Rest Easy With The Knowledge And Benefits Of Avaya Direct Delivered Maintenance for Nortel Products Bob Vissat Services Business Director

Agenda © 2011 Avaya Inc. All rights reserved.2  Communications Support Environment  Direct Client Maintenance Benefits  Relationship Options  Service Offer Components  Value In Action  The Avaya Difference

Communications Industry Network Support Environment  Evolution in communications architecture increasing complexity of issue resolution –TDM to IP –Centralized to distributed core and edge architectures –Device virtualization  Heavy investment in product features & functions not accompanied with diagnostic capability investment © 2011 Avaya Inc. All rights reserved.3 “We have entered a very dynamic and challenging time for IT organizations… there is a clear need to extend ‘tech-to- tech’ support model to include direct ‘tech-to-user’ capabilities” IntelliCom Analytics “We have entered a very dynamic and challenging time for IT organizations… there is a clear need to extend ‘tech-to- tech’ support model to include direct ‘tech-to-user’ capabilities” IntelliCom Analytics Rapid Resolution And Predictive Diagnostics Need Greater Emphasis To Ensure Maximum Uptime Of Communication Solutions

Co-Delivery Maintenance Today Meridian 1, Communication Server 1000, CallPilot, CC, BCM, Data 4 Avaya Support Provided to Partner Client Partner  Maintain the relationship with a partner you know and trust  Address all of your equipment & solution purchasing needs  Backup support for your manufacturer  Access to the latest patches  Partner training and accreditation © 2011 Avaya Inc. All rights reserved.

Avaya Direct Delivered Maintenance Offers Meridian 1, Communication Server 1000, CallPilot, CC, BCM, Data 5 Delivering Direct Manufacturer Support to Clients Client Partner  Maintain the relationship with a partner you know and trust  Address all of your equipment & solution purchasing needs  Expert support from your manufacturer  Single point of contact for billing and technical support  Optional real-time monitoring  Access to the latest technology  Certified Parts © 2011 Avaya Inc. All rights reserved.

The Avaya Direct Delivered Support Difference  Direct manufacturer global solution support with initial service request, no intermediate support steps –Total solution support, globally –Single support contact number –Manufacturer technical support –Onsite service support* –Advanced Parts Replacement with certified Avaya parts* –Emergency Recovery  24/7 direct access to certified Avaya engineers  15 + years of delivering support directly to clients © 2011 Avaya Inc. All rights reserved.6 * Check for country specific availability

Client Relationship Choice DirectRetail (US only) Wholesale/Resell (Express) Sales responsibilityAvayaPartner Client BillingAvaya Partner Account relationship for future purchases, products, and solutions AvayaPartner Client calls for supportAvaya Support delivered directly to client by Avaya Options For Sourcing Avaya Direct Delivered Maintenance © 2011 Avaya Inc. All rights reserved.7 Preferred Relationships Standard and Aligned List Pricing Across ALL Three Models - MSRP

Base Service Offers  Remote Technical Support ̶ 24x7x365 remote technical support via phone or web ̶ Avaya Emergency Recovery Service  Replacement Parts* ̶ Replacement of Avaya Field Replaceable Units with Avaya certified parts Avaya Direct Delivered Maintenance Offers Meridian 1, CS1000 / SMG, CallPilot, Contact, Center, Business Communication Manager/SRG, Data Networking Products** Response Options for Parts & On-Site 1. Next Business Day (NBD) 2. Same Business Day (SBD) 8x x7x4 hours Premium Service Offers  Remote Monitoring  Automatic notification of system generated alarms to Avaya support personnel  Leverages VPN connection and a site event buffer  Software Release Subscription  Dedicated On-Site Technician  Remote and On-Site MACs  Offered in 10 hour blocks of hours  Free block of hours with FSD contract * Check for local availability ** Note – Offer options/SLAs depend on Release Options To Meet Your Specific Needs Plus Service Offers  On-Site Technician Dispatch* ̶ Trouble shooting if necessary ̶ On-site install of replacement parts © 2011 Avaya Inc. All rights reserved.

