AVAYA NES SERVICES

Presenters: Kurt Ruesch, George Braun and Jenna Pitcher

Agenda

Mandatory Attachment-Guidelines

Data Opportunities

PASS, Express and Plus/SRS Overview

Offerings Eligibility and Coverage

Product Specific Matrix by Product and Release

Pricing Service Offerings and Options

Service Contract Basics

Service and Support Tips

Building a Profit Center

Mandatory Attachment

Effective July 1, 2010 Avaya requires service/support

attachment on orders.

CS1k, Call Pilot and Contact Center - any additional

ISM/Seat License requires a contract (Co-term with

existing or new)

BCM requires Contract for Technical support for system and

optional chassis, expansion cabinets and media modules

and sets coverage

Data requires attachment if ordered using an EC quote.

Standalone data “parts only orders” are exempt

Mandatory Attachment, continued

Thank you to the DAC PASS Committee and many of you for

your input and help for our joint calls.

Open Issues:

• Multiple partners engaged with same End User

• Special Service Contract SBA’s

• Pricing formulas used in certain deals, not true incremental

Data Opportunities

Robust, Resilient and “GREEN”

• Westcon On Demand Library training

• One on one or group virtual sessions available

• New Data Center for Core, Easy Sell at the Edge

• Service Attach Provides Enhanced Revenue Stream!

• Use the Network as your Differentiator!

PASS, Express and Plus

Avaya provides a number of offerings for

support attachment on NES products:

• Partner Assurance Support Services

(PASS)-Partner Owned

• Express End-User Support Services-End

User Owned

• PASS and Express “PLUS” offers-Upgrade

on a like for like basis for new releases

• Technical Support offered under all

• Hardware support-BCM under Pass and

Express, CS1K and applications only under

Express, today

• Matrix of offerings available within price

book from GPPC

us.convergencepoint.westcon.com/content/vendors/avaya/nes-services

Partner Assurance Support Services (PASS):

Referred to as G”X”4300

• PASS services are purchased by a Partner on a select product set

based on availability

• The Partner must be fully accredited on a product set to purchase

the service offering.

• The PASS service contract is designed for and owned by the

Partner. It is Non-transferable and less expensive than Express.

The Partner can purchase and design their service offerings

based on individual offers that best suite each partner.

• When product replacement is offered on a product PASS services

can reduce inventory costs for the Partner

• Partners can take service calls from end users, knowing that their

PASS contract provides unlimited technical access and support

from Avaya on the product they are accredited on.

.

Express End-User Support Services

Referred to as G”X”6300

• Sold by the Partner on a select product set, based upon availability.

• With Express services, product accreditation is not required

• The service offering is “owned” by the end user and is non-transferable. The partner can be named as the end-user’s agent and can call on their behalf.

Purchased and designed based on individual offers as best suites each partner and their end-user’s requirements

• Usually offered and purchased as a stand-alone service, often used to support clients in areas with no or little partner support coverage

• Provides the owner or their agent with unlimited access to technical support from Avaya based on the offering purchased

• As with PASS, when replacement is available Express Services can be used to reduce inventory costs.

SRS Migrating to PASS and Express “PLUS”

SRS was a stand alone offering providing free, like for like upgrades to current release-software/licenses.

• Referred to as GW500

• Partners are the owners of existing stand-alone SRS contracts which are non-transferable

• General availability and use was for CS1k, Call Pilot and Contact Center

Pass or Express added to Existing SRS covered sites;

Partners can add Technical support only offerings to a site already covered with SRS contracts.

Building a Service Offering

Building a Sku to quote service contract requires:

• Identifying the Prefix-Where “GX” = “GE or GU”

• Adding the 4300 or 6300, Pass or Express

• Adding the Suffix-a three character code such as AQP or AQQ

• Resulting Sku may be GE4300AQP

Use of Tools can assist:

• EC-design with ESQ Module

• GPPC-pricing files and part explosion feature

• Service Catalog and Service Line Reference Guide

Global Product Pricing Catalog (GPPC)

Provides access to current parts and pricing as well as custom “extract” catalogs and price files.

• You also have the ability to “explode” a product part number to view available service offerings for that product.

• GPPC is easy to use, supporting “wild card” searches (i.e. AL450*) as well as searches by description.

• GPPC also provides 30, 60 and 90 day advance pricing and change files and customized e-mail notification on numerous price or product changes.

