support advantage – overview august 10, 2011. 2 avaya – confidential & proprietary all...

Support Advantage – Overview

August 10, 2011

22Avaya – Confidential & Proprietary

All Support Advantage Offers: Global offer with consistent policies Simplified per license/server/gateway pricing Expanded and flexible software upgrade

subscription, Upgrade Advantage, available with Essential or Preferred

Build support coverage with additional Onsite and Terminal Replacement options with either Essential or Preferred

Preferred Support has all Essential entitlements plus includes monitoring and quicker response

Required minimum level of support: Essential Support and Parts Next Business Day

6 month transitional period for parts*

Support Advantage

Features Overview

Minimum required attach

Recommended Package

* Does not apply to CALA and APAC

EssentialRequires Parts

PreferredRequires Parts

Upgrade Advantage

Onsite

Advanced Services Options

Parts

33Avaya – Confidential & Proprietary 3

New Enterprise ProductsNew Enterprise Products

All Software Support Eligible Products (examples):

Communication Manager 5.0 + Modular Messaging 3.1+ Call Center 5.0+ Other Solutions covered under Software Support

New Product Releases Check for applicable products at:

http://support.avaya.com/support_advantage

3

Eligible Avaya Enterprise ProductsSupport Advantage GA


Globally consistent remote hardware and software support included in all support offers

Simple pricing and invoicing

24x7 access to web resources and remote technical support

Menu of service offers aligned with customer needs

Experience award-winning services and support - recognized by 13 separate industry awards

Co-termination of contracts at system level

Synchronized billing for multi-year coverage*

With Preferred Support: Up to 85% faster response times via

web ticketing

Proactive alert of alarms related to PSTN facilities

Monitoring and proactive issue resolution with EXPERT SystemsSM

High-speed secure connectivity with centralized management

99% resolution of system generated alarms without dispatch

20% average faster resolution

*Synchronized billing will be available post GA (August 1, 2011), at a date to be determined,

Flexibility & Simplicity Immediacy

Enhancing Customer Value through Support Advantage

Immediacy


Questions


Back up


Recommended Combination of Support Advantage Services: For Optimal Solution Performance and Stronger ROI

85% of U.S. customers buy equivalent of Preferred + Onsite

Preferred Support For just slightly more per user license when compared to Essential

Support, Preferred Support provides a comprehensive yet flexible support package, including:

24x7 hardware and software support monitoring and proactive issue resolution 15 min accelerated response interval on majors via web ticketing off-board alarm notifications

Onsite Highly-trained certified technicians dispatched to customer’s site.

Advanced Services Robust selection of enhanced service offers, including Software

Release Maintenance, Enhanced Monitoring, Remote Back-up Administration and more.

Upgrade Advantage Access to major software upgrades on subscription basis.

Preferred

Upgrade Advantage

Onsite


85%Faster response times than previous support offers

74%Reduced risk of experiencing a major system outage

Recommended Combination of Services


Four Steps to Customizing Support Advantage Coverage

Choose from Advanced Services:3

Choose Upgrade Advantage4

9

PreferredRequires Parts

Upgrade Advantage

Onsite

EssentialRequires Parts

*6-month transition period for minimum parts requirement of NBD for US, Canada and EMEA following GA. Parts NBD is already required by policy in APAC and CALA. Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available.


Parts

Select Parts or Onsite Support:A. Parts NBD*B. Parts 8x5x4C. Parts 24x7x4D. Onsite 8x5 (includes Parts Coverage)E. Onsite 24x7 (includes Parts Coverage)

2

Select Core Support Coverage:A. PreferredB. Essential

1

G Software Release MaintenanceG Terminal ReplacementG Product Correction Support G Client Service Manager

G Enhanced MonitoringG Single Point of ContactG Agency CarrierG Remote Back-Up Admin


Pre-SSI releases (examples): DEFINITY Communication Manager R1– 4 INTUITY Audix Call Center R1-4 CMS R1-16.2

Renew existing maintenance until customer upgrades to an Avaya Support Advantage eligible product

Other Enterprise Products (examples):CS1KCall PilotContact CenterData Products

Continue with existing maintenance (i.e. PASS), or take advantage of new offers (i.e. Full Service Delivery)

