Self Maintainer Offer Roadmap: COAM / Maintenance Assist Chris Peterson Senior Manager ACS Business Management © 2009 Avaya Inc. All rights reserved.

Self Maintainer Support Roadmap Support Advantage Self Maintainer Support Roadmap Description Enabling current Maintenance Assist (174) and COAM (36) clients who have developed internal technical expertise and monitoring tools to maintain their own systems as they upgrade, while receiving the right level of support from Avaya Services A part of the Avaya integrated roadmap, these legacy offers will be transitioned into the new Support Advantage model Social Media Advisory Services This service was developed for customers who: 1. See the value and opportunities that can come from Social Media interactions, but simply do not know how to get started. This service will help customers build awareness, identify stakeholders and establishing an initial plan for utilizing Social Media in their contact center. 2. Are handling Social Media in an ad hoc manner or via outsourcing and need help to build consistency of customer relationship / experience, scale, integration with existing channels within the contact center. The objective of this services is to: Establish a framework of processes and strategies to pioneer use of this new way of interacting with customers. Rapidly provide a high level business plan that shows Customers: * How Social Media tools and practices can provide benefits through real-time collection and action on Social Media interactions * How to define needs and actions for applying Social Media to their business for meeting strategic goals. Benefits Access to Intellectual Property- software patches and updates Remote 24x7 Technical support for SW and HW Access to web services and tools Improved support response times How it works Based on Standard SA Essential offer, or until Heritage Nortel availability blue FSD offers Customer must have two certified associates per product support Customer receives discount from NPL via special bid

Support Advantage Self Maintainer Support Target: Current Maintenance Assist and COAM Customers Remote 24x7 technical support for SW & HW Access to web services and tools SA Essential Wrapper Avaya Self Maintainer Customers Access to Intellectual Property Improved support response times Requirements: Customer must at least have two PA-Maintain certified associates per product/application supported Customer is expected to support T1-T2 themselves- Avaya provides T3-T4 support Pricing: 40% discount off NPL per product covered on SA Essential Annual contract term Applied via access to special bid Timeframes: In Limited Availability now Formally announced at the May IAUG conference