Support.polycom.com Reference Guide Contents Home Page...................................................................................................2 License Activation and Upgrade..............................................................................3 License Dashboard (Only available to partners)..............................................................3 Product Registration........................................................................................4 RMA Status..................................................................................................6 RMA Creation Forms..........................................................................................8 Online RMA Creation.........................................................................................9 Service Part Pricing.......................................................................................13 Service Requests...........................................................................................14 Warranty and Entitlement look up (only available to partners)..............................................16 Batch Warranty and Entitlement look up (only available to partners)........................................18 Accessing Product Documentation and Software Downloads.....................................................19 Accessing the Knowledge Base...............................................................................19 If you have a question about the new support site, please send your emails to [email protected].
25
Embed
Support site cheat sheet - Polycomsupport.polycom.com/PolycomService/html/supportDocs/... · Web viewSupport.polycom.com Reference Guide Contents Home Page2 License Activation and
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
License Activation and Upgrade............................................................................................................................................................................................................ 3
License Dashboard (Only available to partners)....................................................................................................................................................................................3
Service Part Pricing.............................................................................................................................................................................................................................. 13
Service Requests.................................................................................................................................................................................................................................. 14
Warranty and Entitlement look up (only available to partners)..........................................................................................................................................................16
Batch Warranty and Entitlement look up (only available to partners)................................................................................................................................................18
Accessing Product Documentation and Software Downloads.............................................................................................................................................................19
Accessing the Knowledge Base............................................................................................................................................................................................................ 19
If you have a question about the new support site, please send your emails to [email protected].
Displays only the RMAs that are opened online by the logged in user
RMAs and RMA requests can be searched by using a combination of date, status and one of the IDs (Serial #, RMA #, RMA request # and customer reference #)
Create new RMA requests by clicking the button “Create New RMA Request”
Select the unit or accessory that needs to be added to RMA request by clicking the hyperlink “Create RMA.”
A new section will be added on the page to add a new line item.
Upgrade coverage by selecting one of the options in the “Requested Coverage” drop down menu. This is a billable activity and Polycom will contact you to collect payment information.
Select the symptom (mandatory field) for you to return the product.
Check the DOA box to indicate that it’s a DOA return. If checked, a new link will appear for downloading DOA certificate. Email this form to [email protected] and include the product serial number in the subject line. A copy of this form should also be included with your shipment of faulty product to Polycom.
Click “Dead On Arrival (DOA)” link to see the DOA policy.
Provide detailed comments describing your symptom and click on “Add Line Item” button to add your selected product to the RMA request. A new window will appear to show all the items in your RMA request.
Click on the “Submit Request” button to create your RMA request. If you would like to add another part from the serial number you already searched, you can add a new line item by clicking on the “Create RMA” link.
If you would like to submit RMA for another serial number, you can look up the new serial number and add another line item to your current RMA request. Make sure that one RMA request belongs to only one ship-to contact/address.
RMA will be created once the RMA requests are processed (either manually or automatically). One RMA request can be broken into multiple RMAs.
Access to this feature is available to the approved users only. If you would like to get access, please contact your account manager or submit the online RMA access request form in the “Doing Business with Polycom” section.
Click on the service request number to see the details
Update a service request by adding attachments and notes with the help of above two buttons. Technical support will know that you have added some information.
Support team’s response to your notes will appear in the interface.
Batch Warranty and Entitlement look up (only available to partners)
Enter the email address where you’d like to send the excel spreadsheet.
Select the file which includes serial numbers (separated by tabs) of the assets for which you would like to look up warranty / entitlements.
Accessing Product Documentation and Software DownloadsProduct documentation and software downloads can be accessed using one of the below three navigation:
1. Top Navigation2. Links in the main body of the home page3. Drop down menu on the home page
Product documents and software downloads pages are still hosted on www.polycom.com site and will open in a new window
No changes in this functionality in phase 1
Accessing the Knowledge BaseKnowledgebase can be accessed using one of the below two navigation: