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Support Advantage – Overview August 10, 2011. 2 Avaya – Confidential & Proprietary All Support Advantage Offers: Global offer with consistent policies.

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Presentation on theme: "Support Advantage – Overview August 10, 2011. 2 Avaya – Confidential & Proprietary All Support Advantage Offers: Global offer with consistent policies."— Presentation transcript:

1 Support Advantage – Overview August 10, 2011

2 2 Avaya – 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 Essential Requires Parts Preferred Requires Parts Upgrade Advantage Onsite Advanced Services Options Parts

3 3 Avaya – Confidential & Proprietary 3 New Enterprise Products All Software Support Eligible Products (examples): Communication Manager Modular Messaging 3.1+ Call Center 5.0+ Other Solutions covered under Software Support New Product Releases Check for applicable products at: 3 Eligible Avaya Enterprise Products Support Advantage GA

4 4 Avaya – Confidential & Proprietary 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 Systems SM 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

5 5 Avaya – Confidential & Proprietary Questions

6 6 Avaya – Confidential & Proprietary Back up

7 7 Avaya – Confidential & Proprietary 7

8 8 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 customers 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. 99% Alarms resolved remotely with automated tools 85% Faster response times than previous support offers 74% Reduced risk of experiencing a major system outage Recommended Combination of Services

9 9 Avaya – Confidential & Proprietary Four Steps to Customizing Support Advantage Coverage Choose from Advanced Services: 3 Choose Upgrade Advantage 4 9 Preferred Requires Parts Upgrade Advantage Onsite Essential Requires 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. Advanced Services Options Parts Select Parts or Onsite Support: A. Parts NBD* B. Parts 8x5x4 C. Parts 24x7x4 D. Onsite 8x5 (includes Parts Coverage) E. Onsite 24x7 (includes Parts Coverage) 2 Select Core Support Coverage: A. Preferred B. Essential 1 ̶ Software Release Maintenance ̶ Terminal Replacement ̶ Product Correction Support ̶ Client Service Manager ̶ Enhanced Monitoring ̶ Single Point of Contact ̶ Agency Carrier ̶ Remote Back-Up Admin

10 10 Avaya – Confidential & Proprietary 10 Pre-SSI releases (examples): DEFINITY Communication Manager R1– 4 INTUITY Audix Call Center R1-4 CMS R Renew existing maintenance until customer upgrades to an Avaya Support Advantage eligible product Other Enterprise Products (examples): CS1K Call Pilot Contact Center Data 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 Migrating Avaya Products Not Migrating Support Advantage GA

11 11 Avaya – Confidential & Proprietary Transitioning to Support Advantage 11 New System Sales & Upgrades Recast to Support Advantage OR Continue with existing contract until expiration. At expiration coverage recasts to Support Advantage Utility Contracts (North America) Purchase Support Advantage New System Sale (Except for Master Agreements with SSI) Recast to Support Advantage Traditional 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 ScenarioAvailable Options

12 12 Avaya – Confidential & Proprietary Transitioning to Support Advantage 12 Renewals Sales ScenarioAvailable Options Recast to Support Advantage, including cancellation of hardware maintenance contract OR Continue 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 Recast to Support Advantage, including cancellation of hardware maintenance contract Customers with Software Support + Upgrades and accompanying hardware maintenance AND a product upgrade occurred Recast to Support Advantage, including cancellation of hardware maintenance contract OR Continue 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

13 13 Avaya – Confidential & Proprietary Support Advantage Product Eligibility for SA & How Quote Tools Affect It There are two determinants for SA eligibility: 1. Product must be designated as SA-eligible 2. The quote tool used must support SA Both must be true to get an SA quote ProductTool UsedOffer ProducedRationale Session Manager with CS1K V7.5 ECPASS / ExpressCS1K must be quoted in EC. EC will not quote SA, which drives Session Manager offer produced Session Manager with Aura R6 ASD/MSQT/MPTSASession Manager is now SA. It is an SA-eligible product and the quote tool used supports SA AACCECPASS / ExpressAACC is SA-eligible but EC does not support SA AACCASD/MSQT/MPTSAAACC is SA-eligible and quote tool used supports SA DataECPASS / ExpressData is not eligible for SA DataASD/MSQT/MPTComponent-basedData is not eligible for SA Sample Scenarios

14 14 Avaya – Confidential & Proprietary 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

15 15 Avaya – Confidential & Proprietary Parts 8x5x4 and Parts 7x24x4 Parts 4 hour response offers: Available in selected geographies in countries where Parts coverage is available Quote tools DO NOT control 4 Hour coverage selection availability in countries where Parts are available 4 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 countries 4 hour coverage eligibility must be determined before quoting the offer. Otherwise, customers may contract for support that cannot be delivered In order to determine support eligibility: Go to the Support Advantage page of Avaya Support located at 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 Avayas 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.


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