Service Pack & Dot Release Guardian Avaya Customers Bonnie Olson Senior Manager Maintenance Business Mgt

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22 Agenda  What is Service Pack & Dot Release Guardian technology?  How does the new technology benefit Customers?  How does Service Pack & Dot Release Guardian work?  What is a Publication Date and a Support End Date? How do I find this information?  What will happen when I am blocked from successfully installing a Service Pack or Dot Release? What steps do I need to take?  When do I need to regenerate and reinstall a license to update a Support End Date?  What other resources are available?  I need help! Who do I call?

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 3 Avaya Patent Pending Technology New Protection for Service Pack Dot Releases New Protection for Service Pack Dot Releases Introducing Service Pack & Dot Release Guardian Technology!  Software is Avaya Intellectual Property  Key value of manufacturer support  An entitlement of Avaya support coverage  Pirated software negatively impacts Avaya and Channel Partner revenues  Uses software licensing protection.  Requires active Avaya support coverage or warranty when the software is published.  GA with the Controlled Introduction of Avaya Aura ® Communication Manager (CM) 6.2. –CM 6.2 in Controlled Introduction on –PLDS IT Infrastructure implemented on  Protects against the unauthorized use of CM dot release and service pack software.  Service packs and dot releases that are pirated will fail to install successfully.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 44 How Does Service Pack & Dot Release Guardian Technology Benefit Customers? Access to the latest service packs and dot releases from Avaya ensures optimum customer system performance. Protection of the Avaya brand enables Avaya to continue to invest in R&D efforts to further improve the customer’s experience. Guardian addresses the legal risk to customers of using unauthorized maintenance providers.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 55 How Does Service Pack and Dot Release Guardian Technology Work?  Two key dates: Review the Software Publication Date & Support End Date in PLDS Before You Install! Review the Software Publication Date & Support End Date in PLDS Before You Install!  Guardian compares the two dates: –If the service pack/dot release has a Publication Date on or before the SED, the application of the service pack/dot release is enabled –If the service pack/dot release has a Publication Date after the SED, the application of the service pack/dot release is not enabled Publication Date of the service pack or CM dot release Support End Date (SED) for customer’s support entitlement

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 66 Example of a Publication and SED Comparison CM License file has SED of 30 April 2013: If the CM software Publication Date is 30 April 2013 (or any earlier date), the CM software is enabled, and no license error results If the CM software Publication Date is 01 May 2013 (or any later date), CM software is not enabled

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 7 How Does Guardian Know the Publication & Support End Date?  Guardian reads the Publication Date directly from the CM service pack/dot release software.  Starting in CM6.2, all Guardian protected CM service packs and dot releases contain a Publication Date built into the software.  The Publication Date for CM 6.2 software is  Guardian obtains the support end date from the Avaya service contract and product order information that is populated in SAP and is fed to the Product Licensing Delivery System (PLDS).  Starting on August 20, 2011 all CM 6.x license files generated in the Product Licensing and Delivery System (PLDS) include the SED.  CM 6.0 licenses installed before August 20, 2011 need to be regenerated in order to see the SED in PLDS.  Guardian reads the SED from the CM license file. Publication Date Support End Date

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 88 In PLDS On the Software Server Management Interface (SMI) On the System Platform Console Domain How Can I View the Software Publication Date? On PLDS download screen on top of the download description text. See next slide for an example. There are three ways you can view the software Publication Date: On the Software Version page, use the swversion command to view the publication date of the Communication Manager software in the Publication Date field. Select the Server Management > Patch Management menu.  If you have not downloaded the service pack, select the Download/Upload sub-menu option, and select the appropriate media to download the patch. When the service pack is successfully loaded, the details page displays the publication date.  If you have downloaded the service pack, select the Manage sub-menu option. Select the required service pack. The service pack details are displayed with the publication date. If the service pack Publication Date field is null on the patch details page, then Avaya Service Pack and Dot Release Guardian technology does not protect the service pack. Note: If the Communication Manager software or service pack does not contain a Publication Date, then Avaya Service Pack and Dot Release Guardian technology does not apply.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 9 Locating the Publication Date in the Product Licensing and Delivery System (PLDS) To view service pack or dot release Publication Date of downloads in PLDS: 1.Select Assets >> View Downloads on Main Menu 2.Search for the CM download of interest 3.Publication Date is displayed in Download Description column (click More) The presence of the Guardian Publication Date indicates the CM software or service pack is Guardian protected Note: “Release date” is not the same as the Service Pack and Dot Release Guardian Publication Date

