1. Secure Access Link (SAL) Client Overview
This presentation is going to emphasize the benefits of Secure Access Link.
Justin Gesso

2. Agenda Delivering Value with SAL
Enabling an Outstanding Suite of Services
SAL Components and Capabilities
Enhancing Your Support Experience

3. Improved support of your communication networks
Secure Access Link
A remote access and alarm transport solution software that maximizes uptime and strengthens security
Improved support of your communication networks
Be in complete control of when and how Avaya, or any other service partner, accesses your network
Optimize your communications by leveraging a suite of advanced tools and resources
This slide covers the key aspects of SAL. At a high level, it is a remote service product that is designed to maximize uptime while providing top level security. It allows you to be in complete control of how the service provider, either Avaya or the partner, can access your network, by which protocol and which product.
This optimizes your ability to have a service partner effectively resolve your issues and enables the full suite of Avaya support services and advanced tools that we offer to drive our differentiating services home

4. Delivering Value with SAL

5. Delivering Value with SAL
Improving your network management with superior benefits
More Control and Improved Security
Make balanced decisions about how you want to achieve access control
More Choices
Experience flexible deployment options for a tailored solution
This is the Breakdown of core components of SAL. We want to talk about the control and improved security available to you, your choices in flexible deployment options, and the enhanced value through uptime and serviceability.
Enhanced Value
Improve your communications uptime with an enabled suite of Avaya services

6. Maintain Complete Control
More Control & Improved Security
Simplify Management
Consolidate 500 remote access points down to a single centralized SAL Gateway
Centrally manage remote access rules and policies
Regulate Access
Ability to authorize each remote access request individually
Egress model, requiring only HTTPS outbound for both remote access and alarming
Reduce Network Risk
Use of secure protocols and industry best-practices
Enforced unique identification and strong authentication of each user
Support for full redundancy
Speaking specifically to the complete control access, one of the primary advantages of Secure Access Link is the ability to simplify management, consolidating over 500 remote access points down to a single point through the SAL Gateway. Where you might have had 500 different devices connected by modem support, you can now bring those down to a single consolidated points, which is both cost effective and easy to administer. This also consolidates the different rules and access policies available to you.
In terms of regulating access, Secure Access Link also has the ability to authorize each access request that comes through which is an optional feature through the Policy Server.
And lastly, Secure Access Link allows you to reduce network risk through the use of secure protocols and industry best-practices. This is enforced by the two factor authentication utilized and the logging of each user, what protocol they’re coming in one, and through which device they are connected.

7. Customize Your Experience
More Choices
Set Access Rules
Define maintenance access window
Ability to assign roles based on factors such as who they are, how they authenticate, or when they are accessing your network
Increase Support Options
Define your preferred service partners for service and support
Flexible deployment lets you choose SAL components based on your needs
Legacy and future product support helps protect existing investments
The flexibility allowed through Secure Access Link is further enhanced by the Policy Server, which is an optional component. It allows you to define variables by which you would like to set remote access policies, such as time of day, day of week, and who will be accessing the equipment. This allows you to set very specific policies based on your preference, ranging from allowing remote access directly up to explicitly approving each remote access request.
Secure Access Link is also very flexible in terms of support options. You are able to leverage different service partners and there are flexible deployment options that you can utilize based on your needs.
Further, Secure Access Link supports all of your Avaya products moving forward and supports Avaya legacy products going backward.

