Secure Access Link (SAL) Client Overview

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


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


Delivering Value with SAL


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


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


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


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


Enabling an Outstanding Suite of Services


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


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


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


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


Components and Capabilities


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


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


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


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


Enhancing Your Support Experience


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


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]


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!


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:


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


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

http://www.jdpower.com/


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


Client Example Scenario 2Alarm flow including client, Partner, and Avaya support


Client Example Scenario 3SAL Gateway with Radius authentication


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


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.


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


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


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

Secure Access Link (SAL) Client Overview

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