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© 2005 Avaya Inc. All rights reserved. Partner Support Services - EMEA Avaya Global Services.

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Presentation on theme: "© 2005 Avaya Inc. All rights reserved. Partner Support Services - EMEA Avaya Global Services."— Presentation transcript:

1 © 2005 Avaya Inc. All rights reserved. Partner Support Services - EMEA Avaya Global Services

2 2 © 2005 Avaya Inc. All rights reserved. Partner Support Services Generic Features Only available to Authorised Avaya BusinessPartners Optimized for BP related service requirements, providing choice through Building Block approach Certain options available for Global purchase EXPERT Systems options available ProVision License options available 24x7 Tier 3 Product Support always included End User Maintenance Software Permissions (MSPs) inclusive with Contracts Provision of, and access to, Avaya Software Maintenance Patches

3 3 © 2005 Avaya Inc. All rights reserved. Service Contract Manufacturer Based Product Support Support on Major Product Issues 24x7 & Maintenance Software Updates Productivity Tools for Implementation & Alarm Management 24x7 Automatic System Alarm Diagnosis, Intervention, Escalation and Reporting, Implementation streamlining Remote Technical Diagnosis for Major Product Alarms 24x7 Human System Alarm Diagnosis, Intervention, Escalation and Reporting Logistics Support Spare Parts Delivery Remote End User Helpdesk Support Tier 2 Remote Support & Diagnostics (Global Reach, Local Language ) Onsite Engineering End User Support Including Spare Parts Delivery and Replacement Typical Service Contract Elements

4 4 © 2005 Avaya Inc. All rights reserved. Avaya Service Delivery Content Degree of Partnership LowHigh Low High Scope of Services BP Support Delivery Choices 24x7 Avaya Global Tier 3 COE Product Support 24x7 Avaya Expert Systems & Productivity Tools Optional - 24x7 Avaya Remote Engineer - Alarm Intervention Business Day Avaya Global Logistics Support Optional – APR Quick Service 24x7 Direct Remote Avaya End User Support Direct Onsite Avaya End User Support

5 5 © 2005 Avaya Inc. All rights reserved. Service Contract PSS Contract Elements 24x7 Avaya Global Tier 3 COE Product Support 1 Hour Response to Major Product Issues 24x7, Maintenance Software Updates Optional - 24x7 Avaya Remote Engineer Support for Product Alarms 24x7 Engineer Analysis and Diagnosis of Product Alarms Prior to BP Dispatch Business Day Avaya Global Logistics Support Next Business Day Spare Parts Delivery Optional – APR Quick Service Same Day Spare Parts Delivery 24x7 Direct Remote Avaya End User Support Including Business day End User Helpdesk & Installation Support Onsite End User Support Including Spare Parts Delivery and Replacement Productivity Tools for Implementation & Alarm Management 24x7 Avaya Expert Systems -Automatic System Alarm Diagnosis, Intervention, Escalation and Reporting Provision for PSS Implementation Efficiency Tools

6 6 © 2005 Avaya Inc. All rights reserved. PSS - Generic Pricing (Registered Product GPL – BP % Services Discount ) x Required Service % rate = Service Cost Legacy Products (Per Port / Platform Service Rate x Qty) – BP % Services Discount = Service Cost Note: minimum prices apply

7 7 © 2005 Avaya Inc. All rights reserved. PSS Technical Expertise (TE) Scope Formerly Core Services 24x7 Remote Tier 3 technical support for proven product issues and complex problem resolution on registered Avaya products 30 Days Tier 3 Implementation Support For Pre- registered & Accepted New Systems Escalation to Tier 4 (Avaya Labs) if necessary Priority 24x7 response to major failures (1 hour) and minor failures (next business day) Case management and tracking of all escalated troubles to resolution, 24 hour access to Avayas Web ticketing system Provision of and access to Software maintenance patches & Maintenance Software Permissions 2% of the Registered Avaya Product GPL Price less Standard Services Discount (42%) Note: minimum prices apply Per Port / Per System Alternate Pricing Mechanism Available for Legacy Avaya Products 24x7 Avaya Global Tier 3 COE Product Support

