Polycom RealPresence Implementation Services Specialization Program Guide

Transcription

1 Polycom RealPresence Implementation Services Specialization Program Guide

2 CONTENTS Introduction 3 Overview 3 Definition 3 Covered products 3 Specialization requirements 3 Training and testing requirements 4 Professional certification 4 Lab requirement 4 Practical field training 5 Ongoing education and program recertification 5 Customer delivery 5 Engineer assignments 5 Compliance and corrective action plans 6 Program support 6 Termination 6 FOR INTERNAL AND PARTNER USE ONLY 2

3 Introduction Overview The Polycom RealPresence Implementation Services Specialization is available to RealPresence Solutions Specialized Partners. This document defines the requirements for the Polycom RealPresence Implementation Services Specialization Program. The requirements for this program must be met in each region where the partner desires specialization. Definition Channel Partner as used in this document means the organization seeking Polycom RealPresence Implementation Services Specialization. Selling services Based on current Polycom policy the Polycom RealPresence Platform suite of products must be implemented by either a certified partner or by Polycom. RealPresence Implementation Services Specialization partners sell their own brand of implementation. Once fully certified under this program there is no need to purchase a Partner or Polycom branded implementation offering from Polycom. Covered products Polycom RealPresence Platform (RPP) products covered under this program Polycom RealPresence Collaboration Server 1500, 2000, and 4000 Polycom RealPresence Collaboration Server 800s, Virtual Edition Polycom RealPresence Resource Manager Polycom RealPresence DMA Polycom RealPresence Converged Management Application (CMA ) Polycom RealPresence Access Director Polycom Video Border Proxy (VBP ) Polycom RealPresence CloudAXIS Suite Specialization must be obtained for all products in the Polycom RealPresence Platform family. Additional specialization programs are available for integrating these solutions with both a Microsoft and IBM Unified Communications infrastructure. Specialization requirements The chart below details the requirements of the RealPresence Implementation Services Specialization program and applies to all Channel Partners seeking this Specialization. Polycom shall determine a Channel Partner s eligibility in its sole discretion based on these requirements and the other Business Requirements as detailed below. Polycom may modify these requirements from time to time upon notice to partners. Requirements RealPresence Implementation Services Specialization Specialization pre-requisites RealPresence Solutions Specialization RealPresence Technical training and exams (minimum of two Implementation Engineers must complete all requirements) Project Management (minimum of two individuals per region must meet requirement) Required lab Required partner branded service RealPresence Implementation Services Specialization Technical Learning Track RPIMPAT300 P-CVE Practical Field Training PMP, PRINCE 2 Practitioner or equivalent Yes No FOR INTERNAL AND PARTNER USE ONLY 3

4 Training and testing requirements The training requirements listed in the above table must be met by Channel Partner personnel who provide Implementation Services to customers using Polycom Platform products. To meet the requirements of this program a minimum of two (2) engineers from the partner implementation function must successfully complete the appropriate technical training and testing. This program is also applicable for the partners design engineers that provide detailed solution design. If the engineers that provide this service are different than the implementation engineers referenced earlier, additional staff can be taken through this program. Please take note that there is also training provided in the RealPresence Solution Specialization program, targeted at Sales Engineers that provide technical advice during the purchasing phase with a customer or high-level solution design expertise; the training in the RealPresence Implementation Service Specialization program is more technically comprehensive. Specialization or specialization prerequisites All organizations who wish to become Polycom RealPresence Implementation Services Specialized must have previously completed the RealPresence Solution Specialization program. Professional certification At least two (2) individuals in your organization must hold active PMP and/or PRINCE 2 Practitioner certification. Although it is not required that the partner Implementation Engineers hold this certification, it is required that the Project Management certified individuals be the ones managing your RealPresence Platform Implementations. Although formal 3rd party technical certification are not required it is highly recommended that the partner implementation engineers that are entering this program have prior IP networking and server virtualization experience. Lab requirement With this version of the RealPresence Implementation Services Specialization, Polycom is introducing the requirement to maintain an implementation lab. An implementation partner is required to have at least one Polycom RealPresence Collaboration Server 1500, 2000 or 4000, Polycom RealPresence DMA, Polycom RealPresence Resource Manager, Polycom Video Border Proxy (VBP ) Series, Polycom RealPresence Access Director, Polycom RealPresence CloudAXIS Suite and Polycom HDX or Polycom RealPresence Group 500. If a partner has a current lab that meets the RealPresence Service Specialization requirements no additional lab equipment is necessary. Based on the technology advances of the Polycom solutions, rising customer requirements for more robust support and the goal to fully enable self-sufficiency for our partners, an implementation lab has been found to be required. The lab is designed to be utilized by the Partner Implementation Engineers to preview new Polycom software and hardware releases, preconfigure customer solution scenarios, troubleshoot issues found during implementations, and to assist the engineers to maintain their technical proficiency. The lab will also be utilized during the practical exam phase of the certification, minimizing time spent out of the office for your implementation engineers on non-revenue generating activities. As the Polycom products are designed to be utilized together as a solution, a full complement of the products is required to be maintained in the lab. Equipment that is used for sales demo purposes cannot also be used to satisfy the lab equipment requirement, an independent implementation lab is needed. Current service contracts are required on each piece of lab equipment. Periodic updates to the lab requirements will be necessary as products change and/or new products are released. The time lines and policies to update your lab will be identical to those in the RealPresence Services Specialization program guide. FOR INTERNAL AND PARTNER USE ONLY 4

