1. Support Advantage Overview Bob Vissat Services Business Director

2. 2 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Introducing Support Advantage  Radically simpler offer  Simplified invoicing and renewals  Globally consistent  Simple legacy transition Value Simplicity Intellectual Property  Differentiate Services through Intellectual Property (IP)  Protect patches, firmware updates and tools from unauthorized use  Enforce IP policies  Compelling TCO  Differentiated value to customer  Aligned with Industry Trends

3. 3 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 3 Open layered enterprise application environments Virtual and ubiquitous Multi-vendor Avaya Aura™ Modular & flexible support offers Full solution support with hardware and software Align offer to industry standards Global consistency Avaya Support Advantage Support Advantage delivers more value and capabilities than previous support maintenance offers Support Advantage: Addressing Your Needs

4. 4 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Support Advantage is the maintenance offer on new & upgrade product sales for all SA eligible products only Will honor all active pre-Support Advantage contracts as long as customer owns the equipment or license (new product or upgrades require Support Advantage coverage)  Does not apply to SME, OEM, CS1000, CallPilot and Meridian 1  CS1000, CallPilot and Meridian 1 transition to analogous offer in 2011-12 Key Support Advantage Transition Policies

5. 5 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. New Enterprise Products All Software Support Eligible Products (examples):  Communication Manager 5.0 +  Modular Messaging 3.1+  Call Center 5.0+  Other Solutions covered under Software Support New Product Releases  Check for applicable products at: http://support.avaya.com/support_advantage http://support.avaya.com/support_advantage Eligible Avaya Enterprise Products at Support Advantage GA

6. 6 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Pre-SSI releases (examples):  DEFINITY  Communication Manager R1– 4  INTUITY Audix  Call Center R1-4  CMS R1-16.2 Renew existing maintenance until customer upgrades to an Avaya Support Advantage eligible product Other Enterprise Products (examples):  CS1K  Call Pilot  Contact Center  Data Products Continue with existing maintenance (i.e. PASS), or take advantage of new offers (i.e. Full Service Delivery) SME Solutions:  IP Office  Partner ACS Support by partner through the SME Technical Support OEM Products:  UPS  Nuance  Witness  Polycom  Juniper Use or renew existing maintenance offer Products Not Migrating at Support Advantage GA Products Not Migrating

7. 7 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Top Business Issues and Problems Customers require support for complex communications  Complicated infrastructures and improper support systems  Difficult to quickly resolve issues in integrated environments Customers require support for complex communications  Complicated infrastructures and improper support systems  Difficult to quickly resolve issues in integrated environments Technical Capabilities Customers require products + services to have attractive TCO  Do more with less  Require flexibility to ensure proper coverage and meet budgets Customers require products + services to have attractive TCO  Do more with less  Require flexibility to ensure proper coverage and meet budgets Lower TCO Customers require business continuity  Fast and easy access to product support and resources  Quick access to information about where problems occur Customers require business continuity  Fast and easy access to product support and resources  Quick access to information about where problems occur Business Productivity

8. 8 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Benefits of Support Advantag e Designed to support complex solutions  Provide more value with integrated holistic support  Remote hardware and software support included in all offers  Parts next business day* provided (where geographically available) Designed to support complex solutions  Provide more value with integrated holistic support  Remote hardware and software support included in all offers  Parts next business day* provided (where geographically available) Technical Capabilities Provides a lower product and services TCO than competitors  On average lower 3 year TCO over the competition for Net New  Lower installed first cost for Net New sales Provides a lower product and services TCO than competitors  On average lower 3 year TCO over the competition for Net New  Lower installed first cost for Net New sales Lower TCO Maximizes your solution uptime with innovative technology  Up to 85% faster response times via web ticketing  Proactive alert of alarms related to PSTN facilities and systems  Easy access to IP, engineers, monitoring, and web-based tools Maximizes your solution uptime with innovative technology  Up to 85% faster response times via web ticketing  Proactive alert of alarms related to PSTN facilities and systems  Easy access to IP, engineers, monitoring, and web-based tools Business Productivity *Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available

