What is Avaya Support Advantage and the New Avaya Maintenance Program?

The Avaya Support Advantage portfolio provides service options designed to maintain and support net new sales and upgrades of Avaya Enterprise Solutions. It includes support for Enterprise Customers' IP Telephony, Contact Center and Unified Communications solutions. This portfolio of services is tailored to meet a wide range of customer needs, by providing a solution-centric approach and delivering increased value in a flexible and modular support model. These new offers introduce a simplified quoting and pricing methodology based on license/server/gateway SKU's.

Support Advantage consists of the following offers:

  • Essential Support: 24x7 remote software and hardware support, access to service packs and access to web services.
  • Essential Co-Delivery: is available to channel partners who meet certification requirements as defined by the Avaya Connect program.
  • Preferred Support: Includes the entitlements of Essential plus EXPERT Systems(SM) monitoring, off board alarming and centralized management for remote access policies.
  • Parts Next Business Day (NBD): Replacement of parts on a next business day basis. Customer must purchase Parts NBD with Essential, Essential Co-Delivery or Preferred if an Onsite option is not selected. Additional delivery options for parts available, including 8x5x4 and 24x7x4 expedited deliveries (where available).
  • Onsite Support: Provides onsite technical support and parts replacement. Customers must purchase Essential, Essential Co-Delivery (through a Partner) or Preferred Support before purchasing Onsite Support.
  • Upgrade Advantage: provides customers with a subscription for major software upgrades which results in substantial savings and investment protection.
  • Advanced Services: an array of advanced service that can be added on with either Essential or Preferred Support. Examples include: Enhanced Monitoring, Software Release Maintenance and Product Correct Support. Please see the appropriate offer pages on the Enterprise Portal for details, availability and prerequisites.
To find out if Avaya Support Advantage is for you or what options you have, check out the new Avaya Maintenance Program at http://www.AvayaMaintenance.com.

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