Logitech Select Service Description

Can Logitech SELECT be purchased any time or only with the purchase of the room solution?

How are movements of devices between meeting rooms managed in SELECT?

Logitech already offers Jumpstart service offering 90 days of advanced setup support from date of purchase. Will this still be available standalone or will Logitech SELECT be required to get the advanced setup support?

Does Logitech Select have value for customers who don’t want to use Sync for room management and analytics?

What is the Logitech Service Portal?

How do customers get initial access to the Service Portal?

Can the Select invitation email be forwarded?

Can a group email be used as Customer email address to send the Select invitation to?

The invitation to Select was lost/went to the incorrect person, can a new one be sent?

Can customers use their corp SSO to sign into the Logitech Service Portal or do they have to create new accounts and passwords?

When support is needed, how do customers access it?

Will Logitech Select service team participate in video calls?

What hardware and software products and solutions are supported by Logitech Select?

Can customers with global operations buy Select in one country and apply the room-based licenses to rooms in other countries?

Instant RMA (onsite spares): is it 1 unit per 50 rooms, is it at the order level or at the Customer level?

How does the Onsite Spares process work? Customers have different hardware in different rooms so how is the spare hardware chosen?

Can purchases of Logitech Select be cancelled?

Which information is required for the purchase of Logitech Select?

Why does Logitech request detailed Customer information be provided with the order?

How will the Customer be notified of their purchase?

Where can Customer see at a glance the status of entitlement to the Select service, including number of licenses, start and end date?

Will the distributor and reseller receive the email purchase confirmation?

Can I add an additional person to the Select invitation?

The Customer has offices located globally. What address should be used when ordering?

The Customer had previously purchased Extended Warranties. Will those licenses to Warranty appear on the contracts page of the Logitech Services' Portal?

Can I order 2 Services on the same PO? i.e. Extended Warranty and Select?

What name and email address should be submitted on the order for the Customer?

The Customer received the Invitation, what should they do next?

What is the subject of the email invitation? (the Customer cannot locate it in their inbox)

How long is the welcome invitation link valid?

The Customer clicked on the invitation link and it's no longer valid - what should they do now?

What is the range of Select SKUs available and are there any differences to the offering depending on duration?

Can Logitech SELECT be purchased any time or only with the purchase of the room solution?

Logitech SELECT can be purchased any time both with the purchase of new equipment or to support rooms in which Logitech equipment has previously been set up.

How are movements of devices between meeting rooms managed in SELECT?

Logitech VC equipment is assigned to designated rooms within the Logitech Service Portal by entering the serial numbers (S/N).

Movement of devices and/or SELECT licenses between rooms is possible, reflecting the reality of facilities changes and device deployments in customer environments.

Logitech already offers Jumpstart service offering 90 days of advanced setup support from date of purchase. Will this still be available standalone or will Logitech SELECT be required to get the advanced setup support?

Jumpstart services are included with the purchase of Logitech Tap Bundles for Microsoft Teams Rooms and will remain so independent of Logitech Select.
In addition to many other benefits, Logitech Select provides a level of ongoing technical support comparable to the Jumpstart program beyond the initial setup intended to cover the VC solution for its entire lifecycle.
Customers who have JumpStart but have purchased Select will benefit from better SLAs under Select - we recommend they open tickets for support via the Select Portal.

Does Logitech Select have value for customers who don’t want to use Sync for room management and analytics?

Logitech Select includes premium features of our Sync device management solution and provides user experience benefits for customers that deploy the Sync agent and use the Sync portal but does not depend on or require Sync in any way.

The core benefits of 24x7 premium support, hardware warranty extension for Logitech equipment in the room, next-business-day RMA, Instant RMA and CSM are all available independent of Sync.

What is the Logitech Service Portal?

Features of Logitech Service Portal include:

Contract Management - digital record of Logitech Service contracts such as Select, SyncPlus and Extended Warranties.
Room Assignment - for Select and SyncPlus licenses that require individual room assignment
Select support - all Select support tickets are raised via the Service Portal, with visibility and tracking available to all team members
Multi-Tenancy - enables customers to delegate access to preferred service partners, and for those partners to manage multiple end customer accounts
User Access, Rights and Roles management - Admin and Read-only roles for greater flexibility and responsibility delineation
Sync Integration - import of room details to ease the assignment of licenses and enables 'one-click' help ticket creation from directly within the Sync Portal

How do customers get initial access to the Service Portal?