9. 9 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. All Support Advantage Offers:  Global offer with consistent policies  Simplified per license/server/gateway pricing  Expanded and flexible software upgrade subscription, Upgrade Advantage, available with Essential or Preferred  Build support coverage with additional Onsite and Terminal Replacement options with either Essential or Preferred  Preferred Support has all Essential entitlements plus includes monitoring and quicker response  Required minimum level of support: Essential Support and Parts Next Business Day  6 month transitional period for parts* Support Advantage Features Overview Minimum required attach Recommended Package * Does not apply to CALA and APAC Essential Requires Parts Preferred Requires Parts Upgrade Advantage Onsite Advanced Services Options Parts

10. 10 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Support Advantage Feature Details Minimum Level of Support Required: Parts  Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available Essential Support Remote Hardware Support  24x7 Remote technical assist  2 hour major response time  Firmware updates Remote Software Support  24x7 Remote technical assist  2 hour major response time  Software updates  Web Services Upgrade Advantage Software Subscription Preferred Support  Proactive remote monitoring with EXPERT Systems SM  Alarm resolution  Off-Board alarm notification- PSTN  15 minute major response times with web cases  Secure Access Link (SAL) Policy Server Advanced Services  Software Release Maintenance  Remote Backup  Enhanced Monitoring  Other additional Services Onsite with Additional Parts Options Additional parts options:  8x5x4 (where available)  24x7x4 (where available) *4 hours or better for critical out of service/majors (Sev. 1 or 2) if the site is located in the U.S. or is included in the Country Availability and Major Cities addendum Minimum required attach Recommended Package Essential Requires Parts Preferred Requires Parts Upgrade Advantage Onsite Advanced Services Options Parts Onsite:  8x5  24x7* Terminal Replacement  NBD

11. 11 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Four Steps to Customizing Support Advantage Coverage Choose from Advanced Services: 3 Choose Upgrade Advantage 4 11 Preferred Requires Parts Upgrade Advantage Onsite Essential Requires Parts *6-month transition period for minimum parts requirement of NBD for US, Canada and EMEA following GA. Parts NBD is already required by policy in APAC and CALA. Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available. Advanced Services Options Parts Select Parts or Onsite Support: A. Parts NBD* B. Parts 8x5x4 C. Parts 24x7x4 D. Onsite 8x5 (includes Parts Coverage) E. Onsite 24x7 (includes Parts Coverage) 2 Select Core Support Coverage: A. Preferred B. Essential 1 ̶ Software Release Maintenance ̶ Remote Back-Up Admin ̶ Product Correction Support ̶ Client Service Manager ̶ Enhanced Monitoring ̶ Single Point of Contact ̶ Agency Carrier ̶ Terminal Replacement

12. 12 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Support Advantage Pricing Price List Price Glob al Price List  1 1 2 2 3 3 # of license server/gateway  Support pricing and discounting will not be tied to product  Pricing will vary depending on configuration * Discounted with software MPG Support Advantage pricing is simple and globally consistent OfferPricingAvailable With Essential Solution SupportPer LicenseEssential Support Preferred Solution SupportPer LicensePreferred Support Upgrade AdvantagePer License*Essential & Preferred Support Parts & Onsite SupportPer Server/ GatewayEssential & Preferred Support

13. 13 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.  Globally consistent remote hardware and software support included in all support offers  Simple pricing and invoicing  24x7 access to web resources and remote technical support  Menu of service offers aligned with customer needs  Experience award-winning services and support - recognized by 13 separate industry awards  Co-termination of contracts at system level  Synchronized billing for multi-year coverage** With Preferred Support:  Up to 85% faster response times via web ticketing  Proactive alert of alarms related to PSTN facilities  Monitoring and proactive issue resolution with EXPERT Systems SM  High-speed secure connectivity with centralized management  99% resolution of system generated alarms without dispatch  20% average faster resolution *Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available ** Synchronized billing will be available at a date to be determined, following GA, Flexibility & Simplicity Immediacy Enhancing Customer Value through Support Advantage Immediacy

14. 14 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Support Advantage Details

15. 15 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. What’s Changing with Support Advantage? New Offer Elements  Holistic remote hardware and software support in Essential Support  Essential Support and Parts Next Business Day (NBD)* is required minimum attach  Pricing independent from product pricing  Co-termination within a system Support Advantage is the maintenance model for new sales and upgrades* Contract & Billing Policies  Standard contract lengths are 1 and 3 year(s)  Day 1 billing  Re-initiation fee 30 days after contract expiration *Does not apply to SME or OEM products. CS1000, CallPilot and Meridian 1 will transition over time to analogous offer. ** 6 month transitional period for US, Canada and EMEA.

