© 2006 Avaya Inc. All rights reserved.

Maintenance

Charlie Haynie Services Sales Specialist

Avaya – Proprietary & Confidential.

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Expert Systems

24 Hour Remote Monitoring/Diagnostics with Intelligent Dispatch (On select ECG Products)

–

Avaya EXPERT SystemsSM Diagnostic Tools

• Remains a major differentiator for Avaya Maintenance – Maximizes uptime – 98% of alarms are

Customers experience 73% fewer

– resolved remotely

major outages when monitored by

– Manages and monitors your system 24/7, 365 days a year

Avaya Global Services

– Handles over 600,000 alarms per year

Preventative Maintenance

–

– Identifies performance and resource – issues before they cause outages or – degrade performance ‹#› © 2006 Avaya Inc. All rights reserved.

Avaya – Proprietary & Confidential.

Demonstrating the value of EXPERT Systems

Avaya EXPERT View SM Report Avaya – Proprietary & Confidential.

Comprehensive details of proactive and preventive maintenance activities

– Resolution Statistics – Preventive Routines – Security Advisories – On-Site Dispatch – Parts Replacement ‹#› © 2006 Avaya Inc. All rights reserved.

Avaya Maintenance Agreement Features

Expert Systems –

continuous 7X24 monitoring of systems.

Intelligent Dispatch

parts – tech is aware of problem & has appropriate

Access to Avaya Technical Experts

engineers and field techs – highly experienced service

Priority Response

–flagged as a priority customer

Help Line Support

–timely, thorough answers to basic product, feature/function or interoperability questions

System Security Health checks

– immediate response for active fraud and security scanning to check for the top system vulnerabilities.

Emergency Service Plan

– gets you back in service in 24 hours or less, in the event of a major emergency such as fire, flood, or hurricane © 2006 Avaya Inc. All rights reserved.

Avaya – Proprietary & Confidential.

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Avaya Maintenance Agreement Features (cont.)

Power Surge Protection

–result of lightning or power surge damage

Product Correction Notices (PCNs) & Software/Firmware Updates

Software maintenance fixes –

Customer Support Website

–support.avaya.com which offers access to service request generation, trouble status, electronic library, news, events, answers to FAQ’s and service directories

Maintenance Software Permissions -

Avaya proprietary, intellectual, right-to-use software that gives the customer maintenance capabilities they need to respond to some alarms and aids in trouble isolation procedures – Stations and Trunks and allow customer to test, busy out and release stations, circuit packs (boards), ports, data modules, trunks, and modem pools – Allows customer to test, busy out and release data links, data lines, and the switch © 2006 Avaya Inc. All rights reserved.

Avaya – Proprietary & Confidential.

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Avaya Maintenance Offer Comparison Feature / Offer Access to Web Support Help Line Support EXPERT Systems sm Monitoring Remote Technical Assistance Replacement Parts Power Surge Protection On-site Support On-site Response Objective – Major Outage MSP's Toll Fraud Intervention Quarterly Security Assesment Coverage Options

© 2006 Avaya Inc. All rights reserved.

Full Coverage

Yes Yes Yes Yes Yes Yes Yes – Priority response 2 hour metro metro – 4 hour non Yes Yes Yes 8x5 or 7x24

Parts + Remote

Yes Yes Yes Yes Yes Not Available Billable Next Business Day Yes Yes

Remote

Yes Yes Yes Yes Billable Not Available Billable Next Business Day Yes Yes Yes Yes 8x5 or 7x24 8x5 or 7x24

Avaya – Proprietary & Confidential. Maintenance Assist

Yes Billable Not Available Billable Billable Not Available Billable Non-priority Yes Billable Not Available Not Applicable

No Coverage T&M

Limited Billable Not Available Billable Billable Not Available Billable Non-priority Not Available Billable Not Available Not Applicable ‹#›

Difference between Authorized and Non-authorized Service Providers

What benefits does a customer lose by moving from Avaya or an Avaya Authorized Business Partner to an Unauthorized Service Provider?

– No access to: • Remote Technical Center • On-site technician support • Remote diagnostics provided by Avaya EXPERT Systems • Access to non-system critical PCN’s • Avaya remote or onsite Per Incident Support • MSP’s – Avaya will not grant Unauthorized Service Providers access to Avaya logins, which may severely reduce their ability to support and maintain your Avaya systems © 2006 Avaya Inc. All rights reserved.

Avaya – Proprietary & Confidential.

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Avaya Services Day

Jodi Orcutt Services Sales Specialist

© 2006 Avaya Inc. All rights reserved.

Avaya – Proprietary & Confidential.

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Avaya Services Days June 21st 8:30am – 12:30pm

Are you familiar with all the available Avaya Service/Maintenance options and their respective entitlements?

Is your staff consistently operating in a reactive manner causing delays in projects and other forward looking efforts?

Are you interested in maintaining a stable environment and minimizing downtime? Could you benefit from offloading administrative tasks such as managing patches and software updates to allow you to focus on core responsibilities?

Are you on Messaging Platform that is end of life and need to upgrade but don’t have the capital? Would you like to get into a contact center without the up front expense? Would you like to hear more about the enhancements occurring in the Global Service Delivery Organization? © 2006 Avaya Inc. All rights reserved.

Avaya – Proprietary & Confidential.

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