Release Management December, 2012

2 Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy. Technology Adoption Gap Increased Solution Functionality & Complexity Ability to Consume Functionality & Complexity Technology Adoption Gap Adoption optimizes the business value

3 Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy. 3 Delivering Premium Client Value Avaya Client Services is transforming how we meet clients’ needs from support to managed solutions Mitigate Risk Optimize Solution Performance Drive Business Value Reduce TCO

4 Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy. 4 Release Management Issues Application driven business communications solutions require that the software and firmware be maintained and current to maximize performance. To meet this requirement IT teams must extend resources resulting in increased:  Time – internal resources must be utilized to perform not only the load of the software update, but all the tasks that go along with it. The time alone could require a half to a full HC depending on the applications and size of the environment. –Monitor –Analyze –Plan (incl a back-out strategy) –Implement –Test  Risk – Anytime software or firmware is loaded into a complex environment there is a risk associated with it. –Conflicts –Improper installation –Bad SW/FW load  Cost – the actual cost of performing the task as well as the costs associated with maintaining tools and skill sets must be considered when customers determine they will maintain responsibility for keeping their SW/FW current.

5 Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy. 5 Release Management Offer The Avaya Release Management Offer covers the full breath of the Avaya product lines including the underlying Operating Systems. This means that the customer WILL NOT have to perform any of the tasks associated with properly caring for SW and FW patching. 1.Monitor SW manufacturer’s releases for updates. 2.Analyze manufacturer’s SW/FW release notes to understand the impact on specific customer’s environment including any potential conflicts with other applications. 3.Provide customer recommendation of whether the update is a benefit to current operating environment 4.Create a back out plan. Before any work is ever performed it is critical that a back out plan is created that ensures the last known “Good” configuration is stored incase an unwanted event does occur. 5.Schedule and then implement SW/FW Load. 6.Test the update to ensure it is performing as expected.

6 Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy. 6 Release Management Offer What is included? All Software updated associated with the customers current application environment.  Bug Fixes, Patches, Service Packs…any regular updates from the manufacturer in support of existing SW to fix known problems  “InRelease” software updates – AKA “dot releases” or “minor releases” (going form 5.1 to 5.2 of SW is covered)  Security Updates What is not included?  The software itself – the customer must have the SW entitlement covered by either SA Preferred or Managed Assist offer.  Any hardware upgrades that may be required to perform the SW update (this is pretty uncommon)  Major upgrades that are primarily meant to be feature functionality upgrades. (going from 5.x to 6.x SW is not covered and would be considered a separate project.) These type of upgrades can be supported but are considered separate projects and will be billed as such outside of the month per license Release Management charge.  On-Site Support – if on-site support is required the Product Correction Support (PCS) offer should be considered.

7 Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy. 7 Supported UC Products (examples – reference SDD for full list) Avaya BrandedNortel Branded Communication ManagerBusiness Communication Manager Aura MessagingMeridian Opt 11 Modular Messaging (incl MS OS) Meridian Opt 61/81 One-X Suite of productsCall Pilot VM Aura ConferencingCommunication Server 1000

8 Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy. 8 Supported CC Products (examples – reference SDD for full list) Managed Routing Avaya Aura CC Communication Manager CS1000 Managed Routing Servers for CS1000 Network Center Control Server Contact Center Server Managed Reporting Avaya Call Management System Avaya IQ Contact Center Administration Managed Self Service Voice Portal Experience Portal Proactive Outreach Manager Managed Administration Services AES ACCCM Managed Proactive Contact Services Avaya Proactive Contact Aura Workforce Optimization (WFO) WFO Workforce Management Contact Recording Quality Recording Application Server Management OS patching only Avaya one-X Agent ACE Text to Speech Server Application Servers WebLM Servers WFO Speech Analytics WFO Customer Feedback

9 Avaya – Confidential. Use pursuant to your signed agreement or Avaya policy. 9 Available Resources The Web  Updated Support Services Content (brochures, presentations, offer definition, playbook, reference guides, FAQ) –Enterprise Support - portalEnterprise Support –Support Advantage – portalSupport Advantage –Avaya.com – external facingAvaya.com  New & Updated Managed Services Content (brochure, presentation, offer definition, sales toolkit) –Operations Services – portalOperations Services –Avaya.com – external facingAvaya.com