© 2005 Avaya Inc. All rights reserved. Partner Support Services - EMEA Avaya Global Services.

© 2005 Avaya Inc. All rights reserved.

Partner Support Services - EMEAPartner Support Services - EMEA

Avaya Global Services

2© 2005 Avaya Inc. All rights reserved.

Partner Support ServicesGeneric Features

Only available to Authorised Avaya BusinessPartners

Optimized for BP related service requirements, providing choice through “Building Block” approach

Certain options available for Global purchase

EXPERT Systems options available

ProVision License options available

24x7 Tier 3 Product Support always included

End User Maintenance Software Permissions (MSP’s) inclusive with Contracts

Provision of, and access to, Avaya Software Maintenance Patches


ServiceContract

Manufacturer Based Product SupportSupport on Major Product Issues 24x7 & Maintenance Software Updates

Productivity Tools for Implementation & Alarm Management24x7 Automatic System Alarm Diagnosis, Intervention, Escalation and Reporting, Implementation streamlining

Remote Technical Diagnosis for Major Product Alarms24x7 Human System Alarm Diagnosis, Intervention, Escalation and Reporting

Logistics SupportSpare Parts Delivery

Remote End User Helpdesk SupportTier 2 Remote Support & Diagnostics (Global Reach, Local Language)

Onsite Engineering End User SupportIncluding Spare Parts Delivery and Replacement

Typical Service Contract Elements


Avaya Service Delivery Content

De

gre

e o

f P

artn

ers

hip

De

gre

e o

f P

artn

ers

hip

LowLow HighHigh

LowLow

HighHigh

Scope of Services

BP Support Delivery Choices

24x7 Avaya Global Tier 3 COE Product Support

24x7 Avaya Expert Systems & Productivity Tools

Optional - 24x7 Avaya Remote Engineer - Alarm Intervention

Business Day Avaya Global Logistics Support

Optional – APR Quick Service

24x7 Direct Remote Avaya End User Support

Direct Onsite Avaya End User Support


ServiceContract

PSS Contract Elements

24x7 Avaya Global Tier 3 COE Product Support1 Hour Response to Major Product Issues 24x7, Maintenance Software Updates

Optional - 24x7 Avaya Remote Engineer Support for Product Alarms24x7 Engineer Analysis and Diagnosis of Product Alarms Prior to BP Dispatch

Business Day Avaya Global Logistics SupportNext Business Day Spare Parts Delivery

Optional – APR Quick ServiceSame Day Spare Parts Delivery

24x7 Direct Remote Avaya End User SupportIncluding Business day End User Helpdesk & Installation Support

Onsite End User SupportIncluding Spare Parts Delivery and Replacement

Productivity Tools for Implementation & Alarm Management24x7 Avaya Expert Systems -Automatic System Alarm Diagnosis, Intervention, Escalation and Reporting

Provision for PSS Implementation Efficiency Tools


PSS - Generic Pricing

(Registered Product GPL – BP % Services Discount )

x

Required Service % rate

= Service Cost

Legacy Products

(Per Port / Platform Service Rate x Qty)

–

BP % Services Discount

= Service Cost

Note: minimum prices apply


PSS Technical Expertise (TE) ScopeFormerly “Core” Services

24x7 Remote Tier 3 technical support for proven product issues and complex problem resolution on registered Avaya products

30 Days Tier 3 Implementation Support For Pre-registered & Accepted New Systems

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

2% of the Registered Avaya Product GPL

Price less Standard Services Discount (42%)Note: minimum prices apply

Per Port / Per SystemAlternate Pricing Mechanism Available

for Legacy Avaya Products



All The Benefits of PSS TE Plus-24x7 automated monitoring and management of alarms for all products covered“ProVision for PSS” inclusive limited License to streamline Installation EffortAlarms will register with a trouble ticket and routed directly to Avaya EXPERT System for Remote diagnostics and troubleshooting Monthly report on automatically closed ticketsNotification via E-mail to BP of proposed resolution and instructions to dispatch a BP technician if further support required

RAM Plus -Notification to Avaya Global GTS Team who will be commence work immediately on the problem and send e-mail to BP with additional recommendation if required

4%

of the Registered Avaya Product GPL Price less Standard Services Discount (42%)


Additional 0.5% for Ram Plus Service. Per Port / Per System Alternate Pricing Mechanism

Available for Legacy Avaya Products


Implementation Productivity Tools & Alarm Management,

Resolution & Intervention

Optional - 24x7 Avaya Remote Engineer - Alarm Intervention

PSS TE With Productivity Tools ScopeFormerly “Basic” Services


Avaya Expert Systems Benefits

Provides Product Alarm monitoring and automatic trouble resolution where possible for sites 24x7xless than 15 Minutes

