© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Software Support and Hardware Maintenance Software Support and Hardware Maintenance

© 2007 Avaya Inc. All rights reserved. 2

The Value in Business Communications Technology Is Clearly Shifting Towards Software…

30%

25%

20%

15%

10%

5%

0%1980 1990 2000 200519951985

Software Spend as % IT

Hardware Spend as % IT

Increased end-user effectiveness and empowerment

Tight integration between communication applications and core business processes

Application customization and verticalization

Personalization of end-user applications

Decreasing hardware costs

Increased end-user effectiveness and empowerment

Tight integration between communication applications and core business processes

Application customization and verticalization

Personalization of end-user applications

Decreasing hardware costs

Software is fundamental to Intelligent Communications

“The hardware-centric view of the telephony world today is likely to metamorphosize into a software-centric view over the next decade”

IDC, June 2006

© 2007 Avaya Inc. All rights reserved. 3

Why Are Avaya Maintenance Support Offers Changing?

Provide improved investment protection for customers’ critical software applications, together with substantial savings on Software Upgrades

Ensure that your company will have access to Avaya’s future roadmap of technology advancements and application integration capabilities for keeping ahead of your competition – a key benefit for businesses with SIP and SOA environments

Offer customers greater flexibility by providing separate offers for Software Support and Hardware Maintenance

Simplify offer structure to make it easier to understand and purchase

Provide a consistent percentage based approach to pricing across all Avaya Applications

Ensure global availability of Software Support Options with same deliverables with percentage based pricing

Provide improved investment protection for customers’ critical software applications, together with substantial savings on Software Upgrades

Ensure that your company will have access to Avaya’s future roadmap of technology advancements and application integration capabilities for keeping ahead of your competition – a key benefit for businesses with SIP and SOA environments

Offer customers greater flexibility by providing separate offers for Software Support and Hardware Maintenance

Simplify offer structure to make it easier to understand and purchase

Provide a consistent percentage based approach to pricing across all Avaya Applications

Ensure global availability of Software Support Options with same deliverables with percentage based pricing

© 2007 Avaya Inc. All rights reserved. 4

IP Support Services provides support for converged environments to isolate problems

Software Release Management provides proactive support in maintaining solutions on the latest updates

Enhanced Remote Services provides premium level support for technical and agency single point of contact

Software Support from Avaya includes 24x7 remote supportof all Avaya software solutions available on 1 to 5 year terms

Software Support Plus Upgrades includes a 3, 4 or 5 -year upgrade subscription

Hardware Maintenance provides proactive and preventive alarming and 99% remote resolution for system generated alarms

Support for SoftwareSupport for Software

Support for Overall NetworkSupport for Overall Network

Management of Complex Environments

Management of Complex Environments

Migration Services provides complete management and services integration of migrations from TDM to IP

Ongoing Management for customers with large, diverse and complex environments

Services Continuum for Ongoing SupportHolistic and Flexible Support Options

Focus of Today’s Discussion

Focus of Today’s Discussion

© 2007 Avaya Inc. All rights reserved. 5

The New Maintenance Offers Unbundle Software and Hardware Support

Traditional Approach

Full Coverage

Remote + Parts

Remote-only

Maintenance Assist

Time & Materials

NewSimplified Approach

Software-focusedSupport

Hardware-focusedSupport

Hardware and Software Coverage Bundled

Inconsistent Globally and by Channel

SW Support + Upgrades

SW Support

On-site HW Labor / Parts 8x5

Remote HW 24x7 + APR Parts

Remote HW Support 24x7

Proactive IP Support Service (IPSS)

+

Hardware and Software Coverage Unbundled

Globally consistent; supports all Channels

Proactive IP Support as key overlay for full converged network coverage

SW Support + Upgrades+ IP Support

Services

Remote HW 8x5 + APR Parts

On-site HW Labor / Parts 24x7

© 2007 Avaya Inc. All rights reserved. 6

Avaya Software Support Offer includes:

Expert 24x7 Remote Support for Major Software Problems – eliminating unanticipated out-of-hours troubleshooting expense

Minor software releases, security and service pack updates to keep voice systems secure, available and reliable

Easy web-based access to Troubleshooting Guides, Documentation, Status Updates, Discussion Forums, etc.

Avaya Software Support Options

By adding Avaya Software Support Plus Upgrades, your business will also receive:

All major releases for the covered software application for the length of your contract (3,4, or 5 years) – ensuring that your business is benefiting from the latest enhancements in application feature functionality as well as substantial cost savings

– Major upgrades for Communication Manager (CM), Call Center (CC) and Unified Communications (UC) are typically released every 12 to 18 months

Prepay options for full or annual and Quarterly billing are available to accommodate your business planning cycles.

