POLY+ SUPPORT SERVICE GUIDE

Poly+ Support Service is designed to meet your organization’s most vital needs. Our Poly experts are available to assist you with any aspect of your covered solution.

Your continued satisfaction is our primary concern. With Poly Global Customer Support expert help is available no matter where in the world you are located. This Poly+ Support Services Customer Guide provides an overview of Poly+ and important information for your regional Poly Support Team, including parts replacement information. We advise you keep this information along with your product serial number in a convenient location. You will be asked for this information should you a need to contact Poly Global Customer Support.

We are committed to providing consistent, world-class service to help ensure you get the most from your Poly solution. Please do not hesitate to contact your local Poly Technical Support Center or visit us online athttps://www.poly.com/us/en/products/services/support if you have additional questions about our services portfolio.

Categories	Features	Poly+
STANDARD FEATURES	Software upgrades and updates	•
	Aadvance Parts Replacement Next Business Day¹	•
	Escalation support - technical	•
	Poly Support Portal	•
TECHNICAL SUPPORT	24x7	•
	Priority access	•
	Ecosystem cloud partner support	•
POLY LENS PREMIUM FEATURES	Notification Center	•
	Audit Log	•
	Network Diagnostics	•
SUCCESS MANAGEMENT	Customer Success Management (CSM)	Optional
SUCCESS MANAGEMENT	Technical Account Management (TAM)	Optional

¹Service Policy, Advance Parts Replacement Information.

HOW TO CONTACT POLY FOR SUPPORT

For technical assistance, please contact your Poly Technical Support Center. You can submit a support case at poly.com/us/en/support. Please be ready to provide your products’ serial number.

The process defined on the next page is for Poly Branded Services. Please contact your Authorized Partner for support if you purchased a Partner Branded service.

When you contact our Poly Technical Support Center your support case will be logged. All cases are routed through our support process and escalated accordingly.

Note: Our 24x7 services are delivered in English, with local language support, where available, during standard business hours.

ESCALATION POLICY

Our escalation process outlines how we respond to support cases reported to the Poly Technical Support Center. We prioritize the seriousness of each case and provide specific resolutions accordingly.

In some instances, additional support is required and the support case is escalated. Triggers for escalating cases may include one or more of the following:

Parts replacement does not resolve the problem.
A software bug has been identified.
No significant progress is being made to resolve the case.
Additional support is required due to the complex nature of the problem.

Once escalated the assigned Engineer maintains support case ownership and works to resolve the issue.

CUSTOMER IMPACT SUMMARY

Severity 1 (Critical)	Severity 1 (Major)	Severity 1 (Minor)
This Severity Level shall indicate a sizable, wide-spread failure of a Product or Service that causes the Product, Service or related production network to be inoperative and that this inability to use the Product or Service has a critical effect on the Customer’s commercial operations. This severity level is generally characterized as a complete Product failure requiring immediate correction and for which no workaround is immediately available.	This Severity Level shall indicate that the Product or Service is partially inoperable but is still usable by the Customer. The inoperative portion of the Product or Service severely restricts Customer’s commercial operations but has a less critical effect than a Severity Level 1 condition does.	The Severity Level shall indicate that the Product or Service is usable with little or limited impact to the Customer and affects but does not severely restrict commercial operations. Any problem that does not impact the Customer’s production network shall be categorized at a maximum of this level. Errors in user interfaces, documentation, spelling, and other textual exclusions which do not cause or restrict usability of the Products will be categorized at this level.

SUPPORT FLOW

TECHNICAL SUPPORT CONTACT INFORMATION AND AVAILABILITY BY REGION

POLY +

Poly+ provides Customers with support for their Poly solutions. This service includes 24x7 priority technical phone support, advance hardware replacement with next business day parts shipment, access to major releases, patches, and hotfixes for current software updates and upgrades at: poly.com/support or via Poly Lens, exclusive discounts on selected professional services, and access to Poly’s Online Support Portal.

DELIVERY GUIDELINES
User location	Regional parts depot location	Deadline for same-day shipment of replacement parts
United States	United States	6:00 p.m. Eastern time
Canada	Canada	6:00 p.m. Eastern time
Brazil	Brazil	3:00 p.m. Sao Paulo time
Chile	Santiago	2:00 p.m. Santiago time
Colombia	Bogota	6:00 p.m. Bogota time
Mexico	Mexico City	4:00 p.m. Mexico City time
Rest of Central and South America	United States	6:00 p.m. Eastern time
France	Netherlands	4:00 p.m. Central European time
Germany	Netherlands	4:00 p.m. Central European time
South Africa	Johannesburg	3:00 p.m. South Africa time
UK, Rest of Europe, Middle East and Africa	Netherlands	3:00 p.m. UK time
Japan	Tokyo	3:00 p.m. Tokyo time
New Zealand	Sydney	3:00 p.m. Sydney time
India	New Delhi	3:00 p.m. New Delhi time
Singapore	Singapore	3:00 p.m. Singapore time
Thailand	Singapore	3:00 p.m. Singapore time
Hong Kong	Singapore	3:00 p.m. Singapore time
Indonesia	Singapore	3:00 p.m. Singapore time
China	Beijing	4:00 p.m. Beijing time
Australia	Sydney	3:00 p.m. Sydney time
Taiwan	Singapore	3:00 p.m. Singapore time
Rest of Asia-Pacific region	Singapore	3:00 p.m. Singapore time

All field engineer (FE) requests will be supported during standard 8x5 business hours, including parts replacement and FE onsite arrival. For example, if a Return Materials Authorization (RMA) and SVO is created on Monday, the part and the FE will arrive during the next business day. The deadline for same day processing is generally 3 p.m. local time to Poly’s regional parts depot.

CRT, LCD and plasma displays require two business days for RMA processing. All other RMA transactions wll be processed by Poly and express shipped same-day when the order is placed before the specified time. Actual arrival time of replacement part may be delayed due to customs or other local conditions.

SERVICE CHARGES MATRIX

The following matrix below shows when the Courier or Tax and duties fees are the responsibility of Poly or the Customer.

Shipping terms and transit times may be found at:

ADVANCE PARTS REPLACEMENT

NORTH AMERICA, APAC, EMEA

Service charges matrix for RMA process—what is included
Situation	Service level	Courier part outbound	Courier part inbound	Tax and duties outbound	Tax and duties inbound
Dead on Arrival (DOA)	Advance exchange	Yes	Yes	Yes	Yes
Support contract	Advance exchange	Yes	Yes	No	Yes
In warranty	Return to factory repair	Yes	Yes	No	Yes
Out of warranty/chargeable	Return to factory repair	Yes	No	No	Yes
Out of warranty/chargeable	Advance exchange	Yes	Yes	No	Yes

POLY GLOBAL SERVICES USEFUL LINKS

Worldwide terms and conditions	POLY TERMS & CONDITIONS FOR SERVICES