© 2005 Avaya Inc. All rights reserved.

Partner Support Services – EMEAThe Simplified Offer Portfolio

Partner Support Services – EMEAThe Simplified Offer Portfolio

Avaya Global Services

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Simplified

MaintenanceIndirect

Simplified Partner Support Services Maintain Stage of the Lifecycle Continuum

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Simplified Partner Support Services Agenda

Global Services Delivery Organization

Partner Support Services Offers– Overview – Offer, Entitlements, Skills– Link to Product Authorization– Offer Matrices By Entitlements – Entitlements in Detail– Pricing– Quoting & Ordering

Avaya Services Web Registration Tool

Frequently Asked Questions

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Belgium

Netherlands Russia

UK Germany Hungary

AustriaSwitzerlandFrance

Spain Italy

Argentina

Brazil

Canada

ChelmsfordDenver

St. Pete

Mexico

Hong KongIndia

Singapore

Australia

Japan

China

Americas Asia

Avaya Currently Supports: :20+M Avaya ports380,000 multi-vendor PBX ports 3,000,000 voice mailboxes forservice providers690,000 voice mailboxes for enterprises97,000 multi-vendor voice mailboxes140,000 multi-vendor routers,switches and servers

Global Delivery Support Centers

2000+ services professionals, 28 combined network operations and technical support centers viaEXPERT SystemsSM watching over customers and supporting partners with round-the-clock support

Milpitas

Europe

Columbia

Redmond

Coppell

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Status

Backbone(T3 Engineers Only)

Command Center

Monitoring SLA’s

Service DeskNEW

Engineering Call Answer!

SD Access• Phone• E-Mail• Web

Forward

Status

Continuous Updates

EXPERT SYSTEMS Diagnostic

Tools

Enterprise Services Platform

Global Service Delivery Organization

PartnerAccess

ToService

Desk

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Partner Support Services are a set of maintenance offers available to Avaya BusinessPartners, which complement

the BusinessPartner skill-set where required,enabling service delivery to full customer expectations.

Partner Support Services are a set of maintenance offers available to Avaya BusinessPartners, which complement

the BusinessPartner skill-set where required,enabling service delivery to full customer expectations.

General Overview

Available to Avaya BusinessPartners Authorized to sell Avaya Solutions

Optimized for BP related service requirements, providing choice through the availability of different levels of service & value add service options

Remote support options available for Regional purchase

Delivery through the Avaya Global Services Delivery organisation

Important: End User Maintenance Software Permissions (MSP’s) and Software Maintenance Patches inclusive with all Contracts

7© 2005 Avaya Inc. All rights reserved.

Offer, Entitlements, Skills*

Offer Name Offer Entitlements Skill Sets

PSS

Backbone

Core: 24 x 7 Remote Tier 3 Support

Choice: Remote Alarm Monitoring (RAM) &

Advanced Parts Replacements (APR 8x5)

For HIGHLY skilled partners

Now with improved Advanced Parts

Replacement

PSS

Service Desk

Core: 24 x 7 Remote Tier 2 / 3 support,

Expert Systems & Engineer Support (RAM+)

Choice: APR

For SKILLED partners

Now with improved Advanced Parts

Replacement

PSS OnsiteCore: 24 x7 Remote Tier 2 / Tier 3 & FullCoverage Maintenance SupportChoice: Onsite SLA’s 8 x 5 or 24 x 7

For the OUTSOURCING type

For when you want everything, leaving

the Partner focusing on the customer

PSS

SIMPLE Apps

Core: Remote Support OnlyChoice: Tier 3 support or Tier 2 / 3 support & SLA’s 8 x 5 or 24 x 7

For SIMPLE applications

Like Modular Messaging

PSS

COMPLEX Apps

Core: Remote Support OnlyChoice: Tier 3 support or Tier 2 / 3 support & SLA’s 8 x 5 or 24 x 7

For COMPLEX applications

Like Avaya Interaction Centre

* Avaya BusinessPartners are required to be Authorised to sell Avaya Solutions to access PSS

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Product Authorization Requirements– As defined in the BP Program where authorization is

available https://enterpriseportal.avaya.com/ptlWeb/bp/

– Sales Training for specific product completed

– Design Training for specific product completed

– Implement/Maintain Training for specific product completed

– Self-Service Assessment Completed

Example: IP Simplex– Sales/Design/Implement & Maintain Trainings covered

– Self-Service Assessment completed

Link to Product Authorisation

IP Simplex

Sell

Design

Implement/Maintain + Self Assessment

The first step to become an Avaya BusinessPartner is to become Product Authorised. This includes the basic requirements for sales & technical training, as well as defined service capabilities. This ensures that BusinessPartners have the right level of expertise and infrastructure which, together with Avaya PSS, provide the high quality support end customers expect.

