Partner Works Service Packages
Authorized service services provided by myHEZO as an Authorized Service Partner in Poland. Thanks to this, partners and users can obtain full technical and service support for purchased PartnerWorks service contracts at the L1 and L2 levels (diagnosis, verification and problem solving) in Polish, provided by Polish, certified engineers. Access to these services is provided locally through a dedicated portal myHEZO.pl, which is available to Polish myHEZO business partners who have a signed partnership agreement (using the VZAM login) and equipment users after registering for portal. Access to engineers is also available by phone: 0-12 25 25 600.
Services under Partner Works and Extreme Works service contracts are provided in accordance with the following levels:
| DESCRIPTION | TECH SUPPORT | OPERATING SOFTWARE UPDATES AND UPGRADES | PART-TO-SITE RESPONSE TIME* | WEB SUPPORT 24X7X365 | |
|---|---|---|---|---|---|
| NBD | 4HR | ||||
| TAC & OS Support | v | v | v | ||
| Next Business Day Advanced Hardware Replacement (AHR) | v | v | v | v | |
| 4 Hour AHR | v | v | |||
| NBD Onsite | v | v | |||
| 4 Hour Onsite | v | v | |||
Partner Works support features:
- access to the knowledge base on the Extreme Networks portal,
- prioritizing critical issues,
- access to corrections,
- access to upgrades and new versions,
- replacement of damaged equipment in accordance with the parameters from the table above.
As an extension of the warranty or Partner Works services, we offer additional service logistics services:
HEZO Partner Works AHB – Advanced Hardware Backup – is a service that ensures replacement in the event of a failure or provision of replacement equipment for the duration of repair. The replacement device is delivered to the site via courier or, in the case of longer time options, by dedicated transport throughout the country.
HEZO PartnerWorks SOS – Service On Site – is the most advanced service that guarantees replacement in the event of a failure or provision of replacement equipment for the duration of repair. The service is performed at the device installation site by a certified engineer who will dismantle the damaged equipment, install, connect and launch the new device and install the appropriate OS version as well as the last copy of the configuration provided by the user.
HEZO Partner Works AHB and SOS services are available in the following guaranteed time options:
| Service | Receiving applications | On-site presence (SOS) | Device delivery (AHB) |
|---|---|---|---|
| 8x5 NBD | From 9:00 a.m. to 5:00 p.m., on working days (Mon-Fri) | next business day | next business day |
| 24x7xNBD | 24 hours a day, 7 days a week | 8h | 8h |
It is possible to price other time variants for the services provided according to the customer's needs, e.g.: 8x5x8 or 24x7xNBD.
Service requests for reporting failures or technical support should be made via the website myHEZO.pl or by phone: +48 12 25 25 600.
Any additional services not covered by the above scope, as well as work outside standard working hours, are agreed and priced independently with myHEZO representatives.
As a complement to maintenance services, we also offer implementation services, including planning, delivery, installation and implementation of videoconferencing systems, in accordance with the needs and requirements of customers. These services are provided exclusively to myHEZO trading partners.
Services provided by myHEZO – Authorized Service Partner of Exclusive Networks are performed by certified and experienced engineers. We make every effort to ensure that they are carried out professionally, in accordance with our experience and good industry practices.
Terms and conditions of service provision:
Request window - the time during which service requests are accepted.
8x5 - means the possibility of reporting 8 hours a day (from 9:00 a.m. to 5:00 p.m.), 5 business days a week (Monday to Friday), excluding holidays and statutory holidays.
24x7 – means reporting is possible 24 hours a day, 7 days a week.
Delivery time - this is the time in which the target or replacement equipment is delivered to the indicated place, measured from the moment the validity of the service request is accepted.
NBD - equipment delivery on the next business day. Delivery is made via courier.
8 h - equipment delivery within 8 hours of application approval
Response time - the period from the moment the service request is sent by an authorized user representative until the HEZO engineer contacts the reporting person, provided that this period is within the service hours. For myHEZO service services - the response time is always no more than 1 hour.
Report channel - a possible method of communication with the team of HEZO engineers providing service services. All service requests should be submitted via:
Telephone hotline: 12 25 25 600
Internet portal: myHEZO.pl
e-mail: pomoc@myhezo.pl
Each service request is subject to verification of the fault/damage through technical interview, performance of service tests and/or sending logs from the devices. Only after the notification is verified and its validity is confirmed, replacement equipment is delivered in accordance with the above guidelines.
To accept the report, it is necessary to provide the serial number of the failed device and the service contract number.
As part of the service, the user is obliged to return the damaged device within 7 days to the HEZO team or directly to the manufacturer, based on the received and prepaid bill of lading. Shipment details must be agreed as part of an open service request.
In case of escalation of the report, please contact us at: escalation@myhezo.pl or by phone at 12 25 25 502.
The full scope and list of activities performed as part of the implementation included in HEZO services are available from Exclusive Networks Poland trading partners.
HEZO services are provided by Exclusive Networks Poland S.A. - authorized distributor of Extreme Networks solutions in Poland, compliant with the requirements of ISO 9001/2015 in the field of service services. Exclusive Networks Poland S.A. sells products and services exclusively through a network of authorized partners in CEE.