hNES Support Services What you need to know about PASS, Express & BoH

1. hNES Support ServicesWhat you need to know about PASS, Express & BoH Frankfurt training session April 5-6, 2011

2. Training Summary Quoting & Configuring PASS & Express Order Submission & Entitlement Services Strategy & Co-Delivery Eligibility T&M Support Finding Info on Services Offers PASS & Express Required Attach & Intellectual Property Lifecycle Management Data & SME Support

3. Services Strategy & Co-Delivery Eligibility

4. Avaya provides Customer • 1st & 2nd line support • Onsite Labor • L3 Tech Support / Corrective Content • Advanced Hardware Replacement • Software Upgrades (SRS) • Avaya provides Partner • L3 Tech Support / Corrective Content • Advanced Hardware Replacement • Software Upgrades (SRS) Services Strategy Go To Market Support Options Avaya NES Express Partner support backed by Avaya PASS • Services sold to partners to support their customer offerings • Customer contact owned by the partner • Service delivered to partner by Avaya Sales/Contract Partner Partner • Services sold through partners and delivered by Avaya • Reduce partner investment in training/ infrastructure • Customer contacts Avaya directly • Partner provides Customer • 1st & 2nd line support • Onsite Labor Support Delivery Customer

5. Product Sales Authorisation APSS Avaya Professional Sales Specialist APDS Avaya Professional Design Specialist PA – Product Authorisation, Sell & Design * Vintage certification varies by product 5

6. Product Services Authorisations ACIS Avaya Certified Implementation Specialist Required now where available ACSS Avaya Certified Support Specialist Launching from June 2011 ACS Implement Avaya Certified Specialist Extended to 31/12 (new valid for 2 years) PA – Product Authorisation, Sell & Design Extended until 31/12 for Co-delivery 6 6

7. Onsite Service AssessmentMaintenance Authorisation – Co-Delivery • The On-site Implementation and Support Assessment must be completed, whether you are of Authorized, Silver, Gold or Platinum partner status. • The Assessment focuses on your operational structure and processes used to provide effective customer service to our joint customers. • The Assessment will cover: • Front-line Customer Service • Field Service • Installation and Project Management • Operational Performance • Spares Management and Logistics • There is an Assessment Fee of 2,500$ billable for Silver and Authorized partners. This can be refunded for 50% using your Marketing Funds. • Travel costs are additional for Silver and Authorized partners. For further information on the assessment please click on the following link: • https://partner.avaya.com/ptlWeb/bp/so/CS200982010758377012/C201021584358570037/SN201021594523828032/SN201021594523828032

8. PASS Overview Partner Assurance Support Services (PASS) Co-delivery annuity service • PASS is available on the core product sets listed below* • Each partner requires a unique PASS contract • PASS contracts are per products for multiple sites • PASS is sold only to Sales authorized (Sell/Design) Avaya Partners • Criteria to be Eligibale to buy PASS: Roadmap solutions ACE / AACC / Data 1 ACSS per product Vintage Products CS1000/Call Pilot 1PA Maintain BCM 1PA Implement Onsite Service assessment – Implement & Maintain Partners must hold and maintain the assessment which is valid for two year period and will need to be renewed for it to remain valid. *some older legacy product are available with PASS (PA = Product Authorisation)

9. PASS Eligibility Requirements

10. PASS & Express Portfolio

11. PASS PortfolioIntroduction • PASS is available for NES Voice, Data and Contact Centre solutions • Avaya Partner Assurance Support Services back the partner’s maintenance offer, providing access to patches, updates and Tier III and IV support for your solution. • Partner Assurance Support Service offers can include: • PASS Basic: Remote Tier 3 Technical Support , Tier 4 if applicable (see Lifecycle Mgt for further details) and Corrective Content (patches or updates) • SRS (Software Release Subscription): like for like software upgrades • Advanced shipment of replacement hardware • Onsite Labor • Return to Factory Repair Services Additional Sources of information For PASS collateral including Partner Presentations, Customer Presentations, Customer Talking points, customizable e-mails, etc visit the PASS Offer Management site at: https://partner.avaya.com/ptlWeb/bp/services/SV0522/AllCollateral

