© 2005 avaya inc. all rights reserved. partner support services – emea the simplified offer...
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© 2005 Avaya Inc. All rights reserved.
Partner Support Services – EMEAThe Simplified Offer Portfolio
Partner Support Services – EMEAThe Simplified Offer Portfolio
Avaya Global Services
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Simplified
MaintenanceIndirect
Simplified Partner Support Services Maintain Stage of the Lifecycle Continuum
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Simplified Partner Support Services Agenda
Global Services Delivery Organization
Partner Support Services Offers– Overview – Offer, Entitlements, Skills– Link to Product Authorization– Offer Matrices By Entitlements – Entitlements in Detail– Pricing– Quoting & Ordering
Avaya Services Web Registration Tool
Frequently Asked Questions
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Belgium
Netherlands Russia
UK Germany Hungary
AustriaSwitzerlandFrance
Spain Italy
Argentina
Brazil
Canada
ChelmsfordDenver
St. Pete
Mexico
Hong KongIndia
Singapore
Australia
Japan
China
Americas Asia
Avaya Currently Supports: :20+M Avaya ports380,000 multi-vendor PBX ports 3,000,000 voice mailboxes forservice providers690,000 voice mailboxes for enterprises97,000 multi-vendor voice mailboxes140,000 multi-vendor routers,switches and servers
Global Delivery Support Centers
2000+ services professionals, 28 combined network operations and technical support centers viaEXPERT SystemsSM watching over customers and supporting partners with round-the-clock support
Milpitas
Europe
Columbia
Redmond
Coppell
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Status
Backbone(T3 Engineers Only)
Command Center
Monitoring SLA’s
Service DeskNEW
Engineering Call Answer!
SD Access• Phone• E-Mail• Web
Forward
Status
Continuous Updates
EXPERT SYSTEMS Diagnostic
Tools
Enterprise Services Platform
Global Service Delivery Organization
PartnerAccess
ToService
Desk
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Partner Support Services are a set of maintenance offers available to Avaya BusinessPartners, which complement
the BusinessPartner skill-set where required,enabling service delivery to full customer expectations.
Partner Support Services are a set of maintenance offers available to Avaya BusinessPartners, which complement
the BusinessPartner skill-set where required,enabling service delivery to full customer expectations.
General Overview
Available to Avaya BusinessPartners Authorized to sell Avaya Solutions
Optimized for BP related service requirements, providing choice through the availability of different levels of service & value add service options
Remote support options available for Regional purchase
Delivery through the Avaya Global Services Delivery organisation
Important: End User Maintenance Software Permissions (MSP’s) and Software Maintenance Patches inclusive with all Contracts
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Offer, Entitlements, Skills*
Offer Name Offer Entitlements Skill Sets
PSS
Backbone
Core: 24 x 7 Remote Tier 3 Support
Choice: Remote Alarm Monitoring (RAM) &
Advanced Parts Replacements (APR 8x5)
For HIGHLY skilled partners
Now with improved Advanced Parts
Replacement
PSS
Service Desk
Core: 24 x 7 Remote Tier 2 / 3 support,
Expert Systems & Engineer Support (RAM+)
Choice: APR
For SKILLED partners
Now with improved Advanced Parts
Replacement
PSS OnsiteCore: 24 x7 Remote Tier 2 / Tier 3 & FullCoverage Maintenance SupportChoice: Onsite SLA’s 8 x 5 or 24 x 7
For the OUTSOURCING type
For when you want everything, leaving
the Partner focusing on the customer
PSS
SIMPLE Apps
Core: Remote Support OnlyChoice: Tier 3 support or Tier 2 / 3 support & SLA’s 8 x 5 or 24 x 7
For SIMPLE applications
Like Modular Messaging
PSS
COMPLEX Apps
Core: Remote Support OnlyChoice: Tier 3 support or Tier 2 / 3 support & SLA’s 8 x 5 or 24 x 7
For COMPLEX applications
Like Avaya Interaction Centre
* Avaya BusinessPartners are required to be Authorised to sell Avaya Solutions to access PSS
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Product Authorization Requirements– As defined in the BP Program where authorization is
available https://enterpriseportal.avaya.com/ptlWeb/bp/
– Sales Training for specific product completed
– Design Training for specific product completed
– Implement/Maintain Training for specific product completed
– Self-Service Assessment Completed
Example: IP Simplex– Sales/Design/Implement & Maintain Trainings covered
– Self-Service Assessment completed
Link to Product Authorisation
IP Simplex
Sell
Design
Implement/Maintain + Self Assessment
The first step to become an Avaya BusinessPartner is to become Product Authorised. This includes the basic requirements for sales & technical training, as well as defined service capabilities. This ensures that BusinessPartners have the right level of expertise and infrastructure which, together with Avaya PSS, provide the high quality support end customers expect.
