1. WLAN 9100 Support Services July 2014

2. WLAN 9100 Support Services Portfolio Overview
Direct
GX5300
Retail (US Only) GX6100
Wholesale (Express)
GX6300
Co-Delivery (PASS)
GX4300
Support Matrix for the WLAN 9100 AP
Support Service Offers
On-Site with Parts
Next Business Day
GJ *
NBD
Parts
Advanced Replacement
10 Day Repair Service GF
NBD Advanced GL
10 Day Repair
24x7 Remote Technical Support with
Operational Software Updates & Upgrades GE
This slide goes into a bit more detail on the different options that can be selected for support services or maintenance for WLAN 9100 hardware and software.
There are 4 Global Support Services portfolios that are available to the Customer; Direct, Retail, Wholesale or Express, and Co-Delivery or PASS.
The top portion of this slide provides a matrix for hardware. The only hardware that can be covered with a maintenance agreement are the access points. All other WLAN 9100 hardware, such as external antennas and cables, cannot be covered by a maintenance agreement. Since the 2-radio APs are covered by a limited lifetime warranty, there is no required attach or any required support services. NOTE: As part of any hardware support agreement for the 9100 hardware, the AP operating software is also covered.
Remote Tech support offer – The GE offer is the minimum contracted Service level available. It provides 24x7 remote technical support with access to operational software updates and upgrades for the term of the contract. Without purchasing the GE level of support, the customer is not entitled to operating software updates or upgrades.
Return & Repair – The GL offer includes Remote Tech Support plus Return & Repair. It provides the customer with the ability to return their defective hardware to the Avaya repair facility for exchange for a like part shipped within 10 days for the USA. This is a global offer with different turnaround time in other regions.
Managed Spares offer – The GF offer provides Remote Tech Support with NBD or next business day advanced parts exchange.
Managed Spares Onsite Offer – The GJ offer provides Remote Tech Support with NBD or next business day response and onsite advanced parts exchange by a Field Technician. It includes onsite labor.
The bottom portion of the slide provides a matrix for software. Application Control and embedded controller software is considered AP operating software and covered as part of any AP hardware maintenance agreement. So the only software for the WLAN 9100 that might have a maintenance agreement, is WLAN Orchestration System or WOS. The GU offer is considered “required attach” and required for all solutions using WOS.
Software Subscription Services Offer or GU provides Remote Tech Support plus access to software updates and upgrades for the term of the contract.
Support Matrix for the WLAN 9100 WOS
Support Service Offers
24x7 Remote Technical Support with
Software Updates & Upgrades GU
* On-site offer is valid for Indoor Access Points only

3. Support Services – AP Hardware
Pricing and ordering for the WLAN 9100 (Annual APL in USD)
AP - Wholesale Services (Gx6300xxx)
Product Order Code
SLN
Tech Support
(GE6300xxx)
R&R
(GL6300xxx)
NBD
(GF6300xxx)
Onsite NBD
(GJ6300xxx)
WAP9122XX-E6
ERY 42 48 66
WAP9123XX-E6
ES1 72 81
105
WAP9132XX-E6
ES4 78 93
WAP9133XX-E6
ES7
117
WAO9122XX-E6
ESA 99
114 NA
This slide shows the pricing for support services specifically for the WLAN This slide shows annual APL pricing – where support is sold Wholesale or Express and Retail. NOTE: Although the prices shown on this slide were correct at the time of publication for this course, they are subject to change and current pricing should be verified using the Global Product and Pricing Catalog.
As you may know from selling other Avaya Networking products,
The Wholesale Portfolio (aka Express) is a Global offer that is similar to Retail in that the Partner resells Avaya branded Services to their customer, but the end-customer contract is with the Partner. Avaya has a contract with the Partner to deliver all contracted service to the end customer on behalf of the Partner. All support is delivered directly by Avaya to the customer from 1st call through case closure. Partners receive their assigned Support Services discount for reselling the Avaya branded support offer.
The Retail Portfolio is a US only offering where Partners resell Avaya branded Services to their customer on Avaya contract paper. All support is delivered by Avaya to the customer from 1st call thru case closure. The Partner receives commission upfront for reselling Networking Services per the Retail Commission structure.
AP - Retail Services (Gx6100xxx)
Product Order Code
SLN
Tech Support
(GE6100xxx)
R&R
(GL6100xxx)
NBD
(GF6100xxx)
Onsite NBD
(GJ6100xxx)
WAP9122XX-E6
ERY 35 42 55
WAP9123XX-E6
ES1 60 70 90
WAP9132XX-E6
ES4 65 80
WAP9133XX-E6
ES7 79
100
WAO9122XX-E6
ESA 85 96 NA
Note: Please always refer to the GPPC for current pricing.