12. Express PortfolioIntroduction • Express Support Services are Heritage NES Wholesale Maintenance services enabling partners to sell maintenance to customers without up front investment. • Express is available for NES Voice, Data and Contact Centre solutions • Express Support Service offers can include: • Remote Tier 1,2 & Tier 3 Technical Support , Tier 4 if applicable (see Lifecycle Mgt for further details) and Corrective Content (patches or updates) • End-users calls are accepted if the Partner wishes • SRS (Software Release Subscription): like for like software upgrades • Advanced shipment of replacement hardware • Onsite Labor • Return to Factory Repair Services

13. PASS/Express PortfolioOrder Codes While the specific order codes are too numerous to list (i.e. over 2,500), they follow the model Gx4300aaa (PASS) or Gx6300aaa (Express) • The “x” represents one of the following characters; E, U, L, F, G, H, J, K, N • Technology Support Basic (L, F, G, H) services include HW remote technical support, corrective content, and a hardware service such as repair & return or managed spares. • Technology Support Plus (J, K, N) services include remote HW technical support, corrective content, managed spares, and managed spares with on-site support • GEx300aaa includes remote SW technical support and corrective content; referred to as PASS Basic • GUx300aaa service includes remote SW technical support, corrective content, and software upgrades (SRS); referred to as PASS Plus SRS • aaa represents the Service Line Number (SLN) • GEx303aaa & GUx303aaa order codes are available for certain products. These are special 3 year service order codes that have the multi-year discount already built into the price. Generally, these codes are available for high volume voice products (CS1000, CP, CC, and BCM) What are the PASS/ Express order codes and how do they align with PASS / Express Basic & PASS / Express Plus SRS

14. PASS & Express Order CodesIn detail Gxy30zaaa The SLN s a unique code used to define the support price. SLN can be found using the SLIRG available under GPPC 3 is selectable with CS1K, CC & CP . It triggers a multiyear discount.

15. PASS PortfolioAvailability by Product Family While the PASS/Express downloadable pricebook available on Global Product & Pricing Catalogue (GPPC) should be referenced for PASS availability by product, the following table can be referenced for primary products. Which PASS services are available on the various NES heritage products Asia only 1 CRQM only available as GU4300 All Part replacement and on-site labor options may not be available based on location; accordingly, EC Services should be used to configure service quotes

16. Express PortfolioSupport Options * GW :Plan for elimination in May 2011

17. Express PortfolioAvailability by Product Family P Available Not available Planned in EC in May 2011 * GW Plan for elimination in May 2011 O R

18. EMEA Parts & Onsite Offer Availability (product restrictions apply) • To qualify for same business day or next business day or 4 hours Part replacement the end-user site must be located in one of the below countries and the end-user site must be located in a: • 80km Radius from the below cities for same business day or 4 hours Part replacement • 400km Radius from the below cities for next business day part replacement

19. Lifecycle Management

20. PASS & Express Portfolio Lifecycle Management While PASS service offers do not change until a product reaches End of Service Support, the availability of PASS Plus SRS (GU4300) and corrective content is affected by a product’s Lifecycle status. Additional Sources of information PASS Life Cycle Management Guide https://partner.avaya.com/ptlWeb/bp/services/SV0522/AllCollateral Avaya Lifecycle Management policy http://support.avaya.com/css/P8/documents/100081098 How do PASS deliverables change as the product lifecycle status changes?

