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Comprehensive Customer Presentation Support Advantage

Comprehensive Customer Presentation Support Advantage. Deck Concept Story can be told in linear or slide-by-slide fashion Pull slides of choice together to help you tell the story that makes the most sense for your customer

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Comprehensive Customer Presentation Support Advantage

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  1. Comprehensive Customer PresentationSupport Advantage • Deck Concept • Story can be told in linear or slide-by-slide fashion • Pull slides of choice together to help you tell the story that makes the most sense for your customer • Presenters can tell the story in the number of slides that best meets the needs of a specific customer opportunity • Leverage this deck as a source deck for value elements and optional support offers Outline of Content Charts 2-14: Support Advantage Overview provides the basic customer presentation content Charts 15-37: Additional information to support customer questions or opportunities Charts 38-50: Designed to position Support Advantage Preferred as the coverage plan of choice Charts 51-60: Provides a high-level executive overview featuring TCO comparisons Enable Sales and Service teams to be more successful in customizing the Support Advantage story

  2. Support Advantage Overview Speaker Name Goes Here

  3. Introducing Support Advantage • Compelling TCO • Differentiated valueto customer • Aligned with Industry Trends Value • Radically simpler offer • Simplified invoicing and renewals • Globally consistent • Simple legacy transition Intellectual Property Simplicity • Differentiate Services through Intellectual Property (IP) • Protect patches, firmware updates and tools from unauthorized use • Enforce IP policies

  4. Support Advantage: Addressing Your Needs Support Advantage delivers more value and capabilities than previous support maintenance offers Avaya Aura™ Avaya Support Advantage • Open layered enterprise application environments • Virtual and ubiquitous • Multi-vendor • Modular & flexible support offers • Full solution support with hardware and software • Align offer to industry standards • Global consistency

  5. 1 Support Advantage is the maintenance offer on new & upgrade product sales for all SA eligible products only 2 We will honor all active contracts as long as customer owns the equipment/license Key Support Advantage Transition Policies • Does not apply to SME, OEM, CS1000, CallPilot and Meridian 1 • CS1000, CallPilot and Meridian 1 transition to analogous offer in 2011-12

  6. Eligible Avaya Enterprise Products at Support Advantage GA New Enterprise Products • All Software Support Eligible Products (examples): • Communication Manager 5.0 + • Modular Messaging 3.1+ • Call Center 5.0+ • Other Solutions covered under Software Support • New Product Releases • Check for applicable products at: http://support.avaya.com/support_advantage

  7. Products Not Migrating at Support Advantage GA Products Not Migrating

  8. Top Business Issues and Problems • Customers require support for complex communications • Complicated infrastructures and improper support systems • Difficult to quickly resolve issues in integrated environments Technical Capabilities • Customers require products + services to have attractive TCO • Do more with less • Require flexibility to ensure proper coverage and meet budgets Lower TCO • Customers require business continuity • Fast and easy access to product support and resources • Quick access to information about where problems occur Business Productivity

  9. Benefits of Support Advantage • Designed to support complex solutions • Provide more value with integrated holistic support • Remote hardware and software support included in all offers • Parts next business day* provided (where geographically available) Technical Capabilities • Provides a lower product and services TCO than competitors • On average lower 3 year TCO over the competition for Net New • Lower installed first cost for Net New sales Lower TCO • Maximizes your solution uptime with innovative technology • Up to 85% faster response times via web ticketing • Proactive alert of alarms related to PSTN facilities and systems • Easy access to IP, engineers, monitoring, and web-based tools Business Productivity *Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available

  10. Support Advantage Features Overview • All Support Advantage Offers: • Global offer with consistent policies • Simplified per license/server/gateway pricing • Expanded and flexible software upgrade subscription, Upgrade Advantage, available with Essential or Preferred • Build support coverage with additional Onsite and Terminal Replacement options with either Essential or Preferred • Preferred Support has all Essential entitlements plus includes monitoring and quicker response • Required minimum level of support: Essential Support and Parts Next Business Day • 6 month transitional period for parts* Upgrade Advantage Onsite Advanced Services Options Parts PreferredRequires Parts Recommended Package EssentialRequires Parts * Does not apply to CALA and APAC Minimum required attach

