Poly - Poly Elite Premier - Technical Support (uplift) - For Poly RealConnect For Office 365 Video Interoperability Service - 3 Years - 4872-09909-433

• Business Relationship Manager (BRM)
  As an Elite customer, you have a BRM assigned to your account to help enable your success, support activities and pro-actively provide information and advice. As the customer advocate within Poly, the BRM is your single point of contact to initiate, manage, and report on all Elite Service activities and to provide escalation management to engineering, service, and product management issues. Your BRM also provides continuity of information between teams, and coordinates regular status meetings to provide updates on open issues, in partnership with your Poly assigned Remote Technical Support Engineer.
• Remote Technical Support Engineer (RTSE)
  The RTSE is your key technical resource who manages escalations, updates the BRM, offers recommendations for deployment planning, provides version control for software and hardware product upgrades (to minimize any risk and impact on your production environment), and oversees remote deployment of system upgrades.
• 24X7 account-specific and prioritized technical support access
  Elite Service includes account-specific phone access to the customer support team familiar with your deployment who assist in solving issues by phone. 24x7 support is available around-the-clock, 365 days a year.
• Cloud Partner Endpoint Support
  Cloud Partner Endpoint Support improves response times in Poly-enabled ecosystem cloud solutions by acting as a primary point of contact to the customer. When the Poly support team receives an incident request for a Poly product used in an approved strategic cloud partner environment, a service request will be created in Poly's ticketing system for tracking purposes. Poly will work with the strategic cloud partners and customers to solve the problem.
• Upgrade management
  The RTSE works with you to recommend, plan, and oversee remote deployment of all Poly software product upgrades. This service identifies interdependencies and potential issues to minimize risk and impact on your production environment.
• Entitlement coverage
  To give you an overview of your collaboration tools, your Elite team catalogs all infrastructure, network, and endpoint hardware, including voice products, in your Poly environment.
• Program reviews
  Your Poly BRM conducts regular status meetings with your assigned point of contact, addressing items such as business objectives, program status, actions, and new initiatives. Topics may include reports of the number of cases opened, number of Return Materials Authorizations (RMAs) opened, specific cases opened with their status and action plans, and specific cases closed with their resolutions.
• Root cause analysis
  On request, your Elite team executes preventative measures to identify the cause of priority-one issues and recommends remedial steps to help avoid reoccurrence of the same issues.

Elite Service provides a holistic support strategy beyond individual products that optimizes the performance of your solution and increases your return on investment. Elite Service is a proactive, high-touch service that assists you in managing your dispersed Polycom environment around the world, provides resources to manage your day to day technical requests, and keeps an eye on your Polycom investment, in its entirety.