Logitech Services Description & Overview

How to use this document

Please refer to the following parts of this document:

• The General Descriptions for Logitech Services Offerings in Section 2 which applies to all Logitech Service offerings; and

• The relevant sub-heading of Section 3 (Service Specific Descriptions) which is specific to the Service offering you have purchased.

• Section 1 of the document also provides an overview of Service Levels and a table of benefits for ease of review.

Contents

1) Overview of Service Levels and Table of Benefits

This section should be read in conjunction with the General Descriptions section.
Logitech service plans offer a range of benefits intended to help customers at a level appropriate to their needs, ranging from Basic level services to Select level services. See Section 3 for the supplementary description specific to “Service Partner SKUs”.

Logitech Services are offered at three levels of Service as outlined further in this Services Description document and are purchased by reference to a category of Space such as Room or Flex Desk or through an Enterprise Plan (where available for that category of Space).

Basic is a service offering foundational support and management capabilities for Logitech workspace technology

Essential is a service plan offering a range of premium features within the Logitech Sync platform and related apps (such as Logitech Tune) and endpoints (such as Logitech Tap Scheduler or Logi Dock Flex)

Select is Logitech’s premium level service plan offering the full range of Logitech service benefits and advanced tools & analytics

LOGITECH SERVICES FOR MEETING ROOMS

DEVICE MANAGEMENT

• Provision and configure systems

• Monitor and manage devices

• Push and control updates

• Real-time alerts & ServiceNow integration

• Sync Cloud API

• Sync Remote UI Access

DEVICE MANAGEMENT

• Provision and configure systems

• Monitor and manage devices

• Push and control updates

• Real-time alerts & ServiceNow integration

• Sync Cloud API

• Sync Remote UI Access

DEVICE MANAGEMENT

• Provision and configure systems

• Monitor and manage devices

• Push and control updates

SPACE MANAGEMENT

• Room Booking

• Map creation

• Room usage and insights

SPACE MANAGEMENT

• Room Booking

• Map creation

• Room usage and insights

SPACE MANAGEMENT

• N/A

COVERAGE AND SUPPORT

• 24x7 tier II support with 1 hour SLO

• Up to 5 years product replacement

• Expedited Advanced RMAs*

• Designated Service Manager**

• Onsite spares**

COVERAGE AND SUPPORT

WITH LOGITECH BASIC

 

COVERAGE AND SUPPORT

• 2 years product warranty

• Business hours help desk support

*Next business day RMA not available in some markets. Where feasible, Logitech will use commercially reasonable efforts to expedite RMAs under Select in markets where next business day isn’t available or possible.

**For customers with 50+ licenses or an Enterprise Plan

LOGITECH SERVICES FOR FLEX DESKS 

DEVICE MANAGEMENT

• Provision and configure systems

• Monitor and manage devices

• Push and control updates

• Real-time alerts & ServiceNow integration

• Sync Cloud API

• Sync Remote UI Access

DEVICE MANAGEMENT

• Provision and configure systems

• Monitor and manage devices

• Push and control updates

• Real-time alerts & ServiceNow integration

• Sync Cloud API

• Sync Remote UI Access

DEVICE MANAGEMENT

• Provision and configure systems

• Monitor and manage devices

• Push and control updates

SPACE MANAGEMENT

• Desk Booking

• Map creation

• Desk usage and insights

SPACE MANAGEMENT

• Desk Booking

• Map creation

• Desk usage and insights

SPACE MANAGEMENT

• Desk Booking

COVERAGE AND SUPPORT*

• 24x7 tier II support with 1 hour SLO

• Up to 5 years product replacement

• Expedited Advanced RMAs**

• Designated Service Manager***

• Onsite spares***

COVERAGE AND SUPPORT

WITH LOGITECH BASIC

 

COVERAGE AND SUPPORT

• 2 years product warranty

• Business hours help desk support

 *The scope of covered products per individual Flex Desk license is limited to one (1) Logitech webcam, two (2) Logitech mice and two (2) Logitech keyboards. Logitech products in excess of this limit per Flex Desk are not covered by Select unless Customer purchases the requisite additional license(s) for such products. HEadsets are not a covered product for Select Level Services.

**Next business day not available in some markets. Where feasible, Logitech will use commercially reasonable efforts to expedite RMAs under Select in markets where next business day isn't available or possible.

