2 Support Advantage Features Overview All Support Advantage Offers:Global offer with consistent policiesSimplified per license/server/gateway pricingExpanded and flexible software upgrade subscription, Upgrade Advantage, available with Essential or PreferredBuild support coverage with additional Onsite and Terminal Replacement options with either Essential or PreferredPreferred Support has all Essential entitlements plus includes monitoring and quicker responseRequired minimum level of support: Essential Support and Parts Next Business Day6 month transitional period for parts*Upgrade AdvantageAdvanced Services OptionsOnsitePartsPreferred Requires PartsNow, let’s take a quick look at the Support Advantage offers and features.If you start with the graphic on the right and you look at the bottom box in red, called Essential Support, that is the required minimum attach with Support Advantage. Essential Support includes 24x7 remote hardware and software support with Parts Next Business Day. Essential Support is also available in a co-delivery model for certified partners under the Avaya Connect joint service delivery program.Preferred Support is also an option for remote support that includes all Essential entitlements plus monitoring and a much quicker response and resolution time.Above that, we have Onsite Support, which is available with both Essential and Preferred and includes parts. This offer features an Avaya technician providing onsite services at a customer location. Terminal Replacement parts are available as a separate additional option with all Support Advantage offers, but it does require Parts Next Business Day or Onsite support.Looking at our Advanced Services offer, we currently provide many optional services such as, Remote Backup Administration, Enhanced Monitoring, SPOC, and Software Release Maintenance (among others). We will be bringing all of these offers with Support Advantage in a license/server/gateway model.Finally, Upgrade Advantage, available with all Support Advantage offers, is the most economical way to have access to our software subscriptions and major releases.Support Advantage provides globally consistent offers with consistent policies and they are priced in a license/server/gateway model.Recommended PackageEssential Requires Parts* Does not apply to CALA and APACMinimum required attach
3 New Enterprise Products Eligible Avaya Enterprise ProductsSupport Advantage GANew Enterprise ProductsAll Software Support Eligible Products (examples):Communication Manager 5.0 +Modular Messaging 3.1+Call Center 5.0+Other Solutions covered under Software SupportNew Product ReleasesCheck for applicable products at:33
4 Flexibility & Simplicity Enhancing Customer Value through Support AdvantageFlexibility & SimplicityImmediacyImmediacyGlobally consistent remote hardware and software support included in all support offersSimple pricing and invoicing24x7 access to web resources and remote technical supportMenu of service offers aligned with customer needsExperience award-winning services and support - recognized by 13 separate industry awardsCo-termination of contracts at system levelSynchronized billing for multi-year coverage*With Preferred Support:Up to 85% faster response times via web ticketingProactive alert of alarms related to PSTN facilitiesMonitoring and proactive issue resolution with EXPERT SystemsSMHigh-speed secure connectivity with centralized management99% resolution of system generated alarms without dispatch20% average faster resolutionNow, let’s examine how Support Advantage is delivering more value and capabilities than previous maintenance offers.Flexible SimplicityWe’ve simplified our support model to include 24x7 remote hardware and software support and access to extensive web resources. This new holistic model is globally consistent across all theaters and all channels, and includes Parts Next Business Day, access to our Intellectual Property (IP). We’ve also simplified our pricing methodology, now based on per license/server/gateway.Support Advantage is designed to be flexible and modular allowing you to choose the support level needed for your business. You can choose your base support and add on additional services such as Onsite, Terminals, Upgrade Advantage, and other Advanced Services designed to provide ongoing support for your communications network and applications. With Support Advantage you’ll also experience Avaya’s industry award- winning services and support.ImmediacyOur Preferred Support offer builds upon the Essential offer and delivers more value with EXPERT SystemsSM proactive monitoring and resolution, faster response times – reducing the risk to your communications environments and saving you time. Customers with Preferred enjoy up to 99% of system generated alarms resolved remotely. Also, you’ll receive up to 85% faster response times with preferred, proactive alert of alarms related to PSTN facility, and on average a 20% faster resolution with onsite support*Synchronized billing will be available post GA (August 1, 2011), at a date to be determined,4
8 Recommended Combination of Support Advantage Services: For Optimal Solution Performance and Stronger ROIPreferred SupportFor 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 supportmonitoring and proactive issue resolution15 min accelerated response interval on majors via web ticketingoff-board alarm notificationsOnsiteHighly-trained certified technicians dispatched to customer’s site.Advanced ServicesRobust selection of enhanced service offers, including Software Release Maintenance, Enhanced Monitoring, Remote Back-up Administration and more.Upgrade AdvantageAccess to major software upgrades on subscription basis.Recommended Combination of Services85% of U.S. customers buy equivalent of Preferred + OnsitePreferred Support is a comprehensive, yet flexible hardware and software support package, delivering 24x7 support services to businesses with Avaya communications environments. With Preferred Support, customers receive industry-recognized Avaya services with fast response times. Whether a customer chooses to manage their own environment or rely on Avaya or one of our authorized partners to assist, the Preferred Support package includes a comprehensive array of capabilities, including:Through Support Advantage Preferred