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Secure Access Link (SAL) Client Overview. Justin Gesso. Agenda. Delivering Value with SAL Enabling an Outstanding Suite of Services SAL Components and Capabilities Enhancing Your Support Experience. Secure Access Link. - PowerPoint PPT Presentation
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Secure Access Link (SAL)Client OverviewJustin Gesso
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22
Agenda Delivering Value with SAL
Enabling an Outstanding Suite of Services
SAL Components and Capabilities
Enhancing Your Support Experience
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 33
Secure Access Link
Improved support of your communication networks
Be in complete control of when and how Avaya, or any other service partner, accesses your network
Optimize your communications by leveraging a suite of advanced tools and resources
A remote access and alarm transport solution software that maximizes uptime and strengthens security
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 4
Delivering Value with SAL
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 55
Delivering Value with SAL
More ChoicesExperience flexible deployment options
for a tailored solution
More Control and Improved SecurityMake balanced decisions about how you want
to achieve access control
Enhanced ValueImprove your communications uptime with an enabled suite of Avaya services
Improving your network management with superior benefits
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 66
M
ore
Con
trol
&
Im
prov
ed S
ecur
ityMaintain Complete Control
Simplify Management Consolidate 500 remote access points down to a single
centralized SAL Gateway Centrally manage remote access rules and policies
Regulate Access Ability to authorize each remote access request individually Egress model, requiring only HTTPS outbound for both
remote access and alarming
Reduce Network Risk Use of secure protocols and industry best-practices Enforced unique identification and strong authentication of
each user Support for full redundancy
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 77
M
ore
Cho
ices
Customize Your Experience
Set Access Rules Define maintenance access window Ability to assign roles based on factors such as who
they are, how they authenticate, or when they are accessing your network
Increase Support Options Define your preferred service partners for service
and support Flexible deployment lets you choose SAL
components based on your needs Legacy and future product support helps protect
existing investments
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 88
Enh
ance
d Va
lue
Drive Network Performance
Experience Faster Resolution 37% faster Resolve times on Major Severity service
requests for Communication Manager 58% shorter resolution times for Tier 4 with access to
advanced tools and reduced manual data collection
Optimize your Avaya Solution Access to the full Avaya services portfolio enables
advanced diagnostics and performance monitoring Resolve chronic problems and reduce risk on software
upgrade and patch rollouts
Reduce Costs and Increase Value Eliminate modem hardware and administrative expenses Support virtualization Maximize uptime and visibility
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Enabling an Outstanding Suite of Services
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Leverage a Full Suite of ServicesOpen the door to faster resolution, maximal uptime, and overall satisfaction
Advanced Diagnostics
Provisioning Tools
EXPERT SystemsSM
Fast patch and software deployments Speedy project completion Quick response to configuration changes
74% fewer outages reduces service costs 48% of system alarm resolution solved by
EXPERT systems, with 99% resolved remotely
Seamless issue resolution Systematic log evaluation Center of Diagnostic Sciences (CoDS)
reduces time to issue identification
Intelligent Reporting Client insight and network visibility Operations Intelligence Suite While You Were Sleeping 2.0 Reports
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EXPERT SystemsSM
EXPERT monitoring resolves 48% of alarms without a
remote engineer and provides average 20%
faster resolution
Resolution
Detects system generated alarms with
30,000 intelligent algorithms and begins troubleshooting in less
than 5 minutes
Identification
Identifies sourceof trouble and
whether it can be cleared by EXPERT
or dispatched toan engineer
Isolation
Industry-recognized monitoring of voice networkresults in 74% fewer outages
Median Resolution within 13 minutes
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Operations Intelligence Suite
Unified dashboard for real time system status, reporting and incident
management
End-to-end view of network operations
Easy access to system reports providing the
information that matters most
A single source for complete network visibility
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Enable advanced support tools– Debug
– Data capture
– Automated log evaluation
– Trace decoders
– Other diagnostic scripts
Identify root causes
Receive fast and effective manufacturer level support
Advanced Diagnostics
As technology advances, so does complexity of troubles
Access to the full ecosystem of Avaya Client Services, results in performance unmatched by other remote service methodologies
