I need to do a software upgrade for a Realpesence Group 500 unit, for a third-party customer. Its actual software version is 6.0.0-280932 and the target upgrade is 6.2.2.6-650033 (probably with intermediate upgrade to 6.2.0.2-560025 as I understand from the web site download page).
I thought that such an upgrade should be as simple as entering somewhere the serial number and then go to some purchase page for the upgrade key, but it seems I missed something here.
I enrolled the Poly Partner program just because of this, since in the future it may be possible to do the same on another Polycom system or systems. I am in the maintenance and/or system integrator field and tender for maintenance on Polycom conferencing products are quite often cited.
When I registered to Polycom web site, there were only three possible options – (1) an end user or consumer (not applicable for me), (2) a Polycom partner or reseller (this is where I thought I can fit) and (3) a Polycom employee or contractor (not applicable for me).
Should I contact a local dealer instead with a software upgrade request ? If so, then what is the point in becoming Poly Partner ? Probably it was better to skip the partner program and ask directly a local dealer as if I were the end user of the unit (though I am not).
I even opened a SR related to this upgrade request, since I don't understand the "workflow" here (SR 1-22913702721 and 1-22913702731).
??
Thank you,
Cristi