support site cheat sheet - polycomsupport.polycom.com/polycomservice/html/supportdocs/... · web...

Support.polycom.com Reference Guide

ContentsHome 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].

mailto:[email protected]

Home Page

Use your PRC portal account to login.

System will not log you out automatically if you check the “Keep me signed in” checkbox. Remember to logout once you have completed your tasks.

Knowledgebase and Product documentation content is not protected. You are not required to login to access these sections.

Support.polycom.com - Phase 1 Launch Cheat Sheet of 21

License Activation and Upgrade

License Dashboard (Only available to partners)


Product Registration

By default, “My Registered Products” table displays products registered to the user who is logged in

Open service requests for the products that are registered to the user by clicking “Create Service Request”

Find registered products by selecting one of the below options

See further details by clicking on the serial number of the product:


Register new product by clicking “Register New Product” button

Click “Register Product” button to register the product


RMA Status

You can enter multiple RMA numbers by clicking on “Add Another RMA” button

Click on the tracking number link to see the delivery status

Click on the line item number to see the RMA details:


If a product is not returned to Polycom, a button will appear in place of the link to allow printing the return way bill as well

Click on “Email RMA Instructions” to print RMA traveler


RMA Creation Forms

Select the RMA form based on the product line

Select Reference Guide tab to see RMA policy, DOA policy and Warranty support procedure


Online RMA Creation


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.


mailto:[email protected]

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.

Service Part Pricing


Only partners have access to parts repair pricing information


Service Requests

By default, “My Service Requests” table displays service requests for the products registered to the logged in user

Partners have access to see tickets of end users. When looking up these tickets, “All Service Requests” option needs to be selected.

Create new service requests by clicking button “Create new service request”

Search for a service request by using one of the following three options: Service Request number, PO number, and serial number


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.


Warranty and Entitlement look up (only available to partners)

You can enter multiple serial numbers by clicking on “Add Another SN” button

Click on serial number to see the agreement details:

If agreement numbers are legacy, the text “Legacy Contract” appears in place of agreement numbers.

Hover mouse over the product name to see the product description

Click on the Agreement Number link to see the entitlement details.


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:

http://www.polycom.com/

1. Top Navigation2. Search box on the home page


support site cheat sheet - polycomsupport.polycom.com/polycomservice/html/supportdocs/... · web...

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