***For customers with 50+ licenses

2) General Descriptions for Logitech Services Offerings

This Services Description document is part of a contract between Customer and Logitech and is incorporated by reference into the applicable Terms and Conditions for Logitech Services (the “Agreement”). All capitalized terms in this Service Descriptions document have the meaning attributed to them in the Agreement. If any inconsistencies or conflicts arise between the provisions of a Service Description herein and the Agreement, the provisions of the Agreement shall prevail.

The Service description applicable to the service offering purchased shall consist of:

a. this General Descriptions section; and

b. the Service Specific Description section for the relevant offering.

Benefits listed in this General Descriptions section below shall form part of a service offering only to the extent listed as an included benefit in the Service Specific Description for that service offering.

“Space” in this Service Descriptions document means a “Flex Desk”, “Room” or other metric for which Services may be purchased, as described in a Service Specific Description in Section 3.

How Logitech Services Works

Logitech Basic Level Services are specific to the relevant Logitech hardware purchased or software licensed from Logitech’s business products portfolio and are automatically included as part of the Customer purchase.

Logitech Select and Essential Level Services are available for purchase on a per-Room or per-Flex Desk basis, enabling customers to cover as many or as few spaces as they need or, via Enterprise Licenses, for customers desiring coverage for “all” of their spaces even as the actual count of spaces varies over time.
Essential and Select Services are offered by reference to the relevant Space metric for the purchased Service (e.g. by Room or by Flex Desk). Service Offerings may not be interchanged or transferred between different categories of Spaces.

Each purchase of Logitech Select or Essential Services will result in a single contract at the respective Service Level. Each contract may include one or more individual Space licenses or a single Enterprise Plan. Administration of service contracts and constituent licenses is performed in the Logitech Portal.

Upon purchase of a Logitech Service, Customer will receive from Logitech an invitation to access their account in the Logitech Portal. Customer can delegate responsibility for Service account activities to one or more individuals as they choose, including third party service providers. Logitech may impose reasonable limits on the number of individual users registered for Logitech Portal access for each Customer account.

For individual Space Licenses, assignment of each Space license to an individual Space is managed within the Logitech Portal and is required to receive service for a given Space License.

In Logitech’s Sync platform, Space and Logitech Supported Product device data can be retrieved from Sync enabling easy assignment of licenses per licensed Space category. Customers not using Logitech Sync can manually enter Space information or upload Space information via .csv files to enable license assignment per licensed Space category.

The Service start date shall be common for all licenses within a single contract, and will be determined as follows:

• Where no Customer specified service start date is indicated on the applicable purchase order, the Services Start Date will be the earlier of: (a) first assignment of an individual license to a specified Room within the Logitech Sync Portal; or (b) 60 days from the date Logitech issues the Order Confirmation to the Customer;

• Where a future service start date is specified on the applicable purchase order (“Future Start Date”), the Services Start Date shall be the earlier of: (a) that Future Start Date; or (b) first assignment of an individual license to a specified Room within the Logitech Portal. A Future Start Date cannot exceed 180 days from the service order creation date by Logitech.

For Customers renewing Services at the end of an initial Service Term (where renewal is available), the Services Start Date for such renewed Service Term shall be the first day following the expiration of the initial Service Term.

Services are provided as per the Service Term (1 year, 3 years, etc) purchased and do not extend beyond the purchased Service Term nor does the Service automatically renew upon expiration of Service Term. Ongoing Service requires purchase of a new contract and possible reassignment of licenses to individual Spaces as needed.

Some Logitech Services benefits such as Designated Service Manager and Onsite Spares require a minimum number of active Space licenses or an Enterprise Plan to qualify. It is the Customer’s responsibility to maintain the required number of licenses for ongoing access to related Services benefits where such benefits form part of the purchased Service offering. Any increase in the minimum requirements for Services will apply to new Service Customers on a forward looking basis. Existing Customers who already meet the minimum qualification will retain access to the applicable benefits for as long as they maintain the previous minimum threshold. Should the Customer reduce their Services coverage such that they drop below the previous minimum threshold, the new higher threshold will then apply in order to regain access to the affected Service.

