Avaya Global Managed Services Converged Communication Management

1. Avaya Global Managed ServicesConverged Communication Management Remote Managed Services for IP Telephony

2. Remote Network Operations Custom Solutions Hosted Solutions • Software Release Management • Remote Managed Services for: • IPT • Traditional Telephony • Messaging • Data • Contact Center Services • Managed Security • Full Managed Services w/o assets • Full Managed Services w/ assets • IPT Migration Services • Contact Center Technology Outsourcing • Managed Hosted Solutions • IPT/VM • Managed Services for SPD hosted solutions Customers focus on their business, we focus on the technology… Managed Services

3. For “five 9s” reliability for voice in an IP World, we must participate in the architecture,monitoring and management of the entire domain TDM World IP World PBX App Servers / Adjuncts Expansion Port Networks Avaya Global ServicesThe Environment In Which We Operate For “five 9s” reliability for voice, we must monitorand maintain the PBX

4. Enterprise Services PlatformMarket Needs - Four Attributes • The new platform architecture enables Avaya to deliver focused, custom monitoring and management for each individual customer for the ENTIRE COMMUNICATION DOMAIN • Voice, data, applications & “solutions” • The architecture is fully distributed and web-services based • We have broken through the scale & economiesof scale barriers • The architecture was purposefully built with technologyto enable divided (shared) responsibility • We CAN navigate the managed services issues where multiple managed services providers present • The offer is made available through multiple channels to provide delivery options to our customers • We offer our partners the ability to sell, brand and participate in portions of management that leverage their capabilities.

5. NEW Unique Enterprise Service Platform Supports Continuum of Avaya Managed Solutions • Provides a real-time view of converged applicationsand network environment • Automated correlation provides quicker root cause analysis for: • Faster remediation of issues • Maximized network availability • Secures network connections – SOX compliance • Provides Service Level Agreement management • Leverages Avaya’s rich heritage in behavior models for communication platforms (Experts) • Performs root cause analysis through intelligent tools that filter/aggregate events • Delivered through Avaya’s new managed services secure intelligent gateway (SIG) -- an appliance deployed on a per customer basis

6. Enterprise Service Platform TicketingEngine KE ConfigurationKnowledgeEngine PrincipleSurveillance/Reaction Interface CIR DB PIM CustomerInformationRepository(CIM, etc.) Patch MgmtRepository /InteractionModel • Secure Connectivity • Via Secure Intelligent Gateway Private(Frame, ATM, Leased Line, etc.) Public(Internet, VPN, etc.) • Managed Services Target (Customer) • Where events occur • Security / Firewalls • Secure Intelligent Gateway • Active Intelligent Agents • eBonding / Web Portal NetworkElementsHubIP PhoneRoutersSwitch Communication Applications CustomerTicketing Self-Service IVR w/Speech Web Mgmt Email Mgmt FO / BO WFM, KM Business Rules ERP, CRM, etc. PBX / ACDCall Routing /CTI Engine eBonding / Web Portal

7. Enterprise Service Platform Secure Intelligent Gateway TicketingEngine KE ConfigurationKnowledgeEngine PrincipleSurveillance/Reaction Interface CIR DB PIM CustomerInformationRepository(CIM, etc.) Patch MgmtRepository /InteractionModel • Secure Connectivity • Via Secure Intelligent Gateway Private(Frame, ATM, Leased Line, etc.) Public(Internet, VPN, etc.) • Managed Services Target (Customer) • Where Events occur • Security / Firewalls • Secure Intelligent Gateway • Active Intelligent Agents • eBonding / Web Portal NetworkElementsHubIP PhoneRoutersSwitch Communication Applications CustomerTicketing Self-Service IVR w/Speech Web Mgmt Email Mgmt FO / BO WFM, KM Business Rules ERP, CRM, etc. PBX / ACDCall Routing /CTI Engine eBonding / Web Portal

8. The Intelligent Agent –an Essential Managed Services Appliance • Remote monitoring & management of applications REQUIRES MORE THAN Simple Network Management Protocol (SNMP) • “Nodes” in the communication application domain are made up of platforms that consist of Hardware, Operating System, Application • Intelligent Agent based monitoring & management • Ability to exist and function in a SECURE managed environment Managed Services Secure Intelligent Gateway (MS SIG) Target (Customer) Platform Application(ACM, IC, IR, etc.) Intelligent Agent Intelligent Agent Operating System (Linux, MS Windows, Solaris) MS SIG SSG/AIM/etc. Hardware(PC, etc.) MS Management Platform

