Avaya Software & Applications Maintenance Service EMEA Region Service Description Version 1.6, May 2007 This Service Description supersedes all prior descriptions or contract supplements relating to the services described herein. It is an attachment to the Customer Agreement/General Conditions of Maintenance Services/General Conditions of Sale and License and is governed by the terms and conditions therein. In the event of a conflict between this Service Description and the terms and conditions of the Agreement, the Agreement shall control.
1. SUMMARY Avaya s Software and Applications Maintenance Service provides remote technical support and software Updates to Avaya Customers who have a license from Avaya for the supported software described below. This service is independent of Avaya s product warranty on the software which does not entitle the Customer to any form of technical support. Customers have to purchase this service in order to use technical support and receive product Updates for their Software during the warranty coverage period and beyond. For the purposes of this Service Description, the word product or Product shall mean Eligible Product as defined in the Support Agreement with Avaya. Services or service shall mean those Support Services as defined in Customer s Support Agreement with Avaya. Response or response means Avaya has made an initial remote investigation of a reported problem. Per Incident (T&M) Maintenance" and "Per Incident (T&M) Rates" being work performed in excess of the scope of this Service and contractual hours, which are charged at Avaya's prevailing T&M rates Each component of the Service is described in more detail in the following sections: Avaya 2006 Avaya - Proprietary Page 2 of 10
2. SERVICE COMPONENTS & DESCRIPTION 2.1 Software and Applications Maintenance Description Coverage Days of the Week Coverage Provided Coverage Hours per Day (See Note 1) Business Day Monday to Friday 8 hours (9am to 5pm) Critical Support Seven Days per Week 24 hours Notes: 1. Coverage options (excluding seven day options) exclude coverage on Avaya observed Public Holidays in the Country in which the service is provided 2. The response time is measured during Coverage Hours only, and not outside such hours. Subject to Note 1 above, the Customer can select any coverage option for each of the sites for which they require service. However, the coverage selected will apply to all parts of the software system to be supported on that site; different coverage options for different parts of a system at a single location are not available. 2.2 Service Components The table below shows the key components of the 2 levels of support available. These components are described in more detail in the subsequent sections. Technical Support Level Service Components Business Day Support 7x24 Critical Support 1. Access to Remote Technical Support for two (2) designated Customer contacts by telephone, e-mail and Avaya Web Ticketing System 2. Remote maintenance 3. 7 x 24 access to the Avaya Web Ticketing System 4. 7 x 24 access to on-line Web-Q Solutions Knowledgebase 5. Software Updates 6. Minimum term of one (1) year Avaya will use the following severity levels to define the severity of the issue and its impact on the Customer s ability to use the Application and conduct business, which will determine the response commitment. A severity level will be assigned to an issue when the issue is reported. Response time commitments are based on the severity of technical issues encountered and Avaya will make commercially reasonable efforts to remotely respond to support calls on Systems registered for this service as follows: Targeted Response Times: Major Fault = Two hours, Minor Failure = next business day Avaya 2006 Avaya - Proprietary Page 3 of 10
Major Fault means one or more of the following: Production system down. Severe operational impact of a production system resulting in loss of use of the entire Complex Application. Moderate operational impact of a production system resulting in restricted use of one or more functions. Test or development system down or development issue which severely compromises the ability to meet a "Go Live to Production" date. Minor Fault means any failure of a Complex Application that is not included in the definition of a Major Fault. An Avaya Technical Support Manager may adjust the severity of an issue after a ticket has been opened, so that the proper technical priority of the issue is reflected. The Customer will be notified via email or a phone call when this occurs. Avaya Technical Support understands that sometimes the technical severity and the business severity of a call may differ. In this event, the Customer may contact the Avaya Technical Support Manager for assistance. The Supervisor/Manager will help ensure that the issue is properly prioritised within the support queue and that the Customer's expectations are properly set. Access to Technical Support Access to Technical Support will be granted to two (2) designated Customer contacts on a per-site / installation basis. Customers must designate two Support Contacts per supported installation. These individuals must have the appropriate technical skills and product training to act as the primary points of contact in working with Avaya Support associates to resolve open issues. Avaya will provide access to technical support in the form of login information, passwords, etc. to the Customer. Technical support will be provided on a regional basis and therefore available