1 / 34

Secure Access Link (SAL) Client Overview

Secure Access Link (SAL) Client Overview. Justin Gesso. Agenda. Delivering Value with SAL Enabling an Outstanding Suite of Services SAL Components and Capabilities Enhancing Your Support Experience. Secure Access Link.

marcin
Download Presentation

Secure Access Link (SAL) Client Overview

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Secure Access Link (SAL)Client Overview Justin Gesso

  2. Agenda • Delivering Value with SAL • Enabling an Outstanding Suite of Services • SAL Components and Capabilities • Enhancing Your Support Experience

  3. Secure Access Link A remote access and alarm transport solution software that maximizes uptime and strengthens security 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

  4. Delivering Value with SAL

  5. Delivering Value with SAL Improving your network management with superior benefits More Control and Improved Security Make balanced decisions about how you want to achieve access control More Choices Experience flexible deployment options for a tailored solution Enhanced Value Improve your communications uptime with an enabled suite of Avaya services

  6. Maintain 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 More Control & Improved Security

  7. 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 More Choices

  8. 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 Enhanced Value

  9. Enabling an Outstanding Suite of Services

  10. Leverage a Full Suite of Services Open the door to faster resolution, maximal uptime, and overall satisfaction • Fast patch and software deployments • Speedy project completion • Quick response to configuration changes Provisioning Tools • 74% fewer outages reduces service costs • 48% of system alarm resolution solved by EXPERT systems, with 99% resolved remotely EXPERT SystemsSM • Client insight and network visibility • Operations Intelligence Suite • While You Were Sleeping 2.0 Reports Intelligent Reporting Advanced Diagnostics • Seamless issue resolution • Systematic log evaluation • Center of Diagnostic Sciences (CoDS) reduces time to issue identification

  11. EXPERT SystemsSM Industry-recognized monitoring of voice networkresults in 74% fewer outages Identification Isolation Resolution Detects system generated alarms with 30,000 intelligent algorithms and begins troubleshooting in less than 5 minutes Identifies sourceof trouble and whether it can be cleared by EXPERT or dispatched toan engineer EXPERT monitoring resolves 48% of alarms without a remote engineer and provides average 20% faster resolution Median Resolution within 13 minutes

  12. Operations Intelligence Suite A single source for complete network visibility • 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

  13. Advanced Diagnostics As technology advances, so does complexity of troubles • 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 • Access to the full ecosystem of Avaya Client Services, results in performance unmatched by other remote service methodologies SAL enabled advanced diagnostics deliver Complexity *For major service requests only

  14. Components and Capabilities

  15. 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 • 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 1 2 • Flexible Alarming • Alarms can be immediately sent to Avaya and multiple service partners and/or your support center for quick response and improved oversight 3

  16. SAL Components Overview Scalable, flexible, and reliable remote service architecture • Secure Access Link Gateway Software • Secure Access Policy Software (optional) Client Components Support Center • Remote Secure Access Concentrator Software • Core Secure Access Concentrator Software • Global Access Software • Database Software

  17. Components Detail Client Components Secure Access Link Gateway Software SAL was designed to be self-installable, however there are APS offers available to help maximize implementation • 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 Required Secure Access Policy Software • Provided as part of your Avaya support agreement • Centrally manage policies • Explicit approval capabilities • Monitor and terminate active sessions Optional

  18. SAL Implementation To maximize ease of installation, APS offers three levels of support • Consulting • Design • Installation • Design Validation • Troubleshooting • Testing Services Full Advanced Validation and Training (Add-on) • Testing • Training Services • SAL Server implementation • SAL Gateway upgrade to version 2.1 Standard

  19. Enhancing Your Support Experience

  20. Preparing for the Future Innovative, forward thinking roadmap • 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

  21. Secure Access Link (SAL) for CS1000 Consolidate remote access for all of your Avaya solutions and improve your service delivery 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. • Contact Justin Gesso for more detail gesso@avaya.com

  22. 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!

  23. Maximizing System Uptime • More Control • Greater Value Access to a full suite of advanced diagnostics and Avaya tools and resources, plus: • Consolidate 500 remote access points down to a single centralized SAL Gateway • Authorize each remote access request individually and set access rules • Eliminate modem hardware and administrative expenses • Protect investments of your legacy and future products • Less Risk SAL • 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

  24. Committed to Your Business AVAYA CLIENT SERVICES Avaya Client Services MAXIMIZE SYSTEM UPTIME ENABLE COLLABORATIVE APPLICATIONS DRIVE BUSINESS PERFORMANCE Going above and beyond to achieve superior satisfaction and deliver the best value to you

  25. Proven Quality of Service Access to industry-recognized support for all maintenance customers Hall of Fame Award J.D. Power and Associates Certification Recognition for Lifetime Achievement for Outstanding Service For 4 years in a row, Avaya has been recognized by J.D. Power and Associates for providing “An Outstanding Customer Experience” TSIA Star Awards Excellence in Service Operations Support Awards – 2009, 2010, and 2011 • 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 HALL OF FAME Awarded for exceptional processes and support delivery 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

  26. 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

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

  28. Client Example Scenario 3SAL Gateway with Radius authentication

  29. Secure Access Link (SAL) Product Family Benefits Co-Resident SAL Standalone SAL SAL Policy Software Concentrator Servers used by Partners and Avaya to receive alarms and access client systems for support Reduce Costs Improve Security Increase Options

  30. Secure Access Link Enables Avaya Services • What does SAL enable for Avaya clients? • The Avaya Client Services ecosystem of advanced tools that result in fast resolution, fewer problems, and client delight.

  31. While You Were Sleeping 2.0 Reports Customized WhileYou Were Sleeping 2.0 report • 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 "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

  32. 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

  33. APS Service Delivery Options

More Related