1. EMEA Techshare 2009 The Future Begins Support, Backbone and Escalations Csaba Virágos - Operations Manager Avaya GSS Backbone Team - Budapest

2. EMEA Techshare 2009 The Future Begins Introduction of the: GSS Support Model Backbone structure 4 shift model Escalations

3. EMEA Techshare 2009 The Future Begins 3 Customer Advocacy Program and Critical Escalations Defect Diagnostics and Escalations (DDE) Customer Advocacy Program and Critical Escalations Defect Diagnostics and Escalations (DDE) Escalation GSS Customer Support Model Contact Center Unified Communication Unified Communication Monitoring, Intervention and Priority Management 24 x 7 x 365 All X-action types from all platforms (calls, alarms, NOC, parts, techs, etc) By Customer By Segment By Channel By Shift By Severity By SLA E-Mail Service Desk Web Ticketing Backbone Phone Alarm General Business Premium Services Managed Services Channels RSEs APAC NAR EMEA Command Center Partner’s CustomerCustomerPartnerTechnician SHIFT 1SHIFT 4SHIFT 2SHIFT 3 Customer Focus Team / Language Support English Solution Support Engineering ( T4)

4. EMEA Techshare 2009 The Future Begins Backbone team is:  Team of highly product specialized experts  with global responsibility in 4 shifts  We are a 7x 24 team  EMEA team with good grip on local business needs We offer global and around the clock coverage in a global 4 shift model

5. EMEA Techshare 2009 The Future Begins BUDAPEST HUNGARY ARGENTINA India NAR

6. EMEA Techshare 2009 The Future Begins When do you meet us  You reported a trouble related to contact center, converged voice solution or Avaya supplied data network  You have a trouble that can not be easily identified to a known issue ( change the configuration, previously reported product defect,..)  Business Partner / Avaya Services Desk requires assistance of a higher technical entity

7. EMEA Techshare 2009 The Future Begins Backbone team do:  Break fix / from day 2 and onwards,  Remote / on line diagnostic / trouble resolution,  In depth code level trouble investigation  Work together with other entities in the Avaya service delivery model to ensure quick resolution,  We either offer the solution or work with product development on the fix

8. EMEA Techshare 2009 The Future Begins Backbone team do not:  Support design configuration  Provide maintenance support on-site (RSE is specialized for that)  Support customizations

9. EMEA Techshare 2009 The Future Begins 4 Shift model  7x24 support / leverage on the follow the sun concept offered by resources distributed across different / geographies / time zones  full staffing for 5x24( weekdays )  Weekend coverage based on entitlement  Duty Operation Manager at the “sun“ center  Overlap between the shifts / shift to shift hand off

10. EMEA Techshare 2009 The Future Begins

11. EMEA Techshare 2009 The Future Begins Hand off process  Shift manager to shift manager real time call at shift turn over time :  ongoing hot issue  active cases to be worked  committed T3 / BB support  possible shift related issues / like snow storm, flood, outage in electricity..

12. EMEA Techshare 2009 The Future Begins Escalation (Duty Manager process)  Avaya places the highest priority on Customer Satisfaction.  Avaya Global Services’ Escalation Process provides our Customers with a streamlined process to engage the assistance and attention of Avaya management.  The Duty Manager is the mechanism to formally escalate a case to the Avaya Global Services Delivery Management Team. The process is designed to engage the appropriate Manager when standard maintenance support process does not render expected results and satisfaction.

13. EMEA Techshare 2009 The Future Begins Escalation (cont’d)  Who can Escalate an issue? An escalation may occur at the request of any interested party, most importantly, an Avaya customer with a maintenance agreement.  When to Escalate to a Duty Manager? An escalation request should be initiated in reference to a specific case of trouble. It should be used when the normal support process is unable to provide the urgency needed to address a critical situation.  How to escalate a case? Simple call to the local country support center or your customer specific number if given and request an escalation to a Manager.

14. EMEA Techshare 2009 The Future Begins Escalation  What will happen once you’ve got a manager involved? - An Avaya manager is responsible for reviewing the case and contacting the Customer within 30 minutes from the time of the original request - An action plan including ownership for each action item will be agreed upon. The action plan will be documented in the technical case will appear in the case notes viewable from Avaya’s customer support internet web site

15. EMEA Techshare 2009 The Future Begins

16. EMEA Techshare 2009 The Future Begins

17. EMEA Techshare 2009 The Future Begins Why do not we do it easier?  Register your system at Avaya in time – Why should we waste time on searching for the system details while your call center is down?  We are specialized for remote support – Do you think remote access may help us?  Modem based access or Avaya provided VPN solution (SSG, SAL)  Get the customer reported trouble clarified.

18. EMEA Techshare 2009 The Future Begins Thank you! Csaba Virágos viragos@avaya.com +36 (1) 238 8342