IP Office Support Services Global Offer Definition

Transcription

1 IP Office Support Services Global Offer Definition Stacey Gallanis February, 2014

2 Offer Definition Revision History Version Date Description/Comments 1.0 August, September 28, 2012 Updated Delivery Models table to denote the Onsite APR option for US Wholesale 1.2 August 5, 2013 Offer clarifications for IP Office R 9.0. Change to Co-Delivery: effective Oct 1, 2013, Co- Delivery eligibility will require either ACSS or SME Expert certification. 1.3 October 14, 2013 Offer clarifications on Renewals process, and termination. 1.4 February 14, 2014 Offer extension for IP Office Contact Center - IPOCC. 1.0 AVAYA PROPRIETARY 2

3 Table of Contents 1 Introduction Offer Summary Service Agreement Supplements Value Proposition Delivery Models Wholesale Co-Delivery Offer Components and Coverage Options Base Offer - Remote Technical Support for Hardware and Software... 8 Remote Tech Support Coverage Options Business Hour Support (8x5x5) Any Time / Any Day Support (24x7x365) Optional Parts Replacement (available in select geographies) IP Office Contact Center Coverage - IPOCC IPOSS Entitlement for Major and Minor Software Upgrades Minor Software Updates, Service Packs and Firmware Updates Enhanced Remote Connectivity IP Office Warranty Coverage Optional Phone Parts Coverage (additional cost) Entitled Resources - Web Services Pricing and Discounting IPOSS Pricing for Single Tier Partners - List Pricing Sample shown in USD IPOSS Material Codes Single Tier Discounting Table One Time Fees IPOSS Quote, Order and Registration Process Process Overview IPOSS Best Practices Ordering, Invoicing and Payment Details Renewals Policies Avaya Sales Engagement Principles and Like-for-Like Policy Billing and Contract Start Date Contract Payment Terms Equipment Certification Coverage Options at a Single Location Fragmented Maintenance Policy Co-Termination Partner to Partner Policies Termination Service Exclusions for Avaya IP Office Support Services Offers Extended Support Appendix A: Offer Availability by Product Family Appendix B: Definitions of Terms Related to Updates, Service Packs, Firmware Updates Appendix C: Definitions of Severity Levels Appendix D Geographic Parts Availability Appendix E IPOSS Material Codes AVAYA PROPRIETARY 3

4 1 Introduction The Avaya IP Office Support Services (IPOSS) offer provides manufacturer support to maintain and support Customers IP Office systems and applications. The offer is available for IP Office Release 8.1, and future releases. 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. IPOSS offers have a simplified quoting and pricing methodology, based on node/server. The Offer is available globally through Avaya Single Tier purchasing and the Avaya Two Tier Distribution process. Please reference the IPOSS page on the Avaya Partner Portal for training and what s new updates by clicking here, or the direct link is: d=a3j l3jvaas 2 Offer Summary IP Office Support Services Highlights: Single fee per node Offer Includes: o Remote Technical Support Plus Upgrades (RTS+UG): This base coverage includes remote software and hardware support during customer s business hours (optional 24x7 support is available at an additional cost), free major software upgrades, access to service packs and access to web services o Access to major and minor software upgrade licenses for new IP Office releases, software updates / corrective content o Access to software patches o Enhanced remote connectivity Where geographically available, Advanced Parts Replacement (APR) options may be added to the base offer (RTS+UG) at an additional cost. Unless otherwise noted, the above coverage options are available in the following delivery models: Wholesale or Co-Delivery Business Day Support (8x5x5) or Any Time, Any Day Support (24x7x365) Offer Attach IP Office Support Services is not required attach, with the exception of IP Office Contact Center services, where IPOSS is required. However, IPOSS is Avaya s manufacturer support service offer for IP Office 8.1 and future releases. If IPOSS coverage is purchased for an IP Office Server Edition solution, IPOSS coverage is required for all servers in the solution. The IPOSS coverage is Day 2 coverage, and does not include implementation support. 2.1 Service Agreement Supplements A Services Agreement Supplement (SAS) describes the scope, features, Channel Partner responsibilities, and associated policies for the offer. Please reference the SAS and other key documents on the IPOSS web page on Avaya Partner Portal. All IPOSS processes can be referenced on the IPOSS web page on the Avaya Partner Portal. 1.0 AVAYA PROPRIETARY 4