9© 2005 Avaya Inc. All rights reserved.

Link to Product Authorisation

Offer Name Offer entitlements PA Required

PSS

Backbone

Core: 24 x 7 Remote Tier 3 Support

Choice: Remote Alarm Monitoring (RAM) &

Advanced Parts Replacements (APR)

For HIGHLY skilled partners

Now with improved Advanced Parts

Replacement

PSS Backbone

SIMPLE Apps

Core: Remote Support OnlyChoice: Tier 3 support & SLA’s 8 x 5 or 24 x 7

For SIMPLE applications

Like Modular Messaging

PSS Backbone

COMPLEX Apps

Core: Remote Support OnlyChoice: Tier 3 support & SLA’s 8 x 5or 24 x 7

For COMPLEX applications

Like Avaya Interaction Centre

PRODUCT AUTHORISATION IS REQUIRED The following offers will only be available if you meet the full (Sell, Design,

Implement/Maintain) Product Authorization Criteria

For more details on Product Authorisation go to https://enterpriseportal.avaya.com/ptlWeb/bp/ under‘Training and Certification’

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Service Options Matrix By entitlement

OffersTier 3

(& Tier 4)

Tier 2 RAM RAM + APR Onsite

8 x 5

Onsite

24 x 7

PSS Backbone* √ Optional Optional

PSS Service Desk √ √ √ √ Optional

PSS Onsite √ √ √ √ √ √ Optional

* Available only to fully Product Authorized BusinessPartners

OfferTier 3 (& Tier 4)

8 x 5

Tier 3 (& Tier 4)

24 x 7

Tier 2

8 x 5

Tier 2

24 x 7Apps

PSS Simple Apps Backbone* √ Optional PDS Software, UM,

IM & Complex Messaging

PSS Simple Apps Service Desk √ √ √ Optional PDS Software, UM,

IM & Complex Messaging

PSS Complex Apps

Backbone*√ Optional IR Software, AIC,

OA, Witness, CCE & AES

PSS Complex Apps

Service Desk√ √ √ Optional IR Software, AIC,

OA, Witness, CCE & AES

CORE OFFERS – Hardware Base Solutions

APPLICATION OFFERS

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Entitlements*

Backbone (Tier 3) Entitlement24x7 Remote Backbone Support (Tier 3 technical support ) for proven product issues and complex problem resolution on registered Avaya products Escalation to Tier 4 (Avaya Labs) if necessaryPriority 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 systemProvision of and access to Software maintenance patches & Maintenance Software PermissionsNew - Engineering Call Receipt!

Service Desk (Tier 2) Entitlement24x7 Multi Language BP Support for registered sites including Remote Tier 2 diagnostics 24 x 7 Access to the Backbone Organization via the Service Desk (Tier 2) Organization Access to all other service options as defined in the Backbone (Tier3) entitlementNew - Engineering Call Receipt!Provision of and access to Software maintenance patches & Maintenance Software Permissions

* To determine which entitlements and/or options are included in each PSS offer please refer to the offer matrices

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Key Benefits:1. Provides Product Alarm monitoring and automatic trouble resolution where

possible for sites 24x7xless than 15 Minutes 2. Automatic direct escalation to BP for un-resolved issues

3. Reduces operating cost4. All major alarms are automatically reported

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

6. Can reduce probability of major system outages

7. Increases customer satisfaction

Key Benefits:1. Provides Product Alarm monitoring and automatic trouble resolution where

possible for sites 24x7xless than 15 Minutes 2. Automatic direct escalation to BP for un-resolved issues

3. Reduces operating cost4. All major alarms are automatically reported

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

6. Can reduce probability of major system outages

7. Increases customer satisfaction

Entitlements

Remote Alarm Monitoring (RAM) Entitlement24x7 automated monitoring and management of alarms for all products covered

Alarms will register with a trouble ticket and routed directly to Avaya EXPERT System for Remote diagnostics and troubleshooting

Monthly report on automatically closed tickets

Direct Notification via E-mail to BP of proposed resolution and recommendation for further trouble shooting if required

13© 2005 Avaya Inc. All rights reserved.