8. Drive Network Performance
Enhanced Value
Experience Faster Resolution
37% faster Resolve times on Major Severity service requests for Communication Manager
58% shorter resolution times for Tier 4 with access to advanced tools and reduced manual data collection
Optimize your Avaya Solution
Access to the full Avaya services portfolio enables advanced diagnostics and performance monitoring
Resolve chronic problems and reduce risk on software upgrade and patch rollouts
Reduce Costs and Increase Value
Eliminate modem hardware and administrative expenses
Support virtualization
Maximize uptime and visibility
This is where Secure Access Link really enables the value of Avaya support services and is evidenced by the results in our performance in this area. When compared to other connectivity models, major severity troubles are resolved significantly faster. Across all of our products, there is a 21% faster resolve time on major severities and on our Communication Manager, we see 37% faster resolve time. These times are farther improved, the more complex the troubles.
SAL is the enabler of the entire portfolio of Avaya remote services, services tool sets, including performance monitoring and advanced diagnostics, that leads to faster resolution and ultimately results in fewer chronic problems.
SAL also eliminates the need for modem hardware, administrative expenses associated with modems, the need for a phone line, and the consolidation of the access points to a single SAL Gateway. It also supports virtualization and maximizes system uptime, enabling customer facing visibility through some of the tools we will discuss next.

9. Enabling an Outstanding Suite of Services

10. Leverage a Full Suite of Services
Open the door to faster resolution, maximal uptime, and overall satisfaction
Fast patch and software deployments
Speedy project completion
Quick response to configuration changes
Provisioning Tools
74% fewer outages reduces service costs
48% of system alarm resolution solved by EXPERT systems, with 99% resolved remotely
EXPERT SystemsSM
In terms of enabling the full suite of services, when we think about Secure Access Link, we really think about it opening the door to the entire suite of Avaya Services which is detailed here on this slide. This includes faster software deployment, quick response to configuration changes, and the fastest possible project completion in terms of upgrades or other implementation activities.
Secure Access Link also enables EXPERT Systems, one of our key differentiators, resulting in 74% fewer outages and reducing service costs. It also resolves 48% of system alarms reported, passing the remaining alarms off to remote engineers, when combined resolves 99% of those alarms.
SAL also enables intelligent reporting for increased visibility into your Avaya network through Operations Intelligence Suite, as well as While You Were Sleeping 2.0 Reports showcasing how Avaya has supported you.
Lastly, SAL enables advanced diagnostics, resulting in seamless issue resolution, detailed log evaluation, and ultimately a faster resolve time. The Center of Diagnostic Sciences is designed to improve methodologies for diagnosing your issues.
Client insight and network visibility
Operations Intelligence Suite
While You Were Sleeping 2.0 Reports
Intelligent Reporting
Advanced Diagnostics
Seamless issue resolution
Systematic log evaluation
Center of Diagnostic Sciences (CoDS) reduces time to issue identification

11. Median Resolution within 13 minutes
EXPERT SystemsSM
Industry-recognized monitoring of voice network results in 74% fewer outages
Identification
Isolation
Resolution
Detects system generated alarms with 30,000 intelligent algorithms and begins troubleshooting in less than 5 minutes
Identifies source of trouble and whether it can be cleared by EXPERT or dispatched to an engineer
EXPERT monitoring resolves 48% of alarms without a remote engineer and provides average 20% faster resolution
Here’s additional information on EXPERT Systems. There are over 30,000 algorithms that intelligently are able to work system alarms in a median time of 13 minutes leading to 74% fewer outages.
Median Resolution within 13 minutes

12. Operations Intelligence Suite
A single source for complete network visibility
Unified dashboard for real time system status, reporting and incident management
End-to-end view of network operations
Operations Intelligence Suite is a new tool that is available to Support Advantage Preferred clients and provides a single source of network visibility into your Avaya network. It is a unified dashboard that is designed to provide you with real-time system status and gives you reporting and incident management.
The unified dashboard will aggregate all the information that is available and pull all the reports together in a single place. It is designed to give you an end-to-end view of your Avaya network. For instance, if you look at this map and you’re a global customer, you can see the dots on the map, some of them are green, some of them are red, so different colors signify different things within your location.
The system is easy to access and available on support.avaya.com. There are tabs within the system that give you the ability to access all the reports. You will also be able to request tickets through this system. It is really designed to be your one stop shop for all of Avaya support provided you have a Support Advantage Preferred contract.
Easy access to system reports providing the information that matters most

