poly 8L531AA Studio X70 with TC10 Conferencing Video Bar Instruction Manual
- June 1, 2024
- Poly
Table of Contents
poly 8L531AA Studio X70 with TC10 Conferencing Video Bar
Service Description
SUMMARY
Poly’s Partner Branded Premier Software Support provides Certified Partners
(“Partner”) with technical telephone support, Software Upgrades and Updates,
and access to Polycom’s support portal (the “Service”). Partner Branded
Premier Software Support is available through two service offerings: 8×5 and
24×7.
PARTNER COMMITMENTS
The Partner will
- Be responsible for the delivery of all support services to its Customers. This includes but is not limited to telephone support, on-site labor, parts replacement, Software Updates and Upgrades, and training.
- Ensure all its technical personnel have completed Poly training for those Poly Products that they service. At a minimum, all personnel who are required to service Poly Products (except voice products) must become a Certified Videoconferencing Engineer.
- List all Partner technical personnel who completed Poly Product training on the Partner profile form.
- Be responsible for operating and managing its systems, and performing Tier 1 activities. Poly-trained Partner personnel should be on-site to provide Tier 1 diagnostics, maintenance, and administration.
- Tier 1 activities include but are not limited to the following:
- Monitoring, maintaining, administering, and troubleshooting defects that occur with the Poly Products;
- Operating the system 24×7 and be available for on-call or onsite assistance 24×7;
- Performing system administration including adds, changes, and other updates to the licensed Software the configuration that is authorized in writing by Poly;
- Performing system backups and restorations including creating local system backups of the licensed Software on various media as required;
- Monitoring system alarms;
- Performing system diagnostics and taking corrective action as necessary;
- Being fully capable of using network monitoring test equipment and providing traces of such events to Poly Tier 2 support personnel when requested;
- Maintaining various maintenance logs;
- Isolating system defects (Poly Products and licensed Software); and
- Escalating defects to Poly Tier 2 as necessary.
- Be responsible for installing any Software Upgrades or Updates that are made available to the Customer for Poly Products are covered by this Service.
- Be responsible for all maintenance and repair on Customer-provided servers.
SERVICE ELEMENTS
Technical Telephone Support Poly will provide technical telephone support
Monday through Friday 9 am to 5 pm excluding recognized government holidays
for Poly Products covered by this Service to an unlimited number of the
Partner’s designated technical representatives. Poly support engineers will
provide remote assistance in diagnosing, configuring, and troubleshooting Poly
Products covered by this Service. This support will be made available through
regional phone numbers and in select local languages. Poly provides a phone
number and local language information at http://support.polycom.com.
PARTNER BRANDED PREMIER SOFTWARE SUPPORT
Priority Management
Poly will classify a reported Partner problem based on the following
methodology:
Escalation Management
Poly has established formal escalation procedures to resolve complex Partner
problems. Poly’s support management team coordinates the escalation of
problems through tiers of technical expertise, rapidly engaging the right
specialists throughout Poly. In addition, Poly will execute internal
notifications to alert Poly’s service management when Partner support cases
age past established thresholds.
Response Objectives
Poly will respond (as set forth below) to and use commercially reasonable
efforts to provide a fix or a workaround if Poly determines that such a
workaround would be an adequate response. In the case of a workaround for a
Critical or Major Defect, Poly will use commercially reasonable efforts to
provide a fix within the next release. Response Objective timeframes are
calculated within business hours (e.g., A major defect problem reported at 5
pm will be responded to by a Poly support engineer by 8:30 am the following
morning (excluding holidays). Response Objectives are Poly targets for service
responsiveness but are not commitments or service-level agreements.
Polycom Support Portal
Poly will provide 24×7 Partner access to http://support.polycom.com. This
support portal will include the following functionality for Partner accounts:
User-friendly Product Registration
Product licensing lookup
Knowledgebase searches
Downloading the latest Product documents and software Creating online service
requests and checking the status Partner Branded Premier 24×7 Software Support
(Optional) The 24×7 option enhances Poly’s Partner Branded Premier Software
Service by providing technical telephone support 24×7 for Poly Products
covered by this Service. Poly support engineers will provide remote assistance
in diagnosing, configuring, and troubleshooting Poly Products covered by this
Service. This support will be made available through regional phone numbers
and in select local languages. Poly provides a phone number and local language
information at http://support.polycom.com.
SECURITY MANAGEMENT
Polycom’s Information Security Management System (“ISMS”) is ISO 27001
certified; the certificate is available at
http://www.coalfireiso.com/Certificates/Polycom-ISO-27001-Certificate-
Award_3-24-2017.pdf To prevent security incidents and detect vulnerabilities,
Poly uses Security by Design (products are hardened and network ports are only
allowed as necessary) and Privacy by Design (access is only allowed via least
privileged and need-to-know methodologies and data is encrypted in transport
and at rest as needed) principles. When anomalies are identified, they are
promptly investigated to determine if a security or privacy incident has
occurred. If an incident is identified that affects the delivery of the
Services or the confidentiality, integrity, or availability of Customer data,
the Customer will be notified in a timely fashion. Self-service information
may exist on the Polycom support portal at
https://support.polycom.com/content/support/security-center.html. Privacy
and GDPR information are available at
https://www.polycom.com/company/privacy.html.
TERMS AND CONDITIONS
This Service Description is subject to the Polycom Service Terms and
Conditions for Resellers at: http://www.polycom.com/products-
services/services/services-terms-and-conditions-resellers.htmlIn the event of
a conflict between the terms of this Service Description and the Polycom
Service Terms and Conditions for Resellers, the Polycom Service Terms and
Conditions for Resellers will apply. All capitalized terms used and not
otherwise defined herein, excluding proper nouns and other grammatically
required capitalization shall have the meaning outlined in the Polycom
Glossary located at:
http://www.polycom.com/content/dam/polycom/common/documents/guides/polycom-
glossary-of-terminology-andabbreviations-guide-enus.pdf
Head oce – Suite 2405, 5 Lawson Street, Southport, Gold Coast QLD 4215 and Australia-wide is located in Sydney, Melbourne, Brisbane, Gold Coast, Perth, Adelaide, and Canberra Tel – 1800 111 387
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