5 Once you are signed into the portal, you can access the IPOSS SAS here: 2.2 Value Proposition IP Office Support Services Complements Partner s Services Offerings Avaya is breaking new ground with IP Office Support Services, a portfolio of support offers that enable partners to establish true competitive advantage by wrapping them within their own service offerings Flexibility & Simplicity Flexible Wholesale or Co-delivery options in either one, three or five year (total pre-pay) terms Single offer that scales from SME through midmarket systems Competitively priced menu of service offers aligned with customer needs Simple quoting, pricing and invoicing fixed price per node/server makes it easy to quote, order and track Bundled material code structure, means only one material code to order in most configurations Access to web resources and remote technical support Lower cost of delivery through enhanced remote connectivity Award winning service directly from Avaya For additional information and collateral, please reference IPOSS webpage on Avaya Partner Portal site here. Customer must be on the current release of IP Office (R8.1 and beyond) to purchase the IPOSS service offer. Customers on IP Office R8.0 and prior must first purchase an IP Office transactional upgrade to the current IP Office release before purchasing the IPOSS service offer. IP Office SW Upgrades are a core value in IP Office Support Services, and customers with the offer will be entitled to free major software upgrade license/s. New Remote Connectivity (SSL/VPN), which will reduce the need for site visits and enable Avaya to provide the highest quality of remote technical support. A streamlined IPOSS ordering process that includes the ability to request procurement and BP linkage of a new Customer Sold-To/End User FL directly on the IPOSS order form. IPOSS ordering can also be done real-time, via the new IPOSS Gift Card Token process; which enables all of the above ease-of-use features for IPOSS, and a new ability to stock service. System registration is required via the enhanced Global Registration Tool (GRT) to activate the IPOSS entitlement. The enhanced GRT now has the ability to retrieve the customer s IP Office configuration directly from the product for easy registration. IP Office Support Services is the only Manufacturer Support Offer available for IP Office Release 8.1 and future releases. Customers can keep their systems up to date with the latest software fixes. 3 Delivery Models IP Office Support Services is available in two Delivery Models: Wholesale and Co-Delivery (Retail or Customer Direct offers are not available). In both models: 1.0 AVAYA PROPRIETARY 5

6 Services are sold and billed on a Channel Partner contract IPOSS Tier 3 & 4 maintenance service is delivered by Avaya Avaya IPOSS support and entitlement begins after the following steps are complete: o the IP Office Support Services (IPOSS) contract is purchased and accepted by Avaya o the IP Office system is installed (or the IP Office 8.1+ upgrade is completed o the system is registered by the business partner Note: IPOSS is a Day 2 offer; installation support is not included in this offer, but can be purchased separately as part of the Avaya RICS offer. 3.1 Wholesale In a Wholesale delivery model, Avaya would conduct initial Tier 1 and Tier 2 support for Day 2 maintenance, as well as any escalation support required. Partner Responsibility Customer relationship management (quoting, ordering, billing, collection, etc.). Implementation of the IP Office Solution and IPOSS-entitled software upgrade licenses System registration. Configuration and testing of the enhanced remote connectivity Partner must ensure that Avaya is provided the problem description and case information: ticket creation, problem trace, etc. Avaya Responsibility Avaya provides Tier II through Tier IV Remote Technical Support 3.2 Co-Delivery Only Channel Partners who meet the Co-Delivery certification requirements may purchase the Co-Delivery model. Effective Oct 1, 2013, IPOSS Co-Delivery certification requirements are changing: Channel Partners will require at least 1 person certified in either ACSS or SME Expert, to purchase the Co-Delivery model.. Avaya may verify the Partner s ongoing eligibility for the Co-Delivery support model; including validating that the Partner is conducting case filtration, and properly handling Tier 1 and Tier 2 support before escalating tickets for Avaya support. Partner Responsibility Maintain certification requirements Customer relationship management (quoting, ordering, billing, collection, etc.). Implementation of the IP Office Solution and IPOSS-entitled software upgrade licenses System registration Configuration and testing of the enhanced remote connectivity Initial troubleshooting and resolution (Tier 1 and Tier 2) Case management (ticket creation, problem trace, resolution, status, dispatch, etc.) Fault diagnostics Avaya Responsibility 1.0 AVAYA PROPRIETARY 6

7 Tier III / Tier IV Remote Technical Support 1.0 AVAYA PROPRIETARY 7

8 4 Offer Components and Coverage Options Offer components describe the coverage options and entitlements, and when those entitlements are available. Please reference the Warranty section for product warranty coverage without IPOSS. For any IPOSS coverage option selected: All installed equipment must be registered to activate the IPOSS entitlement. Note that Avaya will invoice IPOSS orders regardless if the registration has been completed, however, to receive support or upgrade licenses, registration must be completed in the Avaya GRT tool. Registration is completed via the Avaya Global Registration Tool (GRT). GRT process and information is available on support.avaya.com/registration. Note; Avaya Per Incident services, are available only to those that have IPOSS coverage, to supplement the scope of the purchased coverage. Examples: on site dispatch, move/add/change, implementation etc. 4.1 Base Offer - Remote Technical Support for Hardware and Software With IP Office Support Services, Partners/Customers receive remote solution support for software and hardware issues. Partners are encouraged to sell their wrap around services to support customer s on-site needs as a value added service. Partners/Customers can request support by submitting a web service request, or by calling the Avaya support telephone number. Remote software and hardware support is based upon defined response times for major and minor issues (see support.avaya.com) Where mentioned in this section, Standard Business Hours relates to the IPOSS coverage purchased: 8x5 or 24x7, based on the local time at the customer site. For example, 8 x 5 Coverage provides support from 8am 5pm local time according to the account location. Any support requested outside of those hours is billable under the then current Avaya Per-incident rates. Avaya will use commercially reasonable efforts to commence support requests submitted to Avaya within the times referenced in this section. Note that Web created Service Requests receive expedited response. Remote Tech Support Coverage Hours IPOSS includes the following support options: Business Hour Support (8x5x5, Monday through Friday, customer time zone) Any Time- Any Day Support (24x7x365) Business Hour Support (8x5x5) Business Hour Support (8x5x5) is the minimum support required to request and receive on-going maintenance support from Avaya. In order to ensure no lapse in coverage, it is recommended to be purchased with a new product, upgrade or migration at the time of the product sale. Through this service, Partners/Customers can ensure timely support from Avaya to keep critical applications operating at an optimum performance level. This service provides remote support, access to online support and software updates, service packs and firmware updates. 1.0 AVAYA PROPRIETARY 8

