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© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA
Software Support and Hardware Maintenance Software Support and Hardware Maintenance
© 2007 Avaya Inc. All rights reserved. 2
The Value in Business Communications Technology Is Clearly Shifting Towards Software…
30%
25%
20%
15%
10%
5%
0%1980 1990 2000 200519951985
Software Spend as % IT
Hardware Spend as % IT
Increased end-user effectiveness and empowerment
Tight integration between communication applications and core business processes
Application customization and verticalization
Personalization of end-user applications
Decreasing hardware costs
Increased end-user effectiveness and empowerment
Tight integration between communication applications and core business processes
Application customization and verticalization
Personalization of end-user applications
Decreasing hardware costs
Software is fundamental to Intelligent Communications
“The hardware-centric view of the telephony world today is likely to metamorphosize into a software-centric view over the next decade”
IDC, June 2006
© 2007 Avaya Inc. All rights reserved. 3
Why Are Avaya Maintenance Support Offers Changing?
Provide improved investment protection for customers’ critical software applications, together with substantial savings on Software Upgrades
Ensure that your company will have access to Avaya’s future roadmap of technology advancements and application integration capabilities for keeping ahead of your competition – a key benefit for businesses with SIP and SOA environments
Offer customers greater flexibility by providing separate offers for Software Support and Hardware Maintenance
Simplify offer structure to make it easier to understand and purchase
Provide a consistent approach to pricing across all Avaya Applications
Ensure delivery of fully standardized global maintenance support
Provide improved investment protection for customers’ critical software applications, together with substantial savings on Software Upgrades
Ensure that your company will have access to Avaya’s future roadmap of technology advancements and application integration capabilities for keeping ahead of your competition – a key benefit for businesses with SIP and SOA environments
Offer customers greater flexibility by providing separate offers for Software Support and Hardware Maintenance
Simplify offer structure to make it easier to understand and purchase
Provide a consistent approach to pricing across all Avaya Applications
Ensure delivery of fully standardized global maintenance support
© 2007 Avaya Inc. All rights reserved. 4
IP Support Services provides support for converged environments to isolate problems
Software Release Management provides proactive support in maintaining solutions on the latest updates
Enhanced Remote Services provides premium level support for technical and agency single point of contact
Software Support from Avaya includes 24x7 remote supportof all Avaya software solutions
Software Support Plus Upgrades includes a 3-year upgrade subscription
Hardware Maintenance provides proactive and preventive alarming and 98% remote resolution
Support for SoftwareSupport for Software
Support for Overall NetworkSupport for Overall Network
Management of Complex Environments
Management of Complex Environments
Migration Services provides complete management and services integration of migrations from TDM to IP
Ongoing Management for customers with large, diverse and complex environments
Services Continuum for Ongoing SupportHolistic and Flexible Support Options
Focus of Today’s Discussion
Focus of Today’s Discussion
© 2007 Avaya Inc. All rights reserved. 5
The New Maintenance Offers Unbundle Software and Hardware Support
Traditional Approach
Full Coverage
Remote + Parts
Remote-only
Maintenance Assist
Time & Materials
NewSimplified Approach
Software-focusedSupport
Hardware-focusedSupport
Hardware and Software Coverage Bundled
Inconsistent Globally and by Channel
SW Support + Upgrades
SW Support
On-site HW Labor / Parts
Remote HW + APR Parts
Remote-only HW Support
Proactive IP Support Service (IPSS)
+
Hardware and Software Coverage Unbundled
Globally consistent; supports all Channels
Proactive IP Support is key to caring for converged network coverage and requires Software Support and Hardware Maintenance
© 2007 Avaya Inc. All rights reserved. 6
Avaya Software Support Offer includes:
Expert 24x7 Remote Support for Major Software Problems – eliminating unanticipated out-of-hours troubleshooting expense
Minor software releases, security and service pack updates to keep voice systems secure, available and reliable
Easy web-based access to Troubleshooting Guides and Documentation
Avaya Software Support Options
By adding Avaya Software Support Plus Upgrades, your business will also receive:
All major releases for the covered software application for 3 years – ensuring that your business is benefiting from the latest enhancements in application feature functionality as well as substantial cost savings
– Major upgrades for Communication Manager (CM), Call Center (CC) and Unified Communications (UC) are typically released every 12 to 18 months
Quarterly or 3-year prepaid options available to accommodate your business planning cycles.