13. SAL enabled advanced diagnostics deliver
As technology advances, so does complexity of troubles
Access to the full ecosystem of Avaya Client Services, results in performance unmatched by other remote service methodologies
Complexity
SAL enabled advanced diagnostics deliver
Enable advanced support tools
Debug
Data capture
Automated log evaluation
Trace decoders
Other diagnostic scripts
Identify root causes
Receive fast and effective manufacturer level support
*For major service requests only

14. Components and Capabilities

15. 1 2 3 Capabilities Secure Remote Service Flexible Alarming
All engineers servicing your network are uniquely identified with authentication based on industry standards
Centrally control access and receive log of service activities 2
Flexible Alarming
Alarms can be immediately sent to Avaya and multiple service partners and/or your support center for quick response and improved oversight
This summarizes the capabilities of the Secure Access Link product set, primarily secure remote service, which features two factor authentication uniquely identifying Avaya or partner engineers through our Avaya service equipment. This allows you to centrally control the polices and access and receive logs as well.
Alarming is also a core component, allowing alarming to the client support center, the Avaya Partner support center, or directly to Avaya. This allows quick response and improved oversight through EXPERT Systems.
Lastly, detailed policy control is also available through the SAL product stack. You can easily manage and update your policies as needed and set up unique access policies for each provider, whether it be Avaya or an authorized partner. 3
Policy Control
Easily manage components and change your policy as needed
Set up unique access policies customized for each Avaya authorized partners’ level of service

16. SAL Components Overview
Scalable, flexible, and reliable remote service architecture
Client Components
Support Center
Secure Access Link Gateway Software
Secure Access Policy Software (optional)
Remote Secure Access Concentrator Software
Core Secure Access Concentrator Software
Global Access Software
Database Software
Now we will review the SAL components. The left hand side is speaking specifically to the software that will be on the client location. This includes the Secure Access Link Gateway Software and optionally the Secure Access Policy Software which is currently utilized by about 10 Avaya clients to date. Primarily, those clients want to explicitly control the traffic coming in on a per session basis.
On the Avaya side, the components are the Remote Access Concentrator, the Core Access Concentrator, which handles alarming, the Global Access Software, which facilitates the remote sessions once established, and a database component which maintains the record.

17. Components Detail Secure Access Link Gateway Software
Client Components
Secure Access Link Gateway Software
SAL was designed to be self-installable, however there are APS offers available to help maximize implementation
Single required client component
Provided as part of your Avaya support agreement
Receive and forward alarms securely and reliably over the internet
Polls service providers for connection requests
Supports up to 500 end devices
Required
Breaking down the client components, the Secure Access Link Gateway Software is the only required component and is provided as a download at no additional cost. This facilitates the remote access and alarm transport, and each Gateway can support up to 500 end devices.
The Policy Server is an optional component but also available with your Avaya support agreement. This is designed to centrally manage access based on variables such as time of day and day of week. This gives you the ability to explicitly approve remote access, monitor active sessions, and also terminate them on demand.
On the right hand side, SAL was designed to be self-installable. However, we do offer Avaya Professional Services offers to help maximize the implementation.
Secure Access Policy Software
Provided as part of your Avaya support agreement
Centrally manage policies
Explicit approval capabilities
Monitor and terminate active sessions
Optional

18. To maximize ease of installation, APS offers three levels of support
SAL Implementation
To maximize ease of installation, APS offers three levels of support
Design Validation
Troubleshooting
Testing Services
Validation and Training (Add-on)
Consulting
Design
Installation
Full Advanced
SAL Server implementation
SAL Gateway upgrade to version 2.1
Standard
Testing
Training Services
These are the high level Avaya Professional Services offers available with three levels of support. Starting at the bottom, the implementation and the upgrade to the latest release. And at the top is the Full Advanced, which includes consulting and design, as well as training services. There is also add-on work available.

