Transcript Avaya External Template 31607

Software Support and
Hardware Maintenance
© 2007 Avaya Inc. All rights reserved.
Avaya – Proprietary & Confidential. Under NDA
The Value in Business Communications Technology Is
Clearly Shifting Towards Software…
“The hardware-centric view of the telephony world today
is likely to metamorphosize into a software-centric
view over the next decade”
Software is fundamental to
Intelligent Communications
IDC, June 2006
30%
Increased end-user
effectiveness and
empowerment
25%
Tight integration between
communication applications
and core business
processes
20%
Hardware Spend as % IT
15%
Application customization
and verticalization
10%
Personalization of end-user
applications
Software Spend as % IT
Decreasing hardware costs
5%
0%
1980
1985
© 2007 Avaya Inc. All rights reserved.
1990
1995
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2005
Why Are Avaya Maintenance Support Offers Changing?
Provide improved investment protection for customers’ critical software
applications, together with substantial savings on Software Upgrades
Ensure that your company will have access to Avaya’s future roadmap
of
technology advancements and application integration capabilities for keeping
ahead of your competition – a key benefit for businesses with
SIP
and SOA environments
Offer customers greater flexibility by providing separate offers for Software
Support and Hardware Maintenance
Simplify offer structure to make it easier to understand and purchase
Provide a consistent percentage based approach to pricing across all Avaya
Applications
Ensure global availability of Software Support Options with same
deliverables with percentage based pricing
© 2007 Avaya Inc. All rights reserved.
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Services Continuum for Ongoing Support
Holistic and Flexible Support Options
Management of Complex
Environments
Support for Overall Network
Support for Software
Software Support from Avaya
includes 24x7 remote support
of all Avaya software solutions
available on 1 to 5 year terms
Software Support Plus Upgrades
includes a 3, 4 or 5 -year upgrade
subscription
Hardware Maintenance provides
proactive and preventive alarming
and 99% remote resolution for
system generated alarms
IP Support Services provides support
for converged environments to isolate
problems
Software Release Management
provides proactive support in
maintaining solutions on the latest
updates
Enhanced Remote Services provides
premium level support for technical
and agency single point of contact
Focus of Today’s
Discussion
© 2007 Avaya Inc. All rights reserved.
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Migration Services provides
complete management and
services integration of
migrations from TDM to IP
Ongoing Management for
customers with large, diverse
and complex environments
The New Maintenance Offers Unbundle
Software and Hardware Support
Traditional
Approach
New
Simplified Approach
Hardware-focused
Support
Software-focused
Support
Remote-only
Proactive IP Support Service (IPSS)
Remote + Parts
Full Coverage
Maintenance
Assist
Time & Materials
SW Support
SW Support +
Upgrades
SW Support +
Upgrades+ IP Support
Services
Remote HW Support 24x7
+
Remote HW 8x5 + APR
Parts
Remote HW 24x7 + APR
Parts
On-site HW Labor / Parts
8x5
On-site HW Labor / Parts
24x7
Hardware and Software
Coverage Bundled
Hardware and Software Coverage Unbundled
Inconsistent Globally
and by Channel
Proactive IP Support as key overlay for full converged
network coverage
© 2007 Avaya Inc. All rights reserved.
Globally consistent; supports all Channels
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Avaya Software Support Options
Avaya Software Support Offer includes:
Expert 24x7 Remote Support for Major Software Problems – eliminating
unanticipated out-of-hours troubleshooting expense
Minor software releases, security and service pack updates to keep voice
systems secure, available and reliable
Easy web-based access to Troubleshooting Guides, Documentation, Status
Updates, Discussion Forums, etc.
By adding Avaya Software Support Plus Upgrades, your business will also receive:
All major releases for the covered software application for the length of your
contract (3,4, or 5 years) – ensuring that your business is benefiting from the latest
enhancements in application feature functionality as well as substantial cost savings
– Major upgrades for Communication Manager (CM), Call Center (CC) and Unified
Communications (UC) are typically released every 12 to 18 months
Prepay options for full or annual and Quarterly billing are available to
accommodate your business planning cycles.
© 2007 Avaya Inc. All rights reserved.