21. Current Status as of March 25, 2011 Lifecycle Status Service Deliverables & Offer Availability SW support: GU 1 year orderable SW Support: GU 2&3 year orderable SW Support: Only GE orderable SW Support: T&M only

22. As of March 25, 2011 PASS/Express Availability by Release Minimum Qualified Release • R7.5 becomes the min release for PASS Plus 1 yr on April 21 • Avaya Lifecycle Management policy • http://support.avaya.com/css/P8/documents/100081098 * Express alignment planned in MAY

23. Data Product FamilyService Availability Legend M – minimal attach O – Optional service Data Support for Partners *A Blocks of Hours based offers that provides access to operational software upgrades and corrective content is available for product that are not under required attached

24. SME Product FamilyService Availability • BOH SME Support for PASS eligible Partners • Provides access to Avaya backbone support & corrective content for PASS qualified partners • PASS continues to be available as an optional offer (onsite support discontinued)

25. Data & SME Technical Support

26. SME & Data Block of Hours (BoH) Technical Support for Partners Is there an alternative to attached services for SME & Edge Data products? • Avaya SME Support for Partners and Data Block of Hours are a global offers available to co-delivery authorized Partners • The SME Support offer supports the IP Office communications solution and NES heritage SME products (i.e. BCM, Norstar, CallPilot mini, SCS) • The Data Block of Hours offer supports higher volume Edge Data equipment. • A list of Enterprise Data minimum required service attach PECs has been added as a separate file in the Enterprise Data Full Price List (FPL) available on GPPC • The offer is designed to be purchased at the Partner organization level and cover the partner’s SME/Data base. • Note: These offers are not available in APAC Additional Sources of information • For the SME Support for Partners offer page on the Partner portal • https://partner.avaya.com/ptlWeb/bp/services/SV0518 • For the Data Block of Hours offer page on the Partner portal https://enterpriseportal.avaya.com/ptlWeb/bp/services/SV0553/AllCollateral

27. Data Technical Support for PartnersService Delivery Options PASS Co-Delivery Gx4300 Data Tech Support BOH Co-Delivery SP251x Express Wholesale Gx6300 • Fixed price – planned cost • Provides co-delivery options beyond basic L3 support • Eliminate the need to carry spares inventory • Access to HW & Onsite support labor • Provides Operational Software updates & upgrades • Cost Effective – partner controlled • Provides L3 technical support to the partner only • Partner provides L1/L2 and all HW & Onsite support • Provides Operational Software updates & Upgrades • No need to invest in support resources • Resell Avaya full support • Remote Tech Support with HW & SW support options • Provides Operational Software updates & upgrades Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 27

28. Data Technical Support OffersComparison Summary

29. Data BOH SupportOffer Details Manufacturer Support Offer Support Hour Usage • Base offer consists of 5 hours of Remote Technical Support. Additional 5, 15, and 30 hour increment options are available • Individual Partner Purchase • BoH can be used to support Partner’s existing customers Data Product as well as new installs • Purchased by partners direct from Avaya or through Distribution, globally • No requirement for capturing installed base serial numbers Support Hour Usage • Base offer consists of 5 hours of Remote Technical Support. Additional 5, 15, and 30 hour increment options are available • Support hour life span of 24 months after SAP order upload • Min. decrement: 30 min/per request.15 Minutes thereafter • No decrement for product deficiencies during warranty period • Support hour life span of 24 months after SAP order upload • Min. decrement: 30 min/per request.15 Minutes thereafter • No decrement for product deficiencies during warranty period Availability Enhanced Tools • Global availability October 1, 2010 • No variations between theatres • Applies to GA, MD and EOL Supported Products • Pricing available within GPPC globally since September 1, 2010 • Web-based ticketing and monitoring • Status review of known operationaland application software problems • Download of operational and application s/w products major releases & updates • Access to technical documentation • Ability to log a case

30. Data BOH Support Pricing Summary Vivid discount is applicable Order Codes and pricing are Specific to heritage Nortel Enterprise Partners and are subject to applicable Service Support discounting Price Architecture 30

