Support.polycom.com Reference Guide

Transcription

1 Support.polycom.com Reference Guide Contents Home Page... 2 License Activation and Upgrade... 3 License Dashboard... 3 Product Registration... 4 My Company s Products... 7 RMA Status... 9 RMA Creation Forms My Company s RMAs My RMAs Bulk RMA My Company s Service Requests My Service Requests Service Part Pricing Warranty and Entitlement look up Batch Warranty and Entitlement look up My Company s Entitlements Generate Welcome Letters Hardware Upgrade Accessing Product Documentation and Software Downloads Accessing the Knowledge Base Appendix 1 Access levels by user type If you have a question about the new support site, please send your s to eserviceaccess@polycom.com. Rev 4 Last update: March 9, 2011

2 Home Page Use your PRC/Support 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 reference guide Page 2 of 35

3 License Activation and Upgrade License Dashboard Support.polycom.com reference guide Page 3 of 35

4 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 Serial Number Part Number Support.polycom.com reference guide Page 4 of 35

5 Order Number Regular expressions (e.g. 820* to search for any SN that begins with 820) can be used to enter values for any of the above options. More than one value can be entered by joining with semicolon (e.g. 820*;720* to search for any SN that begins with 820 or 720). Registered Date Range criteria can be combined with one of the above options in Search By drop down menu See further details by clicking on the serial number of the product: Register new product by clicking Register New Product button Support.polycom.com reference guide Page 5 of 35

6 Click Register Product button to register the product Support.polycom.com reference guide Page 6 of 35

7 My Company s Products Displays products that are being serviced by the logged in user s organization Find products by selecting one of the options displayed in the screenshot below: Support.polycom.com reference guide Page 7 of 35

8 Regular expressions (e.g. 820* to search for any SN that begins with 820 and HDX* to search for all the HDX products) can be used to enter values for any of the above options. More than one value can be entered by joining with semicolon (e.g. 820*;720* to search for any SN that begins with 820 or 720). Ship Date Range criteria can be combined with one of the above options in Search By drop down menu Click on the column headers to sort by that field Export your table entries in CSV, Excel and XML format by clicking on the export options Click on the Serial Number to see the product details Support.polycom.com reference guide Page 8 of 35

9 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: Support.polycom.com reference guide Page 9 of 35

10 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 RMA Instructions to print RMA traveler Support.polycom.com reference guide Page 10 of 35

11 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 Support.polycom.com reference guide Page 11 of 35

12 My Company s RMAs Displays RMAs that are opened by anyone in the logged in user s organization Find RMAs by selecting one of the below options Support.polycom.com reference guide Page 12 of 35

13 Serial Number RMA Number RMA Request Number Part Number Product Description Regular expressions (e.g. 820* to search for any SN that begins with 820 and HDX* to search for all the HDX products) can be used to enter values for any of the above options. More than one value can be entered by joining with semicolon (e.g. 820*;720* to search for any SN that begins with 820 or 720). RMA Submission Date Range criteria can be combined with one of the above options in Search By drop down menu Click on the line number to see RMA details Click on the column headers to sort by that field Export your table entries in CSV, Excel and XML format by clicking on the export options Support.polycom.com reference guide Page 13 of 35

14 Create new RMA requests by clicking the button Create New RMA Request Enter SN in the text field and look up the product Select the unit or accessory that needs to be added to RMA request by clicking the hyperlink Select Support.polycom.com reference guide Page 14 of 35

15 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 providing mandatory DOA information. Support.polycom.com reference guide Page 15 of 35

16 Click Defective On Arrival (DOA) link to see the DOA policy. Provide detailed comments describing your symptom, software release (if applicable) and reason of failure. Click on Add Line Item button to add your selected product to the RMA request. A new section will be added in your interface 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 Select link for that component. 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. Support.polycom.com reference guide Page 16 of 35

17 My RMAs Displays RMAs that are opened by the logged in user All the other functionalities are same as My Company s RMAs functionality Support.polycom.com reference guide Page 17 of 35

18 Bulk RMA This functionality can t be used to RMA DOA and product accessories Enter Site ID to apply entitlements for wireless products Either upload a file with the SNs or enter / scan SNs and lookup products. Only 50 products can be RMA d in one request. Support.polycom.com reference guide Page 18 of 35

