1. Winning Together with Avaya Client Services Carson Hostetter & Gerardo Quinones November 14, 2012

2. © 2011 Avaya Inc. All rights reserved. 22 Services GTM Strategy – What Does Good Look Like? Certain selling scenarios (or States) lead to greater partner rewards from Avaya. Simplified Selling Scenarios Customer/ Corporate Values Alignment Avaya Compensation  New customers / strategic products  New customers / traditional products  Existing customers / new products  Existing customers / traditional products  Existing customers / renewals Comp Levers: Partner comp High Touch Support Discounts Special Bids Services GTM Renewal rates High POS attach Blue upgrade Competent Service Delivery

3. © 2011 Avaya Inc. All rights reserved. 3 Revenue Trends

4. © 2011 Avaya Inc. All rights reserved. 4 Growth of Support Advantage as a Percentage of Overall Point Of Sale

5. © 2011 Avaya Inc. All rights reserved. 5 Percent of Support Advantage Point Of Sale Annual Contract Value that is Preferred

6. © 2011 Avaya Inc. All rights reserved. 6 Improving Renewal Rates and Driving Growth

7. © 2011 Avaya Inc. All rights reserved. 77 AvayaLive Engage Site Browsing Update or Query SR Status Ask Your Peer Entitlemen t Avaya Web.Alive Forums World Class KM Avaya Virtual Agent Videos Downloads Click to Chat Swarming Engineers Swarming the problem Video Chat Enable d Web.Alive Apps for Dispatch, Tools, Parts, etc Diagnostic Tools Field Capabilities Publish Immediately KM Client Issue Avaya Support Experience Tool Kits

8. © 2011 Avaya Inc. All rights reserved. 8 FY13 Focus – IP Office Support Services Access to Intellectual property New Revenue Streams Simplified Competitive Flexible Options Comprehensive

9. © 2011 Avaya Inc. All rights reserved. 9 Increased Value Based on Customer Needs Services Continuum Positioning IP Office Support Services Managed Assist Service Monitoring Service Desk Service Management Incident Management Problem Management Configuration Management Reporting On-Site + Parts Change Management Release Management Operate Service Monitoring Service Desk Service Management Incident Management Problem Management Configuration Management Change Management Release Management Reporting On-Site +Parts Capacity Management Availability Management Support Services OffersManaged Services Offers Essential Preferred Upgrade Advantage Essential Preferred Upgrade Advantage Upgrade Advantage On –Site + Parts SPOC CSM MACD Dedicated Tech Release Management

10. © 2011 Avaya Inc. All rights reserved. 10 FY13 Focus – Avaya Operation Services Flexible Supports UC, CC, Video, Data, Multi-Vendor and Cloud solutions Available in a Retail-commission model or Wholesale Enables you to include wrap around service

11. © 2011 Avaya Inc. All rights reserved. 11 Call To Action Working Together to Achieve: 90%+ On-Time Renewals Sell Support Advantage Preferred and sell up the stack Attached IP Office Support Services with all new IP Office 8.1 sales Position Avaya Operations Services Sell Avaya Support Services with every Sale Please visit us in the Innovation Lounge