Enhance Your Experience

GoldSeal Support is an enhancement to the support offers of Poly. GoldSeal provides you access to our experience and dedicated Poly professionals for assistance.  GoldSeal handles all levels of support and manages any escalation to the Vendor through resolution. 

In addition to standard troubleshooting, GoldSeal is there to help you with “how to” questions, administration assistance, and general guidance.  The GoldSeal team takes the time to understand your environment and business needs. 

Customers receive 24/7 emergency support for critical issues while less severe issues are handled during your normal business hours.

GoldSeal covers the support of both hardware and software issues related to your products covered under contract.  Our deep bench of expertise with Telephony, Video, Security and Convergence technologies, as well as cross vendor experience, provides a level of support that can be extended to surrounding equipment for a more complete troubleshooting experience.

Block of Hours

Prepaid block of hours provides an alternative to GoldSeal Plus support. Encompassing all the benefits of GoldSeal but consumed by the hour. Block of hours are available in 10-, 25- and 50-hour packages and can be used for support, MAC work, or training.

Incident Pack

GoldSeal incident pack provides emergency assistance for customers without a contract. Our Incident Pack covers a single issue from troubleshooting through resolution. Incident Packs are purchased in advance and provide the confidence that a highly skilled GoldSeal Engineer will be there for you.

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.

Support Features

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

• • 24x7x365 coverage
• • Measure Service Level Objectives (SLO)
• • Startup Installation assistance (audio and video only)
• • Web Portal Access
• • Telephone support
• • Software updates
• • RMA Management
• • Escalation Management

 

GoldSeal Support provides one number to call for all your Poly needs.

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)

Details of the service offers can be downloaded by clicking the following link
Support Features

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