Now that remote collaboration has become a standard, it is important that the system communication between people, employees and customers was always available. This guarantee will be provided by a comprehensive package of support services.
HEZO services dedicated to POLY solutions are a guarantee of technical support and service at the highest level. They are available in two service models:
HEZO +
What solutions is the HEZO+ service dedicated to?
HEZO + is dedicated to single POLY brand videoconferencing solutions, i.e.:
• Studio X30, X50, X70 series,
• Studio E70 series of devices.
What's included in the HEZO+ service:
-
warranty extension to a maximum of 3 years throughout the entire HEZO + service period,
- replacement of the device on the next business day in case of failure,
- remote technical support in Polish in 8x5 mode, provided by a team of experienced engineers,
- remote diagnostics in case of failure,
- help in configuring the solution,
- advice on configuration with third-party software (Teams, Zoom ...).
The service is only available for a period of up to 3 years and only when purchasing the device or no later than 30 days after its purchase. In the event of a failure, the user does not bear any shipping costs.
Partner POLY+
What solutions is the POLY+ Partner service dedicated to?
Authorized Partner POLY+ service services are dedicated to all POLY videoconferencing and audio solutions, and are especially recommended in all projects involving multiple locations, devices and services of various sizes. They can be extended with the Poly LENS platform, allowing for unified management, supervision, monitoring of use and updating of Poly solutions.
Partner POLY + service services, provided in Polish, include:
- unlimited technical support - for owners and users of POLY solutions at the Polish telephone number +48 12 25 25 600, 24x7. Includes help from technical support engineers in diagnostics, software upgrades, and solving technical problems, including those related to Zoom and Teams software. Support is provided in Polish.
- quick replacement of damaged equipment (AHR) - includes the shipment of spare parts or the entire device by the manufacturer no later than the next business day after the completion of diagnostics, which confirms the failure or damage to the equipment. The manufacturer covers shipping costs to the address indicated in the RMA. After receiving the part or device, the user should return the damaged components or equipment to the address provided on the shipment bill of lading within 5 days.
- software warranty – the manufacturer provides software support and assistance for purchased devices.
- software update – as part of the warranty, the user can download patches for the existing software. For the standard and extended warranty, patches are available for 90 days from hardware purchase. For POLY+ services, corrections are available for the entire duration of the service contract.
- software upgrade – includes new software functionalities. It is available to POLY+ owners.
- remote technical support – allows technical support engineers to remotely access devices and help the user diagnose and verify the causes of problems.
| Standard warranty | HEZO + | POLY Partner + | POLY + | |
|---|---|---|---|---|
| report window | 8x5 | 8x5 | 24x7 | 24x7 |
| repair time | about 30 days | NBD | NBD | NBD |
| software warranty | 90 days | full service period | full service period | full service period |
| technical support | YES | YES | YES | |
| configuration support | YES | |||
| support language | Polish | Polish | English | |
| maximum service time | 1 year | 2 years | up to 5 years | up to 5 years |
Additional information:
Partner POLY + services are available in one-year and three-year variants, which can be renewed during the validity of the service contract.