By purchasing Logitech Select through an authorized reseller. Upon successfully processing the order, an invitation email will be sent to the email address which was provided as the "end-customer email."

Can the Select invitation email be forwarded?

No, a Select invitation cannot be forwarded. After clicking the link in the invite, the Customer can immediately delegate responsibility for further account setup and management, but the link in the invite itself will only work for the designated individual who receives the invite.

Can a group email be used as Customer email address to send the Select invitation to?

We would recommend that customers use an individual unique email address instead of a group address. This allows us to create a unique account with log-on credentials linked to one dedicated person in a Customer's Organization.

The invitation to Select was lost/went to the incorrect person, can a new one be sent?

Yes, please request it here: Select@logitech.com

Can customers use their corp SSO to sign into the Logitech Service Portal or do they have to create new accounts and passwords?

Customers can choose to use standard SSO integration to reuse their existing corporate user IDs and passwords.

When support is needed, how do customers access it?

Logitech Select services are accessed via the Logitech Service Portal and Logitech Sync Portal. The Logitech Service Portal enables team-wide access to raising and tracking of support requests as well as management of Logitech Select service per-room. For customers using the Logitech Sync device management platform, Logitech Select help requests can also be easily initiated from within the Sync console. When Sync reports a room being offline or otherwise in need of attention, the ability to initiate the help request is enabled and relevant information about the room and associated devices will be attached to the ticket, ensuring the Logitech Select team can more quickly diagnose and resolve the issue.

Will Logitech Select service team participate in video calls?

Yes, if helpful and desired by customers, Logitech Select team members can join a Teams or Zoom call where screen-sharing or better visualization of the physical setup can be accomplished. The Technical Services Partner (TSP) will also join in meetings with the Customer where necessary to resolve issues.

What hardware and software products and solutions are supported by Logitech Select?

Logitech Select service is provided for the following list of Logitech Supported Products (this list will expand in the future with new launches):
Rally Bar
Rally Bar Mini
Rally Plus
Rally
Rally Camera
Meetup
Tap and Tap IP
Swytch
RoomMate
Scribe
Logitech Room Solutions for Microsoft Teams
Logitech for Microsoft Teams Rooms on Android
Logitech Room Solutions for PC-Based Zoom Rooms
Logitech for Zoom Room Appliances
Logitech Accessories such as desk mounts, Strong USB cables, etc
Logitech Sync Software
Logitech CollabOS Software

Can customers with global operations buy Select in one country and apply the room-based licenses to rooms in other countries?

Yes, however there may be some countries where Select service is either unavailable or with different terms of service (speed of RMA delivery, language of Customer support, etc). These differences will be published and updated as Select global availability increases, customers and their account representatives should be aware of these terms of service when making their purchase and service allocation decisions.

Instant RMA (onsite spares): is it 1 unit per 50 rooms, is it at the order level or at the Customer level?

Onsite spares are provided at the Customer level.

For customers purchasing Select for large numbers of rooms at different times, onsite spares will acrue as the room count increases. For example, a Customer who buys 40 Select licenses in May and then another 40 in November would exceed the minimum 50-room threshold as of the second purchase of 40 rooms and thus would receive their onsite spare at that time. Further purchase of 20 more Select licenses at another later date would then qualify for another onsite spare as the Customer would have in total 100 rooms under Select contract.

A Customer in multiple countries is considered a single parent entity. They may purchase products and services under multiple regional entities or subsidiaries, but the 50 room minimum thresholds count at the parent entity level.

How does the Onsite Spares process work? Customers have different hardware in different rooms so how is the spare hardware chosen?

Onsite spares are intended as a means of minimizing downtime for the following scenarios:
- Hardware commonly deployed by Customers and therefore most likely to need replacement;
- Hardware deployed in the Customer’s most important rooms (such as boardrooms or training centers) where alternate rooms are not available and downtime can be least tolerated;
- Hardware deployed in locations where courier services for next-business-day delivery is least reliable

As part of the Customer’s onboarding experience, their CSM will discuss the best options for which hardware should be Selected for onsite spares and where it should be shipped, based on each Customer’s unique business needs. In all cases, the selected hardware shall match what the Customer has purchased and deployed such that a direct ‘hot-swap’ can be facilitated.