Service for a given Space category will be provided for all Logitech Supported Products located within that Space which are eligible for receipt of the given Service benefit and to which an active license for that category of Space is assigned. The Service is not tied to any particular hardware product provided that these are Logitech Supported Products which are eligible for receipt of the given Service benefit and Customers can move their Logitech Supported Products between Spaces in the same Space category as necessary, with the licensed Service for that Space remaining associated with the Space. Moving Logitech Supported Products between Spaces or introducing a Logitech product to a Space in order to access Service benefits in excess of that which Customer has purchased licenses for or attempting to interchange or transfer licenses between different categories of Space, will be a misuse of the Service according to section 8.2 of the Agreement.

Types of Benefits

Help Desk Technical Support

Select Level

Solution-Level Technical Support

• Support services are available 24x7x365 in English.

• Support services (voice) are available in additional languages, as follows:

• Additional language support is provided via a combination of in-house support agents and translation services.

• The 1 hour max response service level objective is for English only, response times for additional languages listed above is on a best-efforts basis.

• Support services are provided in response to Customer-created tickets using the Logitech Portal.  Support tickets require the selection of a Space with an active Select license.

• All tickets will receive an initial qualified, non-automated response from a Select support specialist within a maximum of 1 hour.  Follow up communications will be provided at appropriate intervals depending on the issue.

• Following initial ticket creation via the Logitech Portal, communication will be provided via phone or email, as preferred by Customer. 

• Solution-level support is provided for all supported Logitech hardware and software as well as third party hardware and software included as part of the Logitech Supported Product, including Windows and Android environments as well as applications such as Microsoft Teams, Google and Zoom.

Support tickets close automatically when no response has been received from the Customer after 3 communication attempts within 72 hours. 

Covered Products for Select Level Services

*The scope of covered products per individual Flex Desk license is limited to one (1) Logitech webcam, two (2) Logitech mice and two (2) Logitech keyboards. Logitech products in excess of this limit per Flex Desk are not covered by Select unless Customer purchases the requisite additional license(s) for such products. Headsets are not a covered product for Select Level Services.

Logitech will make commercially reasonable efforts to support Third Party Products available in a Room by assisting in applying the latest software patches and configuration settings. Third Party Products are third party owned software products included in the Logitech Supported Products or third party hardware which is either incorporated into or used in conjunction with a Logitech Supported Product in a Room. Third Party Products do not include Bundled Products. 

Logitech will make commercially reasonable efforts to resolve support issues related to a Bundled Product in a Room. A “Bundled Product” means third party vendor hardware and software products approved by Logitech and bundled/combined with a Logitech Supported Product, sold under a single Logitech stock keeping unit (SKU) number.  

In scenarios where Third Party Product or Bundled Product issues cannot be completely resolved by Logitech, Customer may have to initiate contact with the appropriate third party software vendor or hardware vendor and Logitech will, at the Customer’s request, assist the Customer in its communication with the vendor in order to obtain third party service or support.

Logitech does not guarantee that any or all issues related to Third Party Products or third party products included in a Bundled Product will be resolved to the Customer’s satisfaction.

As Logitech’s product catalog evolves, new products will be added to the list of Logitech Supported Products herein and older products may be removed at Logitech’s discretion.  Any devices removed from the list will continue to be supported for all existing Select contracts during the remainder of the applicable Service Term at the time of removal (but subject to the Logitech End of Support Policy for CollabOS Devices, where applicable).

For other Logitech products not in this list or any Third Party Products not included in a Logitech bundle, support may be provided on a commercially reasonable-effort basis, however no commitments are made regarding response times, issue resolution or product replacement.

Basic Level

Basic level help desk technical support is available Monday to Friday during business hours only. Basic Level Services are available for all Logitech products/offerings in its business portfolio.

Support services (voice) are available as follows:

• Available 24x7x365 in English for all regions.

• In additional languages, as follows:

 
1 business day response service level objective is applicable.

Support services are provided in response to Customer-created tickets using the Logitech Business Support platform or such other method as Logitech may make available to Customers from time to time.  

All tickets will receive an initial qualified, non-automated response from a Basic level support specialist within a maximum of 1 business day.  Followup communications will be provided at appropriate intervals depending on the issue. Following initial ticket creation, communication will be provided via phone or email, as preferred by Customer.  

Basic level support is provided for all supported Logitech hardware and software in its business portfolio. Support is also included for third party hardware and software included as part of the Logitech Supported Product, including Windows and Android environments as well as applications such as Microsoft Teams, Google and Zoom, but is on a commercially reasonable efforts basis only and may require Customer-led interaction with the third party’s support services.