  11. Support Advantage Feature Details Upgrade Advantage Upgrade Advantage Software Subscription • Advanced Services • Software Release Maintenance • Remote Backup • Enhanced Monitoring • Other additional Services Parts Advanced Services Options Onsite • Onsite: • 8x5 • 24x7* • Terminal Replacement • NBD • Additional parts options: • 8x5x4 (where available) • 24x7x4 (where available) Onsite with Additional Parts Options • Preferred Support • Proactive remote monitoring with EXPERT SystemsSM • Alarm resolution • Off-Board alarm notification- PSTN • 15 minute major response times with web cases • Secure Access Link (SAL) Policy Server PreferredRequires Parts Recommended Package • Minimum Level of Support Required: • Parts • Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available • Essential Support • Remote Hardware Support • 24x7 Remote technical assist • 2 hour major response time • Firmware updates • Remote Software Support • 24x7 Remote technical assist • 2 hour major response time • Software updates • Web Services EssentialRequires Parts Minimum required attach *4 hours or better for critical out of service/majors (Sev. 1 or 2) if the site is located in the U.S. or is included in the Country Availability and Major Cities addendum

  12. Four Steps to Customizing Support Advantage Coverage Upgrade Advantage Choose from Advanced Services: 3 Parts Advanced Services Options Onsite • Software Release Maintenance • Remote Back-Up Admin • Product Correction Support • Client Service Manager • Enhanced Monitoring • Single Point of Contact • Agency Carrier • Terminal Replacement Choose Upgrade Advantage 4 PreferredRequires Parts Select Core Support Coverage: Preferred Essential 1 Select Parts or Onsite Support: Parts NBD* Parts 8x5x4 Parts 24x7x4 Onsite 8x5 (includes Parts Coverage) Onsite 24x7 (includes Parts Coverage) 2 EssentialRequires Parts *6-month transition period for minimum parts requirement of NBD for US, Canada and EMEA following GA. Parts NBD is already required by policy in APAC and CALA. Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available. 12

  13. Support Advantage Pricing Support Advantage pricing is simple and globally consistent  Global Price List 3 1 2 $ Price List Price # of license server/gateway • Support pricing and discounting will not be tied to product • Pricing will vary depending on configuration • * Discounted with software MPG

  14. Enhancing Customer Value through Support Advantage Flexibility & Simplicity Immediacy Immediacy • Globally consistent remote hardware and software support included in all support offers • Simple pricing and invoicing • 24x7 access to web resources and remote technical support • Menu of service offers aligned with customer needs • Experience award-winning services and support - recognized by 13 separate industry awards • Co-termination of contracts at system level • Synchronized billing for multi-year coverage** With Preferred Support: • Up to 85% faster response times via web ticketing • Proactive alert of alarms related to PSTN facilities • Monitoring and proactive issue resolution with EXPERT SystemsSM • High-speed secure connectivity with centralized management • 99% resolution of system generated alarms without dispatch • 20% average faster resolution *Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available ** Synchronized billing will be available at a date to be determined, following GA,

  15. Support Advantage Details

  16. What’s Changing with Support Advantage? Support Advantage is the maintenance model for new sales and upgrades* New Offer Elements • Holistic remote hardware and software support in Essential Support • Essential Support and Parts Next Business Day (NBD)* is required minimum attach • Pricing independent from product pricing • Co-termination within a system Contract & Billing Policies • Standard contract lengths are 1 and 3 year(s) • Day 1 billing • Re-initiation fee 30 days after contract expiration *Does not apply to SME or OEM products. CS1000, CallPilot and Meridian 1will transition over time to analogous offer. ** 6 month transitional period for US, Canada and EMEA.