16. 16 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. What is it?  24x7 remote technical support for software and hardware  Does not include monitoring  Access to Intellectual Property (software and firmware updates)  Web services  Improved response times*: ̶ Critical Total Out of Service: <1 hour response ̶ Majors: <2 hours response *(Response Time = Receipt to First Contact, Question/Information Request: < 8 business hours) Avaya will respond to minor alarms during standard business hours Target Audience  Customers who have developed their own monitoring tools and have skilled resources available Essential Support Preferred Requires Parts Upgrade Advantage Onsite Essential Requires Parts Advanced Services Options Parts

17. 17 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. What is it? Includes Essential Support, plus: Advanced remote 24x7 issue identification and resolution for hardware and software ̶ EXPERT Systems SM remote monitoring and advanced secure connectivity ̶ Up to 85% faster response times than Essential Support ̶ Off board alarm notification for PSTN facilities ̶ 99% of alarms resolved with automated tools and remote Avaya expertise often before customer notices  Web case priority routing ̶ Critical and Majors: <15 min. response for web cases (Response Time = Receipt to First Contact, Question/Information Request: < 8 business hours) Avaya will respond to minor alarms during standard business hours Target Audience  Customers that require priority response and need to leverage Avaya’s monitoring capabilities for issue resolution Preferred Support Best Value Preferred Requires Parts Upgrade Advantage Onsite Essential Requires Parts Advanced Services Options Parts

18. 18 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Parts Next Business Day (NBD)  Customer must purchase Parts NBD*  Parts replacement on a next business day basis of any covered part that Avaya determines to be inoperative will be shipped for next day delivery (where available) ̶ Access to over 3,200 unique replacement parts ̶ 250 material handling locations in 43 countries ̶ Support s over 10,000 SKU’s ̶ 500,000 units shipped annually Additional Parts Options  Additional expedited delivery options where available: ̶ 8x5x4 Parts and 24x7x4 Parts ̶ Critical parts are delivered by courier Terminal Replacement  Provides next business day delivery (NBD) for replacement of defective terminals  Requires Essential/Preferred (with Parts NBD), or Essential/Preferred with Onsite Support Parts & Terminal Replacement Essential Preferred Requires Parts Upgrade Advantage Onsite Essential Requires Parts Advanced Services Options Parts *6-month transition is only for US, Canada and EMEA. Parts NBD is required by policy in APAC and CALA. Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available

19. 19 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Onsite Avaya will dispatch a technician to the customer site for trouble resolution and/or parts replacement  Includes replacement of critical parts  2 delivery options available: ̶ 8x5 hours ̶ 24x7 hours*  Geographically dependent Target Audience  Customers that require support coverage and onsite expertise from Avaya engineers Onsite Essential *4 hours or better for critical out of service/majors (Sev. 1 or 2) if the site is located in the U.S. or is included in the Country Availability and Major Cities addendum Preferred Requires Parts Upgrade Advantage Onsite Essential Requires Parts Advanced Services Options Parts

20. 20 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. What is it?  A variety of value added services that can be added to maintenance  Available with Essential or Preferred (based on regional and application availability): ̶ Software Release Maintenance ̶ Product Correction Support (also requires Onsite) ̶ Client Service Manager  Available with Preferred Support only (based on regional availability): ̶ Single Point of Contact ̶ Agency Carrier ̶ Remote Back-Up Administration ̶ Enhanced Monitoring Target Audience  Customers who have additional support needs and require external technical expertise and resources Advanced Services Essential Preferred Requires Parts Upgrade Advantage Onsite Essential Requires Parts Advanced Services Options Parts