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Avaya Hardware Maintenance Support Options
Avaya Remote Hardware Maintenance Support offers your business:
All system firmware upgrades
24x7 Remote Technical and Helpline Support for major troubles
EXPERT SystemsSM monitoring, diagnostics and resolution for your voice
network hardware elements
Remote Hardware Support with Advance Replacement Parts ensures hardware
replacement parts are delivered the next business day
On-Site Hardware Maintenance offers direct technician support at your company’s
locations on a 8x5 or 24x7 basis
“Business leaders tell us that while reducing operational expense is always a welcome
benefit, the ultimate measure of value from maintenance support is ensuring total
communications availability. Avaya’s combination of software and hardware support
backed by EXPERT Systems represents a ‘Gold Standard of Protection’ in the
industry.”
- Bruce Clark, Partner, Intellicom Analytics
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Proactive IP Support Services (IPSS)
Enables Continuous Network Availability, Reliability, QoS and Security
Service Benefits
IP Telephony Service Desk
Continuous Monitoring of the
Converged Network
Direct toll free access to designated IP Telephony support team
24 x 7 real-time monitoring of the converged network including voice and multivendor data
Fault Detection
Correlation and validation of events for voice and multi-vendor data
Fault Isolation
Isolation and confirmation of fault events for voice
Fault Resolution
Performance Monitoring
Resolution of service issues for voice including diagnostics and remediation
- Continuous measurement of performance parameters for voice and multi-vendor
data
- Measurement of voice traffic for QoS
Security Monitoring
Notification
Service Level Objectives
Reporting
© 2007 Avaya Inc. All rights reserved.
IP Telephony platform alerts for potential security risks
Formal alert of service affecting issues
Notification within 15 minutes for service affecting issues
- Activity summary including average time to resolve (Monthly)
- Customer web portal
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Avaya Software Support and Hardware Maintenance
A Summary of Business Benefits
Peak Performance
and Availability
Access Latest Features
and Functionality
Reduce risk of outagerelated revenue and
productivity loss
Upgrade protection
and future-proofing with
upgrade subscription
Ensure that your business
has immediate access to
all key network security
enhancements
Access latest patches
and fixes
Eliminate budget
uncertainty associated
with unexpected time
and materials support
Leverage Avaya’s bestin-class tools like InSITE
Knowledge Management
and the IPSS Customer
Portal
Lower/eliminate inhouse investment for
monitoring, diagnostic
and restoration tools
and specialists
Reduce risk - don’t force
your customers to go
to the competitor due
to lack of availability or
poor network performance
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Reduce Total Cost
of Ownership
Save on upgrade costs
End of Sale
End of Manufacturer Support
Extended Support
End of Sale: Product Management makes this announcement defining the date after which the product will no longer
be available for new sales.
End of Manufacturer Support: The date after which particular support elements will no longer be available from the
manufacturer. Product Management makes the announcement for Avaya products sometime after End of Sale. (The
manufacturers of multi-vendor products maintained by Avaya make this announcement for their products.) The support
elements that may not be provided at End of Manufacturer Support include, but are not limited to:
– Parts will no longer be manufactured, or made available for system additions or Per Incident material
replacement. At this time, all existing Avaya spare parts inventories will be reserved and managed to support
only customers with Avaya maintenance agreements.
– From a “Service Support” perspective, End of Manufacturer Support has these two affects:
– 1. Per Incident materials support for non-contract customers will no longer be available, as we will be supporting
only customers with Avaya maintenance agreements.
– 2. Products eligible for Extended Support will remain eligible for coverage under an Avaya maintenance
agreement, subject to the terms and limitations of Extended Support.
Extended Support.
– All Tier IV R&D Product Developer Support and going-forward maintenance updates (e.g., Product Correction
Notices [PCNs], “bug fixes,” and interoperability/usability solutions) will no longer be provided. From a
maintenance perspective, this change means certain complex troubles that may previously have gone to Tier IV
support may not be resolvable. It also means Avaya will not generate new PCNs to resolve systemic issues
© 2007 Avaya Inc. All rights reserved.
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Stages of Maintenance and Product Offer Lifecycle
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Helpful Links
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oductA
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2007
Avaya
Inc.
rights
reserved.
©©
2007
Avaya
Inc.
AllAll
rights
reserved.
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