8 8 © 2005 Avaya Inc. All rights reserved. All The Benefits of PSS TE Plus- 24x7 automated monitoring and management of alarms for all products covered ProVision for PSS inclusive limited License to streamline Installation Effort Alarms will register with a trouble ticket and routed directly to Avaya EXPERT System for Remote diagnostics and troubleshooting Monthly report on automatically closed tickets Notification via to BP of proposed resolution and instructions to dispatch a BP technician if further support required RAM Plus - Notification to Avaya Global GTS Team who will be commence work immediately on the problem and send to BP with additional recommendation if required 4% of the Registered Avaya Product GPL Price less Standard Services Discount (42%) Note: minimum prices apply Additional 0.5% for Ram Plus Service. Per Port / Per System Alternate Pricing Mechanism Available for Legacy Avaya Products 24x7 Avaya Global Tier 3 COE Product Support Implementation Productivity Tools & Alarm Management, Resolution & Intervention Optional - 24x7 Avaya Remote Engineer - Alarm Intervention PSS TE With Productivity Tools Scope Formerly Basic Services

9 9 © 2005 Avaya Inc. All rights reserved. Avaya Expert Systems Benefits Provides Product Alarm monitoring and automatic trouble resolution where possible for sites 24x7xless than 15 Minutes Automatic direct escalation to BP for un-resolved issues Reduces operating cost –All major alarms are automatically reported –Over 50% of the alarms are cleared automatically by Avaya EXPERT Systems, without human intervention –Can reduce probability of major system outages Increases/maximizes network availability/up-time Increases customer satisfaction Optional RAM Plus with direct support 24x7 from Global Avaya GTS Team

10 10 © 2005 Avaya Inc. All rights reserved. Avaya ProVision for PSS Benefits Avaya ProVision is an Avaya Global Services tool that helps Avaya BPs cost- effectively install Avaya communication systems. ProVision can help to enable software engineers to configure software several times faster than using a manual process. ProVision delivers immediate productivity improvements and time savings. ProVision allows individual parts of the switch configuration to be imported, exported, shared and re-used. The ProVision for Technical Expertise Plus Productivity Tools is licensed on a per server basis for Avaya Communication Manager, Modular Messaging, Intuity Audix and SIP Enablement Servers. Each license is valid for 60 days once the subscription has been activated. ProVision for PSS provides the following features: –Bulk Switch Administration –Ability to Work Offline –Easy Data Entry –Support for Models –Button Label Printing –Search-And-Replace –Support for a range of connection types –Support for Re-use of Components –Switch Commands –Station Builder Pro

11 11 © 2005 Avaya Inc. All rights reserved. PSS Hardware Scope All The Benefits of PSS TE Plus- Advance Parts Replacement (APR) Service Provides next business day delivery of Avaya Spare Parts (Subject to Availability, certain restrictions apply) Shipment of replacement product, component or part to BP to arrive before the end of the next business day (subject to notification prior to 3 pm) Optional quick Service Provides 4hr Delivery (Subject to Availability, certain restrictions apply) Negates need for RMA Costs and Repair Requests for registered Equipment Reduces Inventory Costs for multiple stock holdings Delivery of parts duty paid (DDP Incoterms 2000) to specified address in EU/EFTA countries Delivery of parts duty unpaid (DDU Incoterms 2000) to the port of entry requested in non-EU/EFTA countries End User or BP has to ship back the defective part so that it arrives at Avaya within 20 working days 5% of the Registered Avaya Product GPL Price less Standard Services Discount (42%) Note: minimum prices apply Additional 0.75% for Hardware Quick Service 24x7 Avaya Global Tier 3 COE Product Support Business Day Avaya Global Logistics Support Optional – APR Quick Service

12 12 © 2005 Avaya Inc. All rights reserved. Advance Part Replacement (APR) Benefits Reduces maintenance inventory cost of installed base: –Reduces spare parts investments to 1 or 2 pieces for each critical part even with aggressive service requirements Spare part management cost savings –No obsolete stock –Receive updated parts Seamless and cost effective repair cycle –The returned part is repaired at Avayas cost and put back into Avayas spare part stock

