AVAYA GLOBAL SUPPORT SERVICES AND SUPPORT ADVANTAGE PREFERREDProactive prevention, rapid resolution, continual optimization A total network outage can be an enormous disruption to an organization,

and a stomach-dropping experience for IT executives and network

administrators. Quality, speed and latency issues can certainly create

trouble in their own right, but nothing compares to the upheaval of a

communications-severing outage.

The cost of downtime for companies

varies by labor cost per hour and

revenue lost per hour but according to

industry data, the average cost of an

hour of downtime is a staggering

$163,674.1 How much downtime can

your organization afford? What is the

value of high quality technical support

to the well being of your business?

Beyond the financial cost of outages, it’s

important to avoid the disruptions that

outages can create for your personnel and

extended enterprise. Also, if you want to

consistently maintain top performance

levels with your applications and network,

proper “fine-tuning” and upgrades are

needed on a regular basis.

Using protected remote connectivity to

your solution, Avaya responds with

support services that monitor constantly,

resolve quickly and optimize continually.

With Avaya Global Support Services, you

have direct access to high-quality, timely

product information, sophisticated

support tools and processes,

and knowledgeable and experienced

technical experts — all brought together

for you in innovative ways.

Three ways Avaya Global Support Services keep you in top formAvaya Global Support Services are

award-winning offerings that not only

address the risk of system outages but

also help you protect your technology

investment and stay in top competitive

form through proactive problem

prevention, rapid resolution and

continual solution optimization (Figure 1):

Proactive problem prevention. To detect

potential problems, Avaya employs

sophisticated remote diagnostics

technology. For example, with Avaya

Support Advantage Preferred, patented

Avaya EXPERT SystemsSM notify Avaya

within 90 seconds of receiving an alarm

generated from an Avaya platform and

begin immediate problem diagnosis and

resolution. Customers with EXPERT

Systems are 73% more likely to avoid an

outage. EXPERT Systems auto-resolve 93%

of alarms requiring service requests without

human intervention. If the systems are

unable to resolve a problem, they

automatically forward relevant information

avaya.com | 1

SERVICES

1 “Downtime and Data Loss: How Much Can You Afford?” Aberdeen Group, August 2013.

2 | avaya.com

to an Avaya technician who

troubleshoots and resolves the issue

remotely or on site. The combination of

human and technology interaction

enables us to resolve these service

requests five times faster than if the

service request was manually generated.2

And we don’t stop there. Avaya EXPERT

Systems automatically identifies issues

and steps that the customer can take to

avoid future outages.

Another Avaya innovation is the

Avaya Diagnostic Server with SLA Mon™

technology. The SLA Mon™ Server offers

advanced, client-controllable, diagnostic

tools that speed diagnosis while lowering

costs without additional equipment. It

leverages intelligent agents embedded in

select Avaya solutions to continually

collect relevant data and detect potential

problems before they impact service.

This means you and Avaya have a much

greater ability to diagnose, analyze and

address incidents remotely and without

compromising product stability. Based

on individual Avaya and customer

experiences, SLA Mon™ Server can help

Avaya Support resolve issues up to

50% faster than without SLA Mon™.

Rapid issue resolution. When problems

do arise, Avaya provides the resources for

you to find answers fast through access to

Avaya experts and their knowledge.

Healthy connectivity between Avaya and

the customer via Secure Access Link

(SAL) enables issues to be resolved 42%

faster than without SAL.3 The Avaya

Support Website offers you multiple

layers of resources, including an extensive

knowledge base containing solutions to

known issues, product information and

training resources. These resources are

quickly and easily accessible with the help

of Ava, the Avaya Virtual Assistant,

powered by Avaya Automated Chat.

If Ava can’t provide an answer, you can

quickly access Avaya live agents

through Avaya Web Chat, Web Talk

and Web Video while still on the Avaya

Support Website. Additional Avaya

experts can be brought in for cross-

portfolio expertise. And for the most

serious outages, high-touch Avaya

Emergency Recovery (ER) teams can

be summoned to help. With these

technologies and our Web-based

approach, we now restore 90 percent

of outages in less than two hours.4

Continual solution optimization. Avaya

helps you maintain optimal performance

by providing you with Web-based tools

that help you identify and resolve per-

formance issues, the latest best practic-

es for outage avoidance, and diagnostic

tools used by Avaya engineers to reduce

diagnosis time by up to 50 percent.5

With Avaya knowledge-centered

support, our engineers publish

solutions to previously unknown system

issues on the Avaya Knowledge Base

within 30 minutes of resolution. Both

written and video-based, this content is

continuously improved through client

interaction to help keep you up to date.

