Specifications

PBKSPH-12-008
March 28, 2013
Page 87
12.10 POLYCOM
®
VIDEO SUPPORT SERVICE LEVEL AGREEMENTS, DEFINITIONS & CONDITIONS
Polycom Video collaboration support is provided directly by Polycom. NEC is offering 2
options for Polycom Maintenance with the sale of Polycom Video & Infrastructure products.
Maintenance is mandatory on all Polycom Video equipment sold by NEC. Refer to the
diagram below for details on such options.
NEC Part # &
Description
Prefix
Polycom
SLA
Telephone
Support
(business
hours)
Advance
Parts
Replacement
On-Site
Support
Software
Upgrades
& Updates
Access to
Online
Support
Tools
PLC1 (1 yr)
xxxxxx001
Premier
Yes
Yes
No
Yes
Yes
PLC3 (3 yr)
xxxxxx003
PLC1-OS
xxxxxx091
Premier
On-Site
Yes
Yes
Yes
Yes
Yes
PLC3-OS
xxxxxx093
Always refer to the latest published “Polycom Video and Infrastructure Pricing Book” (Document # PBKOP-10-
001 on the NEC Portal) for more detailed information regarding Polycom maintenance/support options.
Unlimited Technical Telephone Support – Provides first come, first served access to
technical support engineers who assist in solving issues by phone. Phone support is available
during normal business hours in the designated support center‟s local time, Monday through
Friday, or in accordance with your agreement, excluding national and local holidays observed
by Polycom.
Software Updates and Upgrades – Provides you with both software updates and upgrades.
Software updates correct software errors. Software upgrades provide you with major features
and functionality releases. You can download these yourself when ready, or set up automatic
downloads.
Advance Replacement of Parts – Provides expedited replacement of all covered, failed
hardware parts. If technical phone support determines that there is a hardware part failure or if
there is an obvious malfunction, a replacement part will be dispatched on the same day for
next business day delivery. Local pick-up time restrictions and customs delays may affect
actual delivery time in some regions
On-Site Support – Provides onsite support. Polycom will provide the end user customer
(“Customer”) one Polycom Engineer to be onsite at the Customer‟s designated site or facility
for an initial dispatch period of 2 days or any part thereof. After the initial dispatch, additional
dispatch days can be purchased. The Polycom Engineer will be onsite for each additional day
purchased or any part thereof. The Polycom Engineer is available Monday through Friday
excluding Polycom holidays from 8 AM to 5 PM local time. The task for each visit will be
stated in writing by the Customer and will be agreed to by Polycom prior to the Polycom