Westcon Group Gold Seal Support - Polycom
Westcon has partnered with Polycom in providing level 1 and level 2 support to customers who have purchased Polycom hardware, virtual appliances, and have purchased the Gold Seal Partner Premier Service Agreement. This service is fully backed by Polycom and delivered 8x5 Monday to Friday (excluding Public Holidays) by Polycom-certified Westcon engineers.
The service is available for all Polycom products ranging from Audio (Telephone), Telepresence (VC) units, as well as infrastucture products.
Types of Services
- 1 Year
- 3 Year
- Customised Service
For maximum ROI, we recommend the 3 Year service as it provides the best cost savings and value to our clients.
Service Offering Overview
Scope of Services
A dedicated Polycom hotline number as well as support email address would be made available to partners and end users to contact our engineers. Upon receiving a request, our staff will commence to troubleshoot and diagnose the issue/fault.
In the case that it requires escalation, we will raise a case internally with Polycom engineers who will be available for troubleshooting and resolution.
Once a product is deemed faulty, certified partners would be able to log into Westcon’s Support Portal and lodge an RMA request. Westcon will then process the RMA and liaise with Polycom to have the replacement shipped the next business day with the cut off time set at 1pm AEST.
Please note that this service does not include on-site support or installation.
End User Customer Impact Summary
Incident Priority Levels and Response Times