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© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA 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% 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 Avayas 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 Avayas 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 support of 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 Software Support for Overall Network 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 Support Holistic and Flexible Support Options Focus of Todays 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 New Simplified Approach Software-focused Support Hardware-focused Support 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 Systems SM 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 companys 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. Avayas 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 remediation Fault Resolution Isolation and confirmation of fault events for voice Fault Isolation Notification within 15 minutes for service affecting issues Service Level Objectives IP Telephony platform alerts for potential security risks Security Monitoring Correlation and validation of events for voice and multi-vendor data Fault 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 portal Reporting 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 Maintenance A 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 - dont force your customers to go to the competitor due to lack of availability or poor network performance Upgrade protection and future-proofing with upgrade subscription Access latest patches and fixes Leverage Avayas best- in-class tools like InSITE Knowledge Management and the IPSS Customer Portal Peak Performance and Availability Access Latest Features and Functionality Reduce Total Cost of 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
© 2007 Avaya Inc. All rights reserved. 11 Stages of Maintenance and Product Offer Lifecycle
© 2007 Avaya Inc. All rights reserved. 12 Helpful Links https://support.avaya.com/cgibin/gx.cgi/AppLogic+SelectPr oductA ss.OpenPage&temp.template.name=ProdTran
© 2007 Avaya Inc. All rights reserved. 13 © 2007 Avaya Inc. All rights reserved.
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