1© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Consultant Briefing onService Delivery Specialization

March 2009

2© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Agenda

Services Channel Strategy

Customer & Channel Needs

Program Overview

Customer & Channel Benefits

Program Details

Key Changes

Go To Market

Summary

3© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Avaya Goals for Channel

• Drive 85% revenue through channel partners in 3 years worldwide

• Healthy, skilled channel partners

• Co-delivery partners with vertical or horizontal market expertise

• Mutual profitability with our partners

• Competitive branding through partners

• Drive 85% revenue through channel partners in 3 years worldwide

• Healthy, skilled channel partners

• Co-delivery partners with vertical or horizontal market expertise

• Mutual profitability with our partners

• Competitive branding through partners

4© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

AGS Collaborative Services Strategy

Remote Services

Onsite Services

Pro Services

Managed Services

Partner Services

Customer-Focused Services Solution

Offers

Incentives

Tools

Programs

Differentiated Partner Business Models and Capabilities

Channel-CentricProgrammatics

StrategicFocus

Quickest time to market

Minimal partner risk & investment

Avaya full delivery

Maximized Partner Margins

Significant partner investment

Avaya co-delivery

BUY

RemoteServices

OnsiteServices

Pro Services

ManagedServices

PartnerServices

BUILD/BUY

Part

ner S

ervi

ces

RemoteServices

ProServices

PartnerServices

BUILD

Part

ner S

ervi

ces

PartnerServices

5© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Customer Needs:• Choices for service delivery

• Range of services across lifecycle

• Meaningful credentials

• Easy identification for service required

• Single point of contact for integration

Customer Needs:• Choices for service delivery

• Range of services across lifecycle

• Meaningful credentials

• Easy identification for service required

• Single point of contact for integration

Customer & Channel Needs

Partner Needs:• Differentiation thru services

• Marketable service credentials

• Rewards for service investments

• Clear path to service competency

• Range of certifications to match lifecycle

• Flexibility to support different business models

Partner Needs:• Differentiation thru services

• Marketable service credentials

• Rewards for service investments

• Clear path to service competency

• Range of certifications to match lifecycle

• Flexibility to support different business models

6© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

What Is Service Delivery Specialization?

Quality processes & Best Practices

Marketable logo for easy identification

New benefits to encourage service development

Increased Partner margins

Competitive Differentiation

Addresses full customer lifecycle

Backed by Avaya expertise

Flexibility for various business models

New component within existing Avaya Channel Program, providing:New component within existing Avaya Channel Program, providing:

Rigorous criteria tied to service competency

Consistent measurements

7© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

SDS Benefits Partners

– Differentiates competencies & investments

– Promotes partner with approved logo

– Rewards development of services competencies

– Enables evolution to meet market & customer needs/demands

End Users– Identifies partners with advanced service

competencies

– Allows customers to match their service needs throughout service lifecycle

– Provides meaningful indicator of performance

8© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

SDS Program Summary

Implementation Professional or Specialist Support Specialist Integration Expert

Sco

pe

Implementation Maintenance Solutions

Qu

alification

s

Depth & Breadth of Competency

Service Operations Center

Demonstrated Competency

Ben

efits

Financial

Tools

Enhanced Support

Marketing

9© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Qualifications For Each SDS Designation Implementation

Specialist or Professional

Support Specialist Integration Expert

Implementation Maintenance Solutions

Minimum ACSMinimum 2ACS IPT & 2ACS MM to 8 each

based on product rev.

Minimum 2ACS IPT & 2ACS MM to 8 each

based on product rev.

Platform Minimum 4ACS IPT, 4ACS UCC & 4ACS CC or 4ACS Specialty & 2ACS IPT to 6 ACS each

Robust Staffing Minimums 2 6 8

Customer References 5 5 7

Solutions Competencies 2 PMI Defined by Product Defined by Pillar

Support Facilities Staging Center Support Lab Support Lab

Supplemental On-Site Assessment

Minimum Customer Satisfaction 85% 85% 85%

Designated SPOC

10© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Enhanced Benefits For Each SDS Designation Implementation

Specialist or Professional

Support Specialist Integration Expert

Implementation Maintenance Solutions

Designation Logo

Market Development Fund

Strategic AV Single Point of Contact (SPOC)

Services Partner Council

Joint Marketing Planning

Access to AV Global Support Desk (GSD)

ProVision

InSite, Health Check

ExpertNet Lite Reduced fee Reduced fee Reduced fee

Services Briefing Center Priority Access

11© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Avaya Range of Partner Programs

Service Delivery Specialties

Entry-Level Programs Advanced-LevelPrograms

Implementation Services

Partner Implementation Support Program (PISP), Partner

Implement Enablement (PIE)

SDS – Implementation Specialist

SDS – Implementation Professional

(for Services Only Partners)

Maintenance & Support Services

Joint Service Delivery (JSD), Partner Support Service

(PSS)

SDS – Support Specialist

Professional Services

None SDS – Integration Expert

Addresses Full Service Lifecycle Needs

12© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Key Differences From Past Programs

Proven Customer

Satisfaction

Logo

Rigorous Requirements

Depth & Breadth

Demonstrated capability and quality performance

Demonstrated capability and quality performance

Greater vertical & horizontal depth of services, including multi-vendor Integration

Greater vertical & horizontal depth of services, including multi-vendor Integration

Easy identification of capabilities

Easy identification of capabilities

Proven service satisfaction based on references

Proven service satisfaction based on references

13© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Program Requirements Increase Differentiation

PA PISP, PIE Programs

JSD, PSS Offers

Service Delivery Specialization

Entry Level Advanced

Minimum ACS 1 1 2 to 8 based on product rev.

Robust Staffing Minimums 2 to 8

Customer References 3 to 7

Solutions Competencies Defined by Designation &/or Pillar

Support Facilities Staging Ctr / Support Lab

Baseline Assessment

Supplemental On-Site Assessment

Minimum Customer Satisfaction 85%

14© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Roadmap

Announced in February 2009

Available in NA; other regions to follow through 2009

Professional services added Q4 2009

Ongoing Recruitment of Additional “Services Only” Partners

15© 2008 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

Service Delivery Specialization Summary

Partner BenefitsCustomer Benefits

Enhanced choices for range of services

Easy identification of capable providers

Reasonable performance indicator

Assurance of manufacturer’s support

Competitive differentiation

Marketable logo

Clear path to competency

Financial reward for service investment

Better profitability