Support tickets close automatically when no response has been received from the Customer after 2 communication attempts within 120 hours.

Product Replacement

Select Level

For the duration of the Select Service product replacement period described below for a given Space, all Logitech Supported Products (hardware) in that Space will be eligible for replacement in the event of a Defect subject to a valid product replacement claim. For clarity, a valid product replacement claim expressly excludes any problems or damage resulting from (1) accident, abuse, misapplication, or any unauthorized repair, modification or disassembly; (2) improper operation or maintenance, usage not in accordance with product instructions or connection to improper voltage supply; (3) use of consumables, such as replacement batteries, not supplied by Logitech except where such restriction is prohibited by applicable law; (4) lost parts that were originally supplied with the Logitech hardware product; (5) non-Logitech branded parts and accessories even if sold with the Logitech hardware product; (6) non-Logitech services that may be accessed or controlled with a Logitech hardware product;  or (7) normal wear and tear. Bundled Products and Third Party Products are not eligible for Product Replacement (nor the RMA service levels) and their replacement is subject to the relevant third party vendor replacement policies, operations and thirty party vendor’s own service levels. 

The serial numbers (S/Ns) of the Logitech Supported Products must be registered to the Space with the Select license. Customer shall enter the S/Ns of the key devices present in the Space, which for video conferencing purposes in a Room would entail the main camera device (e.g. Rally camera), Rally Bar, the Tap controller, Swytch, Scribe. S/Ns for peripheral devices such as Mic Pod accessories or power adapters do not need to be registered.

With Select Level Services, subject to availability in the country, we extend the standard product replacement benefit of two (2) years for up to three (3) more years from the end of that standard period (i.e a maximum overall coverage period for a product of five (5) years in total applies), subject to the following additional limitations:

• Customers who purchase Select licenses and Logitech Supported Products simultaneously will have those Logitech Supported Products covered throughout the entire duration of their plan subject to the above maximum overall coverage period.

• To be eligible for the extended product replacement benefit for a Logitech Supported Product which was purchased before your Select license, the Logitech Supported Product in question must be In Warranty at the time of purchase of Select licenses, to ensure that there is no gap in warranty. This requirement also applies to Logitech Supported Products added at a later date to a Space which already has a Select Services license assigned to it (the Logitech Supported Product must have been In Warranty at the time of purchase of that Select license).

  • "In Warranty" in this section refers to a Logitech Supported Product being within the standard warranty period (2 years) or, if applicable, within an extended warranty/product replacement period which has run continuously from the standard warranty period without a gap. 

• When seeking to avail of extended product replacement benefits under Select Level Services, Customers shall not use Future Start Dates for Select licences: (a) which create a gap in warranty from the end of the standard product replacement benefit period; or (b) to attempt to extend the duration of the product replacement benefit beyond the entitlement period for which Customer has paid the applicable fees. 

The end of the standard product replacement benefit of two (2) years shall be used for the calculation of any applicable duration limit for the additional product replacement benefit under Select Level Services. 

Basic Level
The standard hardware warranty scope and duration applicable to the purchased Logitech Supported Product, as specified in the corresponding warranty statement detailed on the packaging or user manual accompanying the hardware products, shall apply subject to the terms and conditions of such warranty and availability in the relevant country. Warranty coverage shall be determined by device serial number. Customer shall provide the serial numbers of the device(s), such as the main camera device or peripheral components. In the event of a peripheral component not having its own serial number, Logitech may request reasonable evidence of verification in respect of such peripheral component (such as but not limited to, a serial number from a key component in the same system).

Expedited Advanced RMA for Logitech Supported Products

With “Expedited Advanced RMA”, subject to the provisions of the Agreement, in the event of a valid product replacement claim for a Defect in a Logitech Supported Product in a Room (for which there is an active license), Logitech will ship a replacement product in advance of Logitech receiving the Logitech Supported Product to which the product replacement claim for a Defect relates.

Actual delivery times are conditioned to the requirements of the destination country, export controls compliance, customs processes and in certain cases, the type of product. Delivery times may also be subject to events beyond Logitech control, such as weather conditions, disruption in transportation network (as operated by courier companies), compliance with export controls and customs processes, customs delays or any other variables and factors beyond Logitech control. Logitech makes no guarantee of 'next business day' delivery or other applicable delivery times in case of a condition, variable or factor outlined above or otherwise. In particular, Logitech cannot take responsibility for delays incurred by courier companies. Any problems of this nature should be reported to Logitech and Logitech will take all steps it can to resolve delivery problems.