13 13 © 2005 Avaya Inc. All rights reserved. PSS Hardware Plus Scope All The Benefits of PSS Hardware Plus- 24x7 automated monitoring and management of alarms for all products covered ProVision for PSS inclusive limited License to streamline Installation Effort Alarms will register with a trouble ticket and routed directly to Avaya EXPERT System for Remote diagnostics and troubleshooting Monthly report on automatically closed tickets Notification via to BP of proposed resolution and instructions to dispatch a BP technician if further support required RAM Plus - Notification to Avaya Global GTS Team who will be commence work immediately on the problem and send to BP with additional recommendation if required 6.5% of the Registered Avaya Product GPL Price less Standard Services Discount (42%) Note: minimum prices apply Additional 0.75% for Hardware Quick Service 24x7 Avaya Global Tier 3 COE Product Support 24x7 Avaya Remote Engineer - Alarm Intervention Business Day Avaya Global Logistics Support Optional – APR Quick Service Implementation Productivity Tools & Alarm Management, Resolution & Intervention

14 14 © 2005 Avaya Inc. All rights reserved. PSS Remote Scope All The Benefits of PSS Hardware Plus Service Plus- 24x7 Multi Language End User Support for registered sites including Remote Tier 2 diagnostics End User Access to Business Day Multi Language Helpline Advance Parts Replacement (APR) Service Provides next business day delivery of Avaya Spare Parts (Subject to Availability, certain restrictions apply) Optional quick Service Provides 4hr Delivery (Subject to Availability, certain restrictions apply) Standard Remote Alarm Monitoring Plus Service with referral back to Reseller for Onsite Support if required 24x7 Avaya Global Tier 3 COE Product Support 24x7 Avaya Remote Engineer - Alarm Intervention Business Day Avaya Global Logistics Support Optional – APR Quick Service 24x7 Direct Remote Avaya End User Support 9% of the Registered Avaya Product GPL Price less Standard Services Discount (42%) Note: minimum prices apply Additional 0.75% for Hardware Quick Service Implementation Productivity Tools & Alarm Management, Resolution & Intervention

15 15 © 2005 Avaya Inc. All rights reserved. PSS Onsite Scope All The Benefits of PSS Remote Service Plus- 3 Coverage Levels Available –Business Day (Mon-Fri 9-5) –Retail (Mon-Sat 8 to 8) –24 x 7 Multi Language End User Support for registered sites including Remote Tier 2 diagnostics End User Access to Business Day Multi Language Helpline Provision of an Onsite Support Engineer within 4 hours from time decision is made that onsite support is required Engineer to perform actions necessary to resolve issue including replacement of defective parts Inclusive 24x7 EXPERT Systems Coverage Business Day-13% Retail-15% 24x7-20% of the Registered Avaya Product GPL Price less Standard Services Discount (42%) Note: minimum prices apply 24x7 Avaya Global Tier 3 COE Product Support 24x7 Avaya Remote Engineer - Alarm Intervention 24x7 Direct Remote Avaya End User Support Direct Onsite Avaya End User Support Full Avaya Global Logistics Support Implementation Productivity Tools & Alarm Management, Resolution & Intervention

16 16 © 2005 Avaya Inc. All rights reserved. Service Contract PSS Application Support Service Elements 24x7 or Business Day Avaya Global Tier 3 COE Product Support 2 Hour Response to Major Product Issues 24x7, Maintenance Software Updates 24x7 or Business Day Direct Remote Avaya End User Support Including Business day End User Helpdesk & Installation Support

17 17 © 2005 Avaya Inc. All rights reserved. PSS Software & Applications Provides Support for Out of the Box Functionality of Avaya Applications. (Support of customized Applications requires separate chargeable agreement) Choose from: –Remote Tier 2 & 3 End User / Avaya BusinessPartner Support –Remote Tier 3 only Avaya BusinessPartner Product Support Includes maintenance updates (Complex Apps include Major Updates) and patches (New features, hardware and Software Upgrades not included) Business Day Support 24 x 7 Support Tier 2 and 3 Support Simple Avaya Applications 15%21% Complex Avaya Applications 26%35% Tier 3 Only Simple Avaya Applications 6%8.5% Complex Avaya Applications 18%24% Business Hours or 24x7 Support Options Access to Web Based Support Tools Applications categorized as –Simple (PDS s/w, UM) –Complex (AIC, Witness, IR s/w) Pricing Percentages are of the Registered Avaya Product GPL Price less Standard Services Discount (42%) Note: minimum prices apply

