Partner Service Programme

The Polycom Partner Service Programme (PPSP) is an extension of our core Partner certification programs and sets the quality standards for channel partners who provide service & support to customers as they integrate voice, video, web and data into core networks.

The PPSP programme requires that authorised Partners demonstrate expertise in virtually all aspects of Polycom technology and associated network environments. Only authorised Partners are able to purchase support contracts from Polycom and only authorised Partners have access to the technical expertise and product knowledge available from Polycom Global Services. Polycom have invested in a global service infrastructure to ensure that there will always be a technical expert available to take your call and that the best level of service is available to resolve any issue.

There are three levels of authorisation within the PPSP programme and a Partner may be authorised in one or more of the levels, dependent on their business model and service capabilities.

The Service Reseller programme authorises our Partner to resell Polycom branded services. Although the Partner will manage the sale of the contract, the delivery of the contract itself will be performed by Polycom Global Services. The Service Reseller will offer the Premier family of support contracts. A Premier support contract would ensure that a customer receives priority technical support from the Polycom Customer Support Centre, and replacement parts shipped the same business day if required. If an onsite engineer is required then a Premier Plus support contract will be offered.

All Premier family support contracts include the provision of software upgrades and updates, which is the most cost effective method for our customers to benefit from the future product features and enhancements as released through our software upgrades release program.

The Service Partner programme authorises Partners to re-brand Polycom service and sell their own branded support. If you already offer a range of end-user support plans but want Polycom to provide the back end support, this is the plan for you. You can continue to handle the end-user inquiries and dispatch your own service engineers to the customer site when required, while Polycom provides solutions for parts replacement, inventory management, software support, level two technical support and escalation.

Polycom understands the value that strong partnerships bring to our customers. By working together, we are better able to provide our customers with the highest level of satisfaction through consistent excellence in delivering service and support.

The Service Distributor programme authorises Polycom Distributors to sell Polycom branded services to their Distribution network. The Service Distributor may be authorised as a Service Partner and offer their own branded services dependent on their business model and service capabilities.

Ensure that you have the best service experience possible, make sure the partner you are dealing with is a member of the Polycom Partner Service Programme.