Also available for purchase is access to

Avaya Client Service Managers who

serve as an extension of your team and

are your advocates within Avaya. Client

Service Managers can recommend

best-in-class practices to help you

maintain your Avaya solutions properly

and keep them running optimally.

Avaya Support Advantage Preferred — the optimal support service offerBusinesses relying heavily on their

communications networks and

applications often receive the greatest

value from Avaya Support Advantage

Preferred, including all of the capabilities

described above and more. Avaya

Support Advantage Preferred is a

comprehensive, customizable, globally

consistent support offer that you may

purchase directly from Avaya or through

an Avaya authorized partner. Basic

break-fix services are the foundation of

Avaya Support Advantage Preferred.

They include 24x7 remote technical

support, Avaya Secure Access Link

gateway software to enable Avaya

remote support, access to the Avaya

Support Website, and access to software

updates, fixes and security advisories.6

Where Support Advantage Preferred

delivers its greatest value, however, is

through its most advanced support

features, including:

• Alarm monitoring and proactive issue

resolution with Avaya EXPERT Systems.

• Unprecedented network visibility

through Avaya Diagnostic Server

with SLA Mon technology.

• Proactive alert of network issues

(PSTN and IP).

• Response service-level objective

of 15 minutes via the Web.

• Multi-vendor collaborative support,

enabling Avaya Global Support

Services to collaborate with select

2 Based on Avaya internal metrics.3 Based on Avaya internal analysis January – December 2015 of non-alarm break/fix service requests on Avaya Aura® Communication Manager.4 Internal Avaya analysis conducted in 2016.5 Internal Avaya analysis.6 These basic elements are available by themselves under the Avaya Support Advantage Essential offer.

Rapidissue resolution

Continual solution optimization

Proactive problem prevention

Proactive Problem Prevention

23

1

23

1

Figure 1.

Avaya Global Support Services objectives

avaya.com | 3

vendors to diagnose interoperability

issues across mixed environments and

isolate the root cause faster.

• Global license portability for simple

and automated movement of

licenses around the world.

• Increased security and ease of

managing authentication policies

through Avaya Secure Access Link

Policy Server.

Several other optional features make

Support Advantage Preferred even

more valuable, including:

Advance Parts Replacement.

Advance Parts Replacement can be

purchased for certain covered Avaya

products and is available with next

business day and two different four-

hour delivery time options.7 This

feature provides you with certified

Avaya parts, helping you avoid having

to carry your own parts inventory.

Onsite Support.8 With the Onsite

Support feature, which includes Advance

Parts Replacement, Avaya dispatches

technical resources when onsite support

is needed and replaces defective parts,

except terminals, providing additional

support coverage and access to Avaya

expertise when you need it most. This

feature helps you avoid having to

maintain and train in-house expertise for

Avaya products, as well as not having to

carry your own parts inventory.

Terminal Replacement. This optional

feature provides for next business day

shipment of defective terminals,

eliminating your need to carry extra

devices in inventory.

Upgrade Advantage. Upgrade

Advantage is an economical way to

receive major software upgrades on a

subscription basis as they become

available during your contract term.

Upgrade Advantage provides investment

protection for your communications

systems, helping you stay competitive,

reduce risk, lower costs, and eliminate the

need to continuously ask for additional

budget to upgrade your systems.

Advanced Services. These services

provide ongoing operational support

for your communications network and

applications, helping you perform

critical functions — whether routine or

rare — on a timely basis to fill specific

gaps in your business. You can choose

from the following options:

• Move, Add, Change (MAC) Services —

access to trained experts delivering

short-term support for move, add,

change and delete activities for

software,hardware or network

components.

• Product Correction Support (U.S. and

Canada only) — onsite support for

installation of Avaya-issued product

correction software updates according

to your Onsite Support coverage hours.

• Release Management — support for

proper software control and

distribution of software updates

associated with your current Avaya

application environment.

• Dedicated Technician — day-to-day

performance of support tasks by a

certified Avaya technician, including

MACs, installations and much more.

• Single Point of Contact (U.S. only)

— a designated team of Avaya

specialists to address your Avaya

service needs.

• Client Service Manager — a trusted

adviser to handle service escalations,

support services planning and more.