18 © 2005 Avaya Inc. All rights reserved. Avaya Services Registration Tool

19 19 © 2005 Avaya Inc. All rights reserved. Access Services Registration Tool PSS Help tion.avaya.com/

20 20 © 2005 Avaya Inc. All rights reserved. Main Menu

21 © 2005 Avaya Inc. All rights reserved. Supporting Information For Avaya Authorised BusinessPartners Confidential PSS Q & A

22 22 © 2005 Avaya Inc. All rights reserved. Q. How Do I Get Help With ProVision ? –To obtain the latest ProVision Help Desk information: Visit Click Contact Your Help Desk

23 23 © 2005 Avaya Inc. All rights reserved. Q. How Can Per Site Contracts Be Adjusted to Reflect a Partners Actual Renewal With Their Customer ? –Default Is Annual Contract. Based on New Sales. The Web Tool Has Been Enhanced to Allow an Individual Contract Commencement Date to Be Inserted for Pre-Registration of New Sites.

24 24 © 2005 Avaya Inc. All rights reserved. Q. What is the T&M (Per Incident) Process ? –BPs Call Into Usual CSC Number –If They Have No Registered PSS Site Functional Location (FL) to Register a Call Against They Will Be Advised That the Call Will Be T&M If Caller Is a Tier 1 Services BP - a PO Will Be Requested and the Subsequent Fault Ticket Will Be Booked Against the Bps Own FL (Usually the HQ Location) If Caller Is a Tier 2 Services BP – (No BP HQ FL Will Be Available for call to be raised) They Will Be Referred to Their Services Distribution Partner. The Tier 1 Services Distribution Partner Should Then Contact Avaya With a PO on Behalf of Their Tier 2 Partner and the Subsequent Fault Ticket Will Be Booked Against the Tier 1 Distribution Partners Own FL (Usually the HQ Location) With the Contact Details Being the Tier 2 BP. Note: It is recommended that a minimum of 8 hours be initially provided on the initial PO to Avaya to avoid further delays.

25 25 © 2005 Avaya Inc. All rights reserved. Q. What are the Terms Of T&M (Per Incident) Service ? –Such Requests Are Answered in the Avaya Service Center in the Usual Way. –Only Once Requests Are Validated and Have a Po Reference (See Previous Slide) Will They Be Inserted Into the Relevant Ticket Queue for Attention –Work Will Only Be Started When All Open Fault Tickets Pertaining to Requests on Valid Customer or BP Service Contracts Have Been Dealt With –It Should Be Noted That NO Response Time or Other Commitments (Including the Availability of the Escalation Process) Will Given –Work Will Only Be Carried Out for the Duration of the Commitment of the BP Purchase Order

26 26 © 2005 Avaya Inc. All rights reserved. Q. What is the Target SLA ? –Tier 3 Remote Support: Major Faults: –1 Hr Response – Target 90% attainment Minor Faults: –Next Day Response – Target 80% attainment within 4hrs

27 27 © 2005 Avaya Inc. All rights reserved. APR – Service Levels Business Partner Advanced Part Replacement –Advanced replacement shipment from Brussels. Delivery interval from order to delivery to city of entry in following slides. –Target Delivery Attainment 95%

28 28 © 2005 Avaya Inc. All rights reserved. APR - Europe Transit time in working days from order to delivery to the country city of entry.

29 29 © 2005 Avaya Inc. All rights reserved. APR – Middle East Transit time in working days from order to delivery to the country city of entry.

30 30 © 2005 Avaya Inc. All rights reserved. APR - Africa Transit time in working days from order to delivery to the country city of entry.

