Transcript Growth Opportunity Hypotheses

Support Advantage –
Overview
August 10, 2011
Support Advantage
Features Overview
All Support Advantage Offers:
Upgrade Advantage
 Global offer with consistent policies
 Simplified per license/server/gateway pricing
Advanced Services Options
 Expanded and flexible software upgrade




subscription, Upgrade Advantage, available
with Essential or Preferred
Build support coverage with additional Onsite
and Terminal Replacement options with
either Essential or Preferred
Preferred Support has all Essential
entitlements plus includes monitoring and
quicker response
Required minimum level of support:
Essential Support and Parts Next Business
Day
6 month transitional period for parts*
Onsite
Parts
Preferred
Requires Parts
Recommended Package
Essential
Requires Parts
* Does not apply to CALA and APAC
Minimum required attach
Avaya – Confidential & Proprietary
2
Eligible Avaya Enterprise Products
Support Advantage GA
New Enterprise Products
All Software Support Eligible Products (examples):
 Communication Manager 5.0 +
 Modular Messaging 3.1+
 Call Center 5.0+
 Other Solutions covered under Software Support
New Product Releases
 Check for applicable products at:
http://support.avaya.com/support_advantage
Avaya – Confidential & Proprietary
3
3
3
Enhancing Customer Value through Support Advantage
Flexibility & Simplicity
 Globally consistent remote hardware
and software support included in all
support offers
 Simple pricing and invoicing
 24x7 access to web resources and
remote technical support
 Menu of service offers aligned with
customer needs
 Experience award-winning services
and support - recognized by 13
separate industry awards
 Co-termination of contracts at system
level
 Synchronized billing for multi-year
coverage*
Immediacy
Immediacy
With Preferred Support:
 Up to 85% faster response times via
web ticketing
 Proactive alert of alarms related to
PSTN facilities
 Monitoring and proactive issue
resolution with EXPERT SystemsSM
 High-speed secure connectivity with
centralized management
 99% resolution of system generated
alarms without dispatch
20% average faster resolution
*Synchronized billing will be available post GA (August 1, 2011), at a date to be determined,
Avaya – Confidential & Proprietary
4
Questions
Avaya – Confidential & Proprietary
5
Back up
Avaya – Confidential & Proprietary
6
Avaya – Confidential & Proprietary
7
7
Recommended Combination of Support Advantage
Services: For Optimal Solution Performance and Stronger ROI
Preferred Support
 For just slightly more per user license when compared to Essential
Support, Preferred Support provides a comprehensive yet flexible
support package, including:
Recommended
Combination of Services
Upgrade Advantage
 24x7 hardware and software support
Advanced Services Options
 monitoring and proactive issue resolution
 15 min accelerated response interval on majors via web ticketing
Onsite
 off-board alarm notifications
Preferred
Onsite
 Highly-trained certified technicians dispatched to customer’s site.
Advanced Services
 Robust selection of enhanced service offers, including Software
Release Maintenance, Enhanced Monitoring, Remote Back-up
Administration and more.
85% of U.S. customers
buy equivalent of
Preferred + Onsite
Upgrade Advantage
 Access to major software upgrades on subscription basis.
99%
Alarms resolved
remotely with
automated tools
Avaya – Confidential & Proprietary
85%
Faster response
times than
previous
support offers
74%
Reduced risk of
experiencing a
major system
outage
8
Four Steps to Customizing Support Advantage Coverage
4
Choose Upgrade Advantage
3
Choose from Advanced Services:
̶
̶
̶
̶
Software Release Maintenance
Terminal Replacement
Product Correction Support
Client Service Manager
̶
̶
̶
̶
Enhanced Monitoring
Single Point of Contact
Agency Carrier
Remote Back-Up Admin
Upgrade Advantage
Advanced Services Options
Onsite
Parts
2
Select Parts or Onsite Support:
A.
B.
C.
D.
E.
1
Parts NBD*
Parts 8x5x4
Parts 24x7x4
Onsite 8x5 (includes Parts Coverage)
Onsite 24x7 (includes Parts Coverage)
Select Core Support Coverage:
A. Preferred
B. Essential
Preferred
Requires Parts
Essential
Requires Parts
*6-month transition period for minimum parts requirement of NBD for US, Canada and EMEA following GA. Parts NBD is already required by policy in APAC and
Avaya
– Confidential
& covered
Proprietary
CALA.
Replacement
of any
part that Avaya determines to be inoperative will be shipped for next day delivery, where available.
9
9
Avaya Products Not Migrating
Support Advantage GA
Products Not Migrating
Pre-SSI releases (examples):





DEFINITY
Communication Manager R1– 4
INTUITY Audix
Call Center R1-4
CMS R1-16.2
Other Enterprise Products
(examples):




