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ATX Support Process
Technical Support
Warranty and Post-Warranty Support
Support Escalation Policy and Process
Support Process
Polycom, Inc.
Under the terms of the ATX certification program, authorized Partners must
offer the end user the support described in this section. End users who contact
Polycom Support will be directed to the Partner.
The certified Partner must be able to accept technical support problem calls via
e-mail, phone, fax, and pager. The Partner must make contact with the end
user within 24 hours of the call.
The certified Partner must provide support during the warranty and after the
warranty expires, including software and hardware updates and upgrades.
They must maintain a certified configuration of Polycom products as defined
in the Polycom Immersive Telepresence (ITP) Deployment Guide.
The certified Partner must, upon request, submit for Polycom approval, a
documented support escalation policy and process. The escalation policy must
meet Polycom's escalation policy and must describe how problems are
escalated through the Partner's management structure, and when necessary,
to Polycom.
Design Questions
Design questions should be referred to the ATX Design Support Desk at
ATXDesign@polycom.com. The Support Desk will respond by the end of the
next business day. Note that this is a North American-based email alias and
thus follows the US business day calendar.
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