5 Practical field training After attending the applicable technical training classes, passing the P-CVE exam and purchasing the required lab equipment practical field training is required to grant final certification. The practical field training will consist of a real world scenario which will be provided to the partner organization. The two implementation engineers that have previously attended the technical training and passed the P-CVE exam will be required to configure the lab equipment per the documentation provided. The two implementation engineers are able to work on the scenario collaboratively. Once configured, an audit of the lab system by a Polycom technical resource will be conducted and the solution will be tested against the expectations set out in the original documentation. To work through the practical field training the partner implementation engineers can utilize any publicly available Polycom documentation. The partner will also have the opportunity to coordinate a single session with Polycom resources targeted at clarifying the real world scenario provided. This session will not provide technical advice, only clarification of the scenario. Once the system is successfully configured the partner will need to purchase and coordinate an on-site visit by a Polycom Support Engineer (Polycom part number ) to compare the lab configuration to the scenario provided. The on-site visit will be scheduled for two days and should be coordinated at least two weeks in advance. Generally, the first day of the site visit will consist of the Polycom Engineer validating that the solution is installed and configured properly. The second day will consist of each partner implementation engineer conducting a 3 4 hour session performing troubleshooting scenarios and a customer orientation session. If the partner implementation engineers do not pass the practical field training session a second scenario will be provided and the process above will be repeated. A more detailed guide on the practical field training process is available from your certification contact. Ongoing education and program recertification Periodic additional training will be required as new Software and/or Hardware versions are released for the product lines. Partners will have three (3) months from the release of the new training to have the appropriate staff fulfill the new training requirements. Assuming the individual implementation engineers keep current on the ongoing training requirements, their certification lasts for two (2) full years from the date they passed the practical field training. To recertify, the partner implementation engineers must successfully conduct the then current practical field training process. The practical field training can be scheduled with Polycom through your certification program contact. A yearly audit will be performed against the program requirements to ensure the certified partner has maintained compliance. Customer delivery As part of this program it is expected that a service similar in scope to that which Polycom provides will be delivered by the certified partner to the end-customer. Above and beyond the technical training that is required as part of this program, Polycom will make available our proprietary tools and templates used by our internal teams to deliver these types of products. Although certified partners are not required to utilize these tool and templates their use is encouraged. Engineer assignments The expectation of this Specialization program is that only the certified engineers are authorized to conduct the RealPresence Platform product implementations. A violation of this policy will mean immediate suspension from the program. Reinstatement may occur after one full calendar year from date of suspension. If at any time a partner organization, for whatever reason, is reduced to one (1) implementation engineer that is certified to conduct RealPresence Implementations the partner will have three (3) months to identify a replacement implementation engineer and have them attend the appropriate technical training class, then an additional three (3) months to have the replacement implementation engineer pass the practical field training. FOR INTERNAL AND PARTNER USE ONLY 5

6 Compliance and corrective action plans With the exception of the policy called out in Ongoing Education and Program Recertification section above, if Partner does not remain in compliance with the RealPresence Platform Implementation Specialization, training, and testing requirements, Polycom reserves the right to revoke the RealPresence Platform Implementation Specialization. Partner will notify Polycom of non-compliance promptly, but in no event more than 30 days after the Partner first becomes aware of its non-compliance. Partner s failure to provide such notice may disqualify Partner from the program. For Partners who report, or are found to be out of compliance with Program requirements: Partner will have 90 days from notification to correct the non-compliance issue(s). If Partner successfully addresses the non-compliance within this 90 day period, partner will remain certified and will continue to be entitled to deliver their own brand of implementation service.. If Partner does not successfully address non-compliance at the end of the 90 day period, Partner will be placed on probation and have 30 days to correct the non-compliance matter, and become fully re-instated in the program. During the 30 day probation period, Partner will be entitled to purchase Polycom Branded service only. If partner fails to address non-compliance by the end of the 30 day period, Partner will be terminated from the program and lose their RealPresence Implementation Services Specialization for balance of the program period. Polycom will communicate termination to partner in writing. In the continuing effort to support a Partner s service business model, Polycom will allow a Partner to re-apply for the Specialization at the end of the twenty-four month program period. Program support Ongoing training and technical communications will be provided via the support.polycom.com website and/or your program contact. RealPresence Implementation Specialized partners will have access to the Polycom internal processes used to deploy the RealPresence Platform product line. This material is targeted at the partner s certified Project Managers and the expectation is that it will be utilized to the fullest extent possible. Access to the content will be granted through your program contact. Program contact For additional RealPresence Implementation Services Specialization program information, please contact your Polycom Channel Business Manager, Service Sales Manager or the Global Partner Response Team. Termination If the Partner has been terminated from their status as a Polycom Reseller or Distributor, they will also be terminated from their RealPresence Services Implementation Specialization status and disqualified from receiving all program benefits, including rebates. Polycom reserves the right to terminate or modify this program at any time, for any reason, upon prior written notice to the partner. Polycom reserves the right to suspend or terminate a partner from this program for any reason, upon 30 days written notice to the partner. FOR INTERNAL AND PARTNER USE ONLY 6

7 About Polycom Polycom is the global leader in open standards-based unified communications and collaboration (UC&C) solutions for voice and video collaboration, trusted by more than 415,000 customers around the world. Polycom solutions are powered by the Polycom RealPresence Platform, comprehensive software infrastructure and rich APIs that interoperate with the broadest set of communication, business, mobile and cloud applications and devices to deliver secure face-to-face video collaboration in any environment. Polycom, Inc POLYCOM Polycom Asia Pacific Pte Ltd Polycom EMEA +44 (0) Polycom, Inc. All rights reserved. All Polycom names and marks associated with Polycom products are trademarks or service marks of Polycom, Inc. and are registered or common law marks in the United States and other countries. All other trademarks are property of their respective owners. No portion hereof may be reproduced or transmitted in any form or by any means, for any purpose other than the recipient s personal use, without the express written permission of Polycom. 7740_0713 7