Avaya has announced that GPPC will be the ongoing source for pricing across all Avaya product lines moving forward

• Getting familiar with this tool will help all parties be more self sufficient and allow quicker access to pricing files and one off answers on pricing and service attachment to name just a few of its features.

Service Contract Pricing Tools

Enterprise Configurator (EC) for all products and services

• The EC tool has been designated the configurator tool of choice for

all NES and Avaya legacy offerings going forward.

• EC quotes are highly recommended for services to be attached to

CS1k and any applications (Call Pilot, Contact Center)

• Generally used by design or engineering specialists and we can

offer advanced training support as needed.

Pricing Files

• Available from GPPC……

• Customized or full product catalogues available

• Services pricing included

GPPC Sample

Where is the Services Catalog?

4-Jul-10

MSRP

OnlyType Product Family SLN Description Notes Service Line Number

GU4300-PASS Software

Support

GE4300-PASS Software

Support

GE4303-PASS Software

Support

GU4303-PASS Software

Support

Documentation Opt MS Edge 6100 OME 6100 Components Category C BS8 N/A N/A N/A N/A

Hardw are Appl Gatew ay COTS Server CA7 N/A N/A N/A N/A

Hardw are BCM BCM400 Base System 7 232 N/A $390.00 $351.00 N/A

Hardw are BCM BCM Expansion Cabinets 7 233 N/A $138.00 $124.00 N/A

Hardw are BCM BCM 200 Base System 234 N/A $330.00 $297.00 N/A

Hardw are BCM BCM Phone Sets 7 237 N/A N/A N/A N/A

Hardw are BCM BCM50 Main Unit A09 N/A $103.00 $93.00 N/A

Hardw are BCM BCM50 Main Unit w /Router A10 N/A $127.00 $114.00 N/A

Hardw are BCM BCM50 Expansion Unit A11 N/A $12.00 $10.80 N/A

Hardw are BCM BCM Digital Mobility Controllers 080, 081 A67 N/A $40.00 N/A N/A

Hardw are BCM BCM Digital Mobility Controllers 320, 321 A68 N/A $66.00 N/A N/A

Hardw are BCM BCM Digital Mobility Basetations 10, 12-15 & Repeaters 20, 22-25, 40, 42-45 A69 N/A $30.00 N/A N/A

Hardw are BCM BCM Media Bay Module Category A AB5 N/A $31.00 $28.00 N/A

Hardw are BCM BCM Media Bay Module Category B AB6 N/A $52.00 $47.00 N/A

Hardw are BCM BCM Media Bay Module Category C AB7 N/A $75.00 $68.00 N/A

Hardw are BCM BCM Media Bay Module Category D AB8 N/A $95.00 $86.00 N/A

Hardw are BCM BCM450 Global Main Unit Standard System DH4 N/A $390.00 $351.00 N/A

Hardw are BCM BCM450 Capacity Expansion Card DH5 N/A $165.00 $149.00 N/A

Hardw are BUS Cont Sys/OM 5130BCS3000 / OM 5130 Shelf 11 AW7 N/A N/A N/A N/A

Hardw are BUS Cont Sys/OM 5130BCS3000 / OM 5130 Cat A Components AW8 N/A N/A N/A N/A

Hardw are BUS Cont Sys/OM 5130BCS3000 / OM 5130 Cat C Components AX0 N/A N/A N/A N/A

Hardw are BUS Cont Sys/OM 5130BCS3000 / OM 5130 Cat D Components AX1 N/A N/A N/A N/A

Hardw are Calix C7 UBLC Calix C7 Shelf 923 N/A N/A N/A N/A

Hardw are Calix C7 UBLC Calix Components Category A 924 N/A N/A N/A N/A

Hardw are Calix C7 UBLC Calix Components Category B 925 N/A N/A N/A N/A

Hardw are Calix C7 UBLC Calix Components Category C 926 N/A N/A N/A N/A

PASS Software Support

What does the Catalog Look Like?