31. Service OrderProcessing time: 5 business days All Partners requiredto have anAvaya Sold To Data BOH SupportOrder Process • Business Partners:Order with Avaya or via Stocking Distributor • Pricing Availability: BOH Base Service Offer & Incremental Hours in Global Product Pricing Catalog (GPPC) • Services Orders:Submitted through standard regional process More information: Avaya Partner Portal > Services A-Z > Data Networking Services http://portal.avaya.com/ptlWeb/gs/services/SV0553

32. SME Service Offer Options (hNES)BCM, Norstar, CallPilot Mini SME Technical Support Express Partner Assurance Support Services(PASS) • Single purchase applies to all SMEC Products: • IP Office • BCM • Norstar • CallPilot Mini • Remote Avaya Backbone Engineering support • Onsite support option not available • Continued availability • Onsite support option post July 1, 2010 • USA will continue to be available • Rest of World (ROW) will not be available for purchase • Available for BCM • Continued availability • Optional offer for scenarios including but not limited to: • Customer’s with a mix of CS1K & BCM who wish to have a single service support structure • Partners wishing to renew their existing PASS offer • Onsite support option not available • Available for BCM

33. SME Service Offer Options Comparison Summary

34. SME Technical Support for PartnersAvailable Features 1 SME Expert Partners 2 Available to all Authorized Partners

35. SME Technical Support for PartnersPricing *These are indicative ranges only – discounts through Distributionare subject to negotiation between Partners and Distributors

36. SME Technical Support for Partners Material/Order Codes

37. Service OrderProcessing time: 5 business days All Partners requiredto have anAvaya Sold To SME Technical Support for Partners Order Process • Business Partners:Order with Avaya or via Stocking Distributor • Partners authorized for direct ordering:SME Base Service Offer: Global Product Pricing Catalog (GPPC) More information: Avaya Partner Portal > Services A-Z > Small and Medium Enterprise Technical Support for Partners http://portal.avaya.com/ptlWeb/services/SV0518

38. Time & Materials (T&M)

39. T&M for End of Life Products How are End of Life products supported? • For Nortel heritage products, Time & Materials (T&M) support is available for products with a lifecycle management status of End of Service Support (EOSS), formerly known as End of Life (EOL). • Release status of the software, as indicated in the Enterprise Software Lifecycle Plan of Record contained within the applicable product Life Cycle Management Policy, is EOL or EOSS • T&M support rates for partners are: • $400 per hour, one hour minimum • $100 for each additional 15 minutes • To cover each case or incident under this non-contracted offer, a minimum $5,000 pre-payment is required (Order Code A0816992). Once the service case has been closed, only the actual charges will be calculated and invoiced. • Any charges beyond the minimum requirement will require a supplemental payment equal to the actual incremental charges incurred. • This offer is not subject to discounts, including any programmatic or special discount considerations. NOTE: This offer will be replaced by Limited Lifetime Support (LLS). Details to follow pending LLS availability Additional Sources of information: For more information, please refer to “EOL Remote Technical Support for NES Products” on the PASS Offer Mgt Page

40. Required Attach Policy & Intellectual Property

41. Required Attach Qualified Products • Effective July 1, 2010, a “Required Point of Sale Attachment of Maintenance Services” went into effect for NES products. This policy will require a corresponding Services order for each product order. • This policy applies to all NES products with the following exceptions: • SME portfolio (BCM, SCS, IP Office, Norstar, CallPilot mini) • ERS Stackables • Routers VPNR 17xx, 2700, 5000, SR 100x, SR 3120 • Mobility AP 233x, MP432, WLAN Mgmt upgrades • NES products not supported under PASS/Express services (product with a Life Cycle Management status of End of Life prior to January 1, 2010). These products will be supported under T&M Additional Sources of information • For more information, please refer to “Required Attach Policy for Data Support ” on the PASS Offer Mgt Page Document available as attachment to this presentation 46

