3 year maintenance for Polycom Realpresence Touch Interface

 Escalation Management - Polycom has established formal escalation procedures to resolve complex
Customer problems. Polycom’s support management team coordinates the escalation of problems
through tiers of technical expertise, rapidly engaging the right solution specialists throughout
Polycom. In addition, Polycom will execute internal notifications to alert Polycom’s service
management when Customer support cases age past established thresholds.
 Response Objective - Polycom technical telephone support response objectives are managed by the
Priority Level of the reported problem. Polycom’s response objective is defined as the duration of time
between when a Customer contacts Polycom to report a problem, and when a Polycom support
engineer is in contact with the Customer and begins the troubleshooting process.
Polycom Technical Telephone
Support Response Objective*
Priority Level 1
30 minutes
Priority Level 2
1 hour
Priority Level 3
2 hours
*Response Objective timeframes are calculated within business hours (eg. A P2 problem reported at
5pm will be responded to by a Polycom support engineer by 10am the following morning (excluding
holidays). Response Objectives are Polycom targets for service responsiveness but are not commitments
or service level agreements (SLA’s).
Advance Parts Replacement – Next Business Day
 Availability and Operation - Polycom will provide advance replacement for any failed hardware
component covered under this agreement. If Polycom’s technical support representative determines
that a replacement part is required to resolve a reported or diagnosed problem, a replacement part
will be shipped by Polycom for next business day delivery (Monday through Friday) for advance
replacement using an expedited carrier service. Polycom will endeavor to process replacement part
orders same-day in order to meet local carrier pick-up schedules. The deadline for same-day
processing is generally 3 pm local time to Polycom’s regional parts depot. For products covered by
the Premier Service Program, Polycom pays for all freight charges for advance parts replacement
transactions. In certain countries, customs delays may affect actual delivery time of replacement parts
to the customer facility, and customer may be required to act as the Importer of Record. Polycom will
publish a list of location specific advance parts replacement timeframes and shipping terms on the
Polycom Support Portal: http://support.polycom.com.
 Replacement Parts - Replacement parts supplied by Polycom will be either new parts or parts
equivalent in performance to new parts when used with the Polycom Product, and are warranted for
ninety (90) days from shipment. Parts removed from Polycom Products for replacement will become
the property of Polycom, and must be received back to the local Polycom service facility (to the
location listed on the pre-addressed return package provided by Polycom, if applicable) within ten