Third Party Avaya Support. How to find support you can rely on that is loyal, alert and responsive

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1 Third Party Avaya Support How to find support you can rely on that is loyal, alert and responsive

2 Many organizations have stuck with trusted, older communications systems, including Avaya and Nortel infrastructure, to stay competitive in the marketplace and maintain high levels of business performance. Given how important the role of these systems is, having world class services and support to keep them operating is vital. Third Party Avaya Support When manufacturers end support for their systems, initially it looks like a costly problem. But it does not mean end of life. PSS are experts in supporting legacy contact center technology. We can help by providing a third party support solution that in all cases provides better support, while at the same time reduces your total cost of ownership. Whether it s your IVR, ACD, Dialer or Call Recorder PSS can support it. With the need to keep up with the latest innovations, and the shortage of IT resources, stable technology that provides mission critical business functions is more valuable than ever. We Should Know In 12 years of providing our support services, ONE that has come to PSS for support has EVER gone back to the original provider. Not only could you feel better about your support, you could also save between 30-40% in costs. We Provide an Alternative Approach Unlike technology vendors, PSS occupies a unique position in supporting both platforms and applications throughout the enterprise, regardless of the manufacturer. PSS not only helps you fix problems with your Avaya systems, we also take the lead in resolving issues with integrated components, such as Web Services/CTI/PBX. Unique Philosophy PSS has a unique support philosophy. Many companies just see their support staff as gatekeepers for their engineering team we don t. Our support staff IS our engineering team there s no separation. When you call PSS support, your call is answered directly by a trained PSS engineer whose job is to solve your problem. We own the ticket even when it means managing other third party suppliers until a satisfactorily resolution is reached. We support blue chip businesses mission critical systems 24 hours a day 7 days a week all over the world from the US & Europe to Asia and Australia. Millions of customers and hundreds of companies use platforms designed, managed and supported by PSS Help. Support is key to our core business It s why PSS was founded. We exist to solve your problems, not to put obstacles in your way. There is always a way to solve your problem and we will find it. We have the most creative and knowledgable team in the business - insuring the best solution for your unique environment.

3 Many organizations find that their suppliers are more focused on selling new licenses or upgrades rather than supporting their existing platforms and applications. Over the years we have built a succesful business of helping customers overcome this challenge. This part of our business has a fundamental belief that the quality of service is significantly more important than the number of licenses sold. Our focus is on flexible but wide-ranging solutions provided by expert and attentive staff who deliver a quality support package to every customer. See how PSS compare with other support providers. Feature PSS Support Alternatives Availability Location First point of contact Engineer Service Level Installation and Upgrade Preventative Maintenance Back up of System Port Optimization and Capacity Review Heartbeat Monitoring Application Support and Optimization OS Patch & Version Control PCI / Security Advice Quarterly Review Meeting with Performance Reports Response Time Engineer to Site Online Intranet Access Ticket Info, Inventory, etc Primary / Sec Engineer allocated Spare Parts On Site Spares CTI Link Support IVR Connectivity Support Web Services Support Database/Host Connectivity Support 24 x 7 x 365 Follow the Sun Support Manned phone answered by an engineer Trained employee with minimum of 7 years industry experience Full Fix Simple Moves Adds Changes and Recordings 8am -5pm Twice per year Max 30 minutes Inside 4 hours Fault Report / Response Status Held by engineer to select the right component For some if required 24 5 Static Paged outsourced or answered by non-technical call centre Outsourced Engineer Best Efforts Break/Fix only At Additional Cost Unspecified and Uncommitted Unspecified Shipped to meet expected engineer needs At extra cost IVR software only

4 CUSTOMER RETENTION We have a 99% customer retention rate because we have always considered these support services vital to our customers. PSS Customer Support Resolution Process Toll Free Number or Secure Intranet Access Product Support Specialist gathers Customer contact data, system and problem information, and determines severity level based on customer business impact. Product Support Specialist opens a case in case tracking system and determines available connection menthods (modem, VPN etc) System reachable via modem or VPN? Product Support Specialist connect to system and starts to troubleshoot. Specialist contacts escalation manager as needed to bring in additional support resources, including Field Engineering. Issue Resolved? On site visit required? Specialist contacts Escalation Manager who contacts the nearest Field Engineer. 2 hour mark - Support Specialist contacts Escalation Manager if not already contacted. Assigned FE contacts customer directly and arranges travel and access to site. Support Specialist (and Field Engineer and other resources as applicable) works the issue under the supervision of the Escalation Manager. Issue resolved? Field Engineer arrives on site and notifies the Escalation Manager. The Escalation Manager monitors the issue and brings in additional resources as needed. The Escalation Manager follows the proper escalation path as determined by severity level. Issue Resolution

5 Severity Level Based Escalation Path LEVEL 1 LEVEL 2 LEVEL 3 A production product is unusable, is causing data loss/ corruption or fails catastrophically in response to internal error. Customer call handling severley affected (most or all calls not being handled), calls being dropped. Important product features do not function in accordance with the documentation. Diminished call handling capability (ex. 1 of 10 systems down) no customer handling impact. Minor impact to a product that restricts use of features and functionality of the product; any how-to/help requests; any documentation error; non-critical activity log messages. Severity 1 Severity Level Severity 3 4 hour mark: Escalation Manager notifies VP of Operations Severity 2 8 hour mark: VP of Operations notifies CTO 7 day mark: VP Operations, CTO and CEO notified of ongoing issue No escalation 12 hour mark: CTO notifies CEO This is why support is such a significant part of our business today. While other organizations struggle to deliver even a basic service. Our methodology and attitude ensures that solving the problem will often involve going beyond the single platform that we are directly responsible for. We build this attitude into our culture so for our staff solving the problem to the customer s satisfaction is at the heart of our business.

6 PSS Can Help YOU With YOUR Avaya Support Today... PSS Help is an independent Specialized Systems Integrator and IVR Solution Provider that helps improve customer interactions. 24 hours a day 7 days a week all over the world from the US and Europe to Asia and Australia millions of customers and hundreds of companies use platforms designed and managed by PSS Help. We do everything from delivering their complete customer interactions and experiences to supporting individual website and contact center platforms and applications. From legacy support, through transition of existing architecture to innovation with the design and deployment of new solutions. We provide an Avaya Support solution that provides good long-term value that is clearly defined and easily understood. To read our recently published Third Party Support Guide Click here See what our customers say about us Click here To talk to us about Avaya Support contact Call US: Call UK: info@psshelp.com