9 Support may be initiated via the web (expedited response) or by calling the Avaya Support Desk (SME Experts may directly access the Backbone). Business Hour (8 x 5 x 5) Support Coverage: Severity 1* Severity 2* Severity 3* Severity 4* Avaya provides Standard Business Hours (8x5x5) support and will use commercially reasonable efforts to begin work on a request for remote support within: 15 minutes for web tickets 1 Hour for telephone requests Avaya provides Standard Business Hour s (8x5x5) support and will use commercially reasonable efforts to begin work on a request for remote support within: 15 minutes for web tickets 1 Hour for telephone requests Avaya provides Standard Business Hours (time zone of the system) support and will use commercially reasonable efforts to begin work on a request for remote support within: 4 Business Hours during standard business hours Avaya provides Standard Business Hours (time zone of the system)support and will use commercially reasonable efforts to begin work on a request for remote support by the close of the Next Business Day during standard business hours during standard business hours Note: 8 x 5 Coverage provides support from 8am 5pm local time according to the account location. Any support requested outside of those hours is billable under the then current per incident rates. Severity levels are defined in Appendix C Any Time / Any Day Support (24x7x365) Any Time- Any Day Support (24x7x365) includes Business Hour Support entitlements, with coverage at expanded hours. Severity 1* Severity 2* Severity 3* Severity 4* Avaya provides around the clock (24x7) support and will use commercially reasonable efforts to begin work on a request for remote support within: 15 minutes for web tickets 1 Hour for telephone requests Avaya provides around the clock (24x7) support and will use commercially reasonable efforts to begin work on a request for remote support within: 15 minutes for web tickets 1 Hour for telephone requests Avaya provides Standard Business Hours (time zone of the system) support and will use commercially reasonable efforts to begin work on a request for remote support within: 4 Business Hours Avaya provides Standard Business Hours (time zone of the system)support and will use commercially reasonable efforts to begin work on a request for remote support by the close of the Next Business Day * Severity levels are defined in Appendix C. 1.0 AVAYA PROPRIETARY 9

10 4.2 Optional Parts Replacement (available in select geographies) Optional Parts Replacement coverage may be purchased in addition to the base coverage of Remote Technical Support & Upgrades as a bundled coverage. Note: the Parts coverage option corresponds to the support coverage selected for the base offer- i.e. 8x5 or 24x7. NOTE: Parts options are available in select geographies, based on proximity to an Avaya parts depot. Business Partners must only sell Parts options where geographically available for their customer site/s or service may not be delivered. Please reference Appendix D Geographic Parts Availability, for how to check available Parts options for the respective Customer site. Parts Description This service provides advance replacement of any covered part Avaya determines to be inoperative, excluding terminals. This includes advance parts for PCNs and updates, but does not include system hardware upgrades that may be required. The following Advanced Parts Replacement (APR) options may be added to the base Remote Technical Support + Upgrade, where geographically available. o Parts Next Business Day (NBD): Replacement of parts on a next business day basis. Additional delivery options for parts available. o Parts 4 Hour: Replacement of parts within 4-Hours, in line with the partner s service day (8x5 or 24x7). o Parts Onsite (Available in the US only to partners in the Wholesale model): Provides onsite parts technical support. APR Onsite is available in: Onsite NBD, and Onsite 4 Hour. Process: An Avaya Backbone engineer (Tier 3) would determine if an On-Site resource is required with hardware replacement. Hardware would be sent from the Avaya Repair Depot to the customer location on record. Avaya Field Services would arrive on site to replace the identified hardware failure and restore to dial-tone level. This would be similar to first install, and would not include any customer-unique configuration. Any customer-specific needs around dial plans, voice mail setup, reprogramming for extension, etc. would be solely the responsibility of the customer. See matrix for shipping details. NOTE: the part will be sent to the location specified when placing the request. (It can be shipped directly to the Customer or Partner). Type of Part Critical and Non-Critical Components Shipping Details for Next Business Day If the request is received before 5:00 p.m. local site time during Standard Business Hours, the replacement part is shipped to arrive the following business day. If the request is received after 5:00 p.m. local site time during Standard Business Hours, the replacement part is shipped to arrive in two (2) business days. 1.0 AVAYA PROPRIETARY 10

11 4.3 IP Office Contact Center Coverage - IPOCC With the launch of IP Office Contact Center (IPOCC), in February, 2014, IPOSS is being extended with new coverage options. Note that unlike the IPOSS base coverage, for IP Office configurations with IPOCC licenses, Avaya IPOSS and IPOCC Service Coverage is required: IPOSS Per-Server coverage component for all Avaya-provided servers/nodes in the IPOCC solution IPOCC Per-Agent coverage component for all IPOCC licenses in the solution IP Office Contact Center Services Configuration and Ordering IP Office Contact Center service is an extension of the IPOSS offer, and is ordered using the existing IPOSS order process (note that IPOCC ordering via Avaya s new Gift Card process is planned with the next release of Gift Card, in mid Distributors will place the IPOSS service order to Avaya with the Global Transmittal Form, which enables auto-procurement and linkage for the new End Customer Sold-To/FLs. For IP Office Contact Center configurations, IPOSS is required for IPOCC and the core IP Office servers. Service pricing for IPOCC is incremental to the per-server IPOSS pricing. The IPOCC component is priced on a per-agent (voice and multichannel) and per-supervisor basis. The IPOCC coverage level must match the IPOSS per-server RTS coverage level for: Delivery Model, RTS Coverage Hours, and Contract Term. IPOSS coverage begins after the implementation is successfully completed, and becomes active on the contract start date. When IPOCC coverage is added to an existing Avaya service contract, its contract end date will be Co-Terminus with the existing coverage, as with any incremental IPOSS service that is added for an existing IPOSS customer. Please reference the Avaya price list for complete IPOSS pricing. 1.0 AVAYA PROPRIETARY 11