Tiers 1-3* Tier 3.5 Tier 40%
10%
20%
30%
40%
50%
60%
Percentage Improvement in Restore Times
SAL vs Other Remote Access Models
Complexity
SAL enabled advanced diagnostics deliver
*For major service requests only
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Components and Capabilities
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Capabilities
Policy Control Easily manage components and change your policy as needed Set up unique access policies customized for each Avaya
authorized partners’ level of service
Flexible Alarming Alarms can be immediately sent to Avaya and multiple service
partners and/or your support center for quick response and improved oversight
1
2
3
Secure Remote Service All engineers servicing your network are uniquely identified
with authentication based on industry standards Centrally control access and receive log of service activities
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 1616
SAL Components Overview
Client Components Support Center
Secure Access Link Gateway Software
Secure Access Policy Software (optional)
Remote Secure Access Concentrator Software
Core Secure Access Concentrator Software
Global Access Software Database Software
Scalable, flexible, and reliable remote service architecture
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Components DetailClient Components
Secure Access Link Gateway Software
Secure Access Policy Software
Single required client component Provided as part of your Avaya support agreement Receive and forward alarms securely and reliably over
the internet Polls service providers for connection requests Supports up to 500 end devices
Provided as part of your Avaya support agreement Centrally manage policies Explicit approval capabilities Monitor and terminate active sessions
Req
uire
dO
ptio
nal
SAL was designed to be self-installable, however there are APS offers
available to help maximize
implementation
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SAL Implementation
To maximize ease of installation, APS offers three levels of support
Design Validation
Troubleshooting
Testing Services
Validation and Training (Add-on) Consulting
Design
Installation
Full Advanced
SAL Server implementation
SAL Gateway upgrade to version 2.1
Standard
Testing
Training Services
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Enhancing Your Support Experience
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 2020
Preparing for the Future
Staying ahead of security standards Red Hat 64 bit and 6.1 support 2048 bit Verisign 2FA, plus other security enhancements Backup and restore Building the foundation for future tools development
and integration Increasing deployment flexibility Additional on-boarding automation Client and partner usability improvements based on
your feedback
Innovative, forward thinking roadmap
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 2121
Secure Access Link (SAL) for CS1000
Improved support of your CS1000 solutions
Receive support through Avaya’s standard remote secure service model with SAL Eliminate modems and VPN—consolidate down to a single point of access, policy,
auditing, and management Reduce outages and decrease trouble resolution times Optimize your communications by leveraging a suite of advanced tools We want your feedback. Avaya will provide the software and configure your solution
as part of a trial to gather input, allowing you to help drive the future of SAL and CS1000.
Consolidate remote access for all of your Avaya solutions and improve your service delivery
Contact Justin Gesso for more detail [email protected]
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 2222
web.alive SAL Room for Real-Time Communication
New interactive location to find SAL contact, receive answers, collaborate on troubles, and engage
Collaboration between Partners, Clients, Avaya Staffed by Avaya SAL Backbone Live and recorded events Better communication Knowledge capture Live environment Forums
Invites coming soon!
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 23
Eliminate modem hardware and administrative expenses
Protect investments of your legacy and future products
Use of secure protocols and industry best-practices Enforced unique identification and strong authentication of each user Egress model, requiring only HTTPS outbound for both remote access and alarming
Maximizing System Uptime
Consolidate 500 remote access points down to a single centralized SAL Gateway
Authorize each remote access request individually and set access rules
Greater Value
Less Risk
More Control
SAL
Access to a full suite of advanced diagnostics and Avaya tools and resources, plus:
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 24
Committed to Your Business
Going above and beyond to achieve superior satisfaction and deliver the best value to you
ENABLE COLLABORATIVE
APPLICATIONS
DRIVE BUSINESS
PERFORMANCE
MAXIMIZE SYSTEM UPTIME
Avaya Client ServicesAVAYA CLIENT SERVICES
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For 4 years in a row, Avaya has been recognized by J.D. Power and Associates for providing “An Outstanding Customer Experience”
Access to industry-recognized support for all maintenance customers
Proven Quality of Service
J.D. Power and Associates Certification
Excellence in Service Operations Support Awards – 2009, 2010, and 2011
