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Pay Per Incident

Please note: Effective November 3, 2008, Polycom Call Centers will offer Video and Network product technical support only to Resellers and Customers with active service contracts or product warrantees. For Resellers and Customers without current support contracts or coverage by a valid warranty, please see right hand Resources section for details.

Experience Polycom Support Services – on call when you need it

Not covered by a Polycom or Partner Branded Support Service Contract? Has the warranty on your video or network product expired? Polycom offers the option to purchase support on a single incident. This service has been designed exclusively for valued customers who have not subscribed to a support contract – or have an expired warranty – and need to access our technical support services.

Polycom's Pay-Per-Incident (PPI) service charges a nominal fee and delivers expert advice and technical support from the industry's leading technical support team. If you'd rather troubleshoot the issue you're experiencing yourself, Polycom has an extensive online Knowledge Base where you can search user guides, release notes, and technical tips, and more. Your Authorized Polycom Reseller or Polycom Sales Manager is also available to explain the levels of support services available and the benefits of having a support contract.

More About Pay-Per-Incident

Polycom supports voice, video, and network products meeting the following criteria:

  • Within the active warranty period of your Polycom product
  • Under the coverage of a Polycom – or Partner branded – Support Service contract

If your product does not meet the above criteria, the following options are available to you:

  • Pay-Per-Incident - Purchase support for the issue you're experiencing

The nominal charge for this service puts you in direct contact with Polycom technical experts to work your issue to resolution. Please note that this charge is not inclusive of parts, should they be required.

This option puts extensive Polycom technical tips, release notes, manuals and specifications at your fingertips. All valued customers have complimentary access to this valuable resource library 7/24/365.

  • Learn about the benefits a Service Support contract provides

Polycom, Polycom Certified Service Partners and Authorized Resellers offer support contracts to meet the needs of your organization. This may include features such as unlimited access to Technical Support during local business hours, software updates, advance replacement and onsite support.

Pay-Per-Incident Pricing

Due to the differences in products and their complexities, our Pay-Per-Incident is based on the Polycom product in question. Please be advised you may experience slight differences in process from region to region.

The following table summarizes the Pay-Per-Incident fee structure for you. Please note that Pay-Per-Incident does not cover repair costs. In the event a hardware repair or replacement is required, RMA charges may be billed separately.

Product Group


PPI Amount (USD)

SoundStation Series

May 15th, 2007


SoundPoint Pro Series

May 15th, 2007



May 15th, 2007


SoundStation IP (VoIP)

August 23rd, 2007


SoundPoint IP (VoIP)

August 23rd, 2007


Video Products

November 3rd, 2008


Network Products

November 3rd, 2008


*Please note that a credit card number will be requested at the time of service.

*Support for VoIP Products, SoundStation IP and SoundPoint IP, is only extended to Certified VoIP Partners. If you are not a Certified VoIP Partner, please contact your reseller for assistance. In warranty support may be via web only.

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