3 year maintenance for Polycom Realpresence Touch Interface

SERVICE DESCRIPTION
3
Revised: 9/7/15
(10) business days of receipt of the replacement part, or Customer will be invoiced at Polycom’s then-
current list price for the Product or component, as published in Polycom’s price book.
Software Upgrades and Updates
 For Products covered by the Premier Service Program, Polycom will make available system software
updates and upgrades at no additional charge. Polycom will post all generally available software on
the Polycom Support Portal: http://support.polycom.com
 “Upgrade” means new releases of the software which contains enhancements improving the
functionality or capabilities of the software.
 “Update” means software for which Polycom has provided fixes or minor revisions to correct errors or
defects in the existing operation of the software in accordance with the published Product
specifications, and which is limited to those updates that Polycom generally provides to its support
services Customers at no charge.
Polycom Support Portal
 Polycom will provide 24x7 Customer access to http://support.polycom.com. This enhanced support
portal will include the following functionality for Customer accounts:
o User friendly Product registration
o Product licensing lookup
o Knowledgebase searches
o Downloading latest Product documents and software
o Creating on-line service requests and checking status
o RMA status check and delivery tracking information
Onsite Support (Option)
The Onsite support option enhances Polycom’s Premier support Program as described below and is
known as Premier Onsite.
 Operation - Upon remote diagnosis of a Product failure by a Polycom technical support engineer,
Polycom will dispatch an authorized technician to the Customer site in order to install the replacement
part(s). The onsite dispatch will be scheduled with the Customer based on the expected delivery time
of the replacement part(s). The previous statement notwithstanding, Polycom will maintain the
capability to execute onsite dispatches for next business day response for Products covered under
the Premier Onsite Service Program. Polycom’s technician will coordinate troubleshooting and
testing activities with Polycom technical support and the Customer’s designated contact in order to
resolve the problem. Polycom onsite support does not include the installation of software upgrades,
installation of any Product enhancements, or Product configuration support. At its sole discretion,
Polycom may install software updates which, in the opinion of Polycom, are required to restore the
covered Product to operational condition.
Next Business Day On-Site Cut off time: 16:00 local time in country of site visit. After this time the
On-site visit will be NBD Plus One