Automatic direct escalation to BP for un-resolved issues

Reduces operating cost

– All major alarms are automatically reported

– Over 50% of the alarms are cleared automatically by Avaya EXPERT Systems, without human intervention

– Can reduce probability of major system outages

Increases/maximizes network availability/up-time

Increases customer satisfaction

Optional RAM Plus with direct support 24x7 from Global Avaya GTS Team


Avaya “ProVision for PSS” BenefitsAvaya ProVision is an Avaya Global Services tool that helps Avaya BP’s cost-effectively install Avaya communication systems. ProVision can help to enable software engineers to configure software several times faster than using a manual process. ProVision delivers immediate productivity improvements and time savings. ProVision allows individual parts of the switch configuration to be imported, exported, shared and re-used. The ProVision for Technical Expertise Plus Productivity Tools is licensed on a per server basis for Avaya Communication Manager, Modular Messaging, Intuity Audix and SIP Enablement Servers. Each license is valid for 60 days once the subscription has been activated. ProVision for PSS provides the following features:

– “Bulk” Switch Administration– Ability to Work Offline– Easy Data Entry– Support for Models– Button Label Printing– Search-And-Replace– Support for a range of connection types – Support for Re-use of Components – Switch Commands – Station Builder Pro


PSS Hardware ScopeAll The Benefits of PSS TE Plus-

Advance Parts Replacement (APR) Service Provides next business day delivery of Avaya Spare Parts (Subject to Availability, certain restrictions apply)Shipment of replacement product, component or part to BP to arrive before the end of the next business day (subject to notification prior to 3 pm)Optional “quick” Service Provides 4hr Delivery (Subject to Availability, certain restrictions apply)Negates need for RMA Costs and Repair Requests for registered EquipmentReduces Inventory Costs for multiple stock holdingsDelivery of parts duty paid (DDP Incoterms 2000) to specified address in EU/EFTA countriesDelivery of parts duty unpaid (DDU Incoterms 2000) to the port of entry requested in non-EU/EFTA countriesEnd User or BP has to ship back the defective part so that it arrives at Avaya within 20 working days

5%



Additional 0.75% for Hardware Quick Service





Advance Part Replacement (APR) Benefits

Reduces maintenance inventory cost of installed base:

– Reduces spare parts investments to 1 or 2 pieces for each critical part even with aggressive service requirements

Spare part management cost savings

– No obsolete stock

– Receive updated parts

Seamless and cost effective repair cycle

– The returned part is repaired at Avaya’s cost and put back into Avaya’s spare part stock


PSS Hardware Plus ScopeAll The Benefits of PSS Hardware Plus-

24x7 automated monitoring and management of alarms for all products covered

“ProVision for PSS” inclusive limited License to streamline Installation Effort

Alarms will register with a trouble ticket and routed directly to Avaya EXPERT System for Remote diagnostics and troubleshooting Monthly report on automatically closed ticketsNotification via E-mail to BP of proposed resolution and instructions to dispatch a BP technician if further support required

RAM Plus -

Notification to Avaya Global GTS Team who will be commence work immediately on the problem and send e-mail to BP with additional recommendation if required

6.5%





24x7 Avaya Remote Engineer - Alarm Intervention






PSS Remote ScopeAll The Benefits of PSS Hardware Plus Service Plus-

24x7 Multi Language End User Support for registered sites including Remote Tier 2 diagnosticsEnd User Access to Business Day Multi Language HelplineAdvance Parts Replacement (APR) Service Provides next business day delivery of Avaya Spare Parts (Subject to Availability, certain restrictions apply)Optional “quick” Service Provides 4hr Delivery (Subject to Availability, certain restrictions apply)Standard Remote Alarm Monitoring Plus Service with referral back to Reseller for Onsite Support if required






9%







PSS Onsite ScopeAll The Benefits of PSS Remote Service Plus-

3 Coverage Levels Available– Business Day (Mon-Fri 9-5)– Retail (Mon-Sat 8 to 8)– 24 x 7

Multi Language End User Support for registered sites including Remote Tier 2 diagnosticsEnd User Access to Business Day Multi Language HelplineProvision of an Onsite Support Engineer within 4 hours from time decision is made that onsite support is requiredEngineer to perform actions necessary to resolve issue including replacement of defective partsInclusive 24x7 EXPERT Systems Coverage