19. Enhancing Your Support Experience

20. Preparing for the Future
Innovative, forward thinking roadmap
Staying ahead of security standards
Red Hat 64 bit and 6.1 support
2048 bit Verisign 2FA, plus other security enhancements
Backup and restore
Building the foundation for future tools development and integration
Increasing deployment flexibility
Additional on-boarding automation
Client and partner usability improvements based on your feedback
To describe the roadmap at a high level, we continue to stay ahead of security standards and build the foundation for enabling Avaya support services for tools, development, and integrations with the goal of faster resolution times for the client. We are looking to increase deployment options and create additional on-boarding automation and using client and partner input to improve usability and incorporate functionality based on your feedback.

21. Contact Justin Gesso for more detail gesso@avaya.com
Secure Access Link (SAL) for CS1000
Consolidate remote access for all of your Avaya solutions and improve your service delivery
Improved support of your CS1000 solutions
Receive support through Avaya’s standard remote secure service model with SAL
Eliminate modems and VPN—consolidate down to a single point of access, policy, auditing, and management
Reduce outages and decrease trouble resolution times
Optimize your communications by leveraging a suite of advanced tools
We want your feedback. Avaya will provide the software and configure your solution as part of a trial to gather input, allowing you to help drive the future of SAL and CS1000.
Contact Justin Gesso for more detail

22. web.alive SAL Room for Real-Time Communication
New interactive location to find SAL contact, receive answers, collaborate on troubles, and engage
Collaboration between Partners, Clients, Avaya
Staffed by Avaya SAL Backbone
Live and recorded events
Better communication
Knowledge capture
Live environment
Forums
Invites coming soon!

23. Maximizing System Uptime
Access to a full suite of advanced diagnostics and Avaya tools and resources, plus:
Consolidate 500 remote access points down to a single centralized SAL Gateway
Authorize each remote access request individually and set access rules
Eliminate modem hardware and administrative expenses
Protect investments of your legacy and future products
Greater Value
Less Risk
More Control
SAL
Avaya developed Secure Access Link (SAL) to address customer and environmental demands for increased security when accessing customer systems for support.
Secure Access Link will be the connectivity model for all Avaya products going forward, utilizing an innovative remote access architecture to provide you with more control, greater value, and less risk. With access to the full suite of advanced diagnostics and Avaya tools and resources, you can experience cost savings, simplified management, and maximized uptime.
Use of secure protocols and industry best-practices
Enforced unique identification and strong authentication of each user
Egress model, requiring only HTTPS outbound for both remote access and alarming

24. Committed to Your Business
AVAYA CLIENT SERVICES
Avaya Client Services
MAXIMIZE SYSTEM UPTIME
ENABLE COLLABORATIVE APPLICATIONS
DRIVE BUSINESS PERFORMANCE
Avaya Client Services continues to create innovative support for clients. We do that by maximizing system uptime and enabling collaborative applications to drive business performance. We want to go above and beyond to achieve superior satisfaction and provide you with the best value.
Going above and beyond to achieve superior satisfaction and deliver the best value to you 24

25. Access to industry-recognized support for all maintenance customers
Proven Quality of Service
Access to industry-recognized support for all maintenance customers
J.D. Power and Associates Certification
Hall of Fame Award
HALL OF FAME
Recognition for Lifetime Achievement for Outstanding Service
For 4 years in a row, Avaya has been recognized by J.D. Power and Associates for providing “An Outstanding Customer Experience”
TSIA Star Awards
Excellence in Service Operations Support Awards – 2009, 2010, and 2011
Excellence in Remote Diagnostics – Hardware Service in 2011
Excellence in Mission Critical Support, Software, Award in 2010 and 2011
Excellence in Continual Improvement, Award in 2010
Best Service Delivery Optimization, Award in 2010
Best Customer Commitment, Award in 2010
Best Knowledge Management Practices, Award in and 2010
Best Automation Vendor in 2000
Awarded for exceptional processes and support delivery
For more information on the J.D. Power and Associates 2011 Certified Technology Service and Support ProgramSM please visit or 25

