DATA SHEET
Polycom® Resident Technical Service
Onsite access to the entire Polycom
support infrastructure.
Customers with mission critical unified communications (UC) or complex video
environments, have unique support needs. The constant introduction of new new
products and features means your IT department is under pressure to be expert in
multiple technologies. This can be difficult to manage.
Support is available through Polycom Resident Technical Service that supplement your
existing staff with continuous, onsite technical and networking expertise. Polycom
provides a dedicated technician who understands your company’s specific video and
audio conferencing needs, and who works closely with your internal team to provide
operational and planning assistance by optimizing the resources that support your core
business strategies.
Every Day Support
More than just a staff augmentation, Polycom Resident Technical Service allow you to
receive unparalleled support from onsite support engineers who use their specialized
skills to fulfill your specific requirements.
You choose the level of expertise you want your Resident Technicians to bring and the
services they supply. They provide targeted deliverables that span a wide variety of
tasks. Resident Technicians apply Polycom best practices, with extensive expertise,
and an ongoing technical training to improve your operational efficiency.
Providing Help When You Need It
Polycom Resident Technical Service augment your team to maintain a smooth
conferencing operation. This service helps ensure that you have additional coverage
for installations and large scale deployments, as well as extra hands to assist with
operations during critical, strategic projects.
Service Overview
Polycom dedicates an experienced onsite technical resource to your team, and
you enjoy the high quality service delivered by Polycom Global Services. Polycom’s
Resident Technicians are experts in conferencing operations, collaborative technologies,
networks, and configuration of Polycom equipment and integration with third-party
technology. This expertise comes from Polycom initial and ongoing training on the
latest solutions as well as direct access to the Polycom Global Services organization
and knowledge database to resolve any issues.
Resident Technical Service skills and resources are ideal for managing day-to-day
administration, maintenance, monitoring, and basic troubleshooting of solutions so your
existing staff focuses on core competencies and key initiatives.
Benefits
• E
nhance your in-house technical
resources with onsite Polycom
technical expertise
• O
pen a conduit to Polycom’s entire
support infrastructure including
a robust Knowledge Base and
additional remote expertise
through your onsite resource
• F
aster issue management
and resolution
• G
ain a specialized technical expert
in Polycom products and your
environment who has access to
ongoing training from Polycom
• A
ssistance to optimize your solution
for collaboration adoption
• O
ptional security clearance for
Resident Technicians
Polycom Resident Technical Service Specifications
With a physical presence at your business,
your technician develops the understanding
of how to best configure, support and
manage the environment to meet your
business needs. Polycom Resident
Technical Service help maximize your
collaboration investments.
The Resident Technician acts as the
hub of your solution support as they
coordinate with all parties involved in your
communication strategy. This role makes
the Resident Technician an integral part
of your team of internal IT and network
resources; users, Polycom technical
support, engineering, your Elite Service
Manager and VNOC services.
Resident Technical Service Features
There are three levels of support available
within the Resident Technical Services.
The level you choose depends on how you
need to augment your in-house resources.
Resident Technician
• Schedule and manage conferences
• Conference room setup
• Video Help Desk- end user support
• Incident management –create
service tickets
• Move and Change (MAC) support
for endpoints
• Endpoint installation and maintenance
Resident Technician, Tier 2
• All the deliverables supplied by Tier 1
• Resident Technician, and:
• Move and Change (MAC) support
for infrastructure
• Polycom Infrastructure installation
• Polycom Infrastructure repair and
maintenance
• On call support 24x7x4 hour
• Resource scheduling
• Support and maintenance for
RealPresence Immersive systems
• Primary POC (ESM, VNOC, Management)
Services Throughout the Solution Lifecycle
RealPresence Platform Optimization
DESIGN
RealPresence Platform Upgrade
RealPresence Endpoint Upgrade
Adoption Services
SoundStructure Design
and Programming
OPTIMIZE
RealPresence Immersive
Operations Management
VNOC Services
Wireless Design
Customer
UC Network Monitoring
DEPLOY
MANAGE
Implementation/
Installation Services
Elite Service
UC Integration Services
Advanced Access
Immersive Care
Premier
Solution Design
Network Consulting
MAINTAIN
RealPresence Platform Migration
Project Management
Resident Technical Service
• Escalation for Service Tickets
• Author documents and reports
All options are available for a minimum
period of one year.
Resident Engineer
You also have the option to add security
clearance for your Resident Technician.
• Incident management –create
service tickets
• Move and Change (MAC) support
for endpoints
• Endpoint installation and maintenance
• Move and Change (MAC) support
for infrastructure
• Infrastructure installation
• Infrastructure repair and maintenance
• On call support 24x7x4 hour
• Resource scheduling
• Support and maintenance for
RealPresence Immersive systems
• Primary POC (ESM, VNOC, Management)
• Escalation for Service Tickets
• Author documents and reports
• RealPresence ® Platform Solution Design
• Deployment and support for
Partner solutions
• Consultation - QoS, capacity planning,
and more
Polycom’s Solution Lifecycle Services
Our collaboration and technology experts
work with you to create communication
environments that help enable success
without compromise. These solutions bring
you closer to your customers, forge trust
with your partners, and help enable your
teams to collaborate at a higher level.
Polycom Resident Technical Service
are part of Polycom’s complete solution
lifecycle approach to services. Falling in
the “Maintain” phase, this service allows
more of your internal resources to focus on
your core business and strategic initiatives,
rather than managing the day-to-day
functionality of your Polycom®
RealPresence ® solution.
About Polycom
Polycom is the global leader in standards-based unified communications (UC) solutions for telepresence, video, and voice powered by
the Polycom ® RealPresence ® Platform. The RealPresence Platform interoperates with the broadest range of business, mobile, and social
applications and devices. More than 400,000 organizations trust Polycom solutions to collaborate and meet face-to-face from any location
for more productive and effective engagement with colleagues, partners, customers, specialists, and prospects. Polycom, together with
its broad partner ecosystem, provides customers with the best TCO, scalability, and security for video collaboration, whether on-premises,
hosted, or cloud-delivered. Visit www.polycom.com or connect with Polycom on Twitter, Facebook, and LinkedIn.
Polycom, Inc.
1.800.POLYCOM
www.polycom.com
© 2012 POLYCOM, INC. ALL RIGHTS RESERVED. POLYCOM®, THE NAMES AND MARKS ASSOCIATED WITH POLYCOM’S PRODUCTS ARE TRADEMARKS AND/OR SERVICE MARKS OF POLYCOM, INC. AND ARE REGISTERED AND/OR
COMMON LAW MARKS IN THE UNITED STATES AND VARIOUS OTHER COUNTRIES. ALL OTHER TRADEMARKS ARE PROPERTY OF THEIR RESPECTIVE OWNERS. NO PORTION HEREOF MAY BE REPRODUCED OR TRANSMITTED IN
ANY FORM OR BY ANY MEANS, FOR ANY PURPOSE OTHER THAN THE RECIPIENT’S PERSONAL USE, WITHOUT THE EXPRESS WRITTEN PERMISSION OF POLYCOM.
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