42. Required AttachPolicy • The required attach policy applies as follows: • All Enterprise Configurator (“EC”) Voice Quote Types (i.e. new, upgrades, expansions, Independent Apps, etc.) shall have a maintenance service attached. • Either PASS or Express services may be applied to meet the service attach requirement. • For expansions, if there is not a service contract on the base system, services must be added to both the base system & the expansion. • EC Voice Quote cannot be made Ready to Order without an accompanying Services Quote. • This process will generate two distinct quotes – one for product and one for services. • Implementation Services are not impacted by the minimum attach requirements. • The product order will be placed on hold until a service order is received. • Required Attach at POS proceeded with the following exceptions: • Products purchased as merchandise (i.e. not configured in EC) • For systems covered under a bulk contract, through Dec 31, 2010 CS1K, CallPilot, & Contact Center expansions and upgrades will not require PASS attach at point of sale.   • One clarification to the upgrade exemption, when SRS or PASS plus SRS is used to upgrade a switch, the service attach exemption does not remove the requirement that all license be under a SRS or PASS plus SRS agreement. 47

43. Intellectual Property Is a service contract required for access to the patch library? • A customer warranty or manufacturer support coverage is required on Enterprise products for use of Avaya Intellectual Property, including distribution of software patches and updates to customers. • Following industry best practices, Avaya ensures our Intellectual Property is only available to authorized partners by: • Conducting regular audits • Putting technical measures in place to ensure compliance, including protecting access to patches behind a firewall • Stopping NES patch library access for non-service authorized partners • Ensuring partners requesting access have a minimum level of coverage • Distribution of Avaya software to customers or others not entitled to receive them is a violation of the Channel Agreement, the End User License Agreement, and the Sales Engagement Principles. Violations may cause the partner to be subject to restriction of certain benefits and/or partial or complete termination of partner’s participation in the partner program. Additional Sources of information • For more information, please refer to the Avaya Intellectual Policy portal https://partner.avaya.com/ptlWeb/bp/spCP/CS2006103115434830059/C2010428124857330097/SN201042813744990057/SN201042813744990057

44. Quoting & Configuring PASS/Express Orders

45. PASS & Express Quote & ConfigurePricing Methodology • Hardware Maintenance Contracts • Pricing based on the specific configuration of hardware • Particular product model numbers (PEC’s) map to given Service Order Codes which have fixed prices • Hardware maintenance pricing is driven directly from the product configuration. • CS1000, CallPilot, & Contact Center Software Maintenance Contracts • Pricing based on the count associated with the total ISM licenses and/or Software licenses • Software support services for CS1000, CallPilot, & Contact Center are quotable directly in EC • All PASS pricing is annual How is PASS/ Express priced?

46. PASS & Express PortfolioAccessing GPPC Additional information on GPPC Pricebooks • All GPPC users have visibility to the GPPC price book download page. The Maintenance Services pricebooks are automatically generated based on GPPC data and are now available for all regions.  The Pricebooks are in the appropriate local currency with the maintenance services codes available in their region • The Pricebooks are available either as single ZIP file for all Maintenance Services, or as individual downloadable pricebooks for PASS, Express, and Partner Managed (5500). Additional Sources of information • PASS SOWs: https://partner.avaya.com/ptlWeb/bp/services/SV0522/AllCollateral • GPPC Americas & APAC: www.avaya.com/ebizn • GPPC EMEA: www.avaya.com/ebizu If you are not a registered GPPC user, GPPC access is available through the following options: • https://partner.avaya.com/ptlWeb/bp/ • The On-boarding team will provide our welcome kit (attached). What is the GPPC Pricebook and how do I access it?