Business Day-13%Retail-15%24x7-20%






Direct Onsite Avaya End User Support

Full Avaya Global Logistics Support




ServiceContract

PSS Application SupportService Elements

24x7 or Business Day Avaya Global Tier 3 COE Product Support2 Hour Response to Major Product Issues 24x7, Maintenance Software Updates

24x7 or Business Day Direct Remote Avaya End User SupportIncluding Business day End User Helpdesk & Installation Support


PSS Software & Applications

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 End User / Avaya BusinessPartner Support

– Remote Tier 3 only Avaya BusinessPartner Product Support

Includes maintenance updates (Complex App’s include Major Updates) and patches (New features, hardware and Software Upgrades not included)

Business Day Support

24 x 7 Support

Tier 2 and 3 Support

Simple Avaya Applications 15% 21%Complex Avaya Applications 26% 35%

Tier 3 Only Simple Avaya Applications 6% 8.5%Complex Avaya Applications 18% 24%

Business Hours or 24x7 Support Options

Access to Web Based Support Tools

Applications categorized as

– Simple (PDS s/w, UM)

– Complex (AIC, Witness, IR s/w)

Pricing Percentages are of the Registered Avaya Product GPL Price less Standard Services

Discount (42%) Note: minimum prices apply


http://servicesregistration.avaya.com/

Avaya Services Registration ToolAvaya Services Registration Tool


Access Services Registration Tool

PSS [email protected]

http://servicesregistration.avaya.com/


Main Menu


Supporting Information For Avaya Authorised BusinessPartner’s

Confidential

PSS Q & APSS Q & A


Q. How Do I Get Help With ProVision ?

– To obtain the latest ProVision Help Desk information:

• Visit www.avaya.com/support/provision

• Click Contact Your Help Desk


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.


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.


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


Q. What is the Target SLA ?

– Tier 3 Remote Support:

• Major Faults:– 1 Hr Response – Target 90% attainment

• Minor Faults: – Next Day Response – Target 80% attainment

within 4hrs


APR – Service Levels

Business Partner Advanced Part Replacement

– Advanced replacement shipment from Brussels. Delivery interval from order to delivery to city of entry in following slides.

– Target Delivery Attainment 95%


APR - Europe

Country Name City of Entry Transit TimeALBANIA TIRANA 2ANDORRA ANDORRA 1ARMENIA YEREVAN 3AUSTRIA VIENNA 1AZERBAIJAN BAKU 2BELARUS MINSK 5BELGIUM BRUSSELS 1BOSNIA AND HERZEGOVINA SARAJEVO 2BULGARIA SOFIA 2CROATIA ZAGREB 2CYPRUS NICOSIA 3CZECH REPUBLIC PRAGUE 2DENMARK COPENHAGEN 1ESTONIA TALLINN 2FINLAND HELSINKI 1FRANCE PARIS 1GEORGIA TBILISI 3GERMANY BERLIN 1GREECE ATHENS 1HUNGARY BUDAPEST 2ICELAND REYKJAVIK 1IRELAND, REPUBLIC OF DUBLIN 1ITALY ROME 1

Country Name City of Entry Transit TimeLATVIA RIGA 2LIECHTENSTEIN VADUZ 1LITHUANIA VILNIUS 2LUXEMBOURG LUXEMBOURG 1MACEDONIA, REPUBLIC OF SKOPJE 2MALTA VALLETTA 3MOLDOVA, REPUBLIC OF CHISINAU 2MONACO MONTE CARLO 1NETHERLANDS, THE AMSTERDAM 1NORWAY OSLO 1POLAND WARSAW 2PORTUGAL LISBON 1ROMANIA BUCHAREST 3RUSSIAN FEDERATION MOSCOW 3SLOVAKIA BRATISLAVA 2SPAIN MADRID 1SWEDEN STOCKHOLM 1SWITZERLAND BERN 1TURKEY ANKARA 1UKRAINE KIEV 2UNITED KINGDOM LONDON 1UZBEKISTAN TASHKENT 3

Transit time in working days from order to delivery to the country city of entry.


