SME Technical Support for Partners
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1 SME Technical Support for Partners Partner Record and Avaya Access Process V1 April 2010
2 Contents Overview Avaya Partner FL/Sold To ID Process Avaya Access: Distributor Link ID Administration Process Avaya SSO Login Request Process Avaya Partner Link ID Number Process Issues Avaya Inc. Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 2
3 Overview For an Avaya Authorized Partner to: Purchase the SME Technical Support for Partners Service Offer and/or gain access to remote Avaya Backbone service support the Partner must have and know their Avaya Partner FL/Sold To ID If a Partner does not know their Avaya Partner FL/Sold To ID, please see the following pages Avaya Inc. Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 3
4 Avaya Partner FL/Sold To ID Process Partner Does Not Know Their Avaya FL/Sold To ID 1. Partner logs into the Regional support.avaya.com web site with their Avaya Single Sign On (SSO) If the Partner does not have an SSO login, please see the Avaya SSO Login Request Process 2. Partner logs into Avaya Partner Relationship Management Partner View (PRM)/Salesforce.com from their Regional Avaya Partner Portal The Partner s FL/Sold To ID and Link ID Number are located on the Partner Account page If the Partner does not know their Avaya Partner Relationship Management Partner View (PRM)/Salesforce.com login, please send a request to prmadmin@avaya.com. Include in the request: > Information being requested > Partner s Legal Name > Partner s Company Headquarters Mailing Address The response interval is one to two business days Or Contact the Regional Customer Orders, Billing, and Collections (COBC)/Customer Care Center (CCC) group for assistance Partner Does Not Have an Avaya FL/Sold To ID 1. Partner must register as an Avaya Authorized Partner 2. Complete the Partner Application Form via country web site 3. For questions, please contact the Partner s Avaya Authorized Distributor or Avaya Channel Account Manager Avaya Inc. Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 4
5 Avaya Access Under the SME Technical Support for Partners Service Offer, for a Distributor to: Submit an Avaya Service Request on the Partner/Reseller s behalf Access a Partner/Reseller s SME Service Offer Support Hour Report It will be necessary for the Partner/Reseller to establish access authorization to their Avaya Sold To/FL (Functional Location) for the Distributor The necessary steps are outlined on the following page Avaya Inc. Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 5
6 Avaya Access Distributor Link ID Administration Process Step 1 Partner s Avaya Access Administrator logs into the Regional support.avaya.com web site with their Avaya Single Sign On (SSO) If the Partner does not have an SSO login, please see the Avaya SSO Login Request Process Step 2 Partner s Avaya Access Administrator administers Distributor Link ID: For Customer information, enter the Partner details For Partner information, enter the Distributor details If the Partner does not have an Avaya Access Administrator: Partner must identify an Administrator Identified Administrator logs into Avaya Access via their SSO login From the Toolbox, select Request User Access Type Select the permissions to be requested: Company Administrator or Sold To Administrator Select Save The request must be approved when changing permissions to a higher security level. The requestor will receive an approval in one to three business days. After the requestor receives approval, return to the beginning of Step 2 Avaya Inc. Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 6
7 Avaya SSO Login Request Process If the Partner does not have an SSO login, please visit to obtain a login It is necessary to have the Partner Link ID Number to complete the SSO login request If the Partner does not know their Link ID Number or does not have a Link ID Number, please see the Avaya Partner Link ID Process If the Partner s team member will be the Avaya Access Administrator: They should request this authorization level at the same time as requesting their SSO login See Step 2 of the Avaya Access: Distributor Link ID Administration Process for details The response interval for an SSO Login Request is approximately three business days Avaya Inc. Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 7
8 Avaya Partner Link ID Number Process Partner Does Not Know Their Link ID Number Please send a request for the Partner s Link ID Number to prmadmin@avaya.com Include in the request: Information being requested Partner s Legal Name Partner s Company Headquarters Mailing Address The response interval is one to two business days Partner Does Not Have a Link ID Number Partner must register as an Avaya Authorized Partner Complete the Partner Application Form via country web site For questions, please contact the Partner s Avaya Distributor or Avaya Channel Account Manager Avaya Inc. Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 8
9 Issues For issues with any of these processes (except for PRM/Salesforce.com): Please contact the Regional Customer Orders, Billing and Collections (COBC) Group/Customer Care Center (CCC) or Avaya Channel Account Manager (CAM) for assistance For PRM/Salesforce.com issues, please send an request to outlining your question/issue Avaya Inc. Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 9
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