Polycom Time and Materials (T&M) Spare Parts Policy

Polycom provides a time and materials (T&M) spare parts service to certified partners only. A certified partner, who has been granted RMA rights on Polycom’s support.polycom@polycom.com system, may access the “Repair Pricing” link and obtain a quote. They then must access “My RMA’s” and create a time and materials RMA. This will require the upload of a purchase order in the amount of the quoted price. Partners may also call their local call center for assistance with trouble shooting and RMA requests.

The following terms and conditions apply:

Polycom reserves the right to include or exclude specific spare parts from T&M repair pricing as it deems necessary. End of Life (EOL) products may be excluded from this service two years after being declared End of Sale (EOS). The Polycom T&M service does not provide pricing for license upgrades. Licenses are purchased through Polycom’s standard sales process and/or may be included as part of a service maintenance contract. 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.  

While T&M spare parts service offers a solution for a Polycom product that is not covered under a valid support contract, Polycom recommends the purchase of a support contract for all products. A valid support contract gives you peace of mind, and helps maximize your investment with improved uptime and increased usage. It also ensures uninterrupted protection of your collaboration environment through ongoing software upgrades and support.  

Service Programs do not cover any of the following: (i) electrical work external to the Polycom Product; (ii) repair or replacement of damage to or defects in the Polycom Product resulting from causes external to the Polycom Product, including disaster, fire, accident, neglect, misuse, vandalism, water, power surges, lightning, or failure of the installation site to conform to Polycom applicable specifications; or resulting from use of the Polycom Product for other than intended purposes; or use of the Polycom Product with items not provided or approved by Polycom; or resulting from the performance of maintenance or the attempted repair of an item of a Polycom Product by persons other than Polycom employees or persons authorized by Polycom; (iii) furnishing supplies or accessories, or painting or refinishing the Polycom Product; (iv) Services in connection with the relocation of the Polycom Product, or the addition or removal of items of equipment or parts, attachments, features, from or to other devices not furnished by Polycom, including communications devices, video devices, audio devices, networks or links; and (v) Services in connection with computer viruses or conflicts involving software that is not installed or introduced by Polycom

Related links:
EOL policy
Repair pricing
RMAs
Pay Per Incident Policy