Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 1 IP Office Support Services Customer Benefits

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22 Key Customer Benefits Maximize Uptime Enhanced remote connectivity for quicker troubleshooting and increased security Quality assurance through manufacturer support Maximize Uptime Enhanced remote connectivity for quicker troubleshooting and increased security Quality assurance through manufacturer support Optimize Performance Access to software patches and updates Customized support to meet my business needs Optimize Performance Access to software patches and updates Customized support to meet my business needs Value for Money Access to free major upgrades for the latest technology Choice of high quality services for the right price Predictable pricing Flat fee regardless of # of users and UC Applications Value for Money Access to free major upgrades for the latest technology Choice of high quality services for the right price Predictable pricing Flat fee regardless of # of users and UC Applications Small and medium enterprise clients demand increased system uptime and optimum performance at the right price

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 33 Overall Value of IP Office Support Services Confidence with an Up-to-Date Network Expertise with Manufacturer Support Assurance with Accelerated Response Times With IP Office Support Services you can ensure your customers’ communications are running smoothly at all times Choose the right support services to fit your customers’ specific environments and supplement your business capabilities

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 4 Support for Small, Multi-Site & Mid-Size Enterprises Offer scales for 10 to 1000 user systems in conjunction with number of servers Grow Easily Due to the simplicity of the offer and ease of ordering, it is easy to add sites and obtain the coverage option that is desired Integrate Quickly Transition to centralized license management with no additional support fees Transition Seamlessly Increased TCO benefits

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 5 New Integrated SSL VPN Remote Access Improve diagnostic access to accelerate time to resolution IP Office Remote Access Faster troubleshooting Simplified deployment Reduces truck rolls Enables faster deployment of software upgrades remotely* Secure, high speed access Always-on availability IP Office Remote Access Faster troubleshooting Simplified deployment Reduces truck rolls Enables faster deployment of software upgrades remotely* Secure, high speed access Always-on availability Key Features  IP Office embedded SSL/VPN client at customer site  Avaya SSL/VPN gateway (AVG software) at the server site  Access through firewall and Network Address Translation (NAT)  Broadband speeds  Username/password coupled with server side certificate authentication Key Features  IP Office embedded SSL/VPN client at customer site  Avaya SSL/VPN gateway (AVG software) at the server site  Access through firewall and Network Address Translation (NAT)  Broadband speeds  Username/password coupled with server side certificate authentication (Avaya or Partner) *Provided through a Partner SSL/VPN infrastructure New

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 6  Educational videos provide troubleshooting and how-to information, administration tips, install, configure, etc Improved Support Site  Improved search function to find what you need  Single view for customer web tickets and status  Online Service Request for faster assignment  Access to Live Agent on the support site  Product Hub info: downloads & documentation  Video Chat capabilities Access Avaya Mentor Improve Partner velocity for clearing Tier 1 & 2 troubles and deliver assurance and confidence Enriched Online Support Experience Quickly and easily access technical expertise New

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 77 The Avatar  Avaya Virtual Agent (Ava)  Client/Config. Sensitive  Product Discussion Trees  Integrated database lookup  Preliminary troubleshooting  Audit trail tracking Web.Alive  Web.Alive “AVAbot” presence  Forum support  Engineer interaction and swarming via Web Alive triggers  Round Tables / Focus groups The Avatar  Avaya Virtual Agent (Ava)  Client/Config. Sensitive  Product Discussion Trees  Integrated database lookup  Preliminary troubleshooting  Audit trail tracking Web.Alive  Web.Alive “AVAbot” presence  Forum support  Engineer interaction and swarming via Web Alive triggers  Round Tables / Focus groups AVAbots Avaya Web.Alive Forums Avaya Virtual Agent Chat & Collaboration  Click-to-Chat  Dynamic collaboration  Desktop sharing  White-boarding  Serving content Video  One-touch video (1-way or 2-way)  Interactive, non-verbal cues  “Delight” factor  Deployed from agents desktop Chat & Collaboration  Click-to-Chat  Dynamic collaboration  Desktop sharing  White-boarding  Serving content Video  One-touch video (1-way or 2-way)  Interactive, non-verbal cues  “Delight” factor  Deployed from agents desktop Live Agents Swarming Video- Enabled Chat Swarming Innovation Drives Improved Communication Faster time to resolution with interactive experience New

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 8 World Class Avaya Parts Support Highlights  Provide service parts in support of maintenance revenue  246 warehouses in 43 countries  500,000+ Parts shipped annually  10,000+ SKU’s  8 major repair centers in 6 countries  96% On-Time Delivery to SLA ‒ Same Day Delivery (4 hour) ‒ Next Business Day ‒ Return & Exchange, and Same for Same To verify that Parts are available within 4 hours or NBD, go to the Enterprise Configurator (EC) Portal: All Regions except EMEA: EMEA Region: Highlights  Provide service parts in support of maintenance revenue  246 warehouses in 43 countries  500,000+ Parts shipped annually  10,000+ SKU’s  8 major repair centers in 6 countries  96% On-Time Delivery to SLA ‒ Same Day Delivery (4 hour) ‒ Next Business Day ‒ Return & Exchange, and Same for Same To verify that Parts are available within 4 hours or NBD, go to the Enterprise Configurator (EC) Portal: All Regions except EMEA: EMEA Region: Strategic Stocking Locations (SSLs) Canada 11 US 142 EMEA 52 CALA 14 APAC 27 Stocking Locations