1. 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

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. Support Availability by RegionUS
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

11. 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.

12. 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 or 12

13. 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.

14. 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.

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

17. 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.