to Avaya Customers in local language where this can be supported. Otherwise, English will be used for support. All tickets submitted to Avaya through the Avaya Web Ticketing System should be in the English language. Technical Support can be reached via the Internet using the Avaya Web Ticketing Service, email, or direct telephone. For e-mail: Customers must e-mail their questions / issues (along with any pertinent support files), enhancement requests or requests for status updates on current open issues to Avaya Technical Support. For telephone: Customers are required to call the correct Technical Support Helpline Number for their country. Customers with Critical or High priority support issues should use this method to access technical support in the first instance to ensure prioritisation of their issue. Access to the Avaya Web Ticketing System at https://webticketing.avaya.com on a 7x24 basis to: Log new support requests Update / check status on current open support calls / requests. Avaya Services will provide access to technical support in the form of login information, passwords, etc. to the Customer. Remote Maintenance Remote Maintenance support will be provided for the out-of-box product use and functionality only, and is limited to: Issues pertaining to product features/functions. Error messages. Product installation / feature implementation. System administration. Product defects. Product enhancements. Avaya 2006 Avaya - Proprietary Page 4 of 10
Access to Avaya Web Ticketing System Access to the Avaya Web Ticketing System at https://webticketing.avaya.com on a 7x24 basis to: Log new support requests Update / check status on current open support calls / requests. Access to On-line Web-Q Solutions Knowledgebase This self-help web based tool enables the Customer to access reference documentation about the software and self-troubleshoot potential technical issues on a 7 x 24 basis. Software patches, bug fixes, maintenance updates and related documentation are also made available to Customers through the QQ website. They can obtain them on-line by visiting the Avaya Support Center section of Avaya s Web Site at: http://www.avaya.com/support/qq and logging into the Web-Q Knowledgebase. Software Updates Customers who have purchased Avaya s Software and Application Maintenance Service are entitled, as part of this Software and Applications and Maintenance Service, to receive new releases of software to update their current version to the next release, when they become available, at no additional charge. Current Upgrades will only be provided under this Service option where the Service was originally ordered at the applicable software implementation date, and annually renewed thereafter. Avaya will not provide as part of those updates additional licenses or software components, which were not initially purchased by the Customer. All software patches are cumulative. The latest software patch for a specific software component will contain all the fixes included in all the previous component patches. Avaya will notify its Customers through e-mail or fax when a software update is available. The Updates are not automatically shipped to the Customer, if a Customers wants to obtain such an update, the e-mail or fax must be returned to Avaya as instructed. Avaya will promptly arrange for the update to be sent to the Customer. Software patches can also be obtained online by visiting the Avaya Support Centre section of The Web-Q Knowledgebase web site logging into Web-Q. Included with each product release Update is a detailed description of the major changes made to the product since the last release. This includes the listing of the major defects and enhancements that were addressed.. Important Note: Upgrades and Updates: This Service provides Customers with software Updates, rather than Upgrades. An Upgrade to software means a change of software to enhance it by providing new features and functionality, whereas an Update means a change of software version to improve performance and provide bug fixes. A new software release may or may not contain new features; if it contains no new features, Customers who purchase this Service will be entitled to receive this new release in its entirety. However, if the new release contains new features and functionality, Customers who purchase this Service will be entitled to the new release but without the new features; to gain access to the latter, they will have to purchase the licences from Avaya under a separate purchase agreement outside the scope of this Service. This Service specifically excludes any provisioning services (such as Avaya Professional Services) for the installation or integration of any Software Updates or Upgrades, whether onsite or remotely. Implementing new releases of software products requires careful planning and scheduling. Avaya recommends contracting for services from Avaya Professional Services for the planning and execution of these events to ensure system stability. All such Services are outside of the scope of this Service. Note: As part of this Service Avaya will support the previous versions of software for a period of twelve (12) months following the availability of the next incremental version / release. Note: Updates will not be made available to Customers who purchase this support for systems or software versions which are classified as end of Manufacturer Support and as such are supported by Avaya Extended support. 2.3 Maintenance Term The maintenance coverage is provided for a minimal (renewable) term of one (1) year. Avaya 2006 Avaya - Proprietary Page 5 of 10