• Local Advantage (U.S. only) — a

support team of American citizens

who are English-speaking experts

with routine background checks.

• Global Advantage — globally

consistent and cohesive support

across your locations worldwide,

including service management,service

delivery and summary billing.

• Risk Management Program (U.S.

only) — a designated team of Avaya

Support Architects and Client

Service Managers engage with

Avaya service-level

objective for response

time are twice as fast as

our nearest competitor

when it comes to the

highest-severity

requests.9 Our objective

is to have an Avaya

engineer contact you

within 15 minutes after

you initiate a service

request from the Avaya

Support Website.

7 Advance Parts Replacement next business day, with

8x5x4 and 24x7x4 options available in selected countries.8 Onsite Support is available in selected countries, in

8x5x4 or 24x7x4 options.9 Based on competitive analysis conducted by Avaya in

October 2015.

avaya.com | 4

© 2017 Avaya Inc. All Rights Reserved.

Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the

United States and other countries. All other trademarks identified by ®, TM, or SM

are registered marks, trademarks, and service marks, respectively, of Avaya Inc.

Other trademarks are the property of their respective owners.

03/17 • SVC7649-07

clients in a proactive role to reduce critical incidents and improve

system migrations.

• Residency Program — consulting and technical professionals such as a Resident

Specialist deliver onsite or remote support for the configuration, integration and

operation of your Avaya solutions.

• Security Assurance Services — Comprehensive services designed to de-risk

today’s cybersecurity threats which includes auditing, hardening, integration and

consulting, offered individually or combined in a sequential order and delivered

on a quarterly basis.

• Performance Monitoring — Ongoing service using a comprehensive approach that

proactively determines Quality of Experience issues before they impact users.

Support Advantage is available in 1 and 3 year annual or prepaid terms. It is also

available in a 5 year prepaid option.

Award-winning, industry-recognized servicesThe mission and philosophy of Avaya Global Support Services are simple: We help you

prevent problems before they happen, fix them quickly if they do happen, and help you

fine-tune your solution, so your investment in Avaya solutions is protected and running

optimally. Our quality of service is recognized worldwide by our customers and across the

communications industry including the following awards received in the last two years:

• NorthFace ScoreBoard AwardSM in recognition of achieving excellence in

customer service and support four straight years (2013 to 2016).

• “Best Use of an Emerging Channel” Accolade from ICMI Global Contact

Center Awards, 2015

• Technology Services Industry Association (TSIA)

» Second Hall of Fame Award — Lifetime Achievement of 10+ STAR Awards

» Rated Outstanding Assisted Support North America certification, 2016

» Best Practices in the Delivery of Customer Success & Support, 2015

» Innovation in Leveraging Technology for Service Excellence, 2014

» Enabling Customer Success in Services Revenue Generation in 2014

Learn moreTo learn more about how Avaya Global Support Services and Avaya Support

Advantage can benefit your organization, contact your Avaya Account Manager

or visit us at www.avaya.com/support-services.

10 Sales Out SoldTo maintenance revenue currently under contract:

http://www.statista.com/statistics/185758/leading-global-property-and-casualty-insurance-companies-by-revenue/11 Sales Out SoldTo maintenance revenue currently under contract:

http://www.airport-technology.com/features/featurethe-worlds-biggest-airlines-4566275/12 Sales Out SoldTo maintenance revenue currently under contract:

http://www.forbes.com/sites/andreamurphy/2015/05/06/2015-global-2000-the-worlds-biggest-auto-

companies/#412a83dd6e4813 Sales Out SoldTo maintenance revenue currently under contract:

http://www.investopedia.com/articles/markets/030916/worlds-top-10-health-care-companies-unh-mdt.asp14 Sales Out SoldTo maintenance revenue currently under contract:

http://listsurge.com/top-10-largest-hotel-chains-in-the-world/15 Sales Out SoldTo maintenance revenue currently under contract:

http://www.forbes.com/sites/liyanchen/2015/05/06/2015-global-2000-the-worlds-largest-banks/#62045ca624f1

About AvayaAvaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com.

AVAYA SUPPORTS SOLUTIONS EVERY DAY FOR: • The world’s top 10

insurance companies10

• The world’s top 10

airlines11

• The world’s top 10

automotive companies12

• The world’s top 10

health care institutions13

• 9 of the world’s top

10 hotel chains14

• 8 of the world’s top

10 banks15

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