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© 2005 Avaya Inc. All rights reserved. Partner Support Services – EMEA The Simplified Offer Portfolio Avaya Global Services
2 © 2005 Avaya Inc. All rights reserved. Simplified Maintenance Indirect Simplified Partner Support Services Maintain Stage of the Lifecycle Continuum
3 © 2005 Avaya Inc. All rights reserved. Simplified Partner Support Services Agenda Global Services Delivery Organization Partner Support Services Offers –Overview –Offer, Entitlements, Skills –Link to Product Authorization –Offer Matrices By Entitlements –Entitlements in Detail –Pricing –Quoting & Ordering Avaya Services Web Registration Tool Frequently Asked Questions
4 © 2005 Avaya Inc. All rights reserved. Belgium Netherlands Russia UK Germany Hungary AustriaSwitzerland France Spain Italy Argentina Brazil Canada Chelmsford Denver St. Pete Mexico Hong Kong India Singapore Australia Japan China Americas Asia Avaya Currently Supports: : 20+M Avaya ports 380,000 multi-vendor PBX ports 3,000,000 voice mailboxes for service providers 690,000 voice mailboxes for enterprises 97,000 multi-vendor voice mailboxes 140,000 multi-vendor routers, switches and servers Global Delivery Support Centers services professionals, 28 combined network operations and technical support centers via EXPERT Systems SM watching over customers and supporting partners with round-the-clock support Milpitas Europe Columbia Redmond Coppell
5 © 2005 Avaya Inc. All rights reserved. Status Backbone (T3 Engineers Only) Command Center Monitoring SLA’s Service Desk NEW Engineering Call Answer! SD Access Phone Web Forward Status Continuous Updates EXPERT SYSTEMS Diagnostic Tools Enterprise Services Platform Global Service Delivery Organization Partner Access To Service Desk
6 © 2005 Avaya Inc. All rights reserved. Partner Support Services are a set of maintenance offers available to Avaya BusinessPartners, which complement the BusinessPartner skill-set where required, enabling service delivery to full customer expectations. Partner Support Services are a set of maintenance offers available to Avaya BusinessPartners, which complement the BusinessPartner skill-set where required, enabling service delivery to full customer expectations. General Overview Available to Avaya BusinessPartners Authorized to sell Avaya Solutions Optimized for BP related service requirements, providing choice through the availability of different levels of service & value add service options Remote support options available for Regional purchase Delivery through the Avaya Global Services Delivery organisation Important: End User Maintenance Software Permissions (MSP’s) and Software Maintenance Patches inclusive with all Contracts
7 © 2005 Avaya Inc. All rights reserved. Offer, Entitlements, Skills* Offer NameOffer EntitlementsSkill Sets PSS Backbone Core: 24 x 7 Remote Tier 3 Support Choice: Remote Alarm Monitoring (RAM) & Advanced Parts Replacements (APR 8x5) For HIGHLY skilled partners Now with improved Advanced Parts Replacement PSS Service Desk Core: 24 x 7 Remote Tier 2 / 3 support, Expert Systems & Engineer Support (RAM+) Choice: APR For SKILLED partners Now with improved Advanced Parts Replacement PSS Onsite Core: 24 x7 Remote Tier 2 / Tier 3 & Full Coverage Maintenance Support Choice: Onsite SLA’s 8 x 5 or 24 x 7 For the OUTSOURCING type For when you want everything, leaving the Partner focusing on the customer PSS SIMPLE Apps Core: Remote Support Only Choice: Tier 3 support or Tier 2 / 3 support & SLA’s 8 x 5 or 24 x 7 For SIMPLE applications Like Modular Messaging PSS COMPLEX Apps Core: Remote Support Only Choice: Tier 3 support or Tier 2 / 3 support & SLA’s 8 x 5 or 24 x 7 For COMPLEX applications Like Avaya Interaction Centre * Avaya BusinessPartners are required to be Authorised to sell Avaya Solutions to access PSS
8 © 2005 Avaya Inc. All rights reserved. Product Authorization Requirements –As defined in the BP Program where authorization is available https://enterpriseportal.avaya.com/ptlWeb/bp/https://enterpriseportal.avaya.com/ptlWeb/bp/ –Sales Training for specific product completed –Design Training for specific product completed –Implement/Maintain Training for specific product completed –Self-Service Assessment Completed Example: IP Simplex –Sales/Design/Implement & Maintain Trainings covered –Self-Service Assessment completed Link to Product Authorisation IP Simplex Sell Design Implement/Maintain + Self Assessment The first step to become an Avaya BusinessPartner is to become Product Authorised. This includes the basic requirements for sales & technical training, as well as defined service capabilities. This ensures that BusinessPartners have the right level of expertise and infrastructure which, together with Avaya PSS, provide the high quality support end customers expect.