12 4.4 IPOSS Entitlement for Major and Minor Software Upgrades Customers/Partners with an active Avaya IP Office Support Services entitlement will have access to major and minor upgrade licenses for new IP Office releases at no additional charge. Installation is not included. Note: the process for purchasing transactional upgrades is conducted via your distributor, and is not handled via the IPOSS process. The IPOSS-entitled upgrade license request process and form can be found on the IPOSS page. This is the process for procuring the free IP Office Upgrade License that is included with the IPOSS contract entitlement. This process is conducted directly between the Business Partner and Avaya. License Procurement Process The IPOSS-entitled upgrade request is made by the Business Partner/Reseller/SP for their end customer. IPOSS coverage must be purchased and active for all servers in the solution before upgrade licenses may be requested. 1. Complete the upgrade request form (found on the IPOSS page). 2. Please specify the license keys for the server/s currently under IPOSS coverage. a. One form per end-user customer Sold-To/FL; unless the server is part of a Server Edition Solution. b. If requesting upgrade licenses for a Server Edition Solution: all respective servers and customer Sold-To/FLs must be submitted on the same request form, along with the System Identification Number (Feature Key) of the primary server, and the number of nodes within the solution. Requesting the correct number of licenses is critical for proper operability of the system. Partial licenses may not be requested. 3. the completed form to: IPOSSUpgrades@avaya.com Avaya will validate that the end-customer has an active IPOSS coverage agreement with Avaya for all of the requested servers, and will the upgrade license key(s) to the Business Partner. Response is targeted within 5 business days. Reminder: IPOSS coverage begins on the contract start date, and to activate the IPOSS coverage, support and upgrade entitlement, the IP Office equipment must be registered. 4.5 Minor Software Updates, Service Packs and Firmware Updates Description IP Office Support Services Customers/Partners are able to receive access to minor Software Updates, Service Packs and Firmware Updates for their specific system, through the Avaya self-help web site (support@avaya.com). Refer to definitions in Appendix B. Entitled Content and Access to IP Office software and firmware downloads: IP Office software: Product registration and valid IP Office Support Services contract Single-Sign-on (SSO) login will be required for access. Customers/Partners with Avaya IP Office Support Services can obtain Major and Minor Software Releases by initiating a Siebel ticket to engage the GSS organization under the 1.0 AVAYA PROPRIETARY 12

13 IP Office Support Services offer entitlement. Avaya will provide the Partner/Customer the license file to be installed by the Partner/Customer. Customers are able to receive access to minor Software Updates, Service Packs and Firmware Updates for their specific system, through the Downloads area on the Avaya self-help web site Obtaining an SSO Log-In Customers and authorized Channel Partners can obtain their SSO Log-in by registering at the Avaya Support website Enhanced Remote Connectivity The enhanced remote connectivity feature is available to increase security and to enable faster troubleshooting, deployment of software and firmware upgrades and service packs, and delivering services remotely. This connection is not required but is highly recommended. Establishing this connection is made easy by the On-Boarding Automation feature, which extracts the IP Office product configuration. Enhanced Remote Connectivity is available via SSL/VPN or via Secure Access Link. Please reference IP Office Product Specification for information about the Enhanced Remote Connectivity and how to configure the service. 4.7 IP Office Warranty Coverage If an IPOSS contract is not in place, the standard Avaya warranty provisions will apply. IP Office will adhere to the standard Avaya end user warranty offered for all our products and services: one (1) year return to factory for hardware repair or replacement, and 90 days for software. Warranty eligibility is validated by Avaya upon receipt of a request. Partners should follow Avaya s standard procedures on filing warranty claims and remedies. Avaya s Warranty Policy can be accessed on support.avaya.com. The Link for Avaya Global Warranty Policy for End Users can be referenced here. 4.8 Optional Phone Parts Coverage (additional cost) Terminal Replacement coverage is not available as part of the IPOSS offer, but can be purchased separately. This coverage is available for IP Office supported terminals, at an additional cost. 4.9 Entitled Resources - Web Services Description IP Office Support Services Customers/Partners receive access to Avaya web services such as: 1.0 AVAYA PROPRIETARY 13