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Link to Product Authorisation
Offer Name Offer entitlements PA Required
PSS
Backbone
Core: 24 x 7 Remote Tier 3 Support
Choice: Remote Alarm Monitoring (RAM) &
Advanced Parts Replacements (APR)
For HIGHLY skilled partners
Now with improved Advanced Parts
Replacement
PSS Backbone
SIMPLE Apps
Core: Remote Support OnlyChoice: Tier 3 support & SLA’s 8 x 5 or 24 x 7
For SIMPLE applications
Like Modular Messaging
PSS Backbone
COMPLEX Apps
Core: Remote Support OnlyChoice: Tier 3 support & SLA’s 8 x 5or 24 x 7
For COMPLEX applications
Like Avaya Interaction Centre
PRODUCT AUTHORISATION IS REQUIRED The following offers will only be available if you meet the full (Sell, Design,
Implement/Maintain) Product Authorization Criteria
For more details on Product Authorisation go to https://enterpriseportal.avaya.com/ptlWeb/bp/ under‘Training and Certification’
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Service Options Matrix By entitlement
OffersTier 3
(& Tier 4)
Tier 2 RAM RAM + APR Onsite
8 x 5
Onsite
24 x 7
PSS Backbone* √ Optional Optional
PSS Service Desk √ √ √ √ Optional
PSS Onsite √ √ √ √ √ √ Optional
* Available only to fully Product Authorized BusinessPartners
OfferTier 3 (& Tier 4)
8 x 5
Tier 3 (& Tier 4)
24 x 7
Tier 2
8 x 5
Tier 2
24 x 7Apps
PSS Simple Apps Backbone* √ Optional PDS Software, UM,
IM & Complex Messaging
PSS Simple Apps Service Desk √ √ √ Optional PDS Software, UM,
IM & Complex Messaging
PSS Complex Apps
Backbone*√ Optional IR Software, AIC,
OA, Witness, CCE & AES
PSS Complex Apps
Service Desk√ √ √ Optional IR Software, AIC,
OA, Witness, CCE & AES
CORE OFFERS – Hardware Base Solutions
APPLICATION OFFERS
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Entitlements*
Backbone (Tier 3) Entitlement24x7 Remote Backbone Support (Tier 3 technical support ) for proven product issues and complex problem resolution on registered Avaya products Escalation to Tier 4 (Avaya Labs) if necessaryPriority 24x7 response to major failures (1 hour) and minor failures (next business day)Case management and tracking of all escalated troubles to resolution, 24 hour access to Avaya’s Web ticketing systemProvision of and access to Software maintenance patches & Maintenance Software PermissionsNew - Engineering Call Receipt!
Service Desk (Tier 2) Entitlement24x7 Multi Language BP Support for registered sites including Remote Tier 2 diagnostics 24 x 7 Access to the Backbone Organization via the Service Desk (Tier 2) Organization Access to all other service options as defined in the Backbone (Tier3) entitlementNew - Engineering Call Receipt!Provision of and access to Software maintenance patches & Maintenance Software Permissions
* To determine which entitlements and/or options are included in each PSS offer please refer to the offer matrices
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Key Benefits:1. Provides Product Alarm monitoring and automatic trouble resolution where
possible for sites 24x7xless than 15 Minutes 2. Automatic direct escalation to BP for un-resolved issues
3. Reduces operating cost4. All major alarms are automatically reported
5. Over 50% of the alarms are cleared automatically by Avaya EXPERT Systems,without human intervention
6. Can reduce probability of major system outages
7. Increases customer satisfaction
Key Benefits:1. Provides Product Alarm monitoring and automatic trouble resolution where
possible for sites 24x7xless than 15 Minutes 2. Automatic direct escalation to BP for un-resolved issues
3. Reduces operating cost4. All major alarms are automatically reported
5. Over 50% of the alarms are cleared automatically by Avaya EXPERT Systems,without human intervention
6. Can reduce probability of major system outages
7. Increases customer satisfaction
Entitlements
Remote Alarm Monitoring (RAM) Entitlement24x7 automated monitoring and management of alarms for all products covered
Alarms will register with a trouble ticket and routed directly to Avaya EXPERT System for Remote diagnostics and troubleshooting
Monthly report on automatically closed tickets
Direct Notification via E-mail to BP of proposed resolution and recommendation for further trouble shooting if required
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Entitlements
Remote Alarm Monitoring + (RAM+) Entitlement All the benefits of Expert Systems +
Notification to Avaya Global GSD Team 24 x 7 directly who will be commence work immediately on the problem and send e-mail to BP with additional recommendation if required
Advanced Parts Replacement Entitlement*8 x 5 Advance Parts Replacement (APR) Service Provides same day dispatch of Avaya Spare Parts (Subject to Availability, & notification prior to 3 pm)
Negates need for RMA Costs and Repair Requests for registered Equipment
Reduces Inventory Costs for multiple stock holdings
24 x7 APR will be available later this year
* Certain country restrictions apply
APR now availableat the best service option
at the same price!