© 2007 Avaya Inc. All rights reserved. 7
Software Support Options
Software media replacement
Access to self-help website/new InSite Knowledge Management
Tools and Technical Documentation
Ability to purchase Hardware
Maintenance
Ticket creation via the web
Remote software solution support phone-based assistance *
Access to on-line software patches
Access to minor releases with new feature functionality
Software Support24x7
Software Support Plus Upgrades 24x7 Service Benefits
Upgrades to major releases(Software Upgrade Protection Plan)
* Out of Hours support for Major Troubles
© 2007 Avaya Inc. All rights reserved. 8
Avaya Hardware Maintenance Support Options
Avaya Remote Hardware Maintenance Support offers your business:
All system firmware upgrades
24x7 Remote Technical and Helpline Support for major troubles
EXPERT SystemsSM monitoring, diagnostics and resolution for your voice network hardware elements
Remote Hardware Support with Advance Replacement Parts ensures hardware replacement parts are delivered the next business day
On-Site Hardware Maintenance offers direct technician support at your company’s locations on a 8x5 or 24x7 basis
“Business leaders tell us that while reducing operational expense is always a welcome benefit, the ultimate measure of value from maintenance support is ensuring total communications availability. Avaya’s combination of software and hardware support backed by EXPERT Systems represents a ‘Gold Standard of Protection’ in the industry.”
- Bruce Clark, Partner, Intellicom Analytics
“Business leaders tell us that while reducing operational expense is always a welcome benefit, the ultimate measure of value from maintenance support is ensuring total communications availability. Avaya’s combination of software and hardware support backed by EXPERT Systems represents a ‘Gold Standard of Protection’ in the industry.”
- Bruce Clark, Partner, Intellicom Analytics
© 2007 Avaya Inc. All rights reserved. 9
On-site hardware support of equipment replacement and
operating system notices (hours are contingent on the
option selected -- 8x5 or 24x7)
Preventive maintenance
EXPERT SystemsSM Monitoring
Available 24x7
Available 24x7 for
major troubles
Available 24x7 for
major troubles
Hardware remote technical support assistance
Ticket creation via the web
Access to Avaya self-help website
On-line access to firmware fixes
If a dispatch is not required– parts will
be shipped next business day
Shipped nextbusiness dayHardware replacement parts
Hardware maintenance billing starts Day 366 (as the Warranty period ends)
Software support coverage is required to purchase Hardware Maintenance
On-Site Hardware Maintenance (8x5 or 24x7)
Remote Hardware Support with Advance
Parts Replacement (24x7)
Remote Hardware Support (24x7)
Service Benefits
Key Features and Options of Avaya Hardware Maintenance
© 2007 Avaya Inc. All rights reserved. 10
Avaya Software Support and Hardware MaintenanceA Summary of Business Benefits
Reduce risk of outage-related revenue and productivity loss
Ensure that your business has immediate access to all key network security enhancements
Reduce risk - don’t force your customers to goto the competitor dueto lack of availability or poor network performance
Upgrade protectionand future-proofing with upgrade subscription
Access latest patches and fixes
Leverage Avaya’s best-in-class tools like InSITE Knowledge Management and the IPSS Customer Portal
Peak Performanceand Availability
Access Latest Featuresand Functionality
Reduce Total Costof Ownership
Save on upgrade costs
Eliminate budget uncertainty associated with unexpected time and materials support
Lower/eliminate in-house investment for monitoring, diagnostic and restoration tools and specialists
© 2007 Avaya Inc. All rights reserved. 11
In an August 2007 Study of the Top Global Converged Solutions Providers, technology research firm IntelliCom Analytics found
Avaya to be…
Competitively Differentiated
“When we compare providers, we look at many factors that directly contribute to delivering higher levels of customer value. Of all the major providers, Avaya garnered top scores in the performance of their solutions, as well as in ease of deployment and the ability to customize to the needs of individual enterprises. Add to that their end-to-end global servicing capabilities and world-class support tools and you’ve got a value proposition that is tough to beat.”
Bruce Clark, Partner, IntelliCom Analytics
All Support Providers Are Not Created Equal
© 2007 Avaya Inc. All rights reserved. 12
Avaya Global Services At A Glance
Global Footprint with28 Support Centers,
operating in16 languages
Global Footprint with28 Support Centers,
operating in16 languages
More than1 million customers, including over 90%of the Fortune 500
More than1 million customers, including over 90%of the Fortune 500
Outpacing growth of the Professional and Support
Services Industry
Outpacing growth of the Professional and Support
Services Industry
Over 30 yearsof industry-leading
experience
Over 30 yearsof industry-leading
experience
2,500 BusinessPartners and over 6,000 approved
ISVs and technology partners
2,500 BusinessPartners and over 6,000 approved
ISVs and technology partners
6,500+ services professionals supporting
customers in 93 countries
6,500+ services professionals supporting
customers in 93 countries
Hiring and/or upskilling of almost 2,000 services
experts since 2005
Hiring and/or upskilling of almost 2,000 services
experts since 2005
Complete Services offerings, fully integrated with Avaya ProductsComplete Services offerings, fully integrated with Avaya Products
Market Leader in Software Support and Hardware Maintenance
Market Leader in Software Support and Hardware Maintenance
Largest Professional Services team focused on
Intelligent Communications
Largest Professional Services team focused on
Intelligent Communications
© 2007 Avaya Inc. All rights reserved. 13 13© 2007 Avaya Inc. All rights reserved.