  17. Essential Support • What is it? • 24x7 remote technical support for software and hardware • Does not include monitoring • Access to Intellectual Property (software and firmware updates) • Web services • Improved response times*: • Critical Total Out of Service: <1 hour response • Majors: <2 hours response • *(Response Time = Receipt to First Contact, Question/Information Request: < 8 business hours) • Avaya will respond to minor alarms during standard business hours • Target Audience • Customers who have developed their own monitoring tools and have skilled resources available Upgrade Advantage Onsite Advanced Services Options Parts PreferredRequires Parts EssentialRequires Parts

  18. Preferred Support Best Value • What is it? • Includes Essential Support, plus: • Advanced remote 24x7 issue identification and resolution for hardware and software • EXPERT SystemsSM remote monitoring and advanced secure connectivity • Up to 85% faster response times than Essential Support • Off board alarm notification for PSTN facilities • 99% of alarms resolved with automated tools and remote Avaya expertise often before customer notices • Web case priority routing • Critical and Majors: <15 min. response for web cases • (Response Time = Receipt to First Contact, Question/Information Request: < 8 business hours) • Avaya will respond to minor alarms during standard business hours • Target Audience • Customers that require priority response and need to leverage Avaya’s monitoring capabilities for issue resolution Upgrade Advantage Onsite Advanced Services Options Parts PreferredRequires Parts EssentialRequires Parts

  19. Parts & Terminal Replacement • Parts Next Business Day (NBD) • Customer must purchase Parts NBD* • Parts replacement on a next business day basis of any covered part that Avaya determines to be inoperative will be shipped for next day delivery (where available) • Access to over 3,200 unique replacement parts • 250 material handling locations in 43 countries • Support s over 10,000 SKU’s • 500,000 units shipped annually • Additional Parts Options • Additional expedited delivery options where available: • 8x5x4 Parts and 24x7x4 Parts • Critical parts are delivered by courier • Terminal Replacement • Provides next business day delivery (NBD) for replacement of defective terminals • Requires Essential/Preferred (with Parts NBD), or Essential/Preferred with Onsite Support Upgrade Advantage Onsite Advanced Services Options Parts PreferredRequires Parts EssentialRequires Parts Essential *6-month transition is only for US, Canada and EMEA. Parts NBD is required by policy in APAC and CALA. Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available

  20. Onsite • Onsite • Avaya will dispatch a technician to the customer site for trouble resolution and/or parts replacement • Includes replacement of critical parts • 2 delivery options available: • 8x5 hours • 24x7 hours* • Geographically dependent • Target Audience • Customers that require support coverage and onsite expertise from Avaya engineers Upgrade Advantage Onsite Advanced Services Options Parts PreferredRequires Parts EssentialRequires Parts Essential *4 hours or better for critical out of service/majors (Sev. 1 or 2) if the site is located in the U.S. or is included in the Country Availability and Major Cities addendum

  21. Advanced Services • What is it? • A variety of value added services that can be added to maintenance • Available with Essential or Preferred (based on regional and application availability): • Software Release Maintenance • Product Correction Support (also requires Onsite) • Client Service Manager • Available with Preferred Support only (based on regional availability): • Single Point of Contact • Agency Carrier • Remote Back-Up Administration • Enhanced Monitoring • Target Audience • Customers who have additional support needs and require external technical expertise and resources Upgrade Advantage Onsite Advanced Services Options Parts PreferredRequires Parts EssentialRequires Parts Essential

  22. Upgrade Advantage • What is it? • Available with either Essential or Preferred Support • Subscription to major software upgrades • Major Releases are identified by the first digit of the release number: • 5.x.x (which signifies release 5) • 6.x.x (which signifies release 6) • Target Audience: • Customers looking for economical access to Avaya’s innovation Upgrade Advantage Onsite Advanced Services Options Parts PreferredRequires Parts EssentialRequires Parts Essential

  23. Advanced Services 23

  24. Advanced Services-Software Release Maintenance • Software Release Maintenance(Global Available with Essential or Preferred) • Provides formal notification of Product Updates pertaining to the customer site • Assesses impact to the customer (Benefits and Risks) • Applies customer’s business rules • Manages update schedule & executes remote updates, restore and reboot • Provides monthly reports Essential Keeps systems updated for optimal performance

  25. Advanced Services- Product Correction Support • Product Correction Support (US/Canada with Essential or Preferred and Onsite) • Product Correction Support provides onsite support(any time Mon-Sat, except for holidays) to implement Software, Firmware and Operating System Services Packs Essential Ensures effective implementation of Service Packs

