Yealink's offer includes popular solutions that enable collaboration and video calls for everyone. Now, in addition to the hardware itself, we provide you with the Yealink HEZO+ service.
YEALINK HEZO+
What does Yealink HEZO+ include:
- warranty for the entire duration of the HEZO service,
- replacement of the device on the next business day in case of failure,
- remote diagnostics in the event of failure,
- remote technical support from a team of experienced engineers,
- help in configuring the solution,
- advice on configuration with third-party software (Teams, Zoom ...).
The services are available with the purchase of Yealink video devices for a period of 1 to 3 years. In the event of a failure, the user does not bear any shipping costs.
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 Yealink 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.