Myron Duckens Services Account Manager Rest Easy With The Knowledge And Benefits Of Avaya Direct Delivered Maintenance for Nortel Products Myron Duckens Services Account Manager

Agenda Communications Support Environment Direct Client Maintenance Benefits Relationship Options Service Offer Components Value In Action The Avaya Difference © 2011 Avaya Inc. All rights reserved.

Communications Industry Network Support Environment Evolution in communications architecture increasing complexity of issue resolution TDM to IP Centralized to distributed core and edge architectures Device virtualization Heavy investment in product features & functions not accompanied with diagnostic capability investment “We have entered a very dynamic and challenging time for IT organizations… there is a clear need to extend ‘tech-to-tech’ support model to include direct ‘tech-to-user’ capabilities” IntelliCom Analytics Rapid Resolution And Predictive Diagnostics Need Greater Emphasis To Ensure Maximum Uptime Of Communication Solutions © 2011 Avaya Inc. All rights reserved.

Co-Delivery Maintenance Today Meridian 1, Communication Server 1000, CallPilot, CC, BCM, Data Avaya Support Provided to Partner Backup support for your manufacturer Access to the latest patches Partner training and accreditation This is a good model, strong partners providing support backed by Avaya training and Level three support including patches. But there could be an even better model. Going from good to great! Maintain the relationship with a partner you know and trust Address all of your equipment & solution purchasing needs Client Partner © 2011 Avaya Inc. All rights reserved.

Avaya Direct Delivered Maintenance Offers Meridian 1, Communication Server 1000, CallPilot, CC, BCM, Data Delivering Direct Manufacturer Support to Clients Expert support from your manufacturer Single point of contact for billing and technical support Optional real-time monitoring Access to the latest technology Certified Parts First – what are we talking about !! Direct support from the experts – The people who built your systems This is a great model. Client Maintain the relationship with a partner you know and trust Address all of your equipment & solution purchasing needs Partner © 2011 Avaya Inc. All rights reserved.

Client Relationship Choice Options For Sourcing Avaya Direct Delivered Maintenance Preferred Relationships Direct Retail (US only) Wholesale/Resell (Express) Sales responsibility Avaya Partner Client Billing Account relationship for future purchases, products, and solutions Client calls for support Support delivered directly to client by Standard and Aligned List Pricing Across ALL Three Models - MSRP © 2011 Avaya Inc. All rights reserved.

The Avaya Direct Delivered Support Difference Direct manufacturer global solution support with initial service request, no intermediate support steps Total solution support, globally Single support contact number Manufacturer technical support Onsite service support* Advanced Parts Replacement with certified Avaya parts* Emergency Recovery 24/7 direct access to certified Avaya engineers 15 + years of delivering support directly to clients Direct manufacturer support ensures quality of services for both software and hardware Access to direct manufacturer for geographically dispersed accounts Utilize Avaya remote monitoring tool sets Holistic support capabilities enable quicker resolution to all issues through direct vendor access Improves efficiency of customer systems Reduces total cost of ownership System alarms provide immediate service restoration activities Software Release Service Improves system performance, reliability and stability * Check for country specific availability © 2011 Avaya Inc. All rights reserved.

Emergency Recovery Your Lifeline When Business Critical Outages Occur Avaya Emergency Recovery (ER) delivers maximum uptime through world class restoration services globally: Direct access to 7x24 follow the sun, dedicated ER teams Specially trained expert diagnosis / resolution ER teams Continuous lab recreations of outages result in reduced resolution time Result: team behavior of rapid service restoration not troubleshooting Infrastructure + staff designed to maximize service availability and restore outages in 30 minutes or less Our Mission Critical Support model has generated significant results since 2007 Outages Restored 94% Faster Outage Restoration Averages 38 minutes Executive Escalations Decreased by 94% 93% of Clients Provide Positive Feedback After Outage Avaya’s Emergency Recovery ensures maximum availability of our client’s business critical networks. © 2011 Avaya Inc. All rights reserved.

Avaya Direct Delivered Maintenance Offers Options To Meet Your Specific Needs Base Service Offers Remote Technical Support 24x7x365 remote technical support via phone or web Avaya Emergency Recovery Service Replacement Parts* Replacement of Avaya Field Replaceable Units with Avaya certified parts Premium Service Offers Remote Monitoring Automatic notification of system generated alarms to Avaya support personnel Leverages VPN connection and a site event buffer Software Release Subscription Dedicated On-Site Technician Remote and On-Site MACs Offered in 10 hour blocks of hours Free block of hours with FSD contract Plus Service Offers On-Site Technician Dispatch* Trouble shooting if necessary On-site install of replacement parts Products** Meridian 1, CS1000 / SMG, CallPilot, Contact, Center, Business Communication Manager/SRG, Data Networking Response Options for Parts & On-Site Next Business Day (NBD) Same Business Day (SBD) 8x5 24x7x4 hours * Check for local availability ** Note – Offer options/SLAs depend on Release © 2011 Avaya Inc. All rights reserved.