14 Service Requests creation Create a web request for support and received enhanced response. Parts Replacement Parts can be ordered via a web request, when coverage includes Parts. Service Requests Status Alerts Register for proactive or text message alerts on the status of an Avaya service request Avaya E-Notifications Register and receive proactive notifications via any time new and modified product documentation and downloads are posted on the support website. These announcements include Product Correction Notices, Security Advisories, End of Sale Notices, Services Support Notices and User Guides. Avaya Support Forums View, post and reply to web-based conversation threads to discuss Supported Products. Avaya Knowledge Base Access Avaya s on-line knowledge base and use advanced search engines to find: documentation organized by Supported Product including all available user guides for product administration and programming, installation, configuration, upgrades and migrations, and general support; software and firmware download instructions; alarm code definitions with instructions on how to clear the associated alarms; problem descriptions with instructions for prescribed resolution; and answers for frequently- and previously-asked questions. Interactive Documentation and Online Training Access on-demand flash tutorials with how to instructions. My Reports View and create reports for service requests and entitlements across all of the Customer's Sold To numbers. Benefits - Customers can access a wide variety of web-based services to get answers to questions about product & troubleshooting, features/functions, and general usability. Customers can get access to information when they need it, so they can diagnose, isolate, troubleshoot and resolve issues. 1.0 AVAYA PROPRIETARY 14

15 Base Offer with Parts Options Per Server Base 5 Pricing and Discounting The IP Office Support Services price is easily determined by the Delivery Model, Selected Coverage option and the IP Office server type in the customer s IP Office configuration. IPOSS Server Types There are three generic server types for IPOSS: 1. IP500v2 applies to 500v1 or 500v2 2. DL360G applies to the large Linux server (DL360G) 3. DL120G applies to the small Linux servers (DL120G and R210), Virtual Servers, Application servers, and the ASBCE IPOSS coverage is purchased for each server type in the IP Office configuration, and would attract the respective IPOSS price for the coverage option selected, times the server type quantity, Please see the IPOSS Additional Coverage Scenarios document on the IPOSS portal page for information on IP Office configurations for which IPOSS maintenance services may be purchased, and which server type should be ordered for the respective scenario, For Partners ordering IPOSS via Distributors (in a Two-Tier model), the specific Partner price will be provided by their Avaya Distributor. Partners with approval to purchase services in a Single Tier model may reference pricing in Avaya quote tools. 5.1 IPOSS Pricing for Single Tier Partners - List Pricing Sample shown in USD Note: Partners in the Two-Tier Distribution model will receive their specific pricing from their Avaya Distributor. IPOSS Per-Server Pricing Component: IPOSS Pricing effective 5 August Year shown (USD list), also available in 3 and 5 year terms, all total pre-pay Offer Options Remote Technical Support & S/W Upgrades IP 500 V2 Wholesale List Price HP DL360G7 Linux HP DL120G7 Linux IP 500 V2 Co-Delivery List Price HP DL360G7 Linux HP DL120G7 Linux 8x5 Rem Tech Support & S/W Upgrades $475 $475 $475 $194 $194 $194 24x7 Rem Tech Support & S/W Upgrades $535 $535 $535 $248 $248 $248 With NBD Advance Parts Replacement (APR) 8x5 Rem Tech Support, NBD APR & S/W Upgrades $535 $1,375 $975 $256 $550 $351 24x7 Rem Tech Support, NBD APR & S/W Upgrades $595 $1,435 $1,035 $310 $604 $405 With 4-Hour Advance Parts Replacement 8x5 Rem Tech Support, 4-Hour APR & S/W Upgrades $550 $1,555 $1,075 $318 $907 $509 24x7 Rem Tech Support, 4-Hour APR & S/W Upgrades $610 $1,615 $1,135 $372 $961 $563 With Onsite NBD Advance Parts Replacement 8x5 Rem Tech Support, Onsite NBD APR & S/W Upgrades 24x7 Rem Tech Support, Onsite NBD APR & S/W Upgrades With Onsite 4-Hour Advance Parts Replacement 8x5 Rem Tech Support, Onsite 4-Hour APR & S/W Upgrades 24x7 Rem Tech Support, Onsite 4-Hour APR & S/W Upgrades $655 $2,875 $1,725 N/A N/A N/A $715 $2,935 $1,785 N/A N/A N/A $690 $3,340 $1,840 N/A N/A N/A $750 $3,400 $1,900 N/A N/A N/A Note: On-Site options are available in the US-only. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Please consult the IPOSS Additional Coverage Scenarios document for guidance 1 on how to order IPOSS coverage for other IP Office server types. 1.0 AVAYA PROPRIETARY 15

16 Base Offer with Parts Options Per Server Base IPOSS Pricing effective 5 August Year shown (USD list), also available in 1 and 5 year terms, all total pre-pay Wholesale List Price Co-Delivery List Price Offer Options IP 500 HP DL360G7Linux HP DL120G7 Linux IP 500 V2 HP DL360G7 Linux HP DL120G7 Linux Remote Technical Support & S/W Upgrades 8x5 Rem Tech Support & S/W Upgrades $1,327 $1,327 $1,327 $540 $540 $540 24x7 Rem Tech Support & S/W Upgrades $1,494 $1,494 $1,494 $691 $691 $691 With NBD Advance Parts Replacement (APR) 8x5 Rem Tech Support, NBD APR & S/W Upgrades $1,494 $3,838 $2,720 $715 $1,535 $979 24x7 Rem Tech Support, NBD APR & S/W Upgrades $1,661 $4,005 $2,887 $866 $1,687 $1,130 With 4-Hour Advance Parts Replacement 8x5 Rem Tech Support, 4-Hour APR & S/W Upgrades $1,535 $4,340 $3,001 $887 $2,529 $1,420 24x7 Rem Tech Support, 4-Hour APR & S/W Upgrades $1,703 $4,507 $3,168 $1,039 $2,680 $1,570 With Onsite NBD Advance Parts Replacement 8x5 Rem Tech Support, Onsite NBD APR & S/W Upgrades $1,829 $8,023 $4,813 N/A N/A N/A 24x7 Rem Tech Support, Onsite NBD APR & S/W Upgrades $1,996 $8,190 $4,981 N/A N/A N/A With Onsite 4-Hour Advance Parts Replacement 8x5 Rem Tech Support, Onsite 4-Hour APR & S/W Upgrades $1,926 $9,319 $5,134 N/A N/A N/A 24x7 Rem Tech Support, Onsite 4-Hour APR & S/W Upgrades $2,093 $9,486 $5,301 N/A N/A N/A Note: On-Site options are available in the US-only. Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. Please consult the IPOSS Additional Coverage Scenarios document for guidance 4 on how to order IPOSS coverage for other IP Office server types. 1.0 AVAYA PROPRIETARY 16