Emergency Recovery 9  Avaya Emergency Recovery (ER) delivers maximum uptime through world class restoration services globally: 1. Direct access to 7x24 follow the sun, dedicated ER teams 2. Specially trained expert diagnosis / resolution ER teams 3. Continuous lab recreations of outages result in reduced resolution time 4. Result: team behavior of rapid service restoration not troubleshooting  Infrastructure + staff designed to maximize service availability and restore outages in 30 minutes or less Our Mission Critical Support model has generated significant results since 2007 Avaya’s Emergency Recovery ensures maximum availability of our client’s business critical networks. OutagesRestored94%Faster Outage Restoration Averages 38 minutes ExecutiveEscalations Decreased by 94% 93% of Clients Provide Positive Feedback After Outage Your Lifeline When Business Critical Outages Occur © 2011 Avaya Inc. All rights reserved.

Support Availability by Region SupportUS Canada Germany Ireland United Kingdom Rest of World 24/7 Remote Support √√√ Parts Replacement √√ Country Dependent Onsite Support √√ Country Dependent Remote Monitoring √√√ MACs √ Remote MACs only X Online tools √√√

Avaya Support Experience & Assets  Scalability – Avaya –> 28M voice Meridian/CS 1000 users/ports supported –> 10M CallPilot users/ports supported –> 600K Call Center users supported –> 500K managed voice ports in the CS1000 client base  Reach –240+ parts depots globally including 140+ in US –Existing local field technicians specializing in CS1000 solutions –450+ in US, average 20 years of PBX support experience –3 NOCs covering the globe 24/7 –Immediate access to tech support –80% of critical restorations achieved in less than 30 minutes  Online Tools for Ease of Maintenance © 2011 Avaya Inc. All rights reserved.

Industry-Recognized Quality of Service Best Customer Commitment Award in 2010 Best Knowledge Management Practices Award in 2009 and 2010 Best Service Delivery Optimization Award in 2010 Best Automation Vendor in J.D. Power and Associates 2011 Certified Technology Service & Support Program SM, developed in conjunction with Technology Services Industry Associates (TSIA). For more information, visit or J.D. Power and Associates Certification For 3 years in a row, Avaya has been recognized by J.D. Power and Associates for “Providing An Outstanding Customer Experience” Hall of Fame Award Recognition for Lifetime Achievement for Outstanding Service Excellence in Service Operations Support Awards for 2009 and 2010 in NA, 2011 Globally Awarded for exceptional processes and support delivery Excellence in Continual Improvement Award in 2010 Excellence in Mission Critical Support, Software Award in 2010 HALL OF FAMEBEST PRACTICES 2010 Access to award winning support for all maintenance client

Value in Action Large State Healthcare Provider  Sold by Avaya sales team and a partner  Problem –Disparate maintenance providers across 16 sites –Inconsistent support, varying costs and SLAs  Solution –Avaya Full Service Delivery Maintenance  Client Value –Single maintenance provider –Direct/immediate access to Avaya –Consistent SLA across all sites –Predictable Costs –Projected 15%+ savings © 2011 Avaya Inc. All rights reserved. 13 © 2011 Avaya Inc.

Industry Leadership & Market Share Consistent Quality Services Award-Winning Support Services Easy to Access Resources & Tools Delivering Value for Clients Delivering value for customers with access to direct manufacturer support © 2011 Avaya Inc. All rights reserved.

Questions ? Jason Hostetter © 2011 Avaya Inc. All rights reserved.15 Contact Your Avaya Business Partner and/or Call Avaya Today for More Information

Service Feature or Capability 24x7 Remote Technical Support Avaya Certified Field Technical Support Avaya Regional Service Engineers Access to Tier IV Support Critical Account Program – Escalation Management World Class Avaya Parts Support Automated Fault Screening Software Release Maintenance / Subscription Support: Extended Value Pricing Industry Recognized Service While You Where Sleeping 2.0 Customer Value Report Customer Support Guide Secure Remote Access Consistent Offer Policies Simplified Billing and Renewals Support Feature List CS1000, CallPilot and Meridian 1 Support 17 Service Feature or Capability Customer eSupport Tools (web services) Proactive Case Status Alerts eNotifications of SW Patches/Updates/Product Corrections Legal Access to SW Patches Legal Access to SW Updates Proactive Notification of Patch Availability Avaya Support Forums – Community Technical Support Access to Industry Recognized Technical Knowledge Base (Insite) Access to Advanced Service Offers Monitoring Single Point of Contact Remote Move Add and Change Services Client Service Manager Agency for Public Switched Telephony Network