  26. Advanced Services- Client Service Manager • Client Service Manager (Globally Available with Essential or Preferred) • Provides support for: Service escalations & support planning • Manages service level quality across all Avaya solutions and customer sites • Provides guidance on best practices Delivers Metrics & Reports • Provides various customer detailed reports Essential Serves as the Customer’s Trusted Advisor

  27. Advanced Services-Single Point of Contact • Single Point of Contact • (US and Canada with Preferred) • Provides the customer a single number to call to address all of their services needs • This team has an intimate working relationship with the customer and knows the customers: • Solutions • Configuration • Network • Operations • Business practices Essential One place to call for your support needs

  28. Advanced Services-Agency PSTN • Agency PSTN • (US and Canada with Preferred and SPOC) • Agency allows Avaya to act on your behalf to resolve and coordinate resources related to telephony trunks that terminate on Avaya • Equipment is provided by the customer’s network providers Essential Removes frustration & expedites results

  29. Advanced Services-Remote Backup Administration • Remote Back Up Administration • (Globally Available with Preferred) • Provides increased business continuity assurance • Remotely backs up the customer’s system translations on a weekly basis • Stores the most recent back on a secure Avaya server • Provides 24x7 support in the event that server translations are lost and need to be restored Essential Restores system if a disaster occurs and system translations are lost

  30. Advanced Services-Enhanced Monitoring • Enhanced Monitoring • (Previously known as Proactive IP Support- Globally Available with Preferred) • Secure & Continuous Monitoring of your Avaya productsand the IP Network for fault detection • Notification of service outages within 15 minutes • Case Management supported Avaya products • Fault isolation and resolution • Monthly Reports • Customer Portal Essential Provides advanced monitoring essential for high performance

  31. Support Advantage Secure Access Link (SAL) • SAL Concentrator* • Onsite Concentrator – Can be purchased with Essential or Preferred • Hosted Concentrator – Can be purchased with Essential and Preferred • SAL Gateway • Customer Entitlement with Essential • SAL Policy Server • Customer Entitlement with Preferred • *Note: Alarm flow from the customer gateway can be directed to either the Partner Concentrator or the Avaya Concentrator dependent upon the support agreement specific to the customer opportunity. Case Notifications on the backend provided for status updates.

  32. Support Coverage Requirements All new enterprise product sales are requiredto have Essential Support + Parts NBD* * Parts NBD is required where geographically available. Parts NBD is optional in US, Canada and EMEA, for the 1st 6 months after GA.

  33. Transitioning to Support Advantage New System Sales & Upgrades Sales Scenario Available Options New System Sale (Except for Master Agreements with SSI) Purchase Support Advantage Utility Contracts (North America) Recast to Support Advantage OR Continue with existing contract until expiration. At expiration coverage recasts to Support Advantage Traditional PSS contracts (Global) Recast to Support Advantage Customers with Software Support and accompanying hardware maintenance Recast to Support Advantage, including cancellation of hardware maintenance contract Customers with Software Support + Upgrades Support and accompanying hardware maintenance Customer takes advantage of the +U to get their entitled upgrade. Existing hardware maintenance remains in place.

  34. Transitioning to Support Advantage Renewals Sales Scenario Available Options Continue with existing contract Utility (North America) or PSS (Global)Maintenance Contract Customer stays on non-SA eligible product Customers with Software Support and accompanying hardware maintenance Recast to Support Advantage, including cancellation of hardware maintenance contract OR Continue to renew existing Software Support and hardware maintenance contract until a product upgrade occurs. Customers with Software Support + Upgrades and accompanying hardware maintenance ANDa product upgrade occurred Customers with Software Support + Upgrades and accompanying hardware maintenance ANDa product upgrade did NOT occur Recast to Support Advantage, including cancellation of hardware maintenance contract Recast to Support Advantage, including cancellation of hardware maintenance contract OR Continue to renew existing Software Support + Upgrades and hardware maintenance contract until a product upgrade occurs