Offerings Eligibility and Coverage PASS Support Options G”X”4300

Avaya PASS Support

Services – BASE & PLUS

Software Support

– Base

Software Support

– Plus

Technology

Support – Base

Technology

Support – Base

Technology

Support – Base

Technology

Support – Base

Technology

Support – Plus

Technology

Support – Plus

Technology

Support – Plus

Support OptionsSoftware Support

Basic

Software Support

Plus SRS

Return to Factory

Repair (10 day)

Next Business

Day

Same Business

Day4 hour

Next Business

Day Plus Onsite

Same Business

Day Plus Onsite

4 hour Plus

Onsite

Service Model # GE4300000 GU4300000 GL4300000 GF4300000 GG4300000 GH4300000 GJ4300000 GK4300000 GN4300000

Service Delivery Elements:

Call Center & Web Technical

Support

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

Software Updates and

Upgrades

Product-specific

application

software minor

releases (updates)

and/or patches,

and

documentation

Product-specific

application

software major

releases

(upgrades), minor

releases (updates)

and/or patches,

and

documentation

Product-specific

operational

software releases

(upgrades), minor

releases

(updates), and

documentation

Product-specific

operational

software releases

(upgrades), minor

releases

(updates), and

documentation

Product-specific

operational

software releases

(upgrades), minor

releases

(updates), and

documentation

Product-specific

operational

software releases

(upgrades), minor

releases

(updates), and

documentation

Product-specific

operational

software releases

(upgrades), minor

releases

(updates), and

documentation

Product-specific

operational

software releases

(upgrades), minor

releases

(updates), and

documentation

Product-specific

operational

software releases

(upgrades), minor

releases

(updates), and

documentation

Spare Parts Availability N/A N/A N/A

Mon - Fri 7AM -

7PM customer

local time,

exclcuding

holidays.

Mon - Fri 7AM -

7PM customer

local time,

exclcuding

holidays.

7-days-a-week,

24-hours-a-day

Mon - Fri 7AM -

7PM customer

local time,

exclcuding

holidays.

Mon - Fri 7AM -

7PM customer

local time,

exclcuding

holidays.

7-days-a-week,

24-hours-a-day

On-Site Parts Replacement

Labor N/A N/A N/A N/A N/A N/A Yes Yes Yes

Spare Parts Response Time

Terms/Conditions N/A N/A

Shipped within 10

business days

upon reciept of

defective part

Shipped for Next

Business Day

delivery if RMA

issued by 7PM

North America

local time,

otherwise 2nd

business day.

Shipped for Same

Business Day

delivery if RMA

issued by 3PM

North America

local time,

otherwise next

business day.

4 hour same day

parts and if site

within 50 mi of

parts depot, 6 hrs

51-100

mi.,otherwise next

business day

Shipped for Next

Business Day

delivery if RMA

issued by 7PM

North America

local time,

otherwise 2nd

business day.

Shipped for Same

Business Day

delivery if RMA

issued by 3PM

North America

local time,

otherwise next

business day.

4 hour same day

parts and if site

within 50 mi of

parts depot, 6 hrs

51-100

mi.,otherwise next

business day

Proactive Patching N/A N/A N/A N/A N/A N/A N/A N/A N/A

Note: Operational software is bundled with the hardware purchase and is not separately orderable.

Application software is a separately ordereable line item.

Offerings Eligibility and Coverage Express Support Options G”X” 6300

Avaya Express Support

Services – BASE & PLUS

Technology

Support – Base

Technology

Support – Base

Technology

Support – Base

Technology

Support – Base

Technology

Support – Base

Technology

Support – Plus

Technology

Support – Plus

Technology

Support – Plus

Software

Support – Base

Software

Support – Base

Software

Support – Plus

Support Options

Technical

Support

Service

Return to

Factory Repair

(10 day)

Next Business

Day

Same Business

Day4 hour

Next Business

Day

Same Business

Day4 hour SRS Media

Technical

Support

Service*

SRS Media and

Technical

Support

Service Model # GE6300000 GL6300000 GF6300000 GG6300000 GH6300000 GJ6300000 GK6300000 GN6300000 GW6300000 GE6300000 GU6300000

Service Delivery Elements:

Call Center & Web

Technical Support

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-dayN/A

7-days-a-week,

24-hours-a-day

7-days-a-week,

24-hours-a-day

Software Updates and

Upgrades

Product-specific

operational and/

or application

major software

releases

(upgrades),

minor releases

(updates) and

documentation

included through

purchase of

GW6300000*

Product-specific

operational and/

or application

major software

releases

(upgrades),

minor releases

(updates) and

documentation

included through

purchase of

GW6300000

Product-specific

operational and/

or application

major software

releases

(upgrades),

minor releases

(updates) and

documentation

included through

purchase of

GW6300000

Product-specific

operational and/

or application

major software

releases

(upgrades),

minor releases

(updates) and

documentation

included through

purchase of

GW6300000

Product-specific

operational and/

or application

major software

releases

(upgrades),

minor releases

(updates) and

documentation

included through

purchase of

GW6300000

Product-specific

operational and/

or application

major software

releases

(upgrades),

minor releases

(updates) and

documentation

included through

purchase of

GW6300000

Product-specific

operational and/

or application

major software

releases

(upgrades),

minor releases

(updates) and

documentation

included through

purchase of

GW6300000

Product-specific

operational and/

or application

major software

releases

(upgrades),

minor releases

(updates) and

documentation

included through

purchase of

GW6300000

Product-specific

operational and/

or application

major software

releases

(upgrades),

minor releases

(updates) and

documentation

N/A

Product-specific

operational and /

or application

major software

releases

(upgrades),

minor releases

(updates) and

documentation

Spare Parts Availability N/A N/A

Mon - Fri 7AM -

7PM customer

local time,

exclcuding

holidays.

Mon - Fri 7AM -

7PM customer

local time,

exclcuding

holidays.

7-days-a-week,

24-hours-a-day

Mon - Fri 7AM -

7PM customer

local time,

exclcuding

holidays.

Mon - Fri 7AM -

7PM customer

local time,

exclcuding

holidays.

7-days-a-week,

24-hours-a-dayN/A N/A N/A

On-Site Parts

Replacement Labor N/A N/A N/A N/A N/A Yes Yes Yes N/A N/A N/A

Spare Parts Response

Time Terms/Conditions N/A

Shipped within

10 business

days upon

reciept of

defective part

Shipped for Next

Business Day

delivery if RMA

issued by 7PM

North America

local time,

otherwise 2nd

business day.

Shipped for

Same Business

Day delivery if

RMA issued by

3PM North

America local

time, otherwise

next business

day.

4 hour same day

parts and if site

within 50 mi of

parts depot, 6

hrs 51-100

mi.,otherwise

next business

day

Shipped for Next

Business Day

delivery if RMA

issued by 7PM

North America

local time,

otherwise 2nd

business day.

Shipped for

Same Business

Day delivery if

RMA issued by

3PM North

America local

time, otherwise

next business

day.

4 hour same day

parts and if site

within 50 mi of

parts depot, 6

hrs 51-100

mi.,otherwise

next business

day

N/A N/A N/A

Proactive Patching N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

Network Surveillance N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

Convergence Network

AssessmentN/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

System Performance

Assessment (PBX)N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A N/A

*Not applicable to contact

center products

* For select Contact

Center products only

So… How do we make it easier?

Product Specific Matrix

NES Products Available Restrictions Available Restrictions Available Restrictions Available Restrictions Available Restrictions

CS1000 Yes Rls 3.0 & above Yes Rls 5.0+ Yes Rls 3.0 & above Yes Rls 5.0+ Yes HW BOM Reqd.

Call Pilot Yes Rls 4.0 & above Yes Rls 5.0+ Yes Rls 4.0 & above Yes Rls 5.0+ Yes HW BOM Reqd.

CRQM N/A Yes If GA N/A Yes If GA N/A N/A

Contact Center Yes Rls 6.0+ Yes CC Rls 7.0 Yes Rls 6.0+ Yes CC Rls 7.0 Yes HW BOM Reqd.

Symposium Exp/CCE Yes 4.2+ Yes 4.2+ Yes 4.2+ Yes 4.2+ N/A N/A

BCM50*** Yes 2.0+ Yes 3.0+ Yes 2.0+ Yes 3.0+ N/A N/A

(1 & 2 Yr. Only) (1 & 2 Yr. Only)

BCM 200/400*** Yes 3.7+ N/A Yes 3.7+ N/A N/A N/A

BCM450*** Yes 1.0+ Yes 1.0+ Yes 1.0+ Yes 1.0+ N/A N/A

(1 & 2 Yr. Only) (1 & 2 Yr. Only)

ERS stackables Yes** N/A Yes** N/A N/A N/A

ERS core Yes** N/A Yes** N/A N/A N/A

SR Branch Yes** N/A Yes** N/A N/A N/A

SR Core Yes** N/A Yes** N/A N/A N/A

* Effective August Release 7.0

** Multi year discount only available on 3 year contract = (1yr rate x 3) - 5%

*** Three Year Pass Plus and On-Site Tech Support offers for BCM were discontinued July 1, 2010

Express Premium ServicesPASS Basic Services Pass Plus Services Express Basic Services Express Plus Services

