© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Software Support and Hardware Maintenance

© 2007 Avaya Inc. All rights reserved. 2 The Value in Business Communications Technology Is Clearly Shifting Towards Software… 30% 25% 20% 15% 10% 5% 0% Software Spend as % IT Hardware Spend as % IT Increased end-user effectiveness and empowerment Tight integration between communication applications and core business processes Application customization and verticalization Personalization of end-user applications Decreasing hardware costs Increased end-user effectiveness and empowerment Tight integration between communication applications and core business processes Application customization and verticalization Personalization of end-user applications Decreasing hardware costs Software is fundamental to Intelligent Communications “The hardware-centric view of the telephony world today is likely to metamorphosize into a software-centric view over the next decade” IDC, June 2006

© 2007 Avaya Inc. All rights reserved. 3 Why Are Avaya Maintenance Support Offers Changing? Provide improved investment protection for customers’ critical software applications, together with substantial savings on Software Upgrades Ensure that your company will have access to Avaya’s future roadmap of technology advancements and application integration capabilities for keeping ahead of your competition – a key benefit for businesses with SIP and SOA environments Offer customers greater flexibility by providing separate offers for Software Support and Hardware Maintenance Simplify offer structure to make it easier to understand and purchase Provide a consistent approach to pricing across all Avaya Applications Ensure delivery of fully standardized global maintenance support Provide improved investment protection for customers’ critical software applications, together with substantial savings on Software Upgrades Ensure that your company will have access to Avaya’s future roadmap of technology advancements and application integration capabilities for keeping ahead of your competition – a key benefit for businesses with SIP and SOA environments Offer customers greater flexibility by providing separate offers for Software Support and Hardware Maintenance Simplify offer structure to make it easier to understand and purchase Provide a consistent approach to pricing across all Avaya Applications Ensure delivery of fully standardized global maintenance support

© 2007 Avaya Inc. All rights reserved. 4 IP Support Services provides support for converged environments to isolate problems Software Release Management provides proactive support in maintaining solutions on the latest updates Enhanced Remote Services provides premium level support for technical and agency single point of contact Software Support from Avaya includes 24x7 remote support of all Avaya software solutions Software Support Plus Upgrades includes a 3-year upgrade subscription Hardware Maintenance provides proactive and preventive alarming and 98% remote resolution Support for Software Support for Overall Network Management of Complex Environments Migration Services provides complete management and services integration of migrations from TDM to IP Ongoing Management for customers with large, diverse and complex environments Services Continuum for Ongoing Support Holistic and Flexible Support Options Focus of Today’s Discussion

© 2007 Avaya Inc. All rights reserved. 5 The New Maintenance Offers Unbundle Software and Hardware Support Traditional Approach Full Coverage Remote + Parts Remote-only Maintenance Assist Time & Materials New Simplified Approach Software-focused Support Hardware-focused Support Hardware and Software Coverage Bundled Inconsistent Globally and by Channel SW Support + Upgrades SW Support On-site HW Labor / Parts Remote HW + APR Parts Remote-only HW Support Proactive IP Support Service (IPSS) + Hardware and Software Coverage Unbundled Globally consistent; supports all Channels Proactive IP Support is key to caring for converged network coverage and requires Software Support and Hardware Maintenance

© 2007 Avaya Inc. All rights reserved. 6 Avaya Software Support Offer includes: Expert 24x7 Remote Support for Major Software Problems – eliminating unanticipated out-of-hours troubleshooting expense Minor software releases, security and service pack updates to keep voice systems secure, available and reliable Easy web-based access to Troubleshooting Guides and Documentation Avaya Software Support Options By adding Avaya Software Support Plus Upgrades, your business will also receive: All major releases for the covered software application for 3 years – ensuring that your business is benefiting from the latest enhancements in application feature functionality as well as substantial cost savings –Major upgrades for Communication Manager (CM), Call Center (CC) and Unified Communications (UC) are typically released every 12 to 18 months Quarterly or 3-year prepaid options available to accommodate your business planning cycles.

