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1 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Maintenance Charlie Haynie Services Sales Specialist
2 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Expert Systems 24 Hour Remote Monitoring/Diagnostics with Intelligent Dispatch (On select ECG Products) –Avaya EXPERT SystemsSM Diagnostic Tools Remains a major differentiator for Avaya Maintenance –Maximizes uptime – 98% of alarms are – resolved remotely –Manages and monitors your system 24/7, 365 days a year –Handles over 600,000 alarms per year Preventative Maintenance – –Identifies performance and resource – issues before they cause outages or – degrade performance Customers experience 73% fewer major outages when monitored by Avaya Global Services
3 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Comprehensive details of proactive and preventive maintenance activities –Resolution Statistics –Preventive Routines –Security Advisories –On-Site Dispatch –Parts Replacement Demonstrating the value of EXPERT Systems Avaya EXPERT View SM Report
4 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Avaya Maintenance Agreement Features Expert Systems – continuous 7X24 monitoring of systems. Intelligent Dispatch – tech is aware of problem & has appropriate parts Access to Avaya Technical Experts – highly experienced service engineers and field techs Priority Response –flagged as a priority customer Help Line Support –timely, thorough answers to basic product, feature/function or interoperability questions System Security Health checks – immediate response for active fraud and security scanning to check for the top system vulnerabilities. Emergency Service Plan – gets you back in service in 24 hours or less, in the event of a major emergency such as fire, flood, or hurricane
5 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Avaya Maintenance Agreement Features (cont.) Power Surge Protection –result of lightning or power surge damage Product Correction Notices (PCNs) & Software/Firmware Updates – Software maintenance fixes Customer Support Website –support.avaya.com which offers access to service request generation, trouble status, electronic library, news, events, answers to FAQs and service directories Maintenance Software Permissions - Avaya proprietary, intellectual, right-to-use software that gives the customer maintenance capabilities they need to respond to some alarms and aids in trouble isolation procedures –Stations and Trunks and allow customer to test, busy out and release stations, circuit packs (boards), ports, data modules, trunks, and modem pools –Allows customer to test, busy out and release data links, data lines, and the switch
6 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Feature / OfferFull Coverage Parts + RemoteRemote Maintenance Assist No Coverage T&M Access to Web SupportYes Limited Help Line SupportYes Billable EXPERT Systems sm MonitoringYes Not Available Remote Technical AssistanceYes Billable Replacement PartsYes Billable Power Surge ProtectionYesNot Available On-site Support Yes – Priority responseBillable On-site Response Objective – Major Outage 2 hour metro – 4 hour non- metro Next Business Day Non-priority MSP'sYes Not Available Toll Fraud InterventionYes Billable Quarterly Security AssesmentYes Not Available Coverage Options8x5 or 7x24 Not Applicable Avaya Maintenance Offer Comparison
7 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Difference between Authorized and Non-authorized Service Providers What benefits does a customer lose by moving from Avaya or an Avaya Authorized Business Partner to an Unauthorized Service Provider? –No access to: Remote Technical Center On-site technician support Remote diagnostics provided by Avaya EXPERT Systems Access to non-system critical PCNs Avaya remote or onsite Per Incident Support MSPs –Avaya will not grant Unauthorized Service Providers access to Avaya logins, which may severely reduce their ability to support and maintain your Avaya systems
8 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Avaya Services Day Jodi Orcutt Services Sales Specialist
9 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Avaya Services Days June 21st 8:30am – 12:30pm Are you familiar with all the available Avaya Service/Maintenance options and their respective entitlements? Is your staff consistently operating in a reactive manner causing delays in projects and other forward looking efforts? Are you interested in maintaining a stable environment and minimizing downtime? Could you benefit from offloading administrative tasks such as managing patches and software updates to allow you to focus on core responsibilities? Are you on Messaging Platform that is end of life and need to upgrade but dont have the capital? Would you like to get into a contact center without the up front expense? Would you like to hear more about the enhancements occurring in the Global Service Delivery Organization?
© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Software Support and Hardware Maintenance.
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