21. 21 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. What is it?  Available with either Essential or Preferred Support  Subscription to major software upgrades  Major Releases are identified by the first digit of the release number: ̶ 5.x.x (which signifies release 5) ̶ 6.x.x (which signifies release 6) Target Audience:  Customers looking for economical access to Avaya’s innovation Upgrade Advantage Essential Preferred Requires Parts Upgrade Advantage Onsite Essential Requires Parts Advanced Services Options Parts

22. 22 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Advanced Services 22 ServiceFeaturesAvailableOffered Software Release Maintenance  Provides formal notification of product updates  Assess benefits, risks and impacts to the customer EssentialPreferredGlobally Product Correction Support  Provides onsite support to implement software, firmware, operating system service packs  Requires Onsite Support Services EssentialPreferred North America Client Service Manager  Serves as the customers “24x7 trusted advisor”  Handles service escalations and support planning EssentialPreferredGlobally Single Point of Contact  Provides the customer a single number to call to address all of their service needs  Maintains a working relationship with the customer and understands the customers needs Preferred North America Agency Public Switch Telephone Network (PSTN)  Allows Avaya to act on the your behalf to resolve and coordinate resources related to telephony trunks that terminate on Avaya equipment provided by other network providers Preferred and SPOC North America Remote Back-Up Administration  Backs up the customer’s system translations  Stores most recent back up on a secure Avaya Server PreferredGlobally Enhanced Monitoring  Secure, continuous monitoring of your Avaya products and the IP Network for fault detection and Quality of Service  Notification of service outages within 15 minutes PreferredGlobally

23. 23 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Software Release Maintenance (Global Available with Essential or Preferred)  Provides formal notification of Product Updates pertaining to the customer site  Assesses impact to the customer (Benefits and Risks)  Applies customer’s business rules  Manages update schedule & executes remote updates, restore and reboot  Provides monthly reports Advanced Services- Software Release Maintenance Essential Keeps systems updated for optimal performance

24. 24 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Product Correction Support (US/Canada with Essential or Preferred and Onsite)  Product Correction Support provides onsite support (any time Mon-Sat, except for holidays) to implement Software, Firmware and Operating System Services Packs Advanced Services- Product Correction Support Essential Ensures effective implementation of Service Packs

25. 25 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Client Service Manager (Globally Available with Essential or Preferred)  Provides support for: Service escalations & support planning  Manages service level quality across all Avaya solutions and customer sites  Provides guidance on best practices Delivers Metrics & Reports  Provides various customer detailed reports Advanced Services- Client Service Manager Essential Serves as the Customer’s Trusted Advisor

26. 26 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Single Point of Contact (US and Canada with Preferred)  Provides the customer a single number to call to address all of their services needs  This team has an intimate working relationship with the customer and knows the customers:  Solutions  Configuration  Network  Operations  Business practices Advanced Services- Single Point of Contact Essential One place to call for your support needs

27. 27 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Agency PSTN (US and Canada with Preferred and SPOC)  Agency allows Avaya to act on your behalf to resolve and coordinate resources related to telephony trunks that terminate on Avaya  Equipment is provided by the customer’s network providers Advanced Services- Agency PSTN Essential Removes frustration & expedites results

28. 28 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Remote Back Up Administration (Globally Available with Preferred)  Provides increased business continuity assurance  Remotely backs up the customer’s system translations on a weekly basis  Stores the most recent back on a secure Avaya server  Provides 24x7 support in the event that server translations are lost and need to be restored Advanced Services- Remote Backup Administration Essential Restores system if a disaster occurs and system translations are lost

29. 29 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Enhanced Monitoring (Previously known as Proactive IP Support- Globally Available with Preferred)  Secure & Continuous Monitoring of your Avaya products and the IP Network for fault detection  Notification of service outages within 15 minutes  Case Management supported Avaya products  Fault isolation and resolution  Monthly Reports  Customer Portal Advanced Services- Enhanced Monitoring Essential Provides advanced monitoring essential for high performance

30. 30 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Support Advantage Secure Access Link (SAL) SAL Concentrator*  Onsite Concentrator – Can be purchased with Essential or Preferred  Hosted Concentrator – Can be purchased with Essential and Preferred SAL Gateway  Customer Entitlement with Essential SAL Policy Server  Customer Entitlement with Preferred *Note: Alarm flow from the customer gateway can be directed to either the Partner Concentrator or the Avaya Concentrator dependent upon the support agreement specific to the customer opportunity. Case Notifications on the backend provided for status updates.

