[FAQ] What kind of support should I expect from the Community. [ Edited ]

[SteffenBaierUK]

Question: What kind of support should I expect from the Community?

Answer: As explained => here <=

QUOTE:
 

• The purpose of these forums is to allow community members collaborate and help each other.
  Questions posted here do not follow Polycom’s SLA guidelines.
  If you require assistance from Polycom technical support, please open a web service request or call us.

and in addition within the VoIP Read First => here <=

QUOTE:

• As the title suggests, the Community Forums are open to all, and driven by the Polycom community: customers, resellers, distributors, and other industry activists from all over the world.
  The Community Forums are NOT an official support channel, and answers or suggestions provided by other community members may not always resolve your issue.
  If you need official support for your Polycom product or service, please contact Polycom directly through the official support channels, or contact your Certified Polycom Partner for assistance.

The Polycom Community is not a replacement for the Polycom Support Structure and any End User should contact their certified Polycom Reseller to contact Polycom Support in order to raise a case.

A Polycom device may be purchased via an online reseller that is not actually certified and therefore unable to raise a case directly with Polycom Support. In this instance the reseller should contact their Polycom Distributor to get this brought to the attention of Polycom Support.

If above all fails the End User may contact Polycom Support directly but may be asked to pay a PPI (Pay per Incident) Fee. 

Question: Why am I being asked to contact my Polycom Reseller?

Answer: Polycom certified Resellers should be aware and trained on the Polycom Product Portfolio and therefore able to provide Tier 1 support to their Customers. If the level of required support is outside their scope of troubleshooting ability's they can raise tickets with Polycom Support directly and work on these issues with Polycom Tier 2 Support and escalate within Polycom.

Question: Can I still post questions in the community even if I am aware that I will not receive a Level of Support that may be needed to troubleshoot my issue?

Answer: Yes, any community Member can post questions but should not expect a prompt reply from other community members. A Moderator may reply to a post highlight the correct escalation / support path that should be taken. Please do not "bump" your tickets via re-posting as mentioned in the Read First.