Support Availability by Region US Canada Germany Ireland United Kingdom Rest of World 24/7 Remote Support √ Parts Replacement Country Dependent Onsite Support Remote Monitoring MACs Remote MACs only X Online tools

Avaya Support Experience & Assets Scalability – Avaya > 28M voice Meridian/CS 1000 users/ports supported > 10M CallPilot users/ports supported > 600K Call Center users supported > 500K managed voice ports in the CS1000 client base Reach 240+ parts depots globally including 140+ in US Existing local field technicians specializing in CS1000 solutions 450+ in US, average 20 years of PBX support experience 3 NOCs covering the globe 24/7 Immediate access to tech support 80% of critical restorations achieved in less than 30 minutes Online Tools for Ease of Maintenance © 2011 Avaya Inc. All rights reserved.

Industry-Recognized Quality of Service Access to award winning support for all maintenance client 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 BEST PRACTICES 2010 Maintained 3rd year in a row after hNES solution support added Hall of Fame Award Recognition for Lifetime Achievement for Outstanding 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 2000 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 1J.D. Power and Associates 2011 Certified Technology Service & Support ProgramSM, developed in conjunction with Technology Services Industry Associates (TSIA). For more information, visit www.jdpower.com or www.tsia.com 12

Value in Action Large State Healthcare Provider Sold by Avaya sales team and a partner Problem Disparate maintenance providers across 16 sites Inconsistent support, varying costs and SLAs Solution Avaya Full Service Delivery Maintenance Client Value Single maintenance provider Direct/immediate access to Avaya Consistent SLA across all sites Predictable Costs Projected 15%+ savings © 2011 Avaya Inc. All rights reserved. © 2011 Avaya Inc.

Delivering Value for Clients Industry Leadership & Market Share  Delivering value for customers with access to direct manufacturer support Consistent Quality Services  Award-Winning Support Services  24x7 remote technical support for both hardware and software solutions Easy access to comprehensive online tools and services Support coverage for your entire geographic presence Rely on the knowledge and reliability of Avaya Maintain existing partner relationships Quicker resolution to all issues through direct access Improved efficiency of systems Reduced total cost of ownership Market leading support from a multiple-award winning support service provider Direct manufacturer support ensures quality of services for both software and hardware Easy to Access Resources & Tools  © 2011 Avaya Inc. All rights reserved.

Questions ? Myron Duckens 949-225-5528 duckens@avaya.com Contact Your Avaya Business Partner and/or Call Avaya Today for More Information 1-888-553-2255 Questions ? Myron Duckens 949-225-5528 duckens@avaya.com © 2011 Avaya Inc. All rights reserved.

Support Feature List CS1000, CallPilot and Meridian 1 Support Service Feature or Capability 24x7 Remote Technical Support Avaya Certified Field Technical Support Avaya Regional Service Engineers Access to Tier IV Support Critical Account Program – Escalation Management World Class Avaya Parts Support Automated Fault Screening Software Release Maintenance / Subscription Support: Extended Value Pricing Industry Recognized Service While You Where Sleeping 2.0 Customer Value Report Customer Support Guide Secure Remote Access Consistent Offer Policies Simplified Billing and Renewals Service Feature or Capability Customer eSupport Tools (web services) Proactive Case Status Alerts eNotifications of SW Patches/Updates/Product Corrections Legal Access to SW Patches Legal Access to SW Updates Proactive Notification of Patch Availability Avaya Support Forums – Community Technical Support Access to Industry Recognized Technical Knowledge Base (Insite) Access to Advanced Service Offers Monitoring Single Point of Contact Remote Move Add and Change Services Client Service Manager Agency for Public Switched Telephony Network InSite Knowledge Base – over 100,000 documents on Avaya products and solutions Moderated Forums for partners and customers to share ideas and workarounds eNotifications providing live news of released product patches and software (register here) Information about outstanding support cases from “Case Status Alerts” While You Were Sleeping – a set of reports that show Avaya support performance and customer cost savings. Talk to your account manager about getting a report.