APR – Middle East

Country Name City of Entry Transit TimeBAHRAIN MANAMA 2IRAN (ISLAMIC REPUBLIC OF) TEHRAN 5ISRAEL JERUSALEM 2JORDAN AMMAN 2KAZAKHSTAN ASTANA 3KUWAIT KUWAIT CITY 2LEBANON BEIRUT 2OMAN MUSCAT 2QATAR DOHA 2SAUDI ARABIA RIYADH 2SYRIA DAMASCUS 3TURKMENISTAN ASHGABAT 3UNITED ARAB EMIRATES ABU DHABI 2YEMEN SANAA 3



APR - Africa

Country Name City of Entry Transit TimeALGERIA ALGIERS 4ANGOLA LUANDA 4BENIN PORTO NOVO 2BHUTAN THIMPHU 5BOTSWANA GABORONE 3BURKINA FASO OUAGADOUGOU 2BURUNDI BUJUMBURA 2CAMEROON YAOUNDE 2CENTRAL AFRICAN REPUBLIC BANGUI 4CHAD NDJAMENA 5CONGO BRAZZAVILLE 3CONGO, THE DEM. REP. OF KINSHASA 3COTE D'IVOIRE ABIDJAN 2DJIBOUTI DJIBOUTI 4EGYPT CAIRO 4ERITREA ASMARA 3ETHIOPIA ADDIS ABABA 2GABON LIBREVILLE 2GAMBIA BANJUL 3GHANA ACCRA 2GUINEA-BISSAU BISSAU 3KENYA NAIROBI 2

Country Name City of Entry Transit TimeLESOTHO MASERU 2LIBYA TRIPOLI 4MADAGASCAR ANTANANARIVO 3MALAWI LILONGWE CENTRAL 3MALI BAMAKO 2MOROCCO RABAT 2MOZAMBIQUE MAPUTO 3NAMIBIA WINDHOEK 2NIGER NIAMEY 4NIGERIA ABUJA 3RWANDA KIGALI 2SENEGAL DAKAR VILLE 2SIERRA LEONE FREETOWN 3SOMALIA MOGADISHU 5SOUTH AFRICA PRETORIA CENTRAL 2SUDAN KHARTOUM 2SURINAME PARAMARIBO 5TANZANIA DAR ES SALAAM 2TUNISIA TUNIS 2UGANDA KAMPALA CITY 3ZAMBIA LUSAKA CITY 3ZIMBABWE HARARE 2



APR Quick Support Capability

Madrid

Barcelona

ToulouseMarseille

Lyon

Nantes

Paris

Hamburg

Berlin

Dusseldorf

Frankfurt

Stuttgart

Glasgow

ManchesterDublin

Amsterdam

Brussels

Metz

Munich

Geneva

Zurich

Milan

Rome

Hounslow

Warsaw

Budapest

Prague

Bratislava

Padova

Bari

Catania

Catanzaro

Cagliari


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


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


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 [email protected]

Available Monday through Friday 09:00 to 18:00 CET.


ProVision for PSSProVision for PSS

Julian Orbach

Cat Maben

Avaya Labs Australia


Contents

ProVision

Intro to new Offer

Admin Responsibilities

Steps

– Application to Register Company

– Allocating PSS Licenses

Q&A


What is ProVision?

Windows-based productivity tool.

Used to implement and manage configuration of several Avaya devices:

– Communication Manager

– Audix

– Modular Messaging

– SIP Enablement Server

Available to BPs since 2000.

Current offer:

– 3-month, per-seat subscriptions (licenses)

– Sold in EMEA for $US1150

Supported by ProVision Web Site

http://www.avaya.com/support/provision


New Offer

ProVision is bundled with new PSS Offer– “Technical Expertise with Productivity Tools”

Licensed to only one device per purchase

60-day subscription (license)– Time starts when you start using it

• “activate your license key”

Once-only, per device– Intended for initial implementation.

– Not licensed to do ongoing administration.• If you want that, the other offer is still available.


How are PSS licenses different?

PSS licenses do not support Online Change feature.

PSS licenses do not support access to devices that are behind the current version

– e.g. CM 3.0.1; similarly for Audix, SES and Modular Messaging

PSS licenses will be restricted on a per-server basis

– Unlike the regular licenses that can access any number of devices.

The regular PV licenses can be renewed.

PSS licenses are shorter.


BP Registration: Concepts

To use ProVision, each BP must be registered with the ProVision Web Site.

– BP can apply themselves.

Each BP should have an administrator staff member.

– They can create other users.

– Subscriptions (licenses) are normally given to the BP administrator to transfer to the appropriate user.

– The BP Admin is automatically notified of their password and progress throughout the registration process.



BP Registration: Steps

1. Visit the ProVision Web Site

2. Click “Register Now”

3. Click to indicate that you are a BusinessPartner

4. Fill in the details about the BusinessPartner

• Do not use the PSS fields.

• You need to specify the name and email address of the BP administrator.



Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™

FIFA Women’s World Cup USA 2003

Date post:	29-Mar-2015
Category:	Documents
Upload:	amia-oldroyd
View:	226 times
Download:	0 times

© 2005 Avaya Inc. All rights reserved. Partner Support Services - EMEA Avaya Global Services.

Documents