47. PASS & Express Quote & ConfigureEC Services • Enterprise Configurator Services (EC Services) configures maintenance quotes for most enterprise products and services. • Sales Engineers and Channel Partners are able to generate a PASS/Express quote from a variety of inputs.. • EC Voice (ECV) – New, Upgrade/Expansion/Application quotes • EC Data (ECD) – New and upgrade quotes • Order Center (OC) –Order Center Shopping List(requires access to OC) • Excel BOM – Structured Excel worksheet product inventory BOM • Software History – for CS1000, CallPilot, and Contact Center software maintenance services utilizing data from the software history database (KRS) • The resulting maintenance quote incorporates applicable standard discounts to which each partner is entitled. Individual users will view the appropriate pricing levels as set up in their EC user profile. • EC Services quotes start with an “S”, followed by country incoterms (2 letters), and 7 digits Additional Sources of information • Comprehensive training material is available for EC Services, including User Guides, videos, webinars ,and details of regular leader-led training classes. To access this information go to the Global Commercial eBusiness Tools page off the Avaya Partner Portal. It may also be access directly via the following link https://partner.avaya.com/ptlWeb/bp/so/CS2010615131231698038 What is EC Services?

48. Keycode Access RequestDistributor of Record Change • The Keycode Access Request process may be used to change the ‘Distributor of Record’ information for certain hNES products (BCM, CS 1000/Meridian 1 and applications such as CallPilot, Contact Center) on KRS. • This change process allows Partners to be proactive with future keycode installations and will alleviate emergency support requests for keycode downloads or generations due to incorrect distributor of record data in KRS. • Per KRS 11.2 Release Notes Page 5 of 15 • Select 'Report an Incident' • Select 'Service Family' <Corporate Applications> • Select 'Service' <Keycode Retrieval (KRS) - Service> • Provide the following information for your case: • Partner Name • Site/System ID • Reason for Change • Please allow up to 2 business days for the request to be processed. • KRS is accessible by selecting “Keycodes” from the eBusiness portal: • Americas & Asia: www.avaya.com/ebizn • EMEA: www.avaya.com/ebizu • Users may also access KRS directly from: www.avaya.com/krs

49. PASS Quote & ConfigureMultiyear discounts Additional Sources of information • Please reference the “Multiyear Support Global” DN for further detail on the discounts and processes associated with quoting and ordering multiyear services • Add DN to PASS Offer Mgt page • Three-year discounts are applicable to PASS & Express. • Three-year discounts applied in addition to the PASS transition discounts. • Three-year discounts and PASS transitional discounts are both reflected in the MSRP & WPP when a GE4303 or GU4303 order code is available. • Manual application of the three-year discounts to the one-year price is required for service offers where discrete three year order codes are not available.

50. Changing partners while under an active contract • PASS or Express is a contract between Avaya and a partner and cannot be transferred from partner to partner, • What we can support is to cancel the existing contract with partner A and open a new contract with partner B to take effect the day after partner A's contract expires (or is terminated). • Partner A sells a support contract to an end customer which includes manufacturer support from Avaya in addition to whatever services they add on top (help desk, parts, dispatch, monitoring, MACs. etc.) • The end customer becomes dissatisfied with Partner A and shops for a new support provider and Partner B is chosen. • Partner B determines the level of manufacturer support they require and creates a service quote. EC Services software history or Excel BOM loader may be used by Partner B to generate a quote • Partner B works with the end customer to establish date of when the transition will take place and the customer must notify Partner A that they will terminate their arrangement 1 day earlier. • Partner A places request for early cancellation of their PASS contract, including last date of support and notation that cancellation fees are to be waived as Partner B is submitting a replacement support contract. The replacement contract must not lapse, be at least as long of a term, and at least at the same level of service • Partner B submits PO which will take effect the day after Partner A's contract terminates. • Avaya will provide credit to Partner A for the pro-rata amount of any prepaid PASS support. • It is also important to note that the information about the existing arrangement between Avaya and Partner A is confidential and cannot be shared with Partner B. This includes, but is not limited to; level of service purchased from Avaya, term, price, system ID information, ISM or port counts, etc. • Partner B needs to work with the customer to obtain the information needed to allow them to quote their offer and determine the level of manufacturer support they require from Avaya.