17 IPOSS Per-Agent Pricing Component for IPOCC Contact Center Coverage: 5.2 IPOSS Material Codes IPOSS Material codes reflect a bundled structure. A unique material code has been created for each combination of entitlement coverage options and delivery models. Thus, while an IPOSS order will consist of only 1-3 material codes (respective to the server types in the customer s IP Office configuration), the suite of IPOSS materials is comprehensive to suit a customer s coverage needs. As with standard Avaya Red support codes (including Support Advantage, SME-TSP & SME-APR offers), IPOSS material codes reflect a monthly unit price. However; IPOSS material codes should be ordered as a quantity of 1 (Avaya quote tools and ordering systems automatically calculate the term length and term list price against the monthly unit price when ordered as a quantity of 1). Please reference Appendix E at the back of this document for the complete list of IPOSS Material Codes. 5.3 Single Tier Discounting Table The table below reflects discounts that are extended only to Single Tier Partners (Tier 1), operating under Avaya s standard terms and conditions, that have negotiated contractual arrangements with Avaya to order product and services direct upon Avaya. In all other scenarios, partners should receive their IPOSS price from their Avaya distributor. Single Tier Partner Avaya Connect Medal Status Single Tier Discount 1.0 AVAYA PROPRIETARY 17

18 Authorized 25% Silver 29% Gold 31% Platinum 35% 5.4 One Time Fees Re-Initiation Fee The Re-initiation Fee policy would apply if the customer previously had IPOSS coverage that had lapsed per the Re-initiation policy below. A re-initiation fee will apply if coverage has lapsed for more than 30 days. Per-Incident Support will not be available if the Customer s support agreement has lapsed or was never initiated. The new Avaya IP Office Support Services coverage is based on a per site basis. The re-initiation fee is a one-time fee equal to 25% of the price of the first year of the new Avaya IP Office Support Services coverage, is non-discountable and is subject to change at any time. The applicable reinitiation fee will be in invoiced and payable when the new coverage is established. In order to support contract negotiations for new support contracts or renewals/recasts that are occurring in good faith, there is a grace period for the re-initiation fee. This grace period is limited to 30-days. Service will not be delivered during grace period. 1.0 AVAYA PROPRIETARY 18

19 6 IPOSS Quote, Order and Registration Process 6.1 Process Overview All IPOSS processes, including the IPOSS order form, can be referenced on the IPOSS web page on the Avaya Partner Portal. Once you are signed into the portal, you can access the IPOSS page here: 1.0 AVAYA PROPRIETARY 19

20 6.2 IPOSS Best Practices 6.3 Ordering, Invoicing and Payment Details An IPOSS order is placed for each End Customer. The Global SME Support Orders Order Form specifies the order process and includes helpful references, including the respective regional addresses where the order form should be sent. This form is used for all IPOSS orders (regardless of the Distribution model: Two Tier or Single Tier). An associated P.O. must be included with the order form, to specify IPOSS material codes and quantities. For Partners that use the Two Tier Distribution model, Distributors will place the IPOSS order form with Avaya on your behalf, and please consult your Distributor for instructions on how to place IPOSS orders. As noted in the IPOSS order form, a Sold-To/End Customer FL may be procured for new customers by simply entering the required Customer information in the respective section on the IPOSS order form. See form for details. IPOSS Quoting is available via Distributor Quote tools, or in Avaya Tools: GPPC, Enterprise Configurator (EC), EZ Quote and Avaya Solution Designer (ASD) Automated service ordering for IPOCC with Avaya's new Gift Card process is planned mid AVAYA PROPRIETARY 20

21 The IPOSS invoice will be generated out of SAP, and payment is expected in net payment terms, as specified in the IPOSS SAS. 6.4 Renewals Avaya is working on an automated Renewals solution targeted spring, A Pre-automation Renewals process is in place via Distributors Avaya provides Distributors with their Renewal Quotes 90 days prior to contract expiration Quotes are based on the existing IPOSS contract: coverage, term, covered servers Requests to change IPOSS coverage, covered servers or contract term can be highlighted on the distributor PO to Avaya, and preferably, please communicate changes to your distributor in advance of the renewal quote Like for like policy applies to renewal Renewal quotes will reflect current IPOSS pricing Distributors will forward the Renewal POs to the designated Avaya renewals mailboxes 1.0 AVAYA PROPRIETARY 21