SME Solutions: IP Office Partner ACS

Support by partner through the SME Technical Support

OEM Products: UPS Nuance Witness Polycom Juniper

Use or renew existing maintenance offer

Products Not MigratingProducts Not Migrating

Avaya Products Not MigratingSupport Advantage GA


Transitioning to Support Advantage

11

New System Sales & UpgradesNew System Sales & Upgrades

Recast to Support AdvantageOR

Continue with existing contract until expiration. At expiration coverage recasts to Support Advantage

Utility Contracts (North America)

Purchase Support AdvantageNew System Sale (Except for Master Agreements with SSI)

Recast to Support AdvantageTraditional PSS contracts (Global)

Recast to Support Advantage, including cancellation of hardware maintenance contract

Customers with Software Support and accompanying hardware maintenance

Customer takes advantage of the +U to get their entitled upgrade. Existing hardware maintenance remains in place.

Customers with Software Support + Upgrades Support and accompanying hardware maintenance

Sales Scenario Available Options


Transitioning to Support Advantage

12

RenewalsRenewals

Sales Scenario Available Options


ORContinue to renew existing Software Support and hardware

maintenance contract until a product upgrade occurs.

Customers with Software Support and accompanying hardware maintenance

Continue with existing contract

Utility (North America) or PSS (Global)Maintenance Contract

Customer stays on non-SA eligible product


Customers with Software Support + Upgrades and accompanying hardware maintenance AND a product upgrade occurred


ORContinue to renew existing Software Support + Upgrades and hardware maintenance contract until a product upgrade occurs

Customers with Software Support + Upgrades and accompanying hardware maintenance AND a product upgrade did NOT occur


Support AdvantageProduct Eligibility for SA & How Quote Tools Affect It

There are two determinants for SA eligibility:1. Product must be designated as SA-eligible2. The quote tool used must support SABoth must be true to get an SA quote

Product Tool Used Offer Produced Rationale

Session Manager with CS1K V7.5

EC PASS / Express CS1K must be quoted in EC. EC will not quote SA, which drives Session Manager offer produced

Session Manager with Aura R6

ASD/MSQT/MPT SA Session Manager is now SA. It is an SA-eligible product and the quote tool used supports SA

AACC EC PASS / Express AACC is SA-eligible but EC does not support SA

AACC ASD/MSQT/MPT SA AACC is SA-eligible and quote tool used supports SA

Data EC PASS / Express Data is not eligible for SA

Data ASD/MSQT/MPT Component-based Data is not eligible for SA

Sample ScenariosSample Scenarios


SA bills Just like SS & SSU bills today on ‘Day 1’. This billing will apply to all SA offers including Parts and Onsite.

If the Supported Products are purchased through an Avaya authorized Partner, support will commence on the first day of the second month following Supported Products Order Closure.

Support for additional licenses (after initial commencement of support) will commence on the first day of the month following Order Closure for those additional licenses.

If Avaya sells and installs the Supported Products, support will commence on the date Avaya notifies the Customer that the Supported Products are installed according to specifications.

If Avaya sells the Supported Products directly, but does not install the Support Products, support will commence on the earlier of the date when software (i) features are enabled, (ii) is downloaded to the

target processor or (iii) physically delivered to the Customer premises.

Billing for SA


Parts 8x5x4 and Parts 7x24x4

Parts 4 hour response offers:Available in selected geographies in countries where Parts coverage is availableQuote tools DO NOT control 4 Hour coverage selection availability in countries where Parts are available4 hour coverage eligibility is determined based on driving distance from Avaya stocking location to customer site as follows and stated in the SAS:Within 100 miles for the U.S., 150 kilometers for all countries within EMEA and 75 kilometers for all other countries4 hour coverage eligibility must be determined before quoting the offer. Otherwise, customers may contract for support that cannot be deliveredIn order to determine support eligibility:

Go to the Support Advantage page of Avaya Support located at http://support.avaya.com/support_advantage).

Click on the link Avaya Stocking Locations for Parts Will be updated with stocking location addresses prior to SA GA Use Google Maps or similar to determine driving distance

For Avaya’s FY12, we are looking into having an interactive tool that a partner/customer could use to determine eligibility. This is not available for SA GA and timing is TBD.

support advantage – overview august 10, 2011. 2 avaya – confidential & proprietary all...

Documents

essential support

onsite support

support advantage coverage

preferred preferred

support advantage overview

previous support

onsite preferred support

software support monitoring