CS1K
Call Pilot
Contact Center
Data Products
SME Solutions:
 IP Office
 Partner ACS
Renew existing maintenance
until customer upgrades to an
Avaya Support Advantage
eligible product
Continue with existing
maintenance (i.e. PASS), or
take advantage of new offers
(i.e. Full Service Delivery)
Support by partner through
the SME Technical Support
OEM Products:





UPS
Nuance
Witness
Polycom
Juniper
Avaya – Confidential & Proprietary
Use or renew existing
maintenance offer
10
10
10
Transitioning to Support Advantage
New System Sales & Upgrades
Sales Scenario
New System Sale
(Except for Master Agreements with SSI)
Utility Contracts (North America)
Traditional PSS contracts (Global)
Customers with Software Support and
accompanying hardware maintenance
Customers with Software Support + Upgrades
Support and accompanying hardware
maintenance
Avaya – Confidential & Proprietary
Available Options
Purchase Support Advantage
Recast to Support Advantage
OR
Continue with existing contract until expiration.
At expiration coverage recasts to Support Advantage
Recast to Support Advantage
Recast to Support Advantage, including cancellation of
hardware maintenance contract
Customer takes advantage of the +U to get their entitled
upgrade. Existing hardware maintenance remains in place.
11
11
Transitioning to Support Advantage
Renewals
Sales Scenario
Available Options
Continue with existing contract
Customer stays on non-SA eligible product
Customers with Software Support and
accompanying hardware maintenance
Customers with Software Support +
Upgrades and accompanying hardware
maintenance AND a product upgrade
occurred
Customers with Software Support +
Upgrades and accompanying hardware
maintenance AND a product upgrade did
NOT occur
Avaya – Confidential & Proprietary
Utility (North America) or PSS (Global)
Maintenance Contract
Recast to Support Advantage, including cancellation of
hardware maintenance contract
OR
Continue to renew existing Software Support and hardware
maintenance contract until a product upgrade occurs.
Recast to Support Advantage, including cancellation of
hardware maintenance contract
Recast to Support Advantage, including cancellation of
hardware maintenance contract
OR
Continue to renew existing Software Support + Upgrades and
hardware maintenance contract until a product upgrade occurs
12
12
Support Advantage
Product Eligibility for SA & How Quote Tools Affect It

There are two determinants for SA eligibility:
1. Product must be designated as SA-eligible
2. The quote tool used must support SA
Both must be true to get an SA quote
Sample Scenarios
Product
Tool Used
Offer Produced
Rationale
Session Manager
with CS1K V7.5
EC
PASS / Express
CS1K must be quoted in EC. EC
will not quote SA, which drives
Session Manager offer produced
Session Manager
with Aura R6
ASD/MSQT/MPT
SA
Session Manager is now SA. It is
an SA-eligible product and the quote
tool used supports SA
AACC
EC
PASS / Express
AACC is SA-eligible but EC does
not support SA
AACC
ASD/MSQT/MPT
SA
AACC is SA-eligible and quote tool
used supports SA
Data
EC
PASS / Express
Data is not eligible for SA
Data
ASD/MSQT/MPT
Component-based
Data is not eligible for SA
Avaya – Confidential & Proprietary
13
Billing for SA
SA bills Just like SS & SSU bills today on ‘Day 1’. This billing will apply to all SA offers including Parts
and Onsite.
 If the Supported Products are purchased through an Avaya authorized Partner, support will
commence on the first day of the second month following Supported Products Order Closure.
 Support for additional licenses (after initial commencement of support) will commence on the first day
of the month following Order Closure for those additional licenses.
 If Avaya sells and installs the Supported Products, support will commence on the date Avaya notifies
the Customer that the Supported Products are installed according to specifications.
 If Avaya sells the Supported Products directly, but does not install the Support Products, support will
commence on the earlier of the date when software (i) features are enabled, (ii) is downloaded to the
target processor or (iii) physically delivered to the Customer premises.
Avaya – Confidential & Proprietary
14
Parts 8x5x4 and Parts 7x24x4
Parts 4 hour response offers:
 Available in selected geographies in countries where Parts coverage is available
 Quote tools DO NOT control 4 Hour coverage selection availability in countries where Parts are available
 4 hour coverage eligibility is determined based on driving distance from Avaya stocking location to
customer site as follows and stated in the SAS:
 Within 100 miles for the U.S., 150 kilometers for all countries within EMEA and 75 kilometers for all other
countries
 4 hour coverage eligibility must be determined before quoting the offer. Otherwise, customers may contract
for support that cannot be delivered
 In order to determine support eligibility:
 Go to the Support Advantage page of Avaya Support located at
http://support.avaya.com/support_advantage).
 Click on the link Avaya Stocking Locations for Parts
 Will be updated with stocking location addresses prior to SA GA
 Use Google Maps or similar to determine driving distance
For Avaya’s FY12, we are looking into having an interactive tool that a partner/customer could use to
determine eligibility. This is not available for SA GA and timing is TBD.
Avaya – Confidential & Proprietary
15