22 7 Policies 7.1 Avaya Sales Engagement Principles and Like-for-Like Policy If IPOSS is being sold to a customer that has an existing maintenance service contract with Avaya, Distributors and Business Partners must follow Avaya Sales Engagement Principles and the Likefor-Like Policy to transition service coverage to IPOSS, and to avoid continued billing of old coverage. Reference links: o Sales Engagement Principles link here o Avaya Like-for-Like Policy link here o IPOSS Service Transition Guide link here Customers migrating to IPOSS from other SME service offers to IPOSS will not incur a Termination Fee (regardless if contract value has decreased), as long as: o Coverage is not downgraded (for example::full support to remote support; or 24X7 to 8X5) o New IPOSS term must be closest to remaining length of existing contract o An existing Retail service agreement must be recast to IPOSS Wholesale with an Onsite Parts option o Additional reviews will apply if existing contract is direct and exceeds 750 users/endpoints o Coverage that is not available in IPOSS, such as Terminal Replacement Coverage, is currently waived from the like for like assessment; this is subject to change. 7.2 Billing and Contract Start Date IP Office Support Services billing begins on the first day of the month after the Avaya contract acceptance. Avaya assigns a Contract start date of the first day of the month following Avaya acceptance of the IPOSS order request. In cases where there is an existing SME support contract in place; Avaya will assign a start date that will commence after the existing billing cycle. In all cases the start date will be reflected on the order confirmation the Distributor / Partner receives from Avaya. Per the defined IPOSS process, the IP Office system must be registered to activate the purchased IPOSS entitlement. Entitlement is required to receive Avaya support or the IPOSS-entitled upgrade licenses. If the Partner does not promptly complete registration, the IPOSS order will still be invoiced and the contract term will have begun. 7.3 Contract Payment Terms Avaya Office Support Services is offered in the following contract payment terms: 1 Year, 3 Year and 5 Year; all terms are total prepay. 7.4 Equipment Certification Certification helps ensure that Avaya or Avaya-supported products are in good operating condition by meeting environmental, technical and cosmetic requirements and verifying that the products meet minimum release standards (for serviceability reasons). The act of certification helps safeguard that such products have not reached the end-user customer by a route that included the breach of any purchase agreement. 1.0 AVAYA PROPRIETARY 22

23 The intent of certification is to support customer reuse of previous in-service equipment. Used equipment is defined as any equipment that is not new provided by Avaya or an authorized Business Partner. Equipment that is in anyway suspect of being acquired by means of gray market activity will not be certified. Avaya Connect Platinum and Gold Partners can complete the certification questions in the IPOSS order form to determine they can self-certify. For IP Office systems that have been out of warranty or maintenance for more than 90 days, please refer to the Avaya Global Certification Policy for details here. 7.5 Coverage Options at a Single Location Independent Products or Applications at the Same Site All Avaya Supported Products at a single location that are not integrated with each other can be covered by different levels of Avaya IP Office Support Services coverage (e.g., Communications Manager with Onsite Support and Modular Messaging with Parts) with the exception of common server products. With the exception of CM and MM, common server products must be covered by the same level of Parts or Onsite coverage (e.g., Session Manager and Meeting Exchange with Onsite Support 8x5). If the Customer is found to have varying levels of coverage on common server products at the same site, the products covered at a lower level of coverage will be brought up to the higher level of coverage and Avaya shall bill the Customer for the incremental charge, calculated to be co-terminus with existing coverage. Integrated Applications All Avaya solutions that are integrated with other Avaya solutions (e.g., Communication Manager integrated with Avaya Call Center) can be covered by different levels of Avaya IP Office Support Services coverage but must have the same delivery option (either all Avaya Delivery or all Co- Delivery). All integrated solutions must be covered by at least Business Hour Support (8x5x5). If the Customer is found to have fragmented coverage whereby one application is not covered by at least Business Hour Support (8x5x5), the Customer will be notified of the coverage requirements. In the event that coverage is not initiated on the uncovered solution(s) within ninety (90) days of such notification, support on the covered solution will be treated as though canceled by the Customer as per the Termination of Support provisions set forth below and the cancellation fees set forth below will apply. Product or Software Bundles When Customers purchases a software bundle, all applications within the bundle will be covered with the same offer. 7.6 Fragmented Maintenance Policy The Fragmented Maintenance Policy applies to Avaya s Maintenance Service Agreement offers, and requires that all Products of the same type located at a customer site carry the same maintenance coverage. Products of the same type means that if the hardware or software is part of the same system, it is considered the same type, and must carry consistent coverage. See the Global Fragmented Maintenance Policy on the Avaya IP Office Support Services web site for details. 1.0 AVAYA PROPRIETARY 23