4. Support Services – AP Hardware
Pricing and ordering for the WLAN 9100 (Annual APL in USD)
AP - Co-Delivery Services (Gx4300xxx)
Product Order Code
SLN
Tech Support
(GE4300xxx)
R&R
(GL4300xxx)
NBD
(GF4300xxx)
Onsite NBD
(GJ4300xxx)
WAP9122XX-E6
ERY 24 27 48
WAP9123XX-E6
ES1 39 45 81
WAP9132XX-E6
ES4 36 42 72
WAP9133XX-E6
ES7 51 87
WAO9122XX-E6
ESA 54 63 NA
This slide gets into the pricing for support services specifically for the WLAN This slide shows the annual APL pricing – where support is sold Co-delivery or PASS & Direct. NOTE: Although the prices shown on this slide were correct at the time of publication for this course, they are subject to change and current pricing should be verified using the Global Product and Pricing Catalog.
As you may know from selling other Avaya Networking products,
The Co-delivery Portfolio (aka PASS) is a Global offer where the Partner is selling their Partner branded services to the end-customer. The Customer’s Service contract is with the Partner. The Partner purchases a back-end service contract from Avaya in support of their customer. The Partner is required to take 1st call through level 2 support calls from their customer. The Partner owns opening and closing the call with the customer. The Partner utilizes Avaya contracted support as required and outlined by the back-end service contract level purchased. Partners receive their assigned Support Services discount when purchasing a back-end support agreement from Avaya.
The Direct Portfolio is a Global offer sold by Avaya, contracted on Avaya Paper, and all support is delivered by Avaya.
AP - Direct Services (Gx5300xxx)
Product Order Code
SLN
Tech Support
(GE5300xxx)
R&R
(GL5300xxx)
NBD
(GF5300xxx)
Onsite NBD
(GJ5300xxx)
WAP9122XX-E6
ERY 35 42 55
WAP9123XX-E6
ES1 60 70 90
WAP9132XX-E6
ES4 65 80
WAP9133XX-E6
ES7 79
100
WAO9122XX-E6
ESA 85 96 NA
Note: Please always refer to the GPPC for current pricing.

5. Tech Support with Upgrades
Support Services – WOS Software
Pricing and ordering for the WLAN 9100 (Annual APL in USD)
WOS Software - (GUx300xxx)*
Product Order Code
SLN
Tech Support with Upgrades
Express (GU6300xxx)
Retail
(GU6100xxx)
Direct
(GU5300xxx)
Co-Delivery
(GU4300xxx)
WOS9100E
ESD
603
512
483
WLC0050WOS
ESF
696
592
558
WLC0100WOS
ESG
942
800
753
WLC0500WOS
ESI
2,601
2,209
2209
2,079
WLC1000WOS
ESJ
3768
3,202
3202
3,015
As mentioned before, the only software component to offer a maintenance agreement, in the WLAN 9100 solution, is the WOS software. For any solution utilizing premise based WOS, a maintenance agreement is required. This agreement includes support for the base software and for the number of APs being managed.
NOTE: the base software includes support for 10 APs. The support codes are for preset quantities of APs; 50, 100, 500, and The preset quantities match the product WOS license codes. The individual codes can be combined to achieve the number of APs purchased. So if the customer’s solution includes 762 APs being monitored by WOS, support for 800 APs would have to be purchased.
This slide shows the annual APL pricing in US dollars. NOTE: Although the prices shown on this slide were correct at the time of publication for this course, they are subject to change and current pricing should be verified using the Global Product and Pricing Catalog.
Note: Please always refer to the GPPC for current pricing.
* WOS Software requires a GUx300xxx service contract a point of sale

6. Customer Value from Support Services
Provides customers with the ability to optimize their network investment by selecting the Support option that best meets their Business objective
Hardware Support options provide flexibility from Remote Technical Support through NBD Parts Onsite in maximizing network availability
Application Software Support allows customers to maximize their value in keeping systems current with entitlements to major and minor releases
Optimizing your Network availability and staying current with technology updates positions your business to remain competitive

7. Key Avaya Portal Links:
Avaya Sales Portal - Data Networking Support Services
Key content
At-A-Glance hNES Support Service Offers
Avaya hNES Retail Service Descriptions.zipx
Avaya hNES Express Service Descriptions V3.2
Support Services for Avaya Networking Solutions Partner Pitchpack
Avaya Sales Portal - Partner Assurance Support Services – PASS
Collateral
Listed on this slide are some links for additional details on Support Services available for Avaya Networking hardware and software products, such as the WLAN 9100, Fabric Connect, and idEngines™. Please take a moment to review this list of links. When you are ready, click the forward arrow at the bottom to continue on with this course.
Key content
Service Description Document for GE through GN Co-delivery (PASS) offers
Avaya Sales Portal - Product Policies (Lifecycle & Licensing)
Key content
Avaya Global Product Warranty Policy for End Users
Lifetime Warranty for Stackable Ethernet Switches for Campus, Data Center and SME deployments