9. IPNetwork Managed Services Deployment Architecture SMARTS InCharge Dashboard(Web Interface) SMARTS InCharge Console Avaya Management Center(s) Performance Mgmt and Data Mgmt Engine(s) Service Assurance Manager • Avaya Developed Behavior Models • Discovery (including configuration mgmt) • Polling • Intelligent Agent functionality • Alarm receipt • Local correlation • Root Cause Analysis • Local trending (custom intervals) Secure Intelligent Gateway Local Performance Data & Other Remote Stores SecureAssurance Manager Customer Site Data Management Engine Availability Manager Performance Manager

10. NEW Remote Managed Services for IP Telephony First managed solution based on new platform • Comprehensive out-tasking manages IP Telephony and converged communications network • Provides fault, performance, configuration and security management • Delivers flexibility through three service options: • Basic: supplements a customer’s internal NOC with voice and data monitoring, notification and basic performance reporting • Enhanced: for customers with existing data management, adds voice management, data monitoring and full performance management • Premium: full voice, data, and performance management

11. Remote Managed Services for IPT Note: BOH stands for “Block of Hours”

12. Choose From Three Service Options • Option 1: Basic • Monitoring of Avaya’s IP telephony platforms, associated gateways and phones, and the data network* • Enables quick notification to your internal staff for rapid resolution and prevention of issues before voice communications are compromised • Relieves need of continuous investment in latest network management tools • Provides your IT team with visibility and control through our Enterprise Service Platform, the Enterprise Service Platform *Data network associated w/ IP applications

13. The Avaya Solution - What’s Inside Basic Option Single Point of Contact ● 800# to Managed Services Team ● Designated Tier 2 & 3 Teams 24 x 7 Fault Monitoring of Voice and Data Infrastructure • ● Real-time Monitoring and Notification of events in Voice and Data Network • ● Correlation and Validation of events utilizing Avaya’s Enterprise Service Platform • ● Case Management for Avaya Voice product issues Service Levels • ● 15 Minute Notification of Service Outages Basic Performance Reporting • ● Consolidated trended reporting • ● Web portal view of tickets and reports • ● Real-time performance threshold notification Security ● IPT Platform Monitoring ● Customer notification of security events

14. Choose From Three Service Options • Option 2: Enhanced • Management of Avaya’s IP telephony platforms, and associated gateways and Monitoring of the data network* • Trend analysis and adjustments to your IP systems before performance is disrupted, so your IP telephony environment can continue running smoothly • Continues to provide your IT team with increased visibility and control through our Enterprise Service Platform • Relief from hiring and training additional support and the ongoing investment in maintaining advanced network management tools *Data network associated w/ supporting IP applications

15. The Avaya Solution - What’s Inside Enhanced Option Single Point of Contact – Same as Basic 24 x 7 Fault Monitoring and Management of Voice and Data Infrastructure • ● Basic +Network Service Provider Agency Service Levels • ● Basic + Hourly Status Updates of IPT service outages ● Time to complete Remote & Simple MACS Performance Management • ● Basic + Trending ● Analysis and Recommendations (voice only) Security – same as Basic Technical Consulting ● Voice Engineering Support block of hours Move, Add, Change and System Backup ● Remotely Administered System Backup for Voice ● Remote Moves, Adds, Changes for Voice

16. Choose From Three Service Options • Option 3: Premium • Management and Monitoring of Avaya’s IP telephony platforms, associated gateways, and the data network* • Trend analysis and network adjustments to prevent service disruptions, for smooth IP operations • Relief from hiring, staffing and training additional support and the ongoing investment in maintaining the latest network management tools • Increased productivity and flexibility of your in-house IT resources *Data network associated w/ IP applications

17. The Avaya Solution - What’s Inside Premium Option Single Point of Contact – Same as Enhanced 24 x 7 Fault Monitoring and Management of Voice and Data Infrastructure • ● Enhanced Services + Resolution of events in Data Networks ● Case Management of Data issues • ● 3rd Party Data Equipment Agency Service Levels • ● Enhanced + Hourly Updates of Data Equipment Outages Performance Management • ● Enhanced Services + Analysis and Recommendation for Voice and Data●Shared Workspace Security – same as Enhanced Technical Consulting ● Enhanced Services + Data Network Engineering Support (in blocks of hours) Move, Add, Change and System Backup ● Enhanced Services +● Remote Move, Add, Change Support for Data Devices ● Remotely Administered System Backup for Data Devices

18. Software Release Management Avaya will offer a choice between two packages • Comprehensive Release Management • Avaya as the Single Point of Accountability for Management of the Update Process • Customers who want a 3rd party to manage the risk assessment, schedule and update process for the supported products • Customers who do not have internal experts or tools to help them assess when to implement a change and are reluctant to invest in resources or tools • Notification Service • Customer Accountability for Management of the Update Process   • Customers who want to maintain direct management of the impact assessment and update process • These customers will benefit from Avaya automation for maintaining inventory information and identifying specific updates that should be considered • Guiding principle in both packages • The Customer authorizes final decision to implement any update

19. Software Release ManagementSolution Options

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