9 © 2005 Avaya Inc. All rights reserved. Link to Product Authorisation Offer NameOffer entitlementsPA Required PSS Backbone Core: 24 x 7 Remote Tier 3 Support Choice: Remote Alarm Monitoring (RAM) & Advanced Parts Replacements (APR) For HIGHLY skilled partners Now with improved Advanced Parts Replacement PSS Backbone SIMPLE Apps Core: Remote Support Only Choice: Tier 3 support & SLA’s 8 x 5 or 24 x 7 For SIMPLE applications Like Modular Messaging PSS Backbone COMPLEX Apps Core: Remote Support Only Choice: Tier 3 support & SLA’s 8 x 5 or 24 x 7 For COMPLEX applications Like Avaya Interaction Centre PRODUCT AUTHORISATION IS REQUIRED The following offers will only be available if you meet the full (Sell, Design, Implement/Maintain) Product Authorization Criteria For more details on Product Authorisation go to https://enterpriseportal.avaya.com/ptlWeb/bp/ underhttps://enterpriseportal.avaya.com/ptlWeb/bp/ ‘Training and Certification’
10 © 2005 Avaya Inc. All rights reserved. Service Options Matrix By entitlement Offers Tier 3 (& Tier 4) Tier 2RAMRAM +APROnsite 8 x 5 Onsite 24 x 7 PSS Backbone* √ Optional PSS Service Desk √√√√ Optional PSS Onsite √√√√√√ Optional * Available only to fully Product Authorized BusinessPartners Offer Tier 3 (& Tier 4) 8 x 5 Tier 3 (& Tier 4) 24 x 7 Tier 2 8 x 5 Tier 2 24 x 7 Apps PSS Simple Apps Backbone* √ Optional PDS Software, UM, IM & Complex Messaging PSS Simple Apps Service Desk √√√ Optional PDS Software, UM, IM & Complex Messaging PSS Complex Apps Backbone* √ Optional IR Software, AIC, OA, Witness, CCE & AES PSS Complex Apps Service Desk √√√ Optional IR Software, AIC, OA, Witness, CCE & AES CORE OFFERS – Hardware Base Solutions APPLICATION OFFERS
11 © 2005 Avaya Inc. All rights reserved. Entitlements * Backbone (Tier 3) Entitlement 24x7 Remote Backbone Support (Tier 3 technical support ) for proven product issues and complex problem resolution on registered Avaya products 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 Avaya’s Web ticketing system Provision of and access to Software maintenance patches & Maintenance Software Permissions New - Engineering Call Receipt! Service Desk (Tier 2) Entitlement 24x7 Multi Language BP Support for registered sites including Remote Tier 2 diagnostics 24 x 7 Access to the Backbone Organization via the Service Desk (Tier 2) Organization Access to all other service options as defined in the Backbone (Tier3) entitlement New - Engineering Call Receipt! Provision of and access to Software maintenance patches & Maintenance Software Permissions * To determine which entitlements and/or options are included in each PSS offer please refer to the offer matrices
12 © 2005 Avaya Inc. All rights reserved. Key Benefits: 1. Provides Product Alarm monitoring and automatic trouble resolution where possible for sites 24x7xless than 15 Minutes 2. Automatic direct escalation to BP for un-resolved issues 3. Reduces operating cost 4. All major alarms are automatically reported 5. Over 50% of the alarms are cleared automatically by Avaya EXPERT Systems, without human intervention 6. Can reduce probability of major system outages 7. Increases customer satisfaction Key Benefits: 1. Provides Product Alarm monitoring and automatic trouble resolution where possible for sites 24x7xless than 15 Minutes 2. Automatic direct escalation to BP for un-resolved issues 3. Reduces operating cost 4. All major alarms are automatically reported 5. Over 50% of the alarms are cleared automatically by Avaya EXPERT Systems, without human intervention 6. Can reduce probability of major system outages 7. Increases customer satisfaction Entitlements Remote Alarm Monitoring (RAM) Entitlement 24x7 automated monitoring and management of alarms for all products covered 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 Direct Notification via to BP of proposed resolution and recommendation for further trouble shooting if required
13 © 2005 Avaya Inc. All rights reserved. Entitlements Remote Alarm Monitoring + (RAM+) Entitlement All the benefits of Expert Systems + Notification to Avaya Global GSD Team 24 x 7 directly who will be commence work immediately on the problem and send to BP with additional recommendation if required Advanced Parts Replacement Entitlement* 8 x 5 Advance Parts Replacement (APR) Service Provides same day dispatch of Avaya Spare Parts (Subject to Availability, & notification prior to 3 pm) Negates need for RMA Costs and Repair Requests for registered Equipment Reduces Inventory Costs for multiple stock holdings 24 x7 APR will be available later this year * Certain country restrictions apply APR now available at the best service option at the same price! 24 x 7 APR will be available later this year!