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 10 Are All CM6.2 Service Packs Guardian Protected? Security and kernel service packs are available to all customers, regardless of their support coverage, and do not have Guardian protection For these service packs, there is a) no Publication Date, and b) there is a “License Required: No” entry

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 11 How Can I Locate the SED? There are two ways that you can view the SED: By accessing PLDS By accessing the WEBLM server  If there is no SED value in the license file then Communication Manager does not perform the SED or Publication Date check. However, you can install the Communication Manager software or apply the service pack. Access the associated WebLM server and view the Support End Date (VALUE_CM_SED) feature setting in the CM license file. Access PLDS (see example on next slide)  Select Activation > View Activation Record.  Search for the required record.  Click on the License/Key tab. Look for VALUE_CM_SED in the License/Key box for Communication Manager.  The SED is contained in the VALUE_CM_SED feature.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 12 Locating the SED of a License Entitlement in PLDS To view the SED on a CM station license entitlement in PLDS: 1.Select Assets >> View Entitlements on Main Menu 2.Search for the CM station license entitlement of interest 3.View the entitlement and select the Additional Information tab Note: To locate the SED of a CM 6.0 license file before , regenerate the license file.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 13 What Will Happen if CM has a Guardian License Error?  The user will have a 30 day grace period to correct the error.  If the grace period expires and the user does not correct the error, CM will enter “No License” mode and CM admin changes are blocked. If you are installing a dot release with a publication date that is not allowed by the SED in the license file, Communication Manager displays a license error, enters license error mode, and starts the 30-day license grace period. CommunicaMgr License Mode: License Error. System Administration Will Be Blocked in Approximately 30 days. Contact Your Service Representative Immediately. Software Publication Date is After the Support End Date in License File. The user will see the following CM license error message:

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 14 What Will Happen if CM has a Guardian Service Pack Error? If the service pack Publication Date is on or before the SED, the service pack is enabled and is installed on Communication Manager. If the service pack Publication Date is after the SED, Communication Manager blocks the service pack installation Command Failed: Service Pack publication date is after the Support End Date in the license file. The user will see the following CM license error message:

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 15 What does the Customer or Channel Partner Need to Do to Address the Service Pack or Dot Release Error? …has an Avaya support contract The customer or channel partner may need to regenerate and reinstall the license file to update the SED in the license file. …does not have an Avaya support contract The customer or channel partner can purchase an Avaya support contract from Avaya by calling their Avaya sales contact or GO-AVAYA (outside the US ). The customer can also purchase an Avaya support contract from an authorized Avaya channel partner. To locate an Avaya Channel Partner access ( Partners>Channel Partners>Find a Partner). Once Avaya support coverage is obtained, the customer or channel partner will need to regenerate and reinstall the Guardian license file to update the SED in the license file(s). …believes Avaya records are incorrect they should call the local Order Entry Fulfillment Collections (OEFC aka COBC office). To locate the local OEFC office call GO-AVAYA (outside the US: ). Once the records are updated for the correct contract end date, the license file will need to be regenerated and reinstalled to reflect the updated SED. …does not want to purchase an Avaya support contract To allow the dot release, the customer or channel partner will need to go back to an earlier release of Communication Manager. If The Customer or Channel Partner…

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 16 When Does a Customer or Channel Partner Need to Install a New CM License File? No Change: Continue to generate & install a new CM license files in PLDS for:  New system installs  Major release upgrades  License additions  License re-hosts Key Point: Action may be required to maintain the ability to install Service Packs and Dot Releases on future CM 6.X product releases to refresh the SED date! Key Point: Action may be required to maintain the ability to install Service Packs and Dot Releases on future CM 6.X product releases to refresh the SED date! No new license file is required to install a service pack or perform a dot release upgrade, as long as the SED is on or later than the Publication Date Change: Since CM6 license files now contain the Support End Date, the user will need to generate & install new CM license file whenever the SED changes. Proactive notifications will be sent by PLDS.  Support renewal (Action required only once every 3 years or once per year if annual contract)  New support purchase  Day 2 billing exception  Support recast (not necessary with Support Advantage)  Support termination

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 17 Guardian Proactive Notification of SED Change When there is a change to the contract expiration date for a Group ID (aka FL or sold-to) for which the Guardian licenses are already generated An notification will be automatically sent to the primary customer contact The primary contact for the customer is defined in PLDS. Make sure that your customer has defined a current primary contact in PLDS. To locate or change the name of the primary contact, the customer should open a ticket with the ITSS Help Desk.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 18 Example of a Notification of a Support End Date Change. The Group ID (aka FL/Sold To) is identified. Instructions provided to Regenerate the License.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 19 What is the Impact of License Regeneration & Reinstallation? No system downtime, no need to reboot, no impact to applications or users. Only minutes to regenerate a license file and reinstall the license on host. License downloads are self service enabled via PLDS for customers and partners.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy /7 Support Help! Who Supports PLDS and Guardian! US AVAYA IT ( )or EMEA Canada and CALA Regions APAC Germany Avaya IT Tiers 1-3 teams will resolve your issue. Support for emergency business critical ‘out of hours’ issues MUST always be originated via telephone, using your local IT number (noted above).

