© 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.