Can purchases of Logitech Select be cancelled?

Logitech Select service can be cancelled within 30 days of initial purchase.

Which information is required for the purchase of Logitech Select?

The SKU associated to the requested duration of coverage and the quantity of licenses required. Additionally, to process the order, the following information must be provided: End Customer Details including the End Customer Company Name, Email and Address. Are also required: Reseller Name, Email and Address, Distributor Name, Email and Address. The End Customer email will be used to send the invitation to the Logitech Services' Portal.

Why does Logitech request detailed Customer information be provided with the order?

As the Customer is the beneficiary of the service, detailed Customer information are required to process entitlement and deliver the invitation to the Logitech Services' Portal.

How will the Customer be notified of their purchase?

The Customer will receive an email with the purchase confirmation Subject title: ''Logitech Select Service Contract Details'' from ''Logitech Support Services <noreply@logitech.com>''

Where can Customer see at a glance the status of entitlement to the Select service, including number of licenses, start and end date?

This can be viewed from the Services' Portal in the left navigation pane under Service Orders.

Will the distributor and reseller receive the email purchase confirmation?

Yes, a copy of the email of confirmation purchase is sent out to the emails addresses provided by the reseller and distributor. The email will include the PO number to Logitech. Subject title -
''Logitech Select Service Contract Details'' from ''Logitech Support Services <noreply@logitech.com>''

Will the distributor and reseller receive the invitation email to the Select portal?

No only the Customer will receive this email.

Can I add an additional person to the Select invitation?

Yes, please send email with the request and your contact information to: Select@logitech.com

The Customer has offices located globally. What address should be used when ordering?

The address is used to facilitate a match to the Customer's account and to define and group service contracts.

If the Customer wants to consolidate all their contracts / rooms across sites against one overall account, and have holistic view on the Logitech Services' Portal, it makes sense to use their Corporate HQ address and that will help facilitate a match as we are likely to have their principal address on record.

If the Customer wants to keep their contracts separate, and have separate site autonomy over their own license allocation and assignment, then it makes sense to use the Customer address of the site where the licenses will be allocated to, and that way the license balances would be segregated.

The Customer had previously purchased Extended Warranties. Will those licenses to Warranty appear on the contracts page of the Logitech Services' Portal?

Yes, they should. If the Customer does not see them, it may be due to a number of reasons. For example, the order might still be in progress or incorrect data was submitted when the order was placed for Extended Warranty and Logitech was unable to associate this with this account. Please contact Select@logitech.com

Can I order 2 Services on the same PO? i.e. Extended Warranty and Select?

Please order different Service types on Seperate POs. For example, 1 PO for a Select order and 1 PO for any Extended Warranty orders.

What name and email address should be submitted on the order for the Customer?

The name and email on the order should be an IT Admin of the organisation of the Customer. Why? Because the invitation to the Logitech Services' Portal is sent to that email address.

The Customer received the Invitation, what should they do next?

The Customer should get started' by clicking the link on the email invite. Once logged into the portal the Customer can invite other IT co-workers to View (read only) or Manage (Admin) Logitech Select Rooms. In the portal they can add rooms and assign the licenses.

What is the subject of the email invitation? (the Customer cannot locate it in their inbox)

The email invitation subject is 'Welcome to Logitech Select’ and sent from 'Logitech Support Services <noreply@logitech.com' . Please check your spam folder. If you still have issues finding it, please contact Select@logitech.com

How long is the welcome invitation link valid?

There is a 30-day window to initiate your account before the link expires.

The Customer clicked on the invitation link and it's no longer valid - what should they do now?

Please send an email to select@logitech.com requesting the invitation email to be resent.

What is the range of Select SKUs available and are there any differences to the offering depending on duration?

Select is available for years 1 to 5 respectively. We do cap the warranty coverage at an upper limit for the aged devices e.g. for Select 5 year, it would only applies with new devices as we do not go beyond a 5 year overall warranty coverage duration.