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 21 What Additional Resources are Available? Information about Service Pack and Dot Release Guardian: Implementing Avaya Aura ® Communication Manager Release 6.2 How to obtain and install Communication Manager licenses: Avaya Aura ® Communication Manager Feature Description and Implementation Release 6.2 Training for Channel Partners: Service Pack & Dot Release Guardian Training for Channel Partners Service Pack & Dot Release Guardian Training for Channel Partners and FAQs: Service Pack & Dot Release Guardian FAQs Service Pack & Dot Release Guardian FAQs Training for Customers: Service Pack & Dot Release Guardian Training for Customers Service Pack & Dot Release Guardian Training for Customers and FAQs: Service Pack & Dot Release Guardian FAQs Service Pack & Dot Release Guardian FAQs Information on Service Pack & Dot Release Guardian is published on the Intellectual Property web site: Resources>Intellectual Property Policy and Compliance Resources>Intellectual Property Policy and Compliance

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22 What Additional Resources are Available? Information about Service Pack and Dot Release Guardian: Implementing Avaya Aura ® Communication Manager Release 6.2 How to obtain and install Communication Manager licenses: Avaya Aura ® Communication Manager Feature Description and Implementation Release 6.2 Training for Channel Partners: Service Pack & Dot Release Guardian Training for Channel Partners Service Pack & Dot Release Guardian Training for Channel Partners and FAQs: Service Pack & Dot Release Guardian FAQs Service Pack & Dot Release Guardian FAQs Training for Customers: Service Pack & Dot Release Guardian Training for Customers Service Pack & Dot Release Guardian Training for Customers and FAQs: Service Pack & Dot Release Guardian FAQs Service Pack & Dot Release Guardian FAQs Information on Service Pack & Dot Release Guardian will also be published on the Intellectual Property web site: Resources>Intellectual Property Policy and Compliance Resources>Intellectual Property Policy and Compliance

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 23 Backup

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 24 Service Pack or Dot Release Publication Date of Service Pack or Dot Release Support End Date: 12/31/11 Service Pack or Dot Release Publication Date of Service Pack or Dot Release Support End Date: 12/31/11 Publication Date & SED Business Rules Examples 3 Different Publication Date Scenarios  Support End Date (SED) 12/31/11  Available Date of Service Packs or Dot Releases (12/31/11 or 1/31/12 or 3/15/12)  Publication Date of Service Packs or Dot Releases back dated by 60 days (10/31/11 or 11/31/11 or 1/15/12) The Support End Date (SED) is compared to the Publication Date of Service Pack or Dot Release. All Service Packs and Dot Releases are able to be installed by customer/partner with Publication Dates prior to SED. Publication Date is established by back dating Available Date of Service Pack and Dot release to provide a 60 day grace period for renewals. Able to Install Service Pack or Dot Release? 10/31/1111/31/111/15/12 Yes No Service Pack is blocked at installation Able to use Dot Release but will enter Display Error License Mode For 30 Days. On Day 31 Administrative privileges will be Disabled. Customer/partner will need to install previous version and saved translations.

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 25 Guardian Process Flow

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 26 Guardian Protection Process Steps 1.Customer / partner orders a license (purchasing new software, functionality, or service contract). 2.Order is pushed from Avaya order system (SAP) to through the middleware into PLDS and an entitlement is created in PLDS based on the SAP order information. 3.License Activation Code (LAC) confirmation is sent back to SAP. 4. is sent to the customer informing him or her that they can create their license file in PLDS by activating his or her product. This requires having the target product/system’s WebLM MAC address (where the license file is to be installed).. 5.Customer logs on to PLDS through Avaya portal and accepts software EULA 6.Activation validation rules are validated by Avaya plug-in (the plug-in into PLDS) and the license file is generated. The license file includes a Support End Date (SED) based on the customer’s support entitlements and the warranty end date. 7.The customer downloads the license and brings it to the product/system’s WebLM server for installation. 8.The customer can access and download the major release software based on their licensing entitlements, and can access and download patches, service packs, and dot releases based on their support entitlements. 9.When the customer installs a dot release or patch, a check is made by the Avaya application to insure the SED in the license file is on or after the publication date in the Avaya software.