Support, customers will experience:74% reduced risk of experiencing a major system outage99% resolution of system generated alarms without dispatch85% faster response times on majors via web ticketinga modular menu of services that address their specific needsRemote 24x7 technical support for hardware and softwareRemote monitoring with EXPERT SystemsOff board alarm notification and Secure Policy ManagementThe recommended package is grouped in a way that gives you comprehensive, cost-effective and flexible support.The combination of these features allows Avaya to detect problems faster, and we can bring in our experts quickly to address those core issues. It’s no wonder, that 85 percent of Avaya’s enterprise customers in the US choose a support package that’s equivalent to Preferred, Parts, and Onsite. This package provides timely upgrades, enhanced monitoring, onsite support and a combination of other enhanced support options.99%Alarms resolved remotely with automated toolsFaster response times than previous support offersReduced risk of experiencing a major system outage85%74%
9 Four Steps to Customizing Support Advantage Coverage Choose Upgrade Advantage4Upgrade AdvantageChoose from Advanced Services:3Advanced Services OptionsSoftware Release MaintenanceTerminal ReplacementProduct Correction SupportClient Service ManagerEnhanced MonitoringSingle Point of ContactAgency CarrierRemote Back-Up AdminOnsitePartsSelect Parts or Onsite Support:Parts NBD*Parts 8x5x4Parts 24x7x4Onsite 8x5 (includes Parts Coverage)Onsite 24x7 (includes Parts Coverage)2Preferred Requires PartsIt’s important to understand how to successfully create comprehensive support coverage.Step 1What do you need to do? You need to choose a core support offer, which could either be the Essential Support, or if you need the value we discussed in the Preferred Support offer, that could be your selection.Step 2You must also choose a parts option, and have three choices for parts: select fromParts Next Business DayParts 8x5x4Parts 24x7x4Step 3If Onsite coverage is needed you could purchase either an 8x5 or 24x7 package that includes an Avaya technician onsite with Parts (Terminal replacement is purchased separately). This option is available with either Essential or PreferredStep 4You can also select any Advanced Services that might meet your needs, whether that be Software Release Maintenance, Enhanced Monitoring, or other Additional Services. Some of the Advanced Services require Preferred, and we can share that detail with you if you are interested (reference Advanced Services brochure on the Portal)Step 5Finally, you can elect to add Upgrade Advantage. It is the subscription model that allows you access to Avaya’s innovation in the most economical way. The majority of our customers find that this offer element provides excellent value – it is also available with either Essential or Preferred.Essential Requires PartsSelect Core Support Coverage:PreferredEssential1*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.9
10 Avaya Products Not Migrating Support Advantage GAProducts Not MigratingPre-SSI releases (examples):DEFINITYCommunication Manager R1– 4INTUITY AudixCall Center R1-4CMS R1-16.2Renew existing maintenance until customer upgrades to an Avaya Support Advantage eligible productOther Enterprise Products (examples):CS1KCall PilotContact CenterData ProductsContinue with existing maintenance (i.e. PASS), ortake advantage of new offers (i.e. Full Service Delivery)SME Solutions:IP OfficePartner ACSSupport by partner through the SME Technical SupportOEM Products:UPSNuanceWitnessPolycomJuniperUse or renew existing maintenance offer101010
11 Transitioning to Support Advantage New System Sales & UpgradesSales ScenarioAvailable OptionsPurchase Support AdvantageNew System Sale (Except for Master Agreements with SSI)Recast to Support AdvantageORContinue with existing contract until expiration. At expiration coverage recasts to Support AdvantageUtility Contracts (North America)Recast to Support AdvantageTraditional PSS contracts (Global)Recast to Support Advantage, including cancellation of hardware maintenance contractCustomers with Software Support and accompanying hardware maintenanceCustomer 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
12 Transitioning to Support Advantage RenewalsSales ScenarioAvailable OptionsContinue with existing contractUtility (North America) or PSS (Global) Maintenance ContractCustomer stays on non-SA eligible productRecast to Support Advantage, including cancellation of hardware maintenance contractORContinue to renew existing Software Support and hardware maintenance contract until a product upgrade occurs.Customers with Software Support and accompanying hardware maintenanceRecast to Support Advantage, including cancellation of hardware maintenance contractCustomers with Software Support + Upgrades and accompanying hardware maintenance AND a product upgrade occurredRecast to Support Advantage, including cancellation of hardware maintenance contractORContinue to renew existing Software Support + Upgrades and hardware maintenance contract until a product upgrade occursCustomers with Software Support + Upgrades and accompanying hardware maintenance AND a product upgrade did NOT occur
13 Support Advantage Product Eligibility for SA & How Quote Tools Affect It There are two determinants for SA eligibility:Product must be designated as SA-eligibleThe quote tool used must support SABoth must be true to get an SA quoteSample ScenariosProductTool UsedOffer ProducedRationaleSession Manager with CS1K V7.5ECPASS / ExpressCS1K must be quoted in EC. EC will not quote SA, which drives Session Manager offer producedSession Manager with Aura R6ASD/MSQT/MPTSASession Manager is now SA. It is an SA-eligible product and the quote tool used supports SAAACCAACC is SA-eligible but EC does not support SAAACC is SA-eligible and quote tool used supports SADataData is not eligible for SAComponent-based
14 Billing for SASA 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.
15 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 atClick on the link Avaya Stocking Locations for PartsWill be updated with stocking location addresses prior to SA GAUse Google Maps or similar to determine driving distanceFor 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.