24 7.7 Co-Termination Co-Termination will apply at the application level, within a system. We will co-terminate support for add-ons to the existing contracts. In this scenario, the end date of the adds will co-terminate on the same contract expiration date of the original contract. 7.8 Partner to Partner Policies Partner buying any maintenance services from another partner No 3-tiering allowed, except by special bid. Definition of 3-tiering is when a partner buys a service from Avaya and incorporates it into an offer that they then sell to another partner for resale to an end user If this occurs via Special bid, then the coverage must be at the level that the prime partner can sell (Wholesale vs. Co-Delivery as an example) Partner to Partner Feet on the Street Partner can purchase non-avaya on site support (feet on the street) from another partner or from their distributor. Partner to Partner other services support Partner can purchase non-avaya support above and beyond Business Hour Support (8x5x5) from another partner (ex. Remote support, on-site etc ). 7.9 Termination There is no refund provision for IPOSS, with the exception noted below. The Partner may cancel an IPOSS contract with written notice within 30 days of Avaya contract acceptance and receive a refund for the pre-paid IPOSS service, provided that: IPOSS support requests were not raised to Avaya IPOSS-entitled upgrade license requests were not made to Avaya. If If the IPOSS contract was transitioned from a different Avaya service contract, the termination fee from the replaced contract will apply in full (even if the termination fee was waived as part of the IPOSS purchase) Service Exclusions for Avaya IP Office Support Services Offers The following exclusions apply to the Avaya IP Office Support Services offer. Support does not include any customization of, or labor to install, software application on the hardware. Major and Minor Software Upgrades, covers only the actual software application when upgrading from one release to a subsequent full release. It does not include: Installation, professional services or other service charges. Any provisioning of the software. Any and all equipment costs. Upgrading of components located in a customer crash kit or maintenance spared equipment. Hardware changes required to comply with minimum vintage requirements. Project Management costs. Upgrades to any and all adjunct software applications. 1.0 AVAYA PROPRIETARY 24

25 New feature functionality or capacity requirements associated with additional software licensing. Migrating the software application to a new or different hardware platform. Customers are not required by Avaya to upgrade their systems it is their choice. However, for those who choose not to upgrade their software during the term of the support agreement, they will not be refunded any portion of their contract. Media or Hardware replacement for damages or malfunctions caused by: (1) actions of non- Avaya personnel or the attachment of products not supported by Avaya; (2) failure to follow manufacturer's installation, operation, or maintenance instructions; (3) failure of products not serviced under this offer; (4) abuse, misuse, or negligent acts of non-avaya personnel; (5) repair to products if Customer or Customer authorized party modified the product in any manner, shall not be covered. Advance Parts Replacement includes replacement parts required for products used under normal operating conditions. For purposes of this offer, these services do not include the provision or installation of hardware upgrades or reprogramming to add additional capabilities or functionality to the Products. On-Site Technical Support is not provided as part of the Business Hour Support (8x5x5) or Any Time- Any Day Support (24x7x365) offers. If Customer s requirements necessitate an on-site technician, Avaya will dispatch a field technician to Customer s site, and bill the Customer the applicable current Time and Materials rates, where available and applicable. Customers can also contact their Channel Partners for any on-site support. Furnishing of accessories or the replacement of consumable parts, such as, but not limited to: cables/cable assemblies, cords, brackets, fan/fan assemblies, some circuit packs, software licensing, firmware, bezels, rack mounting and other hardware kits, fuses, batteries, handles, filters, transformers, face plates, adapters, some modules, blank panels, labels, other accessories, technical documentation or other media are not covered. Service includes replacement parts required for products used under normal operating conditions. For purposes of this offer, these services do not include the provision or installation of hardware upgrades or reprogramming to add additional capabilities or functionality to the Products. 8 Extended Support Avaya may discontinue or limit the scope of services for Supported Products that Avaya has declared end of life, end of service, end of support, manufacture discontinue or similar designation ( End of Support ) effective as of the effective date of the manufacturer's End of Support notice. Following the effective date, Avaya services for Supported Products under manufacturer End of Support will be under the terms of Extended Services Support. Unless the Customer s Commercial Agreement specifies how End of Manufacturer Support products will be treated, Avaya will continue to provide the same level of support described in this document for End of Support products, with the following exceptions: Product Engineering support and going-forward maintenance upgrades, such as Product Correction Notices (PCNs), bug fixes and interoperability/usability solutions, are no longer provided. Certain faults or functionality issues may not be resolvable without upgrading the system to a version currently supported by the manufacturer. The Customer will be responsible for the costs associated with any upgrades. Replacement parts, products or components may become increasingly scarce or require replacement with substitute parts. The Customer may experience delays in response or repair intervals. Extended Services Support is provided only to the Avaya Customer purchasing support services (i.e., Avaya IP Office Support Services) for the affected Supported Products. Customers who have not purchased support services for the affected Supported Product are not eligible for Maintenance Per 1.0 AVAYA PROPRIETARY 25

26 Incident (a.k.a. T&M) services when Extended Services Support becomes effective on such Supported Product. A list of products that are currently supported is available from Avaya at (Maintenance Services Index by Product). 1.0 AVAYA PROPRIETARY 26

27 Appendix A: Offer Availability by Product Family New Products: Following GA launch of IP Office Release 8.1, all new product/software releases of IP Office will be sold with the Avaya IP Office Support Services structure. Products Migrating to Avaya IP Office Support Services: For IP Office Release 8.1 and future releases. Existing Retail offers will migrate to Wholesale or Partner Co-Delivery models. Other SME Products: Other SME products will not be migrated to IP Office Support Services; these products are considered legacy products. This includes: IP Office 8.0 and earlier releases Business Communications Manager(BCM) NORSTAR Merlin Partner Block of Hours SME Technical Support for Partners Offer Following GA launch of IP Office Release 8.1, IP Office Support Services will be the only manufacturer s support offer for IP Office R8.1 and future releases of IP Office. Block of Hours support cannot be used for IP Office R8.1 and future releases; however, Block of Hours will continue to be available for use on legacy products (including IP Office release 8.0 and prior releases). 1.0 AVAYA PROPRIETARY 27