3 year maintenance for Polycom Realpresence Touch Interface

SERVICE DESCRIPTION
4
Revised: 9/7/15
 Availability - The Onsite option is available for an additional fee and availability is subject to
Customer location and Polycom Product Type. To check service offering availability, contact your
local Polycom services sales representatives.
Customer Responsibilities
I. Customer will, within a reasonable time, register all Polycom Products that are covered by the
Premier Service Program.
II. Customer will provide the contact information for Customer’s designated technical
representative(s) who will assist Polycom with the initial classification of a reported problem and
subsequent troubleshooting steps.
III. Customer is responsible for installation of all replacement parts provided by Polycom as part of
the Premier Service Program.
IV. Customer is responsible for installing any software upgrades or updates that are made available
to the Customer for Products covered by the Premier Service Program.
V. Customer will notify Polycom of any changes made to the Polycom Products if such changes
were made using hardware or software purchased from a vendor other than Polycom.
VI. Customer is responsible for replacing, at its own expense, any and all consumable items used in
connection with the covered Polycom Product, including without limitation, bulbs and batteries.
VII. Customer will have the continuing obligation to keep all Polycom Products under the Premier
Service Program at either the then-current Software version or previous major Software version
release.
VIII. It is strongly recommended that the Customer proactively provide Polycom technical support staff with
remote access to all Products covered by the Premier Service Program. Such remote access allows
Polycom to more quickly resolve issues with Customer’s Polycom solution.
Premier Service Offering Summary
The table below summarizes the services provided to the Customer:
Telephone
Support
Advance Parts
Replacement -
NBD
Software
Upgrades and
Updates
Access to
Online
Support
Tools
Onsite
Support
Premier

 *


Premier Onsite

 *



* Refer to Advance Parts Replacement