Entitlements

Remote Alarm Monitoring + (RAM+) Entitlement All the benefits of Expert Systems +

Notification to Avaya Global GSD Team 24 x 7 directly who will be commence work immediately on the problem and send e-mail to BP with additional recommendation if required

Advanced Parts Replacement Entitlement*8 x 5 Advance Parts Replacement (APR) Service Provides same day dispatch of Avaya Spare Parts (Subject to Availability, & notification prior to 3 pm)

Negates need for RMA Costs and Repair Requests for registered Equipment

Reduces Inventory Costs for multiple stock holdings

24 x7 APR will be available later this year

* Certain country restrictions apply

APR now availableat the best service option

at the same price!

24 x 7 APR will be availablelater this year!

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Entitlements

Onsite Entitlement*2 Coverage Levels Available

– Business Day (Mon-Fri 9-5)

– 24 x 7

Provision of an Onsite Support Engineer within 4 hours from time decision is made that onsite support is required

Engineer to perform actions necessary to resolve issue including replacement of defective parts

Check country availability

Remote Basic Product Support During Implementation Entitlement30 day 8 x 5 support during implementation on product defects available on all

* Certain country restrictions apply

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Entitlements

SIMPLE Applications Entitlements

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 Avaya Business Partner Support

– Remote Tier 3 only Avaya Business Partner Product Support

Includes maintenance software updates and patchesBusiness Hours or 24x7 Support OptionsProvides Support for Applications such as PDS Software, UM, IM and Complex Messaging

COMPLEX Applications Entitlements

ALL SIMPLE Apps entitlements for a different set of applications +

Includes maintenance Updates & Upgrades (Conditions Apply)Business Hours or 24x7 Support OptionsAccess to Web Based Support ToolsProvides Support for Applications such as IR Software, AIC, OA, Witness, CCE & AES

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Generic Pricing

(Registered Product GPL – BP % Services Discount )

x

Required Service % rate

= Service Cost

Some Legacy Products

(Per Port / Platform Service Rate x Qty)

minus

BP % Services Discount

= Service Cost

Note: minimum prices apply

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Pricing In Detail

Offer Pricing

(basic offer)

Tier 3

(& Tier 4)

Tier 2 RAM RAM + APR Onsite

8 x 5

Onsite

24 x 7

PSS Backbone*

2% √ +1% +3%

PSS Service Desk

6% √ √ √ √ +3%

PSS Onsite 13% √ √ √ √ √ √ +7%

* Available only to fully Product Authorized BusinessPartners

OfferPricing

(Basic offer)

Tier 3 (& Tier 4)

8 x 5

Tier 3 (& Tier 4)

24 x 7

Tier 2

8 x 5

Tier 2

24 x 7

Apps

PSS Simple Apps Backbone*

6% √ +2.5% PDS Software, UM, IM & Complex Messaging

PSS Simple Apps Service Desk

15% √ √ √ +6% PDS Software, UM, IM & Complex Messaging

PSS Complex Apps

Backbone*

18% √ +6% IR Software, AIC, OA, Witness, CCE & AES

PSS Complex Apps

Service Desk

26% √ √ √ +9% IR Software, AIC, OA, Witness, CCE & AES

CORE OFFERS – Hardware Base Solutions

APPLICATION OFFERS

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Quoting & Ordering

Pricing will continue to be structured:

% x (GPL - Services discount)

The web tool will need to be utilised to create quotations

The Web Registration Tool Is to be utilized to manage quotes/pricing and orders:

https://servicesregistration.avaya.com/login.asp

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http://servicesregistration.avaya.com/

Avaya Services Registration ToolAvaya Services Registration Tool

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Access Services Registration Tool

PSS Helpemeadba@avaya.com

http://servicesregistration.avaya.com/

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