1. Self Maintainer Offer Roadmap: COAM / Maintenance Assist
Chris Peterson
Senior Manager
ACS Business Management
© 2009 Avaya Inc. All rights reserved.

2. Self Maintainer Support Roadmap
Support Advantage
Self Maintainer Support Roadmap
Description
Enabling current Maintenance Assist (174) and COAM (36) clients who have developed internal technical expertise and monitoring tools to maintain their own systems as they upgrade, while receiving the right level of support from Avaya Services
A part of the Avaya integrated roadmap, these legacy offers will be transitioned into the new Support Advantage model
Social Media Advisory Services
This service was developed for customers who:
1. See the value and opportunities that can come from Social Media interactions, but simply do not know how to get started. This service will help customers build awareness, identify stakeholders and establishing an initial plan for utilizing Social Media in their contact center.
2. Are handling Social Media in an ad hoc manner or via outsourcing and need help to build consistency of customer relationship / experience, scale, integration with existing channels within the contact center.
The objective of this services is to:
Establish a framework of processes and strategies to pioneer use of this new way of interacting with customers.
Rapidly provide a high level business plan that shows Customers:
* How Social Media tools and practices can provide benefits through real-time collection and action on Social Media interactions
* How to define needs and actions for applying Social Media to their business for meeting strategic goals.
Benefits
Access to Intellectual Property- software patches and updates
Remote 24x7 Technical support for SW and HW
Access to web services and tools
Improved support response times
How it works
Based on Standard SA Essential offer, or until Heritage Nortel availability blue FSD offers
Customer must have two certified associates per product support
Customer receives discount from NPL via special bid

3. Support Advantage Self Maintainer Support
Target: Current Maintenance Assist and COAM Customers
Remote 24x7 technical support for SW & HW
Access to web services and tools
SA Essential Wrapper
Avaya
Self Maintainer
Customers
Access to Intellectual Property
Improved support response times
Requirements:
Customer must at least have two PA-Maintain certified associates per product/application supported
Customer is expected to support T1-T2 themselves- Avaya provides T3-T4 support
Pricing:
40% discount off NPL per product covered on SA Essential
Annual contract term
Applied via access to special bid
Timeframes:
In Limited Availability now
Formally announced at the May IAUG conference