POLY 1Y Elite Premier

POLYSKU: POL-4872-40115-914

Price:
Sale price$72,889.98
Stock:
In stock

Description

PERSONALIZED, PROACTIVE SUPPORT FOR YOUR COMPLETE CONFERENCING SOLUTION
It’s clear that your communications environments become more interdependent within your IT infrastructure as you unify your communication solutions. At the same time, business processes are relying more and more on virtual collaboration tools. The result? Your unified communications and collaboration (UC&C) environment becomes even more important and mission critical. It’s key that the team supporting you is familiar with your unique environment and specific needs. That’s why our Elite Service provides a holistic support strategy beyond individual products—optimizing the performance of your solution and increasing your return on investment.

Elite Service is a proactive, personalized, high-touch support service that helps you manage your dispersed Poly environment around the world, provides resources to manage your day-to-day technical requests, and keeps a close watch on your Poly investment in its entirety.

ELITE SERVICE PROVIDES THE FOLLOWING
BUSINESS RELATIONSHIP MANAGER (BRM)
As an Elite customer, you have a BRM assigned to your account to help enable your success, support activities and pro-actively provide information and advice. As the customer advocate within Poly, the BRM is your single point of contact to initiate, manage, and report on all Elite Service activities and to provide escalation management to engineering, service, and product management issues. Your BRM also provides continuity of information between teams, and coordinates regular status meetings to provide updates on open issues, in partnership with your Poly assigned Remote Technical Support Engineer.

REMOTE TECHNICAL SUPPORT ENGINEER (RTSE)
The RTSE is your key technical resource who manages escalations, updates the BRM, offers recommendations for deployment planning, provides version control for software and hardware product upgrades (to minimize any risk and impact on your production environment), and oversees remote deployment of system upgrades.

24X7 ACCOUNT-SPECIFIC AND PRIORITIZED TECHNICAL SUPPORT ACCESS
Elite Service includes account-specific phone access to the customer support team familiar with your deployment who assist in solving issues by phone. 24x7 support is available around-the-clock, 365 days a year.

CLOUD PARTNER ENDPOINT SUPPORT
Cloud Partner Endpoint Support improves response times in Poly-enabled ecosystem cloud solutions by acting as a primary point of contact to the customer. When the Poly support team receives an incident request for a Poly product used in an approved strategic cloud partner environment, a service request will be created in Poly’s ticketing system for tracking purposes. Poly will work with our strategic cloud partners and customers to solve the problem.

SOFTWARE MAINTENANCE UPDATE ASSISTANCE
Your Elite team keeps you updated on the latest releases and how they apply to your organization.

UPGRADE MANAGEMENT
The RTSE works with you to recommend, plan, and oversee remote deployment of all Poly software product upgrades. This service identifies interdependencies and potential issues to minimize riskand impact on your production environment.

ENTITLEMENT COVERAGE
To give you an overview of your collaboration tools, your Elite team catalogs all infrastructure, network, and endpoint hardware, including voice products, in your Poly environment.

PROGRAM REVIEWS
Your Poly BRM conducts regular status meetings with your assigned point of contact, addressing items such as business objectives, program status, actions, and new initiatives. Topics may include reports of the number of cases opened, number of Retrun Materials Authorizations (RMAs) opened, specific cases opened with their status and action plans, and specific cases closed with their resolutions.

ROOT CAUSE ANALYSIS
On request, your Elite team executes preventative measuresto identify the cause of priority-one issues and recommends remedial steps to help avoid reoccurrence of the same issues

MONTHLY UTILIZATION REPORT
On request, Poly provides a Monthly Utilization Report for all endpoints covered under the Elite contract. This standardized report is based on the “Endpoint Usage Report,” as provided to your organization from your Poly gatekeeper system for the previous month. This report summarizes the total number of calls and minutes as well as utilization statistics for each Poly endpoint registered to the gatekeeper from which Customer Detail Records (CDRs) are available from the previous month. For Elite customers that deploy Poly voice products associated with Poly Device Management Services, Poly will provide a monthly utilization report specific to your Poly voice products.

You also receive the deliverables of Premier Service,which include:
- Advance parts replacement—Provides expedited replacement of all covered, failed hardware parts. If technical phone support determines that 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 pickup time restrictions and customs delays may affect actual delivery time in some regions.
- Major software releases—Provides you with major features and functionality. You can download these at your convenience or set up automatic downloads.
- Upgrades and updates—Software upgrades and updates provide minor features and correct software errors. You can download these at your convenience or set up auto-matic downloads.
- Online support—Provides access to Poly’s extensive technical Knowledge Base, including technical tips, search and query functions, access to software downloads, an RMA resource page, software activation assistance, frequently asked questions (FAQs), and many other features.

Features
Response time 4 h
Type On-site
Number of years 1 year(s)
Compatibility RMX 4000/MPMRX IP 3X1080P60/7X1080P30/15X720P

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