HALL OF FAME
Hall of Fame Award
Recognition for Lifetime Achievement for
Outstanding Service
• Excellence in Remote Diagnostics – Hardware Service in 2011
• Excellence in Mission Critical Support, Software, Award in 2010 and 2011
• Excellence in Continual Improvement, Award in 2010• Best Service Delivery Optimization, Award in 2010• Best Customer Commitment, Award in 2010• Best Knowledge Management Practices, Award in 2009
and 2010• Best Automation Vendor in 2000
TSIA Star Awards
For more information on the J.D. Power and Associates 2011 Certified Technology Service and Support ProgramSM please visit www.jdpower.com or www.tsia.com
Awarded for exceptional processes and support delivery
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Client Example Scenario 1Remote access via embedded SAL on System Platform
HTTPS outbound is the only opening from the SAL Gateway out of the client network, for both
alarming and remote access
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Client Example Scenario 2Alarm flow including client, Partner, and Avaya support
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Client Example Scenario 3SAL Gateway with Radius authentication
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Secure Access Link (SAL) Product Family
• Comes with all Avaya System Platform Products, co-resident on same server
• Provides remote service and alarm transport
• Supports co-resident applications on the System Platform template
• Software included as part of maintenance agreement
• Provides remote service and alarm transport
• Supports up to 500 Avaya devices
• Can be virtualized• Centralizes remote access
and alarms
• Optional, included as part of service agreement
• Centrally manage policies such as access restrictions and authentication realms
• Explicitly approve or deny remote access requests
• Monitor & terminate sessions• Can be virtualized
Reduce Costs
Improve Security
Increase Options
Benefits
Co-Resident SAL SAL Policy SoftwareStandalone SAL
Concentrator Servers used by Partners and Avaya to receive alarms and access client systems for support
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 31
Secure Access Link Enables Avaya Services
Provisioning Tools
Faster project completion
Quick response to configuration changes
Flexible support windows
Fast deployment of patches and updatesWhat does SAL enable for Avaya clients?
The Avaya Client Services ecosystem of advanced tools that result in fast resolution, fewer problems, and client delight.
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 3232
While You Were Sleeping 2.0 Reports
Provides summary of client data about usage of Avaya support coverage
Obtain median time to resolve for major vs. minor service requests
Understand current utilization of all your entitlements including web services and how to gain more value!
See summary of all Alarms, service requests, dispatches, parts and how fast Avaya brought requests to resolution
Measure satisfaction of your employees with support from Avaya
Customized While You Were Sleeping 2.0 report
"I can see how the 'While You Were Sleeping 2.0 Report' could easily help me cost justify the renewal of our Avaya Maintenance contract."
- Jeff Lusby, Voice Architect, Large Accounting Firm
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 33
Center of Diagnostic SciencesSupporting the transition to next generation technologies
Delivering more value with defined innovative diagnostics embedded in products and solutions to better support changing needs
Solution Based Diagnostics
Addressing heterogeneous dispersed environments with built-in solution based diagnostics and serviceability delivering holistic and intelligent detection and resolution of issues
Proactive Product Diagnostics
Embedding diagnostics and serviceability architecture into products to speed the identification and remediation of issues by proactively eliminating them before they happen
Tools and Automation
Maximizing uptime of communications systems with improved tools that enhance clients’ ability to proactively diagnose and easily resolve issues without involvement of live support
Seamless Support Experience
Improving supportability of our products and solutions with remote service, simplified troubleshooting processes and proactive notification of a possible problem before it occurs
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APS Service Delivery OptionsBASIC
Software WorkSTANDARD
Basic + Hardware Installation
ALL INCLUSIVEStandard + Project
ManagementProject ManagementRemote Project Management Optional Onsite Project Management Optional OptionalRemote Project Scheduler Planning and DesignData Gathering InstallationHardware Installation Implementation/ConfigurationSW Installation – Platform SW Installation - Application System SW & Network Translations/Parameters SAL Gateway Redundancy Optional Optional OptionalManaged Element Configuration Optional Optional OptionalSAL Concentrator Remote LDAP Directory Optional Optional OptionalGAS Implementation OptionalOnsite SW Specialist Optional
Knowledge Transfer / TrainingSystem Administrator Training Optional Optional OptionalEnd User Training Optional Optional OptionalTestingIntegration Testing Cutover / Implementation SupportFirst Day of Business Support System Handoff Review