Shipments will be DAP (Incoterms 2020), using Logitech’s preferred carrier, except that Logitech will pay for all import duties and taxes. There may be cases where Logitech will ship the hardware replacement under different shipping terms to comply with international trade requirements. 

RMA performance does not apply to 3rd Party Bundled Products sold as part of a Logitech Supported Product. 

Select Level Advanced RMA for Logitech Supported Products

Logitech will use commercially reasonable efforts to provide Customer with the Select Level Expedited Advanced RMA service during the Service Term in countries where available for Logitech Supported Products registered to the Space with an active Select Service license. 

Expedited Advanced RMA service is subject to geographic and other restrictions depending on Customer’s location. Please refer to the Covered Countries section for more details by country.

8 a.m.-5 p.m. x Next Business Day: Where Next Business Day Delivery is available for a product, and subject to the provisions of the Agreement, Logitech will use commercially reasonable efforts to ship a Select Level Expedited Advanced RMA to be delivered to Customer Site the next business day provided that Logitech’s determination of Advanced RMA entitlement has been made before the daily cut off time at the applicable warehouse, from Monday to Friday, excluding applicable public holidays. If Customer makes a request after the applicable daily cut off, Logitech will ship the Expedited Advanced RMA unit on the next business day.

Expedited Advanced RMA/Next Business Day Delivery does not apply to Rally Board 65 or the Rally Board 65 Cart.

Basic Level Advanced RMA for Logitech Supported Products

Logitech will use commercially reasonable efforts to provide Customer with the Basic Level Advanced RMA service during the Service Term in countries where available. The RMA service is subject to geographic and other restrictions depending on Customer’s location. Accordingly, the service may be modified or unavailable in some locations. 

Delivery speed of a replacement device will be on a commercially reasonable effort basis only, typically similar to a ground shipping speed from major carriers. This speed may vary by location and is not guaranteed. 

Designated Service Manager

For Customers with minimum 50 active Select Space licenses or a Select Enterprise Plan, a Designated Service Manager (“DSM”) will be assigned to further assist Customers with technical support and guidance, while also giving the highest visibility and priority possible for quick issue resolution.

Customers will be able to contact their assigned DSM during normal business hours, as determined by the DSM and Customer representatives.  For times outside the DSM’s normal business hours, another DSM will be available to assist working in collaboration with the assigned DSM.

Customers are required to maintain the minimum number of active Select licenses to maintain access to their DSM.

Onsite Spares (“OSS”)

For Customers purchasing a Select Enterprise Plan or meeting certain thresholds of individual Space Licenses at the Select Service Level, Logitech will provide spare hardware units matching the Logitech Supported Products for the licensed Space category currently deployed by the Customer where the license has been activated, at the following rates:

Selection of onsite spares that match the Customer’s current Logitech Supported Products deployment will be facilitated by the Customer Implementation Partner (CIP) assigned to the Customer account.  When multiple onsite spares are provided, the spare units provided will best match the mix of Logitech Supported Products deployed by the Customer.

A request for delivery of onsite spares to the chosen Customer site may be initiated by the Customer no sooner than 30 days after the purchase of the requisite Select contracts.

Customers are responsible for maintaining onsite spares and ensuring they are available and ready for deployment when needed.  Logitech recommends Customers keep onsite spares updated with latest firmware to minimize downtime and enable the fastest possible deployment.

When onsite spares are used to replace failed hardware, warranty replacement of the original failed unit is still honored, with the replacement serving the role of the new onsite spare.  If over time, the Logitech Supported Products deployed by the Customer evolves such that the previously granted onsite spares are no longer the best match for the latest deployed Logitech Supported Products, Logitech may, in its sole discretion, replace the onsite spares with later models of Logitech Supported Products best matching what is deployed by the Customer.

Should the Customer deploy only a portion of the onsite spare (eg power adaptor, mic pod, etc) Logitech shall replace that part such that the onsite spare kit is ‘made whole’.

After deploying an onsite spare to replace a suspected product failure, Logitech will follow standard troubleshooting steps to confirm RMA eligibility of the original product. 

