Next Generation Support Services Overview Bob Vissat Services Business Director

© 2011 Avaya Inc. All rights reserved. 22 Agenda  Enhancing the Client Support Services Experience  The Evolution of Avaya Support  Next Generation Support Services –Solution-focused Delivery –Robust Diagnostic Services –Accelerated Recovery Services –Improved Online Services  The Value of Next Generation Support Services

© 2011 Avaya Inc. All rights reserved. 33 Enhancing the Client Support Services Experience What we’ve heard directly from you… Improving the overall Avaya services experience based on your feedback, surveys and forums... What we can do for you Avaya Next Generation Support Services “Recent economic factors have challenged my business. I need to migrate my systems to the latest technologies with fewer financial and technical resources.” “I want to transition my dedicated systems to highly distributed systems across the core, edge and cloud” “System reliability and uptime are critical to our communications strategy and operations” “The multiple products and applications in my environment make it hard to quickly identify and resolve issues” “I need fast and easy access to information, tools and solution expertise”

© 2011 Avaya Inc. All rights reserved. 44 Yesterday’s support The Evolution of Avaya Service Delivery Advancing our services methodologies and technologies Support for today and the future…  Support was designed around deep but silo’d expertise  Focused on individual applications and products Yesterday’s support… Solution Expertise Voice Video Desktop Routing Voice Video Routing Agent Desktop Product Support  Evolving our approach by providing a solution-focused support model  Reinforcing with expanded knowledge- base of heterogeneous environments

© 2011 Avaya Inc. All rights reserved. 5 Next Generation Support Services Robust Diagnostic Services  Driven by solution and product diagnostics and the new Center of Diagnostic Sciences Robust Diagnostic Services  Driven by solution and product diagnostics and the new Center of Diagnostic Sciences Accelerated Recovery Services  Empowered by the expansion of the Emergency Recovery services organization Accelerated Recovery Services  Empowered by the expansion of the Emergency Recovery services organization Solution Focused Delivery  Achieved with system/process improvements and innovative training strategies Solution Focused Delivery  Achieved with system/process improvements and innovative training strategies Improved Online Services  Enhanced, easy to use web tools and on-line knowledge-base Improved Online Services  Enhanced, easy to use web tools and on-line knowledge-base Enabling superior service with a solution-focused and collaborative support experience

© 2011 Avaya Inc. All rights reserved. 6 “The multiple products and applications in my environment make it hard to quickly identify and resolve issues” Solution-focused Delivery

© 2011 Avaya Inc. All rights reserved. 7 Avaya – Proprietary & Confidential Equipping our support service teams to better serve you by improving cross-team collaboration and increasing solution knowledge  Evolving the focus of services delivery around solution support  Enhancing solution expertise with improved training and organization  Enhancing service request resolution through collaboration to help ensure timely resolution of service requests  Driving seamless support with improved client interface through singular support team accountability and ownership Solution-focused Delivery Reduced time to resolution and seamless support experience Solution Expertise

© 2011 Avaya Inc. All rights reserved. 8 Avaya – Proprietary & Confidential Solution-focused Support Teams Redefining our approach to delivering support services Providing a faster, more efficient support service experience based on solution-focused and collaborative support delivery What is solution- focused delivery?  Technical specialists and service associates trained in full solution skills, not just products  Leveraging collaboration among product and support experts to quickly identify and resolve issues How does the process work?  Client service requests are assigned to teams based on: ̶ Solution/product expertise ̶ Certifications ̶ Client knowledge ̶ Geography and language  Support team will own a request from first contact through resolution What are the benefits moving forward?  Provides consistent and seamless service request process with singular support team ownership  Enhances support of complex environments  Improving process efficiencies reducing client intervention

© 2011 Avaya Inc. All rights reserved. 9 “I want to transition my dedicated systems to highly distributed systems across the core, edge, and cloud” Robust Diagnostic Services

© 2011 Avaya Inc. All rights reserved. 10 Avaya – Proprietary & Confidential Robust Diagnostic Services Revolutionary diagnostics supporting complex communications Leading-edge Diagnostics Redefining our serviceability design approach to reflect changing client needs and adoption of emerging technologies  Improving client satisfaction by increasing system efficiencies and communications reliability through: ̶ Improved resolution times ̶ Innovative tools and diagnostics methodologies ̶ Holistic, solution-level issue resolution, not just product