14 © 2005 Avaya Inc. All rights reserved. Entitlements Onsite Entitlement* 2 Coverage Levels Available –Business Day (Mon-Fri 9-5) –24 x 7 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 Check country availability Remote Basic Product Support During Implementation Entitlement 30 day 8 x 5 support during implementation on product defects available on all * Certain country restrictions apply
15 © 2005 Avaya Inc. All rights reserved. Entitlements SIMPLE Applications Entitlements 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 Avaya Business Partner Support –Remote Tier 3 only Avaya Business Partner Product Support Includes maintenance software updates and patches Business Hours or 24x7 Support Options Provides Support for Applications such as PDS Software, UM, IM and Complex Messaging COMPLEX Applications Entitlements ALL SIMPLE Apps entitlements for a different set of applications + Includes maintenance Updates & Upgrades (Conditions Apply) Business Hours or 24x7 Support Options Access to Web Based Support Tools Provides Support for Applications such as IR Software, AIC, OA, Witness, CCE & AES
16 © 2005 Avaya Inc. All rights reserved. Generic Pricing (Registered Product GPL – BP % Services Discount ) x Required Service % rate = Service Cost Some Legacy Products (Per Port / Platform Service Rate x Qty) minus BP % Services Discount = Service Cost Note: minimum prices apply
17 © 2005 Avaya Inc. All rights reserved. Pricing In Detail OfferPricing (basic offer) Tier 3 (& Tier 4) Tier 2RAMRAM +APROnsite 8 x 5 Onsite 24 x 7 PSS Backbone* 2% √ +1%+3% PSS Service Desk 6% √√√√ +3% PSS Onsite 13% √√√√√√ +7% * Available only to fully Product Authorized BusinessPartners Offer Pricing (Basic offer) Tier 3 (& Tier 4) 8 x 5 Tier 3 (& Tier 4) 24 x 7 Tier 2 8 x 5 Tier 2 24 x 7 Apps PSS Simple Apps Backbone* 6% √ +2.5% PDS Software, UM, IM & Complex Messaging PSS Simple Apps Service Desk 15% √√√ +6% PDS Software, UM, IM & Complex Messaging PSS Complex Apps Backbone* 18% √ +6% IR Software, AIC, OA, Witness, CCE & AES PSS Complex Apps Service Desk 26% √√√ +9% IR Software, AIC, OA, Witness, CCE & AES CORE OFFERS – Hardware Base Solutions APPLICATION OFFERS
18 © 2005 Avaya Inc. All rights reserved. Quoting & Ordering Pricing will continue to be structured: % x (GPL - Services discount) The web tool will need to be utilised to create quotations The Web Registration Tool Is to be utilized to manage quotes/pricing and orders: https://servicesregistration.avaya.com/login.asp
© 2005 Avaya Inc. All rights reserved. Avaya Services Registration Tool
20 © 2005 Avaya Inc. All rights reserved. Access Services Registration Tool PSS Help
© 2005 Avaya Inc. All rights reserved. Supporting Information For Avaya Authorised BusinessPartner’s Confidential PSS Q & A
22 © 2005 Avaya Inc. All rights reserved. Q. ProVision is no longer in the offers, why is that ? –Based on partner feedback, we have removed this entitlement as part of the simplification effort around Partner Support Services. –If you wish to know more about Provision and how to gain access it, refer to the site below Visit 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.
23 © 2005 Avaya Inc. All rights reserved. Q. What is the T&M (Per Incident) Process ? –BP’s 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 Bp’s 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.
24 © 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
25 © 2005 Avaya Inc. All rights reserved. APR - Europe Transit time in working days from order to delivery to the country city of entry.
26 © 2005 Avaya Inc. All rights reserved. APR – Middle East Transit time in working days from order to delivery to the country city of entry.
27 © 2005 Avaya Inc. All rights reserved. APR - Africa Transit time in working days from order to delivery to the country city of entry.
28 © 2005 Avaya Inc. All rights reserved. APR 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
29 © 2005 Avaya Inc. All rights reserved. Q. Per Port Pricing – Existing Tool Issues –BP’s Are Looking for an Easy Way to Price Their Installed Base Onto These Offers –Current Method Is Time Consuming for BP’s and AGS’s Operational Resources Q. Per Port Pricing – Methodology –AGS Have Provided an Alternate, Simplified Registration & Pricing Process for a BP’s 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
30 © 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 BP’s 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
31 © 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.
32 © 2005 Avaya Inc. All rights reserved.
© 2005 Avaya Inc. All rights reserved. Partner Support Services - EMEA Avaya Global Services.
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