical support engineers who assist in solving issues by phone. Business hours support is available during normal business hours in the designated support center s local time Monday through Friday, or in accordance with your agreement (excluding national and local holidays observed by Polycom). 24x7 support is available around-the-clock, 365 days a year. Advance parts replacement: Provides expedited replacement of all covered or failed hardware parts. If technical phone support determines there is a hardware part failure or if there is an obvious malfunction, a replacement part will be dispatched on the same day for next business day delivery. Local pick-up time restrictions and customs delays may affect actual delivery time in some regions. Software updates and upgrades: Major software releases provide you with major features and functionality, and minor software updates correct software errors. You can download both at your convenience or set up automatic downloads. Escalation management: Consistent problem diagnosis processes are utilized to minimize downtime and drive rapid hassle-free problem resolution (BCS, TAM). Online support: Provides access to the Polycom Support Portal and extensive KnowledgeBase, including technical tips, search and query functions, the latest product documents and software downloads, an RMA resource page, software activation assistance, product registration and many other features. Adoption Portal Starter Edition: An online resource for users of a Polycom RealPresence video solution, with on-demand video tutorials, how-to s, frequently asked questions, blogs etc. to help drive end user adoption of your collaboration solution. Monthly utilization reporting: On request, Polycom will provide a monthly utilization report for all endpoints covered under the Advantage service. This standardized report will be based on data from your Polycom Resource Manager for the previous month, and summarizes the total number of calls and minutes as well as utilization statistics for each Polycom video endpoint registered to the system. Bi-annual benchmark report: Customers who receive monthly utilization reports will also receive a benchmark report every six months. This standardized report is based on the Endpoint Usage Report exported and submitted to Polycom from your Resource Manager. The report focuses on key metrics that are benchmarked against other organizations utilizing video as part of their collaboration strategy. Polycom RealAccess asset management: Maintains an asset list of all Polycom products covered under an Advantage service contract. With a BCS contract, Polycom will add Infrastructure asset tracking. Site-based entitlement: Allows customers to open up a Service Request based upon a unique site identification number rather than through specific model and serial number verification. (BCS) Central storage of your environment: Information provided by the customer about their Polycom Infrastructure environment will be stored and available for access by all Business Critical Support engineers. (BCS) Software version availability and update notifications: Polycom will communicate new software releases when generally available, and review and make recommendations about the new release and its impact on your environment (BCS, TAM). Software version control: An engineer will work with you to recommend, plan deployment and provide oversight of all hardware and software product upgrades (BCS, TAM). Access to MOPs, release notes, issues: Ensures documented methods of procedure are available prior to any major software changes in your Polycom solution (BCS). Root cause analysis: Includes preventative measures to identify the cause of priority one issues, in addition to diagnosing, identifying and recommending remedial steps to avoid a recurrence of the issue (BCS).

7 Next business day onsite support: An optional service where an engineer will visit your site to resolve technical problems that cannot be resolved remotely. 4-hour onsite response: An optional service, 4-hour response is available for specific geographical locations and specific Polycom product types. Infrastructure Remote Monitoring: Always-on 24x7 remote monitoring of Polycom Infrastructure products, for faster problem identification and resolution with minimal or no customer involvement (IRM). Onboarding process for remote monitoring: Provides a Release Engineer to manage the onboarding process to bring your monitoring service online (IRM). Remote monitoring: Infrastructure devices are remotely monitored on an ongoing, global 24x7x365 basis, with more than 85% of possible issues resolved remotely (IRM). Active and passive monitoring: Active monitoring provides greater than 50% proactive detection. Passive monitoring covers all alarms associated with SNMP traps based on the device alarm profile, and identifies critical alarms (IRM). Alarm suppression and correlation: Multiple alarms may be suppressed and correlated into a single incident, with all relevant subsequent alarms being posted against this incident (IRM). Incident management: For events identified as requiring Incident Management response, Polycom will create a Service Request and initiate the workflow for the response (IRM). Assigned Technical Account Manager: Your assigned TAM s goal is to help you grow, manage and optimize your Polycom investment and achieve your desired business outcomes. Primary technical sponsor and point of contact: Your TAM is dedicated to the success of your organization and acts as a facilitator between you and Polycom. Program status updates at regularly scheduled business review meetings: Your TAM will conduct regular review meetings with your designated representative, typically quarterly. Remote onboarding and annual review: Annual reconciliation to determine the level of service required for the following year (BCS). Customer-specific TAM deliverables: While actual deliverables will depend on your specific needs, your TAM will be responsible for activities to help you grow, manage and optimize your Polycom investment and achieve your desired business outcomes. About Polycom Polycom helps organizations unleash the power of human collaboration. More than 400,000 companies and institutions worldwide defy distance with video, voice and content solutions from Polycom. Polycom and its global partner ecosystem provide flexible collaboration solutions for any environment that deliver the best user experience and unmatched investment protection. Polycom, Inc POLYCOM Polycom Asia Pacific Pte Ltd Polycom EMEA +44 (0) Polycom, Inc. All rights reserved. All Polycom names and marks associated with Polycom products are trademarks or service marks of Polycom, Inc. and are registered or common law marks in the United States and other countries. All other trademarks are property of their respective owners. No portion hereof may be reproduced or transmitted in any form or by any means, for any purpose other than the recipient s personal use, without the express written permission of Polycom