Onsite spares are provided for the sole purpose of fast replacement in the event of hardware failure and not to outfit new rooms.  Logitech expects Customers to act in good faith to deploy onsite spares as replacements for Defective Logitech Supported Products only.

After deployment of onsite spares, the deployed spare will be warranted for the remainder of the original warranty period, as extended as the case may be, or thirty (30) days, whichever is longer.

OSS does not apply to Rally Board 65 or the Rally Board 65 Cart.

Logitech Sync

Logitech Sync provides device and space management software to support hybrid workforces. The Services applicable to Sync features at Select and Essential Level are outlined further below. The terms and conditions applicable to Sync and the software components and features made available through Sync are available here.

Sync Benefits of Essential/Select Level Services

Sync Insights

Within the Logitech Sync management platform, Insights reports real-time and historical usage and occupancy for assigned Spaces and Logitech devices.

Sync Insights data can be exported (manually or on a predetermined schedule as defined in Sync) for additional charting and analysis in third party analytics platforms.

Sync Insights are available for all Spaces to which an active Select or Essential license is assigned.  Removal of the Select or Essential license from a Space (such as when the license expires or is transferred to a different Space in that Space category) will disable access to Insights for that Space until an active Select license is (re)assigned to that Space.

Assignment of Service Licenses to individual Spaces is managed in the Logitech Portal. Within the Logitech Portal, Customers can associate one or more “organizations” within the Customer’s Sync portal layout for the purpose of assigning licenses that will enable the included features within Sync. “Organisations” refers to departments, divisions, groupings or entities created by the Customer in its Sync portal.

Sync Alerts

Within the Logitech Sync management platform, real-time alerts for a variety of device statuses are possible via email and/or integration with ServiceNow.  In the case of ServiceNow, Customer is responsible for maintaining active license to the ServiceNow platform and for the creation and maintenance of related workflows.

Sync Alerts are available for all Spaces to which an active Select or Essential license is assigned.  Removal of the Select or Essential license from a Space (such as when the license expires or is transferred to a different Space in that Space category) will disable Alerts (via email and/or ServiceNow as applicable) for that Space until an active Select or Essential license is (re)assigned to that Space.

Sync Cloud API

Sync Cloud API is licensed subject to the terms made available on activation of the Sync Cloud API.

The Sync Cloud API gives IT teams cloud-based access to device and workspace data across Sync provisioned Android (CollabOS) and PC systems in their deployment. It lets organizations centralize monitoring, automate workflows, and build dashboards that incorporate device monitoring, room usage, and network diagnostics into customized systems and solutions.

Sync Remote UI Access

Sync Remote UI Access (“RUA”) functionality enables remote administration and control of supported Logitech CollabOS devices.

RUA functionality is accessed from within Logitech Sync by launching a Local Network Access (LNA) session for the chosen device.  

RUA is available for all supported devices running CollabOS v. 1.12 and above in Rooms or Flex Desks to which an active Essential or Select license is assigned.

Sync Room Booking

Within the Logitech Sync management platform, for Customers with Essential or Select Services licenses, Rooms can be associated with the appropriate calendar resources as defined within Customers’ calendar systems such as Microsoft Teams and Google.  

Once associated, the Logitech Room Booking user interface will display on the Logitech Tap Scheduler panel(s) for that Room and the Rooms will be able to be shown in the floorplan views created in Sync.

Sync Floor Plan Maps

This feature facilitates Customers setting up and customizing floor plan maps within the Logitech Sync management platform according to Customer’s existing office layout. Maps can be displayed on Tap Scheduler and  in the Logi Tune software application on mobile or desktop.

Logitech View

Requires Logitech RoomMate

Logitech View provides interactive floor maps on compatible touch-screen displays with HDMI input, to support workplace navigation. The system enables users to locate available Rooms and reserve them directly through the map interface. View requires Logitech RoomMate and a supported touch screen and is designed to integrate with Logitech Room Booking or third-party calendar and service providers (where compatible).

Auto-Book/Release

Rooms equipped with Logitech Rally Board 65, Rally Bar, Rally Bar Mini or Logitech Spot support the Auto Book and Auto Release workspace automation features. Logitech devices actively detect if someone is present in the room, then update the room calendar to reflect the current use status on the in-room display, meeting controller and Tap Scheduler (if applicable), ensuring all scheduling depictions show real-time availability.