  35. Per License Pricing • Offers priced per license: • Essential and Preferred • Upgrade Advantage • Priced as an additional per license, in addition to the Essential or Preferred Support fee • List prices will be different based on a 1 year or 3 year Upgrade Advantage term. • Advanced Services* • Single Point of Contact • Agency Carrier • Enhanced Monitoring • Per License Pricing is based on the total number of user licenses, or total number of concurrent user licenses • All licenses for a single application on a single server must have the same level of coverage (i.e., Essential Support or Preferred Support) * Client Services Manager is priced on a flat annual fee

  36. Per Server / Gateway Pricing • Offers priced per server/gateway: • Parts • Onsite Support • Onsite Support fee is a in lieu of the Parts fee, since Onsite includes Parts. The Customer will only see the Onsite fee on their invoice. • Terminal Replacement • The pricing for the Terminal Replacement add-on option is a per gateway fee. • This fee is in addition to the Parts or Onsite Support fee • Advanced Services* • Software Release Maintenance • Product Correction Support • Remote Backup Administration • Per Server/Gateway pricing is based on the number of servers, gateways and/or per Major Hardware Components • This fee is in addition to the Essential or Preferred Support fees * Client Services Manager is priced on a flat annual fee

  37. Servers & Gateways Classifications • Servers • Application / Modular Messaging / CM – Aura / • Gateways • Classified as Small / Medium / Large • Examples noted below:

  38. Delivering Value with Avaya Preferred Support Full Coverage

  39. The Value of Avaya Support AdvantageFull Spectrum of Support Upgrade Advantage Flexible Advanced Services Options Parts Onsite Onsite Advanced Services Options Upgrade Advantage PreferredRequires Parts Simple Avaya Support Advantage Preferred Recommended Package EssentialRequires Parts Immediate Avaya recommendedSupport Coverage Minimum required attach 24x7 Remote Hardware &Software Support

  40. Recommended Combination of Support Advantage Services • Preferred Support • For just pennies a day more per user license when compared to Essential Support, Preferred Support provides a comprehensive yet flexible support package, including: • 24x7 hardware and software support • Monitoring and proactive issue resolution • 15 minute accelerated response interval on majors via web ticketing • Off-board alarm notifications • Onsite • Highly-trained certified technicians dispatched to customer’s site • Advanced Services • Robust selection of enhanced service offers, including: • Software Release Maintenance, Enhanced Monitoring, Remote Back-up Administration , and more… • Upgrade Advantage • Access to major software upgrades on subscription basis Recommended Combination of Services Alarms resolved remotely with automated tools 99% 85% of U.S. customers buy equivalent of Preferred + Onsite Faster response times than previous support offers Reduced risk of experiencing a major system outage 85% 74%

  41. Preferred Support Preferred Support Comprehensive Support Coverage What are the benefits? • Faster responses through web ticketing and intelligent routing • Access to minor updates and notifications and enhanced web services Onsite Advanced Services Options Alarms resolved remotely with automated tools 99% • What is it? • Remote 24x7 technical support for hardware and software • Remote monitoring with EXPERT SystemsSM • Off board alarm notification and secure policy management Upgrade Advantage Faster response times than previous support offers 85% Preferred *Additional delivery options for parts available, including 8x5x4 and 24x7x4 expedited deliveries (where available) 41

  42. EXPERT Systems SMPreferred Support Proactive Remote Monitoring Preferred Support Faster resolution of major issues (on average) 20% Identification Detects system generated alarms with more than 40,000 intelligent alarm solutions Isolation Diagnosis begins in less than 90 seconds and determines if issue can be resolved remotely Resolution EXPERT monitoring resolves 99% of alarms remotely without an engineer Less likely to have a major outage 74%

  43. Faster Response Times Preferred Support Delivering Additional Value Faster responses through web ticketing and intelligent routing Preferred Support Faster response than previous support offers 85% Critical and Major Alarms: <15 min. response* < 2 Hours Minor alarms: Next Business Day objective < 15 min * Response Time = Receipt to First Contact, Question/Information Request: < 8 business hours

