Support Hours

GoldSeal support is a Tier 1 and Tier 2 maintenance package, with ownership of escalating to Tier 3 and assist vendor provided hardware replacement. It is staffed by experienced and dedicated technical professionals between 9:00 a.m. to 5:00 p.m. local time within the Continental U.S. After hours, our on call engineers respond to critical severity issues within one hour.

Level 1 and 2 Support

The GoldSeal Support Center provides 24x7 remote support for P1 and P2. It is staffed by experienced and dedicated technical professionals between 9:00 a.m. to 5:00 p.m. local time within the Continental U.S. After hours, our on call engineers respond to critical severity issues within one hour.

Level 3: Escalation

GoldSeal handles escalation to Polycom if necessary including assistance with DOA and Warranty parts replacement procedures. Escalation and parts replacement require an appropriate manufacturer’s contract.

Hardware Replacement

The GoldSeal Service Desk provides next business day replacement of covered video conferencing and audio conferencing equipment on calls prior to 3:00 p.m. your local time, in the continental U.S. Equipment is shipped next business day at no cost to the customer. A return ground-ship label is included with the replacement equipment at no cost to the customer. International GoldSeal delivery schedules are dependent on the countries delivery infrastructure and availability, with every effort to provide Next Business Day Replacement.

Online Tools

GoldSeal Support provides you access to our online customer portal and ticketing system. Through this ticketing system you can:

• • Open cases through our online customer portal*
  • *For P1 and P2 issues, please follow-up directly with the GoldSeal personnel via a phone call.
• • Track tickets and escalations
• • Transfer files to and from our engineers

Software Updates

GoldSeal Service Desk can assist and mentor with the application of software updates. Working with your staff, key update information will be provided along with the reasoning for best practices and validation testing.

Reporting

The GoldSeal Service Desk package offers you the ability to run reports on your cases logged with the GoldSeal Service Desk through the online customer portal. This provides vital analytical data to allow for comprehensive view of requests logged with and resolved by GoldSeal.

Product Guidance by Certified Experts

During normal business hours, customers receive product guidance by certified experts that includes How-to assistance and product instruction on covered products. Our goal is to provide customers with the information and hands-on experience they need to feel comfortable with their solution and to confidently use it throughout their organization.

Contact Training@GoldSeal.Support

24-Hour Video Test Facility

The GoldSeal Service Desk Test Facility is available to customers 24 hours a day. This facility allows you to test equipment at your convenience.

Video Test System Numbers
Test System – IP: 63.99.47.168 (Group 500)
Test System – IP: 63.99.47.169 (HDX 8000)
Test System – IP: 63.99.47.170 (VSX)

Contact

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
Office Hours	9 a.m. – 5 p.m. local time (Continental U.S.) 24x7 P1 and P2	9 a.m. – 5 p.m. local time (Continental U.S.) 24x7 P1 and P2	9 a.m. – 5 p.m. local time (Continental U.S.) 24x7 P1 and P2 afterhours will be charged at time an half	9 a.m. – 5 p.m. local time (Continental U.S.) P1 and P2
Language	ENG	ENG	ENG	ENG
Documentation	Access to product documentation including: product manuals, technical guides, FAQs, software release notes	Access to product documentation including: product manuals, technical guides, FAQs, software release notes	Access to product documentation including: product manuals, technical guides, FAQs, software release notes	Access to product documentation including: product manuals, technical guides, FAQs, software release notes
Online Tools	Access to online tools and customer support case management; access to Polycom Adoption Portal Starter Edition	Access to online tools and customer support case management	Access to online tools including; problem resolution and customer support case management	Access to online tools including; problem resolution and customer support case management
Usage	N/A	N/A	BH: 30 min minimum, 15 min increments per call; OOH: 1 hr min, 30 min increments per call	One incident per issue
Updates	Access to feature releases and software updates	Access to feature releases and software updates	Access to feature releases and software updates	Access to feature releases and software updates

Support Resources

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
Service Desk Engineer
Designated Technical Support Engineer	Optional	Optional	N/A	N/A
Upgrade and Release Planning	Optional	Optional		N/A

Reporting

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
Customer Generated Reports
Service Delivery Reporting, Quarterly	Optional	Optional		Optional
Service Delivery Reporting, Quarterly Review, Remote	Optional	Optional		Optional
Annual Health Check and Report	Optional	Optional		N/A
Utilization Benchmarking Report		N/A	N/A	N/A

Access Method

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
Online Portal Access

Hardware Replacement

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
Advanced Replacement - Next Business Day Ship			N/A	N/A

On-Site Resources

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
On-site Technician for Replacement Part Install, Scheduled	Optional	Optional	Optional	Optional
Smart Hands Dispatch	Optional	Optional	Optional	Optional

Training

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
Help-Desk Assistance Remedial - Knowledge Transfer				N/A
Customized Product Training	Optional	Optional		N/A
Scheduled End-User Training (Audio & Video only)				N/A

Service Type

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
Annual Support Agreement			N/A	N/A
Prepaid Block of Time	N/A	N/A		N/A
Pre-Purchased Incidents	N/A	N/A	N/A

Support Elements

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
Email Support - 1 Business Day
Tier I Support
Tier II Support
Tier III Support			N/A	N/A
Tier IV Support			N/A	N/A
TAC Engagement - Web Portal and Telephone Support			N/A	N/A
Software Support			N/A	N/A
Software Updates			N/A	N/A
Resource Reservation	2	2		N/A
Escalation Support, 8x5			Optional1	Optional1
Escalation Support, 24x7		N/A	N/A	N/A

Additional Support Features

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
24/7 Video Testing Facility			Optional	Optional
Assisted Remote Access

Service Level

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
Standard Service Level Objectives

Additional Services

Offering	GoldSeal Advantage	GoldSeal Premier	GoldSeal BOH	GoldSeal Incident
Asset Tracking	Optional	Optional	N/A	N/A
MAC Assist - Basic				N/A
MAC Assistance - Complex	Optional	Optional		N/A
Proactive End-of-Life Monitoring	Optional	Optional	N/A	N/A

¹Requires an existing manufacturer manitenance contract and letter of agency
² For break fix issues during business hours only