31. 31 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 31 Requires same level of coverageMay use different level of coverage  All licenses of a single application on the same server must have the same level of coverage  All products sold in a software package must have the same level of coverage  The same level of coverage is required for all applications that coexist on the same server (example: Communication Manager and Call Center)  Applications that reside on different servers may have different levels of coverage (Example: Communication Manager and Modular Messaging)  Remote gateways may have a different level of Parts or Onsite coverage from the primary server Support Coverage Requirements All new enterprise product sales are required to have Essential Support + Parts NBD* * Parts NBD is required where geographically available. Parts NBD is optional in US, Canada and EMEA, for the 1 st 6 months after GA.

32. © 2011 Avaya Inc. All rights reserved. 32 Transitioning to Support Advantage 32 New System Sales & Upgrades Recast to Support Advantage OR Continue with existing contract until expiration. At expiration coverage recasts to Support Advantage Utility Contracts (North America) Purchase Support Advantage New System Sale (Except for Master Agreements with SSI) Recast to Support Advantage Traditional PSS contracts (Global) Recast to Support Advantage, including cancellation of hardware maintenance contract Customers with Software Support and accompanying hardware maintenance Customer takes advantage of the +U to get their entitled upgrade. Existing hardware maintenance remains in place. Customers with Software Support + Upgrades Support and accompanying hardware maintenance Sales ScenarioAvailable Options

33. 33 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Transitioning to Support Advantage 33 Renewals Sales ScenarioAvailable Options Recast to Support Advantage, including cancellation of hardware maintenance contract OR Continue to renew existing Software Support and hardware maintenance contract until a product upgrade occurs. Customers with Software Support and accompanying hardware maintenance Continue with existing contract Utility (North America) or PSS (Global) Maintenance Contract Customer stays on non-SA eligible product Recast to Support Advantage, including cancellation of hardware maintenance contract Customers with Software Support + Upgrades and accompanying hardware maintenance AND a product upgrade occurred Recast to Support Advantage, including cancellation of hardware maintenance contract OR Continue to renew existing Software Support + Upgrades and hardware maintenance contract until a product upgrade occurs Customers with Software Support + Upgrades and accompanying hardware maintenance AND a product upgrade did NOT occur

34. 34 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Per License Pricing  Offers priced per license: – Essential and Preferred – Upgrade Advantage – Priced as an additional per license, in addition to the Essential or Preferred Support fee – List prices will be different based on a 1 year or 3 year Upgrade Advantage term. – Advanced Services* – Single Point of Contact – Agency Carrier – Enhanced Monitoring  Per License Pricing is based on the total number of user licenses, or total number of concurrent user licenses  All licenses for a single application on a single server must have the same level of coverage (i.e., Essential Support or Preferred Support) * Client Services Manager is priced on a flat annual fee

35. 35 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Per Server / Gateway Pricing  Offers priced per server/gateway: – Parts – Onsite Support – Onsite Support fee is a in lieu of the Parts fee, since Onsite includes Parts. The Customer will only see the Onsite fee on their invoice. – Terminal Replacement – The pricing for the Terminal Replacement add-on option is a per gateway fee. – This fee is in addition to the Parts or Onsite Support fee – Advanced Services* – Software Release Maintenance – Product Correction Support – Remote Backup Administration  Per Server/Gateway pricing is based on the number of servers, gateways and/or per Major Hardware Components  This fee is in addition to the Essential or Preferred Support fees * Client Services Manager is priced on a flat annual fee

36. 36 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Servers & Gateways Classifications  Servers – Application / Modular Messaging / CM – Aura /  Gateways – Classified as Small / Medium / Large  Examples noted below:

37. 37 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.