Multi-Year Pricing Matrix

NES Products 1 YR 2 YR 3 YR

Annual 2 x Annual Discounted

CS1000 *Basic Yes, Plus 7.0+ *Basic Yes, Plus 5.0+ *Basic Yes, Plus 5.0+

Call Pilot Basic Yes, Plus Rls 5.0+ Basic Yes, Plus Rls 5.0+ Basic Yes, Plus Rls 5.0+

CRQM If GA N/A N/A

Contact Center Basic 6.0+, Plus Rls 7.0+ Basic 6.0+, Plus Rls 7.0+ Basic 6.0+, Plus Rls 7.0+

Symposium Exp/CCE 4.2+ 4.2+ 4.2+

BCM50*** 3.0+ 3.0+ Basic Only, Plus N/A

BCM 200/400*** Basic, 3.7 + Basic, 3.7 + Basic, 3.7 +

BCM450*** 1.0+ 1.0+ Basic Only, Plus N/A

ERS stackables Yes N/A 3 x Annual Less 5%

ERS core Yes N/A 3 x Annual Less 5%

SR Branch Yes N/A 3 x Annual Less 5%

SR Core Yes N/A 3 x Annual Less 5%

Multi-Year Plus Services

Westcon Service Contract Pricing Support

Westcon personnel are available to help and assist our

partners. We offer many levels of support as shown below:

• A Services team, under Chris Fender, with the skill sets to help

with quoting and ordering.

• Services Team available for large project initiatives

• Engineering resources to help design and configure offerings

• Product Sales and Support teams who work directly with partners

and or with our own inside teams.

For assistance or help please work through

your Westcon Account Team.

Service Contract Basics

ALL service contracts provide a contract and site ID that must be

used when requesting support from Avaya

• A “Contract ID” is the main number that identifies a given “Master”

contract

• A “Site ID” number is used to identify a site location as you can have

multiple sites under one “Master” contract.

Required Service Contract Forms (SRS and HW Assurance Forms)

[See you Westcon AM for assistance with the forms]

• Provide Avaya and Westcon with the end user and partner contact

information for contract issuance.

• The start dates, term of contract and in some cases serial number of product

to be covered are necessary.

• Note in the end user e-mail field the e-mail of the person who should receive

the contract as well as e-mail updates

Service and Support Tips

Every partner has their preferred methods of what they wish to do and how they wish to bring their offering to market.

• Try to reduce the service options down to a few key ones based on an offering that fits your firm. We can assist in this area as well.

Constant change will continue and regardless of your skill and knowledge level you will encounter exceptions to the rule

• A general knowledge of multi-year discounting is important, as a majority of this work is manual and Pricing in GPPC and price files is usually on a one year price per item.

In addition, you may run into numerous older contracts that your end users may have or your competition has sold.

• Throughout the last few years there have been numerous changes in offerings, length of agreements and termination liabilities.

• If you uncover something please feel free to reach out to Westcon so we can help you in this area as well.

Building a Profit Center

Service Contracts and mandatory attachments are a way of life.

Suggestions for building profit:

Understand and be sure your sales teams are well versed

Focus on sales of contracts that fit the model for you

organization

Look at increasing your “SLA” offerings and pricing, possibly

adding in “HIGHER” level contracts to your end users

Position service offerings as part of YOUR portfolio

Convergence Point (CP) and On-Demand Library

Westcon has a portal designed to support you.

• We provide up to date information on products, promotions

and pricing changes , etc., as well as resources such as

“Current Analysis” free to our partners.

• This includes our On Demand Library

available to registered users, where

you can, at your own pace, learn

about BCM, data and other products.

• CP portal has numerous PASS and Express documents

designed to provide more in-depth information.

To register for our CP site

please use the following URL:

us.convergencepoint.westcon.com

Ask the Experts:

Contact Info:

• Kurt Ruesch, VP Product Management

Kurt.Ruesch@westcon.com

(716) 447-3361

• Jenna Pitcher, Senior Product Manager

Jenna.Pitcher@westcon.com

(514) 420-5416

• George Braun, VP Westcon Convergence

George.Braun@westcon.com

(716) 447-3362

• Chris Fender, Director of Service Sales

Chris.Fender@westcon.com

(914) 829-7505

THANK YOU!

Please let us know how we can help

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