3 year maintenance for Polycom Realpresence Touch Interface

SERVICE DESCRIPTION
Polycom® Premier Service Program
Polycom’s Premier Service Program provides Customers with technical telephone
support, advance parts replacement, software upgrades & updates, and access to
Polycom’s enhanced support portal. The Premier Service Program is available through
two service offerings: Premier and Premier Onsite.
Technical Telephone Support
 Availability and Operation - Polycom will make available technical telephone support during business
hours (9 am to 5 pm, 5 days a week excluding recognized Polycom holidays) for Polycom Products
covered by the Premier Service Program. Polycom support engineers will remotely provide
assistance in diagnosing, configuring, and troubleshooting Polycom Products covered by the Premier
Service Program. This support will be made available through regional phone numbers, and in select
local languages. Polycom will make such phone number and local language information available on
the Polycom Support Portal site: http://support.polycom.com.
 Priority Management - Polycom will classify a reported Customer problem based on the following
methodology:
Customer Impact Summary
Priority Level 1
A condition exists that cannot be circumvented or avoided by a
workaround or “fix” that results in a critical impact to the business
operations due to the system being severely degraded or non-
functioning.
Priority Level 2
A condition exists where the Product is partially inoperative where
some major functions are not working and although there is a
significant impact on the Customer business, the Product is usable to
perform basic functions.
Priority Level 3
A condition exists where the system is usable by the Customer either
by means of circumvention or with limited functions. The condition is
not critical to overall Customer operations and does not severely
restrict such operations.