© 2011 Avaya Inc. All rights reserved. 11 Avaya – Proprietary & Confidential Center of Diagnostic Sciences Supporting the transition to next generation technologies Delivering more value with defined innovative diagnostics embedded in products and solutions to better support changing needs Solution Based Diagnostics Addressing heterogeneous dispersed environments with built-in solution based diagnostics and serviceability delivering holistic and intelligent detection and resolution of issues Proactive Product Diagnostics Embedding diagnostics and serviceability architecture into products to speed the identification and remediation of issues by proactively eliminating them before they happen Tools and Automation Maximizing uptime of communications systems with improved tools that enhance clients’ ability to proactively diagnose and easily resolve issues without involvement of live support Seamless Support Experience Improving supportability of our products and solutions with remote service, simplified troubleshooting processes and proactive notification of a possible problem before it occurs

© 2011 Avaya Inc. All rights reserved. 12 “System reliability and uptime are critical to our communications strategy and operations” Accelerated Recovery Services

© 2011 Avaya Inc. All rights reserved. 13 Avaya – Proprietary & Confidential Accelerated Recovery Services Improving performance of mission critical networks  Restoring service interruptions with innovative processes and technologies providing leading-edge: ̶ Outage recovery services ̶ Regional off-hours support ̶ Proactive support monitoring  Award-winning service and restoration rates  Expanding the coverage of recovery services more broadly across the Avaya solutions portfolio Increasing the reliability and uptime of complex environments for system outages that require an Emergency Recovery services team Emergency Recovery services Outages restored 91% faster with support of Emergency Recovery support team 91 % faster

© 2011 Avaya Inc. All rights reserved. 14 Avaya – Proprietary & Confidential Specialized technical teams supporting complex heterogeneous networks, improving system uptime and system efficiencies Emergency Recovery services Support teams dedicated to restoring service 24x7x365  Transforming our client’s experience with significant improvements to our recovery capabilities via: ̶ People ̶ Processes ̶ Partnerships ̶ Technology  Emergency Recovery services teams will work to restore interruptions of service to voice and data communication systems globally Emergency Recovery services at Avaya:  Restoration is more than a process - it's our passion  Laser focused services driven by best-practices  Acute attention to the clock at the moment of truth

© 2011 Avaya Inc. All rights reserved. 15 Improved Online Services “I need fast and easy access to information, tools and solution expertise”

© 2011 Avaya Inc. All rights reserved. 16 Avaya – Proprietary & Confidential Improved Online Services Easy to use online resources, tools and knowledgebase  Improved user experience with redesigned interface for easier usability, and enhanced search engine for more reliable and faster results  End-to-end network view of product and solution performance with Operations Intelligence Suite (OIS)  Access to an extensive technical knowledgebase anytime, anywhere for fast 24x7 effective resolution of issues  Expedited access to live support Enabling a better service experience with online resources and tools eSupport Capabilities

© 2011 Avaya Inc. All rights reserved. 17 Avaya – Proprietary & Confidential Operations Intelligence Suite (OIS) Web-based access and end-to-end network visibility  End-to-end network view of product and solution performance with single web portal ̶ Real time incident alerts, notifications and system status updates ̶ Up to date product and solution information for easier lifecycle management  Easy access to web-based tools that provide system diagnostics and simplify taking action  Customizable network performance reports

© 2011 Avaya Inc. All rights reserved. 18 The New Support Services Experience Making investments for the future… Evolving to the new standard in support services based on your feedback and changing business needs... Earning your trust and loyalty Avaya Next Generation Support Services Delivering a solution-focused, collaborative and seamless support experience Enabling more resilient and effective environments with proactive product and solution diagnostics Leading-edge outage recovery services for global mission critical networks 24x7x365 Solution-focused support teams with deep industry knowledge and solution expertise Enhanced online services providing easy access to information and solution experts

20 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Industry-Recognized Quality of Service Best Customer Commitment Award in 2010 Best Knowledge Management Practices Award in 2009 and 2010 Best Service Delivery Optimization Award in 2010 Best Automation Vendor in J.D. Power and Associates 2011 Certified Technology Service & Support Program SM, developed in conjunction with Technology Services Industry Associates (TSIA). For more information, visit or J.D. Power and Associates Certification For 3 years in a row, Avaya has been recognized by J.D. Power and Associates for “Providing An Outstanding Customer Experience” Hall of Fame Award Recognition for Lifetime Achievement for Outstanding Service Excellence in Service Operations Support Awards for 2009 and 2010 in NA, 2011 Globally Awarded for exceptional processes and support delivery Excellence in Continual Improvement Award in 2010 Excellence in Mission Critical Support, Software Award in 2010 HALL OF FAMEBEST PRACTICES 2010 Access to award winning support for all maintenance customers