IP Office Support Services. Customer Presentation September 24, 2015
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1 IP Office Support Services Customer Presentation September 24, 2015
2 Agenda IP Office Support Services Customer Benefits IP Office Support Services - Details and Avaya Responsibilities 2015 Avaya Inc. All rights reserved. 2
3 Customer Benefits of IP Office Support Services Increased system uptime and optimum performance at the right price Maximize Uptime Optimize Performance Value for Money Faster Resolution through manufacturer support and expertise Secure, high speed remote connectivity for quicker resolution Access to software patches and updates Customized support to meet business needs Easy to order and integrate new sites Access to free major upgrade licenses for the latest innovations Choice of high quality services at the right price Predictable pricing 2015 Avaya Inc. All rights reserved. 3
4 Avaya Support Services for IP Office Led, Backed by Avaya IP Office Support Services to maximize uptime for IP Office Solution, IP Office Contact Center and Avaya Contact Center Select Available through your Avaya Authorized : Wholesale or Co-Delivery Includes: Remote Technical Support 8x5x5 Major Software Upgrade Licenses Enhanced Remote Connect (SSL/VPN) Access to Avaya Support Website (ASW), Software Patches and Updates Additional Coverage Options 24x7 Remote Support Parts Replacement NBD, 4 hour delivery Onsite Parts Replacement (US) Easy Prepaid Terms: 1, 3 or 5 year One fee per server/node; Per license fee for Contact Center 2015 Avaya Inc. All rights reserved. * Promotional pricing is currently available. 4
5 Avaya Support & Diagnostic Tools Avaya Support Forums Support by Product Avaya Knowledge Base Web Chat Web Talk Web Video Service Request Creation & Mgmt Fast, Powerful, Flexible Experience that Brings the Experts to YOU, Your Way KNOWN SOLUTIONS NEW SOLUTIONS Seamless Transition to Web Ticket Right Person First Time Ava Avaya Virtual Agent Avaya Support Website Experience 2015 Avaya Inc. All rights reserved. 5
6 85% 146K+ 46K+ 83% Of customers use the web to initiate their personalized service experience Solutions available in the Avaya Knowledge Base Resolutions found each month without an agent Of chats resolved in < 1 hour Fast Powerful Flexible 2015 Avaya Inc. All rights reserved. 6
7 Integrated SSL VPN Remote Access Improve Diagnostic Access to Accelerate Time to Resolution IP Office Remote Access Faster troubleshooting and resolution Simplified deployment Reduces time and the need to dispatch a technician Enables faster deployment of software upgrades remotely* Secure, high speed access Always-on availability Uses broadband speeds Access through existing firewall without the need to change For use of Avaya or Avaya VPN Gateway IP Office Firewall Router Internet Router Firewall SSL VPN Service *Provided through a SSL/VPN infrastructure 2015 Avaya Inc. All rights reserved. 7
8 IPOSS Responsibilities Who does what? Avaya Authorized Leads Support Engagement with Customers Purchase of Avaya IPOSS coverage for the end customer IPOSS Wholesale IPOSS Co-Delivery Definition of services and customer responsibilities included in s service offer Installation of System and Upgrades Register product and configure and test remote connectivity Onsite support and backups Who contacts Avaya for support s contract with the customer or Customer if remote connectivity was enabled and tested s contract with the customer Initial product triage and log collection does Tier 1 Tier 2 Support Avaya (remote tech support) Install and Return of Defective Part or Avaya if Onsite APR coverage (Onsite APR coverage is limited to parts replacement, not general support) Note: Services Agreement Supplement provides full details Avaya Inc. All rights reserved. 8
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