  44. Secure Access Link Policy ServerPreferred Support Centralized Policy Definition and Management Tool Preferred Support Centralized tool for policy definition and management Improve Security Auditable access and unique identity for improved authentication of technicians Control Costs Quickly implement new security and/or other policies and avoid costs associated with non-compliance Increase Options Grant accessibility internally by role or externally by service partner or Avaya technician

  45. Onsite Services Onsite Services Certified Onsite Resources What are the benefits? • Additional support coverage and access to Avaya expertise • Access to parts without added expenses of inventory carrying costs • Reduce internal training and staffing expenses Troubleshoot and resolve issues faster Onsite Advanced Services Options Upgrade Advantage • What is it? • Avaya approved onsite technicians dispatched to a site • Includes parts • Delivery available 8x5 or 24x7* • Services are geographically dependent • Onsite support is currently not available in APAC Faster resolution with onsite technician 20% Preferred *4 hours or better for critical out of service/majors (Sev. 1 or 2) if the site is located in the U.S. or is included in the Country Availability and Major Cities addendum 45

  46. Advanced Services Advanced Services Complementary Support Services Additional protection for network investments Onsite Advanced Services Options Upgrade Advantage • Most Popular Services (available globally): • Software Release Maintenance • Provides notification of product updates for Communication Manager, Modular Messaging, and Interactive Response • Relieves internal resources from evaluating & performing service pack installations • Remote Back-Up Administration • Provides software backup for voice system translations on a routine basis • Provides restoral of backed up translations 24x7 • Enhanced Monitoring • Secure, 24x7 remote monitoring of your converged IP networks • Receive notification of service outages within 15 minutes Optimize your networks and mitigate risks Preferred 46

  47. Upgrade Advantage Upgrade Advantage Cost Effective Software Subscription Reduce risks staying up to date on latest technologies Onsite Advanced Services Options Upgrade Advantage • What is it? • Access to major software upgrades on a subscription basis • Major Releases are identified by the first digit of the release number: • 5.x.x (which signifies release 5) • 6.x.x (which signifies release 6) What are the benefits? • Provides investment protection for Communication systems and applications • Keeps you competitive and your systems up to date • Most economical way to access major Avaya innovation and Intellectual Property (IP) Lower costs Preferred 47

  48. Maximizing Your Investments > 85% of U.S. customers buy equivalent of Preferred + Onsite Best investment protection for your systems • Flexible • Choose the support coverage needed to meet your business needs and ensure ongoing support for your communications network Onsite Advanced Services Options Upgrade Advantage • Simple • Know you’re covered no matter where the issue originated with full hardware and software support Preferred • Immediate • Receive the service you need, fast. Avaya quickly identifies and resolves issues remotely with web ticketing and intelligent routing.

  49. Global Coverage Financial Health History in Technological Leadership Market Leadership and Expertise in Unified Communications and Contact Center applications Why Avaya… Leverage our world-class expertise across communication networks spanning multiple industry verticals Strong Market Leader Innovation • Avaya Aura™ Architecture • Vision for Context-Aware, Sessions-Based Communications • Open, Standards-based on SIP and SOA • Reliability, Security, Use-ability 49

  50. Industry-Recognized Quality of Service Access to award winning support for all maintenance customers J.D. Power and Associates Certification For 3 years in a row, Avaya has been recognized by J.D. Power and Associates for “Providing An Outstanding Customer Experience” HALL OF FAME BEST PRACTICES 2010 • Hall of Fame Award • Recognition for Lifetime Achievement for Outstanding Service • Best Customer Commitment Award in 2010 • Best Knowledge Management PracticesAward in 2009 and 2010 • Best Service Delivery Optimization Award in 2010 • Best Automation Vendor in 2000 • Excellence in Service Operations Support Awards for 2009 and 2010 in NA, 2011 Globally Awarded for exceptional processes and support delivery • Excellence in Continual Improvement Award in 2010 • Excellence in Mission Critical Support, Software Award in 2010 1J.D. Power and Associates 2011 Certified Technology Service & Support ProgramSM, developed in conjunction with Technology Services Industry Associates (TSIA). For more information, visit www.jdpower.com or www.tsia.com

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