Support Advantage – Overview

1. Support Advantage – Overview August 10, 2011

2. 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

3. Eligible Avaya Enterprise Products 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 3

4. 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 *Synchronized billing will be available post GA (August 1, 2011), at a date to be determined,

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8. Recommended Combination of Support Advantage Services: For Optimal Solution Performance and Stronger ROI • Preferred Support • For just slightly 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 min 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%

9. Four Steps to Customizing Support Advantage Coverage Upgrade Advantage Choose from Advanced Services: 3 Parts Advanced Services Options Onsite • Software Release Maintenance • Terminal Replacement • Product Correction Support • Client Service Manager • Enhanced Monitoring • Single Point of Contact • Agency Carrier • Remote Back-Up Admin 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. 9

10. Avaya Products Not Migrating Support Advantage GA Products Not Migrating 10

11. 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.

12. 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

13. Support AdvantageProduct Eligibility for SA & How Quote Tools Affect It There are two determinants for SA eligibility: Product must be designated as SA-eligible The quote tool used must support SA Both must be true to get an SA quote Sample Scenarios

14. Billing for SA • SA bills Just like SS & SSU bills today on ‘Day 1’. This billing will apply to all SA offers including Parts and Onsite. • If the Supported Products are purchased through an Avaya authorized Partner, support will commence on the first day of the second month following Supported Products Order Closure. • Support for additional licenses (after initial commencement of support) will commence on the first day of the month followingOrder Closure for those additional licenses. • If Avaya sells and installs the Supported Products, support will commence on the date Avaya notifies the Customer that the Supported Products are installed according to specifications. • If Avaya sells the Supported Products directly, but does not install the Support Products, support will commence on the earlier of the date when software (i) features are enabled, (ii) is downloaded to the target processor or (iii) physically delivered to the Customer premises.

15. Parts 8x5x4 and Parts 7x24x4 Parts 4 hour response offers: • Available in selected geographies in countries where Parts coverage is available • Quote tools DO NOT control 4 Hour coverage selection availability in countries where Parts are available • 4 hour coverage eligibility is determined based on driving distance from Avaya stocking location to customer site as follows and stated in the SAS: • Within 100 miles for the U.S., 150 kilometers for all countries within EMEA and 75 kilometers for all other countries • 4 hour coverage eligibility must be determined before quoting the offer. Otherwise, customers may contract for support that cannot be delivered • In order to determine support eligibility: • Go to the Support Advantage page of Avaya Support located at http://support.avaya.com/support_advantage). • Click on the link Avaya Stocking Locations for Parts • Will be updated with stocking location addresses prior to SA GA • Use Google Maps or similar to determine driving distance For Avaya’s FY12, we are looking into having an interactive tool that a partner/customer could use to determine eligibility. This is not available for SA GA and timing is TBD.