27. Client Example Scenario 1 Remote access via embedded SAL on System Platform
This is a slightly differently example, designed to illustrate remote access. On the client network side you’ll see a system platform which is a single piece of hardware with Avaya applications. Whenever you have system platform and SAL Gateway available for use, SAL Gateway operates as a standalone SAL Gateway. This will be communicating out to the Avaya infrastructure through the public internet through the HTTPS outbound which is demonstrated in the diagram by the large orange arrow. Again, all the traffic is outbound through that port.
The Avaya technician will go through two factor authentication, and the engineer request will sit on the Avaya Concentrator side. The SAL Gateway will then reach out over to Avaya and then pull that request back and touch base with the Policy Server to determine whether or not to approve or deny the request. If the request is approved, a point to point session will be set up and the traffic will flow through that outbound connection through the SAL Gateway and through the end product. It will be encrypted all the way through the Avaya technician through the end product.
HTTPS outbound is the only opening from the SAL Gateway out of the client network, for both alarming and remote access

28. Client Example Scenario 2 Alarm flow including client, Partner, and Avaya support
This is an example of a network diagram showing how the SAL traffic flows. The client network is on the right hand side in the light blue. This scenario shows an Avaya authorized partner receiving the alarm and forwarding them to the Avaya Support Center down on the bottom left.
In the Avaya Support Center, we have the Avaya Concentrator that we described earlier. On the client network, in the orange area is the Avaya equipment—we have the Communication Manager and Legacy Products as an example—and then the SAL Gateway in the middle.
The end product is feeding the alarms to the SAL Gateway. The SAL Gateway can then send those alarms directly to the client to review. It can also can be forwarded out to the Avaya partner or directly to Avaya. That traffic is going out through from the SAL Gateway through the HTTPS outbound connection. In the client network, down in the bottom, the Policy Software and SYSLOG which are monitoring the traffic as well.

29. Client Example Scenario 3 SAL Gateway with Radius authentication
This is another example with a little more detail including the ability to be supported to be through a RADIUS Server. At the bottom, the audit log is going out to the SYSLOG and the RADIUS Server will be another point of authentication where the Avaya engineer will have to go through secondary authentication to be able to establish a session through the end product.
With the Policy Server in place, before a session can be established, a security technician on the client network would have to approve the session explicitly and would be able to monitor and terminate the session.

30. Secure Access Link (SAL) Product Family
Benefits
Co-Resident SAL
Standalone SAL
SAL Policy Software
Comes with all Avaya System Platform Products, co-resident on same server
Provides remote service and alarm transport
Supports co-resident applications on the System Platform template
Software included as part of maintenance agreement
Provides remote service and alarm transport
Supports up to 500 Avaya devices
Can be virtualized
Centralizes remote access and alarms
Optional, included as part of service agreement
Centrally manage policies such as access restrictions and authentication realms
Explicitly approve or deny remote access requests
Monitor & terminate sessions
Concentrator Servers used by Partners and Avaya
to receive alarms and access client systems for support
Reduce Costs
Improve Security
Increase Options
© 2009 Avaya Inc. All rights reserved. 30

31. What does SAL enable for Avaya clients?
Secure Access Link Enables Avaya Services
Provisioning Tools
Faster project completion
Quick response to configuration changes
Flexible support windows
Fast deployment of patches and updates
Registration and Inventory Tools
Fast service delivery through accurate records
Software and hardware reconciliation
Accurate billing and renewals through inventory validation
Access to PIPS tools product suite
Expert Systems
Fast, automated resolution of 48% of troubles
74% fewer outages
Faster interval to complete repairs; median of 13 minutes
Reduced service costs
Advanced Diagnostic Toolsets
Seamless, uninterrupted problem resolution
Access to tools within Avaya’s infrastructure
Quick ability to download and decode traces for complex problem resolution
Automatically and systematically evaluate logs
Access to Tier 4 debug and data capture tools
Performance Monitoring Tools
Operational Intelligence Suite and While You Were Sleeping 2.0
Root cause identification
Chronic problem resolution
Performance monitoring allows for beta release deployment
Reduced risk on patch and major release rollouts
What does SAL enable for Avaya clients?
The Avaya Client Services ecosystem of advanced tools that result in fast resolution, fewer problems, and client delight.

