Polycom Advantage Service and Polycom Advantage Plus Service

Change your perspective on value-added support services step by step

Change your perspective on value-added support services

When your unified communications environment is growing in size, span and complexity, it becomes more difficult to manage your videoconferencing investments effectively, to leverage the latest features as they become available and to ensure the best possible user experience.

But those initiatives are still imperative to the success of your video collaboration solutions.

For large or growing organizations, Polycom Advantage Service is the first step to solving those challenges. Advantage Service provides a self-service approach to increasing end user adoption of your video investment, valuable and actionable information on the status and utilization of your collaboration solution, and faster time to problem resolution.

For larger organizations with mission critical Polycom Infrastructure solutions Advantage Plus is the next step. A modular service built on top of an active Polycom Advantage service agreement. This modular approach enables you to better match your IT needs with a solution that is targeted, tailored and flexible. Select only the modules that meet your business needs.

Key benefits of Polycom Advantage Service:

  • Provides insight into your video usage to help make timely and informed decisions
  • Increases the success and return on investment of your video collaboration products
  • Gives priority access to experts and support when you need it

Additional benefits of Advantage Plus:

  • Get the highest level of response and resolution to service requests
  • Enjoy a closer business and technical relationship with Polycom
  • Maximize ROI by increasing successful enterprise-wide adoption of your video solution
  • Augment your internal IT resources with conferencing and collaboration solutions expertise

 

Optional services to consider:

Business Relationship Management

Business Relationship Management is a support module developed for customers seeking post-implementation support and Polycom assistance to grow, manage, and optimize their Polycom investment. The module is delivered through a Business Relationship Manager (BRM) who serves as the non-technical management interface to a designated customer representative for all Polycom service program activities.

Remote Technical Support Engineer

Remote Technical Support Engineer (RTSE) -  helps customers maintain their Polycom solution, and achieve desired response and reliability goals when technical assistance is required. The RTSE acts as the customer’s primary technical point of contact, has immediate access to Polycom’s knowledge base, and is backed by 24x7 remote expertise including tier 3 technical support, research and development, lab systems, and management escalation support to ensure a high level of support and response times.

RTSE is available to customers that maintain active Advantage and BCS or Elite support, or have Polycom Management Services on their Polycom solution.  Assigned as part of a customized Day 2 support program for customers seeking a closer technical relationship with Polycom.


Polycom Advantage Service includes the following deliverables:

  • Analytics on video utilization and benchmarking
  • Priority 24x7 telephone support and access to technical experts
  • Software upgrades and updates
  • Advance parts replacement*
  • Access to online support tools
  • The option of adding onsite support from a customer service engineer during business hours

*Advance parts replacement involves the shipment of parts the same business day for service requests received prior to the local, shipment cut-off time. Delivery is intended for the next business day, but is subject to customs and other external logistics delays.

The modules currently available with Advantage Plus are:

Business Critical Support1 (BCS) - intended to provide the highest level of response and resolution for organizations seeking the maximum degree of video network performance. Augmenting features of the Advantage service program and your own IT organization, BCS provides access to a specialized team of Polycom technical, managerial and administrative experts who can rapidly diagnose problems when they occur, and provide quality analysis of underlying causes of critical issues which may impact your business. The BCS module includes software version update and upgrade recommendations, as well as notification of any published security issues that could potentially affect your Polycom solution. 

Infrastructure Remote Monitoring2 (IRM) - to provide higher reliability and uptime for mission critical Polycom RealPresence® solutions, and decreased demand on your internal IT resources. By creating and improving tools to allow for greater scalability and predictive operational intelligence, your Infrastructure continues to improve through use of the service.  IRM is delivered by Polycom’s Cloud Management Center and provides always-on 24x7 remote monitoring of Polycom Infrastructure products, allowing for faster problem identification and resolution with minimal or no customer involvement.

Technical Account Management3 (TAM) - a proactive, personalized support program developed for enterprise accounts with mission critical Polycom solutions that are seeking a consultative relationship with Polycom. The goal of your assigned Technical Account Manager is to help you grow, manage and optimize your Polycom investment and achieve your desired business outcomes. Polycom’s TAM teams understand your Unified Communications and Collaboration environment and will build a long-term business relationship by providing technical consulting and best practices that help you grow, manage and optimize your Polycom investment.

1 BCS requires all of a customer’s Polycom Infrastructure systems to be covered by the Advantage service program. Advantage service coverage is only required for Infrastructure. However, customers are encouraged to maintain coverage on all Infrastructure and endpoints.

2 IRM provides always-on remote monitoring of Infrastructure devices installed on customer premises, for which all on-customer premise devices must be covered by a Polycom Advantage and a Business Critical Support contract.

3 TAM is a global value added service option which is only available to customers that maintain an active Advantage support agreement on their entire core Infrastructure solution.

 

Resources

Polycom Services Portfolio

This brochure provides an overview of the portfolio of services available from Polycom

BROCHURES

Support Services Overview Brochure

Overview of service options to help determine the right level of assistance and technical support

BROCHURES

Advantage Plus Data Sheet

Features and benefits of Advantage Plus Service

DATA SHEETS

Advantage Service Data Sheet

Data sheet describing the Advantage Service

DATA SHEETS

Reporting and Analytics Matrix

This matrix is a great way to view a side-to-side comparison of the different reporting and analytic tools Polycom has to offer

DATA SHEETS

Which support service is right for you?

We offer a range of support services. Which is right for you?

INFOGRAPHICS

Sample Endpoint Utilization Report

Sample monthly endpoint utilization report available with the Advantage Service

QUICK REFERENCE GUIDES

Support Services Overview Polycom Global Services

Feature comparison of support services offered by Polycom

QUICK REFERENCE GUIDES

Support programs focused on customer success

Summarizing our range of support services, their benefits and when transitioning support levels makes sound business sense

WHITE PAPERS

Turn your Polycom data into actionable insights

This white paper describes 10 ways to turn Polycom data into actionable insight

WHITE PAPERS

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