Designed to capture walk-in use, Auto Book automatically reserves rooms upon detecting occupancy. Conversely, Auto Release is designed to maximize room utilization by removing room reservations if occupants leave early or if no one attends a scheduled meeting. This feature can also remove recurring meetings after a series of repeated absences. These features are built to work with either the Logitech Room Booking service or compatible third-party service providers.

Sync Benefits for Basic Level Services

Basic Level Services include access to desk booking and Sync’s basic device monitoring and management features only. Basic Level Services do not include access to paid Sync features such as but not limited to: Sync Insights, Alerts, Floor Maps, Remote UI Access or Room Booking.

Sync Desk Booking

Within the Logitech Sync management platform, individual Flex Desks can be  designated as bookable flex desks by end users via the Logi Tune software application. The native Logitech user interface for Logi Dock Flex can be enabled for all Flex Desks featuring a Logi Dock Flex. This functionality is available in Logitech Basic Service Level for Flex Desks.

Flex Desks that do have an assigned Essential or Select Service license can additionally be added to floor plan views created in Sync and which will appear in the Logi Tune software application.

Scope of Support Covered Countries

Logitech Services are available for purchase in the countries listed here. Select services are available for use (not purchase) in additional countries, please contact Logitech.

Certain benefits may be unavailable in some countries. 

Country Specific Requirements

In the event of a conflict between the English language version of this Service Descriptions document and a version that has been translated into another language, the English language version of this document will prevail.

For customers in Australia, Logitech’s products and services may come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this Logitech Services Description document modifies, limits, restricts or excludes any rights or remedies that cannot be modified, limited, restricted or excluded under the Australian Consumer Law, to the extent such rights or remedies are applicable to the Services outlined in this Services Description document and the Customer.

India - proof of purchase to be produced for product replacement claims: Customers claiming product replacement units to be shipped to an Indian address will be required to provide written proof of purchase for the original Logitech Supported Product.

Provision of Customer Tax Registration Number: For a specific subset of countries, Logitech may require Customer to provide their Customer Tax Registration Number as part of the advanced RMA process to support Importer of Record requirements at Customs.
These countries currently include those listed below but this list is subject to change based on local customs requirements and applicable laws.

• UAE

• South Africa

• Turkey

• Colombia

• Argentina

• Chile

• Peru

3) Service Specific Descriptions

Services for Rooms 

This section should be read in conjunction with the General Descriptions section.

Where Services licenses are purchased for Rooms, a Room will be deemed the relevant Space category for the purposes of the Agreement and will refer to the type of Room for which Services have been purchased (being either a Small Room or a Medium to Large Room, as described below).

Logitech will provide the Service set out in an Order Confirmation in accordance with this Service Description at the purchased Service Level for relevant type of Rooms, subject to the Agreement. Unless otherwise specified in this Services for Rooms section, benefits are as described in the General Descriptions section.

Services for Rooms comprises the benefits outlined in the section Overview of Service Levels and Table of Benefits.

The scope of covered products varies as between the Small Rooms and Medium to Large Rooms Service offering, as outlined in the table of covered products for Select.

Logitech Select Individual Room licenses are available for purchase standalone as an optional accompaniment to Logitech video conferencing equipment and/or as an included feature of some Logitech video conferencing products (Rally Bar camera, etc).  In either case, a single Room license is provided and confers the features and benefits outlined herein.

Services for Flex Desks

Where Services licenses are purchased for Flex Desks, a Flex Desk will be deemed the relevant Space category for the purposes of the Agreement.

This section should be read in conjunction with the General Descriptions section.

Logitech will provide the Service set out in an Order Confirmation in accordance with this Service Description at the purchased Service Level for Flex Desks, subject to the Agreement. Unless otherwise specified in this Services for Flex Desks section, benefits are as described in the General Descriptions section.

Services for Flex Desks comprises the benefits outlined in the section Overview of Service Levels and Table of Benefits.

Enterprise Plans 

Where an Enterprise Service Plan is purchased, the relevant Space category for the purposes of the Agreement will be the type of Space category (such as “Rooms”) specified in the Order Confirmation.

This section should be read in conjunction with the General Descriptions section.

Logitech will provide the Enterprise Plan Service set out in an Order Confirmation in accordance with this Service Description, subject to the Agreement. Unless otherwise specified in this Enterprise Plan Services section, the benefits listed below are as described in the General Descriptions section.