31 31 © 2005 Avaya Inc. All rights reserved. APR Quick Support Capability Madrid Barcelona Toulouse Marseille Lyon Nantes Paris Hamburg Berlin Dusseldorf Frankfurt Stuttgart Glasgow Manchester Dublin Amsterdam Brussels Metz Munich Geneva Zurich Milan Rome Hounslow Warsaw Budapest Prague Bratislava Padova Bari Catania Catanzaro Cagliari

32 32 © 2005 Avaya Inc. All rights reserved. Q. Per Port Pricing – Existing Tool Issues –BPs Are Looking for an Easy Way to Price Their Installed Base Onto These Offers –Current Method Is Time Consuming for BPs and AGSs Operational Resources

33 33 © 2005 Avaya Inc. All rights reserved. Q. Per Port Pricing – Methodology –AGS Have Provided an Alternate, Simplified Registration & Pricing Process for a BPs Legacy DEFINITY ® Base for PSS TE & TE plus Productivity Tools by: Applying tiered per port pricing for equipped TDM and administered ip ports Modifying the Web tool to provide pricing quotations on this basis if required Pricing designed to be approximately in line with current %GPL methodology if taken over whole base –All other Services and ordering processes for all other Avaya products remain un-changed

34 34 © 2005 Avaya Inc. All rights reserved. Q. Per Port Pricing – Benefits –Reduced complexity in Web tool- Smaller lists of products and cards to support Core & Basic services No need to enter full configuration of system No need to source and register serial numbers of equipment Covers majority % of BPs legacy base –Enables support for earlier versions to be priced without adding large amounts of complexity to tool –Easier to estimate and configure pricing –Reduced BP and Avaya admin workload –Provides initial step towards Global Avaya Utility Pricing Initiative

35 35 © 2005 Avaya Inc. All rights reserved. Q. Per Port Pricing – Process –BP enters site details registration in Web Registration Tool as normal –Selects new Service DEFINITY Installed Base Per Port –Enters Dial-up details for system –Select system type and count for TDM and/or ip ports –Tool provides per port price quotation and ordering functionality as normal Q. Where Can I Get Help ? PSS Helpline Available Monday through Friday 09:00 to 18:00 CET.

36 © 2005 Avaya Inc. All rights reserved. ProVision for PSS Julian Orbach Cat Maben Avaya Labs Australia

37 37 © 2005 Avaya Inc. All rights reserved. Contents ProVision Intro to new Offer Admin Responsibilities Steps –Application to Register Company –Allocating PSS Licenses Q&A

38 38 © 2005 Avaya Inc. All rights reserved. What is ProVision? Windows-based productivity tool. Used to implement and manage configuration of several Avaya devices: –Communication Manager –Audix –Modular Messaging –SIP Enablement Server Available to BPs since Current offer: –3-month, per-seat subscriptions (licenses) –Sold in EMEA for $US1150 Supported by ProVision Web Site

39 39 © 2005 Avaya Inc. All rights reserved. New Offer ProVision is bundled with new PSS Offer –Technical Expertise with Productivity Tools Licensed to only one device per purchase 60-day subscription (license) –Time starts when you start using it activate your license key Once-only, per device –Intended for initial implementation. –Not licensed to do ongoing administration. If you want that, the other offer is still available.

40 40 © 2005 Avaya Inc. All rights reserved. How are PSS licenses different? PSS licenses do not support Online Change feature. PSS licenses do not support access to devices that are behind the current version –e.g. CM 3.0.1; similarly for Audix, SES and Modular Messaging PSS licenses will be restricted on a per-server basis –Unlike the regular licenses that can access any number of devices. The regular PV licenses can be renewed. PSS licenses are shorter.

41 41 © 2005 Avaya Inc. All rights reserved. BP Registration: Concepts To use ProVision, each BP must be registered with the ProVision Web Site. –BP can apply themselves. Each BP should have an administrator staff member. –They can create other users. –Subscriptions (licenses) are normally given to the BP administrator to transfer to the appropriate user. –The BP Admin is automatically notified of their password and progress throughout the registration process.

42 42 © 2005 Avaya Inc. All rights reserved. BP Registration: Steps 1. Visit the ProVision Web Site 2. Click Register Now 3. Click to indicate that you are a BusinessPartner 4. Fill in the details about the BusinessPartner Do not use the PSS fields. You need to specify the name and address of the BP administrator.

43 43 © 2005 Avaya Inc. All rights reserved. Official Convergence Communication Provider for the 2002 and 2006 FIFA World Cup FIFA Womens World Cup USA 2003


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