32. While You Were Sleeping 2.0 Reports
Customized While You Were Sleeping 2.0 report
Provides summary of client data about usage of Avaya support coverage
Obtain median time to resolve for major vs. minor service requests
Understand current utilization of all your entitlements including web services and how to gain more value!
See summary of all Alarms, service requests, dispatches, parts and how fast Avaya brought requests to resolution
Measure satisfaction of your employees with support from Avaya
"I can see how the 'While You Were Sleeping 2.0 Report' could easily help me cost justify the renewal of our Avaya Maintenance contract."  - Jeff Lusby, Voice Architect, Large Accounting Firm

33. Center of Diagnostic Sciences Supporting the transition to next generation technologies
Delivering more value with defined innovative diagnostics embedded in products and solutions to better support changing needs
Solution Based Diagnostics
Addressing heterogeneous dispersed environments with built-in solution based diagnostics and serviceability delivering holistic and intelligent detection and resolution of issues
Proactive Product Diagnostics
Embedding diagnostics and serviceability architecture into products to speed the identification and remediation of issues by proactively eliminating them before they happen
Tools and Automation
Maximizing uptime of communications systems with improved tools that enhance clients’ ability to proactively diagnose and easily resolve issues without involvement of live support
Seamless Support Experience
Improving supportability of our products and solutions with remote service, simplified troubleshooting processes and proactive notification of a possible problem before it occurs
While the new architectures disperse applications and functionality across a network, the deployment of network elements, particularly call control, is becoming more centralized. Large enterprises are consolidating their voice over IP (VoIP) implementations into fewer data centers instead of fanning them out across the network. Medium-sized organizations are centralizing call control at the headquarters location or multiple headquarters locations rather than have a branch environment.
These developments are making problem diagnosis harder, and they highlight the need to think in terms of diagnosing entire solutions rather than discrete elements, particularly as the demand for full voice, video and data collaboration capabilities increases.
Proactive network monitoring will also be important to correlate events that could signal trends. An obvious example would be a CPU starting to spike. You could begin logging at that point to understand what happened during or close to a failure state, rather than trying to look back and see what happened from a past point. We need the infrastructure to be intelligent enough to know it’s in trouble and at a minimum generate a report on the issue, if not solve it.
Tools and automation will contribute to a design for serviceability, aimed at integrating diagnostic methodologies and tools into our products. In the short term, we can provide our customers with enhancements to our existing products so they can operate their networks more efficiently. We can also create tools that automate diagnostics, an interim solution before self-diagnosing and self-healing telecommunications products become a reality.
In order to support a seamless support experience, we are establishing leading practices for verifying, standardizing, improving and innovating in diagnostic methods and procedures. As we at Avaya better understand how to use automation to help our own people service things quicker and lower expenditures, we are documenting our advancements so we can share them with customers.

34. APS Service Delivery Options
BASIC
Software Work
STANDARD Basic + Hardware Installation
ALL INCLUSIVE
Standard + Project Management
Project Management
Remote Project Management
Optional 
Onsite Project Management
Remote Project Scheduler
Planning and Design
Data Gathering
Installation
Hardware Installation
Implementation/Configuration
SW Installation – Platform
SW Installation - Application
System SW & Network Translations/Parameters
SAL Gateway Redundancy
Managed Element Configuration
SAL Concentrator Remote LDAP Directory
GAS Implementation
Onsite SW Specialist
Knowledge Transfer / Training
System Administrator Training
Optional
End User Training
Testing
Integration Testing 
Cutover / Implementation Support
First Day of Business Support
System Handoff Review