19 Review the products looked up and provide software release (if applicable), Symptom and Reason of Failure information. Submit your form to generate a new RMA request. You can look up the status of your RMA request by using My RMA or My Company s RMA. Support.polycom.com reference guide Page 19 of 35

20 My Company s Service Requests Displays service requests opened by the logged in user. Search for a service request by using options as displayed in the below screenshot:

21 Regular expressions (e.g. 820* to search for any SN that begins with 820 and HDX* to search for all the HDX products) can be used to enter values for any of the above options. More than one value can be entered by joining with semicolon (e.g. 820*;720* to search for any SN that begins with 820 or 720). RMA Submission Date Range criteria can be combined with one of the above options in Search By drop down menu Click on the column headers to sort by that field Export your table entries in CSV, Excel and XML format by clicking on the export options 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 and an will be sent out for your notification. Create new service requests by clicking button Create new service request Support.polycom.com reference guide Page 21 of 35

22 Enter SN to look up your product and provide installation location of the product Support.polycom.com reference guide Page 22 of 35

23 Enter keywords related with your problem and hit proceed. We ll display possible solutions from our Knowledgebase. Please click on a link to see the solution details. If you found your solution, click on the I Found My Solution button. If you would still like to create a service request, enter the details of your issue and press Open Service Request button. Support.polycom.com reference guide Page 23 of 35

24 My Service Requests By default, My Service Requests table displays service requests opened by 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. All other functionalities are same as My Company s Service Requests. Support.polycom.com reference guide Page 24 of 35

25 Service Part Pricing Click on the repair pricing for the region/country of your product s installation Select product family / model or search by part number / description to see the repair pricing details Support.polycom.com reference guide Page 25 of 35

26 Warranty and Entitlement look up 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.

27 Batch Warranty and Entitlement look up By default, we include your profile address. Change the address if you d like to send the excel spreadsheet to another address. Select the file which includes serial numbers (separated by tabs or new line) of the assets for which you would like to look up warranty / entitlements. We ll send an output excel spreadsheet to the address provided above.

28 My Company s Entitlements Displays agreements that are being serviced by the logged in user s organization Find agreements by selecting one of the options displayed in the screenshot below:

29 Regular expressions (e.g. 820* to search for any SN that begins with 820 and HDX* to search for all the HDX products) can be used to enter values for any of the above options. More than one value can be entered by joining with semicolon (e.g. 820*;720* to search for any SN that begins with 820 or 720). Date Range criteria can be combined with one of the above options in Search By drop down menu Click on the column headers to sort by that field Export your table entries in CSV, Excel and XML format by clicking on the export options Click on the Agreement Number to see the agreement details Support.polycom.com reference guide Page 29 of 35

30 Generate Welcome Letters This functionality is not available for Wireless products Enter PO Number and press the Generate Welcome Letters button to send a welcome letter to the profile address Select By Serial Numbers tab to generate welcome letter by serial numbers More than one SNs can be entered by clicking on Add another SN button

31 Hardware Upgrade Enter Serial Number to see a list of products/components. Hit Next.

32 Enter SN of upgrade kit and system will match the selected component and upgrade kit. Submit Upgrade Hardware button to complete the upgrade. If everything goes successfully, you ll see a confirmation message: Support.polycom.com reference guide Page 32 of 35

33 Accessing Product Documentation and Software Downloads Product documentation and software downloads can be accessed using one of the below three navigation: 1. Top Navigation 2. Links in the main body of the home page 3. Drop down menu on the home page Support.polycom.com reference guide Page 33 of 35

34 Accessing the Knowledge Base Knowledgebase can be accessed using one of the below two navigation: 1. Top Navigation 2. Search box on the home page Support.polycom.com reference guide Page 34 of 35

35 Appendix 1 Access levels by user type CSPs Direct partners / distributors All partners End customers CFS - key code generation x x x x CFS - license dashboard x x x Product registration x My Company's products x x Knowledgebase x x x x RMA status x x x x RMA forms My RMAs x x x x My Company's RMAs x x My Service Requests x x x x My Company's Service Requests x x Repair Pricing x x x Reprint Fedex return waybill x x x x Documents and downloads x x x x Warranty and entitlement look up x x x My Company's entitlements x x Batch warranty and entitlement look up x x x Field Upgrade x x x My Company's Reports x x Bulk RMA x Generate Welcome Letters x x Functionalities already available on support portal A request required from partners to enable this role for certain contacts Support.polycom.com reference guide Page 35 of 35