© 2007 Avaya Inc. All rights reserved. 7 Software Support Options Software media replacement Access to self-help website/new InSite Knowledge Management Tools and Technical Documentation Ability to purchase Hardware Maintenance Ticket creation via the web Remote software solution support phone-based assistance * Access to on-line software patches Access to minor releases with new feature functionality Software Support 24x7 Software Support Plus Upgrades 24x7 Service Benefits Upgrades to major releases (Software Upgrade Protection Plan) * Out of Hours support for Major Troubles

© 2007 Avaya Inc. All rights reserved. 8 Avaya Hardware Maintenance Support Options Avaya Remote Hardware Maintenance Support offers your business: All system firmware upgrades 24x7 Remote Technical and Helpline Support for major troubles EXPERT Systems SM monitoring, diagnostics and resolution for your voice network hardware elements Remote Hardware Support with Advance Replacement Parts ensures hardware replacement parts are delivered the next business day On-Site Hardware Maintenance offers direct technician support at your company’s locations on a 8x5 or 24x7 basis “Business leaders tell us that while reducing operational expense is always a welcome benefit, the ultimate measure of value from maintenance support is ensuring total communications availability. Avaya’s combination of software and hardware support backed by EXPERT Systems represents a ‘Gold Standard of Protection’ in the industry.” - Bruce Clark, Partner, Intellicom Analytics

© 2007 Avaya Inc. All rights reserved. 9 On-site hardware support of equipment replacement and operating system notices (hours are contingent on the option selected -- 8x5 or 24x7) Preventive maintenance EXPERT Systems SM Monitoring Available 24x7 Available 24x7 for major troubles Hardware remote technical support assistance Ticket creation via the web Access to Avaya self-help website On-line access to firmware fixes If a dispatch is not required– parts will be shipped next business day Shipped next business day Hardware replacement parts Hardware maintenance billing starts Day 366 (as the Warranty period ends ) Software support coverage is required to purchase Hardware Maintenance On-Site Hardware Maintenance (8x5 or 24x7) Remote Hardware Support with Advance Parts Replacement (24x7) Remote Hardware Support (24x7) Service Benefits Key Features and Options of Avaya Hardware Maintenance

© 2007 Avaya Inc. All rights reserved. 10 Avaya Software Support and Hardware Maintenance A Summary of Business Benefits Reduce risk of outage- related revenue and productivity loss Ensure that your business has immediate access to all key network security enhancements Reduce risk - don’t force your customers to go to the competitor due to lack of availability or poor network performance Upgrade protection and future-proofing with upgrade subscription Access latest patches and fixes Leverage Avaya’s best- in-class tools like InSITE Knowledge Management and the IPSS Customer Portal Peak Performance and Availability Access Latest Features and Functionality Reduce Total Cost of Ownership Save on upgrade costs Eliminate budget uncertainty associated with unexpected time and materials support Lower/eliminate in- house investment for monitoring, diagnostic and restoration tools and specialists

© 2007 Avaya Inc. All rights reserved. 11 In an August 2007 Study of the Top Global Converged Solutions Providers, technology research firm IntelliCom Analytics found Avaya to be… Competitively Differentiated “When we compare providers, we look at many factors that directly contribute to delivering higher levels of customer value. Of all the major providers, Avaya garnered top scores in the performance of their solutions, as well as in ease of deployment and the ability to customize to the needs of individual enterprises. Add to that their end-to-end global servicing capabilities and world-class support tools and you’ve got a value proposition that is tough to beat.” Bruce Clark, Partner, IntelliCom Analytics All Support Providers Are Not Created Equal

© 2007 Avaya Inc. All rights reserved. 12 Avaya Global Services At A Glance Global Footprint with 28 Support Centers, operating in 16 languages More than 1 million customers, including over 90% of the Fortune 500 Outpacing growth of the Professional and Support Services Industry Over 30 years of industry-leading experience 2,500 BusinessPartners and over 6,000 approved ISVs and technology partners 6,500+ services professionals supporting customers in 93 countries Hiring and/or upskilling of almost 2,000 services experts since 2005 Complete Services offerings, fully integrated with Avaya Products Market Leader in Software Support and Hardware Maintenance Largest Professional Services team focused on Intelligent Communications

© 2007 Avaya Inc. All rights reserved. 13 © 2007 Avaya Inc. All rights reserved.