© 2007 Avaya Inc. All rights reserved. 7

Avaya Hardware Maintenance Support Options

Avaya Remote Hardware Maintenance Support offers your business:

All system firmware upgrades

24x7 Remote Technical and Helpline Support for major troubles

EXPERT SystemsSM monitoring, diagnostics and resolution for your voice network hardware elements

Remote Hardware Support with Advance Replacement Parts ensures hardware replacement parts are delivered the next business day

On-Site Hardware Maintenance offers direct technician support at your company’s locations on a 8x5 or 24x7 basis

“Business leaders tell us that while reducing operational expense is always a welcome benefit, the ultimate measure of value from maintenance support is ensuring total communications availability. Avaya’s combination of software and hardware support backed by EXPERT Systems represents a ‘Gold Standard of Protection’ in the industry.”

- Bruce Clark, Partner, Intellicom Analytics

“Business leaders tell us that while reducing operational expense is always a welcome benefit, the ultimate measure of value from maintenance support is ensuring total communications availability. Avaya’s combination of software and hardware support backed by EXPERT Systems represents a ‘Gold Standard of Protection’ in the industry.”

- Bruce Clark, Partner, Intellicom Analytics

© 2007 Avaya Inc. All rights reserved. 8

Resolution of service issues for voice including diagnostics and remediationFault Resolution

Isolation and confirmation of fault events for voiceFault Isolation

Notification within 15 minutes for service affecting issuesService Level Objectives

IP Telephony platform alerts for potential security risksSecurity Monitoring

Correlation and validation of events for voice and multi-vendor dataFault Detection

- Continuous measurement of performance parameters for voice and multi-vendor data

- Measurement of voice traffic for QoS Performance Monitoring

Formal alert of service affecting issues Notification

- Activity summary including average time to resolve (Monthly)

- Customer web portalReporting

24 x 7 real-time monitoring of the converged network including voice and multi-vendor data

Continuous Monitoring of the Converged Network

Direct toll free access to designated IP Telephony support team IP Telephony Service Desk

Proactive IP Support Services (IPSS)Enables Continuous Network Availability, Reliability, QoS and Security

Service Benefits

© 2007 Avaya Inc. All rights reserved. 9

Avaya Software Support and Hardware MaintenanceA Summary of Business Benefits

Reduce risk of outage-related revenue and productivity loss

Ensure that your business has immediate access to all key network security enhancements

Reduce risk - don’t force your customers to goto the competitor dueto lack of availability or poor network performance

Upgrade protectionand future-proofing with upgrade subscription

Access latest patches and fixes

Leverage Avaya’s best-in-class tools like InSITE Knowledge Management and the IPSS Customer Portal

Peak Performanceand Availability

Access Latest Featuresand Functionality

Reduce Total Costof Ownership

Save on upgrade costs

Eliminate budget uncertainty associated with unexpected time and materials support

Lower/eliminate in-house investment for monitoring, diagnostic and restoration tools and specialists

© 2007 Avaya Inc. All rights reserved. 10

End of Sale

End of Sale: Product Management makes this announcement defining the date after which the product will no longer be available for new sales.

End of Manufacturer Support: The date after which particular support elements will no longer be available from the manufacturer. Product Management makes the announcement for Avaya products sometime after End of Sale. (The manufacturers of multi-vendor products maintained by Avaya make this announcement for their products.) The support elements that may not be provided at End of Manufacturer Support include, but are not limited to:

– Parts will no longer be manufactured, or made available for system additions or Per Incident material replacement. At this time, all existing Avaya spare parts inventories will be reserved and managed to support only customers with Avaya maintenance agreements.

– From a “Service Support” perspective, End of Manufacturer Support has these two affects:

– 1. Per Incident materials support for non-contract customers will no longer be available, as we will be supporting only customers with Avaya maintenance agreements.

– 2. Products eligible for Extended Support will remain eligible for coverage under an Avaya maintenance agreement, subject to the terms and limitations of Extended Support.

Extended Support.

– All Tier IV R&D Product Developer Support and going-forward maintenance updates (e.g., Product Correction Notices [PCNs], “bug fixes,” and interoperability/usability solutions) will no longer be provided. From a maintenance perspective, this change means certain complex troubles that may previously have gone to Tier IV support may not be resolvable. It also means Avaya will not generate new PCNs to resolve systemic issues

End of Manufacturer Support Extended Support

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Stages of Maintenance and Product Offer Lifecycle

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Helpful Links

https://support.avaya.com/cgibin/gx.cgi/AppLogic+SelectProductA

http://support.avaya.com/japple/css/japple?PAGE=avaya.css.OpenPage&temp.template.name=ProdTran

© 2007 Avaya Inc. All rights reserved. 13 13© 2007 Avaya Inc. All rights reserved.