Select FAQs

The following table of contents will help you navigate this article. Click on each subject, to find related FAQs.

Purchasing and Licensing

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.

Are there different licenses of Select to choose from? How do I know which one to purchase?

Select offers flexible licensing options to meet your needs. You can choose from the following:

1. Single Room Licenses: Purchase licenses on a per-year and per-room basis.

   • Select for Small Rooms: Designed for rooms equipped with Rally Bar Huddle, Meetup, or Meetup 2 cameras.

   • Select for Medium to Large Rooms: Suitable for medium to large rooms, including cameras such as Rally Bar Mini, Rally Bar and Rally Plus systems.

2. License Bundles:

   • Select Enterprise Plans eliminate the need for room-by-room licensing. One plan covers all your rooms, allowing for seamless expansion and easier management.

All options include the same benefits, ensuring a consistent experience across all room sizes and plans. Contact your Sales Representative or reseller to learn more about our licensing options and find the best fit for your organization. 

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 or availability 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.

We recommend customers who want to purchase Select on a central level to buy a Select for Enterprise License that enables centralized deployment to all locations/countries. Contact your reseller to learn more about our license options.  

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?

Logitech Select offers services of various durations, from 1 to 5 years of coverage.   We would first need the part number associated with the chosen duration 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.  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 this Customer information be provided with the order?

As the Customer is the beneficiary of the service, Customer information is 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 <[email protected]>''

Where can customers 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 confirmation purchase is sent out to the email 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 <[email protected]>''

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: [email protected]

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 a holistic view on the Logitech Services Portal, it makes sense to use their Corporate HQ address.  That will help facilitate a match as we are likely to have their principal address on record.

Suppose the Customer wants to keep their contracts separate, and have separate site autonomy over their own license allocation and assignment. In that case, 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 [email protected]

Can I order 2 Services on the same PO, for example: Extended Warranty and Select?

Please order different Service types on separate 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 organization of the Customer. Why? Because the invitation to the Logitech Services Portal is sent to that email address.

I’d like to renew my Select licenses at the end of their term. How should I do that?

License renewals can be purchased with the customer’s resellers. Once new licenses have been purchased customers will need to unassign the old, expired licenses from their rooms and assign the new licenses to their rooms. 

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

Select licenses are available on a 1 to 5 year basis. Products can be covered and are eligible for product replacement for the duration of the Select plan as long as the product was under its original 2-year warranty when the Select plan was purchased. 

Service Management

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.

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

Logitech Select includes all of the premium device and space management features of Logitech Sync and provides user experience benefits for customers who deploy and use the Sync portal, but it 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, Onsite Spare Kits and CSM are all available independent of Sync.

How does Logitech determine eligibility for onsite spares, and what are they used for?

Suggested answer: Onsite spares are provided at the Customer level based on actively licensed Spaces, not license purchases.

For customers purchasing a Select Enterprise Plan or meeting thresholds of active Space licenses at the Select Service level, Logitech provides onsite spares proportional to the number of licensed Spaces. For example, a Customer with 101–250 licensed Spaces will receive two onsite spares, while a Customer with 1001–2000 licensed Spaces will receive ten. These spares align with the Logitech Supported Products currently deployed in the licensed Spaces and are facilitated by the Customer Implementation Partner.

Onsite spares are for fast replacement of defective Logitech hardware only and exclude third-party products, even if sold as part of a bundle. Spares can be kept at a Customer-chosen location to enable same-day replacement and must be maintained and kept firmware-current by the Customer.

When spares are deployed to replace defective units, warranty replacements will restore the spare inventory, and Logitech may update spares to match new deployments if product needs evolve. Customers are expected to use spares in good faith, exclusively for replacement, not for outfitting new rooms. 

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.

When it is time to place an order for onsite spares, customers will receive a link that will bring them to an order form. Customers will enter shipping details and the products and quantities they would like. The order will be placed and customers will be updated with tracking information as soon as it is available.

I’m trying to assign my Select Licenses in Sync but can’t figure out how? What do I need to do?

Presently, licenses are assigned within the Logitech Services portal. This can be accessed through the activation email that was sent to the email of the contact listed on the contract when it was purchased.

I need the ability to give my support partner access  to Select only to enter support tickets but don’t want to give them full access to the rest of the information in the Services portal. What are my options?

Users added to the Services Portal with the “Read Only” role will still be able to enter support tickets.

Service Portal Access

What is the Logitech Service Portal?

The Logitech Service Portal is used for:

Select support - all Select support tickets are raised via the Service Portal, with visibility and tracking available to all team members
Contract Management - digital record of Logitech Service contracts such as Select, Essential, Sync Plus and Extended Warranties.
Room Assignment - for Select, Essential and Sync Plus licenses that require individual room assignment

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

Is there a Quick Start Guide for the Services Portal?

Yes - See our guide here  https://sync.logitech.com/hub/services and Getting Started with Logitech Select Video  

How do customers get initial access to the Service Portal?

Upon successfully processing the purchase order for Select, an invitation email to join the portal 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 a Customer email address to receive the Select invitation?

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.

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.

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

Yes, please request it here: [email protected]

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 “Activate Your Logitech Services Account” and sent from 'Logi Support Services <[email protected]' . Please check your spam folder. If you still have issues finding it, please contact [email protected]

For how long is the welcome invitation link valid?

There is a 60-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 [email protected] requesting the invitation email to be resent.

What if I need assistance setting up my Logitech Services Portal?

After purchasing a Select contract and receiving both the contract and Activation email, customers will receive an email from the Customer Implementation Team. This email will contain a link to our set up guide but will also provide a link to a calendar to schedule a one-on-one virtual onboarding call. A member from the implementation team will assist in walking the customer through the portal as well covering all of the benefits and features of Select. 

Support and Interaction

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. This can be accessed in the “Support” tab with the Services Portal. 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 the 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 Select Service Manager will also join in meetings with the Customer where necessary to resolve issues. 

Supported Products and Software

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 Bar Huddle

• Rally Plus

• Rally

• Rally Camera

• Meetup

• Meetup 2

• Tap and Tap IP

• Swytch

• RoomMate

• Scribe

• Sight

• Extend

• Logi Dock Flex

• Brio 4K Ultra-HD Pro

• 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