24 x 7 APR will be availablelater this year!
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Entitlements
Onsite Entitlement*2 Coverage Levels Available
– Business Day (Mon-Fri 9-5)
– 24 x 7
Provision of an Onsite Support Engineer within 4 hours from time decision is made that onsite support is required
Engineer to perform actions necessary to resolve issue including replacement of defective parts
Check country availability
Remote Basic Product Support During Implementation Entitlement30 day 8 x 5 support during implementation on product defects available on all
* Certain country restrictions apply
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Entitlements
SIMPLE Applications Entitlements
Provides Support for Out of the Box Functionality of Avaya Applications. (Support of customized Applications requires separate chargeable agreement) Choose from:
– Remote Tier 2 & 3 Avaya Business Partner Support
– Remote Tier 3 only Avaya Business Partner Product Support
Includes maintenance software updates and patchesBusiness Hours or 24x7 Support OptionsProvides Support for Applications such as PDS Software, UM, IM and Complex Messaging
COMPLEX Applications Entitlements
ALL SIMPLE Apps entitlements for a different set of applications +
Includes maintenance Updates & Upgrades (Conditions Apply)Business Hours or 24x7 Support OptionsAccess to Web Based Support ToolsProvides Support for Applications such as IR Software, AIC, OA, Witness, CCE & AES
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Generic Pricing
(Registered Product GPL – BP % Services Discount )
x
Required Service % rate
= Service Cost
Some Legacy Products
(Per Port / Platform Service Rate x Qty)
minus
BP % Services Discount
= Service Cost
Note: minimum prices apply
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Pricing In Detail
Offer Pricing
(basic offer)
Tier 3
(& Tier 4)
Tier 2 RAM RAM + APR Onsite
8 x 5
Onsite
24 x 7
PSS Backbone*
2% √ +1% +3%
PSS Service Desk
6% √ √ √ √ +3%
PSS Onsite 13% √ √ √ √ √ √ +7%
* Available only to fully Product Authorized BusinessPartners
OfferPricing
(Basic offer)
Tier 3 (& Tier 4)
8 x 5
Tier 3 (& Tier 4)
24 x 7
Tier 2
8 x 5
Tier 2
24 x 7
Apps
PSS Simple Apps Backbone*
6% √ +2.5% PDS Software, UM, IM & Complex Messaging
PSS Simple Apps Service Desk
15% √ √ √ +6% PDS Software, UM, IM & Complex Messaging
PSS Complex Apps
Backbone*
18% √ +6% IR Software, AIC, OA, Witness, CCE & AES
PSS Complex Apps
Service Desk
26% √ √ √ +9% IR Software, AIC, OA, Witness, CCE & AES
CORE OFFERS – Hardware Base Solutions
APPLICATION OFFERS
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Quoting & Ordering
Pricing will continue to be structured:
% x (GPL - Services discount)
The web tool will need to be utilised to create quotations
The Web Registration Tool Is to be utilized to manage quotes/pricing and orders:
https://servicesregistration.avaya.com/login.asp
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http://servicesregistration.avaya.com/
Avaya Services Registration ToolAvaya Services Registration Tool
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Access Services Registration Tool
http://servicesregistration.avaya.com/
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