Logitech Enterprise Plans provide Services at the purchased Service Level for all of the Customer’s Spaces in the category of Space licensed at the purchased tier Enterprise Plan and all Logitech Supported Product(s) installed in every such licensed category of Space, without the need for individual Space selection or license assignment at a per-Space level.  Enterprise Plans are available in multiple sizes/tiers to accommodate different Customers.

Enterprise Plans are offered on a one-per-customer basis and define a maximum Space count for which the service is offered.  Enterprise Plans cannot be “stacked”, when Space growth exceeds the limit of the current tier; upgrading to a higher tier Enterprise Plan is required.  
For Enterprise Plans, assignment of individual licenses to Spaces in the relevant category of Space is not required.  Instead a single activation of the contract will initiate service availability at the purchased Service Level for all Spaces in the category of Space covered by the Enterprise Plan tier.

It is required that Customers demonstrate the number and category of Spaces being served is within the maximum allowed by their purchased Enterprise Tier.  For Customers using Logitech Sync, this can be achieved via integration between Logitech Sync and Logitech Service Portal.  For Customers not using Logitech Sync, other reasonable efforts will be accepted such as screenshots or system exports from third party management portals such as Microsoft TAC, Zoom Device Manager, etc. Should a Customer’s total Space count across the associated Sync “organizations” in the Customer’s Sync portal exceed the limit of their Enterprise Plan, Logitech may, at its discretion, disable access to the features within Sync for Space counts above the purchased Enterprise Plan limit.

Supplementary Description for Service Partner SKUs

The following supplementary description applies to Service Partner SKUs only. The remainder of the foregoing Services Description applies to Service Partner SKUs only to the extent described in this supplementary description.

“Service Partner SKUs” are Logitech SKUs where Customer (as an end user of Logitech Supported Products for the purposes of interpreting this supplementary description) purchases a Services SKU specific to the delivery model of Logitech providing Services for Customer’s Logitech Supported Products to Customer’s chosen Logitech authorized channel partner with Logitech Service Specialization (“Logitech Authorized Service Partner”), such Logitech Authorized Service Partner receiving these Services on behalf of the Customer. 

Service Partner SKUs are made available in the levels of Core, Expanded and Advanced, as outlined below.

Delivery of the Services in a Service Partner SKU by Logitech to the Logitech Authorized Service Partner (receiving it on behalf of the Customer), shall be deemed satisfaction of Logitech’s obligations under the Agreement.

Customer shall submit its support requests to the Logitech Authorized Service Partner. If a Customer who has purchased a Service Partner SKU seeks support directly from Logitech and not via its Logitech Authorised Service Partner, Customer acknowledges that this support will be at the Basic Level of Logitech support subject to the applicable terms for Basic Level support (save where Customer purchases a separate services offering in its own right).

The following sections of this Services Description document do apply to Service Partner SKUs to the extent forming part of the purchased Service Partner SKU level (with the relevant modification for Service Partner SKU delivery model via the Logitech Authorised Service Partner where applicable):

• Product Replacement at Select Level

• Advanced RMA for Logitech Supported Products at Select Level

• Those features outlined in the Logitech Sync section of this Services Description document, which are included in the purchased Service Partner SKU level

• Country Specific Requirements

The following sections of this Services Description document do not apply to Service Partner SKUs: 

• Overview of Service Levels and Table of Benefits for Basic, Essential and Select Services and general descriptions of the operation/working of Basic, Essential or Select Services which are specific to those Services

• Service Specific Descriptions for Rooms, Flex Desks and Enterprise Plans

• Help Desk Technical Support

• Designated Service Manager

• Onsite Spares

The Services Start Date for the Service Partner SKU shall be as determined under Section 3.1 of the Logitech Terms and Conditions for Services.

“Logitech Supported Products” in the context of Service Partner SKUs refers to Logitech Supported Products of the Customer in the relevant Rooms of the Customer which are eligible for receipt of the given Service benefit and for which licenses have been assigned. Covered products are as listed for Logitech Select Level Services.

Covered countries for the purposes of the Service Partner SKUs shall mirror the covered countries listed for Logitech Select Level Services.

Logitech shall not be responsible to deliver any Service beyond the applicable Logitech Services Description herein for Service Partner SKUs.

If Customer elects to change its chosen Authorized Service Partner prior to the expiration of the Service Term for the Service Partner SKU, please consult the guidance notes here.