2.4 Customer Responsibilities Before Contacting Avaya Technical Support Customers themselves can resolve a significant number of issues that come into the Technical Support Center. Therefore it is recommended that before contacting Avaya Technical Support, a Customer refer to product documentation or Web Q, the online Knowledgebase for possible solutions to their issues. Gathering Technical Information for the Initial Contact Avaya requires that the Customer gather as much technical information as possible pertaining to the issue before contacting Avaya Technical Support. The following additional information may also be required: Brief description of problem: Use the format this happens when I do that". For example, Error 10056 occurs when I click on Search in the call focus. Product: Always be sure to specify what product you are using, as your organization may be running more than one. Example: "We are running CallCenterQ CRM Chat & Collaboration CRM CTI etc." Version: Always specify the version of the supported product that you are dealing with. Component: Please specify the exact component you are experiencing an issue with. Components include the Data Server, QAlerts, QDesigner, QScripts, Client, WebQ, QPrompter, QRouter, QConsole, WebAgent, etc. Client Operating System/Version: Always specify the operating system, version and installed service packs that the Avaya Software is running upon. For example: Windows 2000 Professional Service Pack 1, NT 4.0 Service Pack 6a, etc. Database: If applicable, provide the database, version and installed service packs you are running. For example: Oracle 8.1.6, DB2 6.1, MS SQL Server 7.0, etc. Server Platform: If applicable, provide the platform your Avaya software product is running upon. For example: Windows 2000 SP2, NT 4.0 SP6, Solaris 7.0 etc Detailed Description of the problem: Please provide the exact steps necessary in order for our Technical Support to be able to reproduce your issue. Other Responsibilities Provide and meet call charges for a modem connection or other dial-up capability as requested and specified by Avaya into each system being supported, together with a dedicated direct PSTN exchange line, for remote maintenance and administration access. Allow Avaya or its representatives remote access to the systems which are to be supported to assist in problem diagnosis. Permit Avaya and/or its representatives to carry out a equipment certification, serviceability and inventory check (sometimes called due diligence ) prior to service assumption if required. Maintain the software within two releases of the manufacturer s current operating system software release. Customer will be responsible for any software and hardware upgrades of the supported systems to comply with this requirement. Follow the installation, operation, software and maintenance instructions provided by the manufacturer of the supported systems Provide any network documentation necessary for Avaya to effectively deliver support Advise Avaya of all changes (additions and moves) that affect network configurations and operations Provide system passwords and equipment access control features required for Avaya to provide support under this agreement Provide the proper environment, electrical and telecommunications connections as specified by Avaya Maintain a procedure external to the software programs for reconstruction of lost or altered files, data, or programs. Avaya will not be responsible for the cost of reconstructing data stored on disk files, tapes, memories, etc. that may be lost when remote technical services are performed. Avaya 2006 Avaya - Proprietary Page 6 of 10
Customer Test and Development Systems Avaya requires that all Customers maintain a Test System, which reasonably duplicates, or is a subset of, the site s production system. All new application development, as well as subsequent releases and service packs should be tested in this environment prior to being applied to the production system. In addition, it is recommended that a Development System be used for all Customer-developed applications. The Development System is a parallel installation running on the production hardware that can be used to stage new releases or updates to the Customer s application as a step in the develop, test, stage and release cycle. Avaya recommends that Customers create and maintain a standard set of Validation Tests, which will be run in the above testing and development scenarios. Customers can purchase this Service for support of the development system. 2.6 Avaya Responsibilities Call Receipt Call Receipt provides first call acknowledgement of receipt of Customers / BusinessPartners request to Customers / BusinessPartners via the telephone and / or e-mail. The call receipt agent is responsible for: Validating the Customer s entitlement to receive support; Logging e-mail and phone calls, including all pertinent information, into a trouble ticket in the Maestro ticketing system Routing incoming calls to the appropriate Technical Support Engineer (refer to Regional Support Plans). Technical Support A Technical Support Team will provide technical support to the Customer by taking ownership of the support requests logged by the Call Receipt via Maestro ticketing system. Technical Support Engineers in Avaya are responsible for researching and resolving problems, which prevent the software product from functioning properly. They are also responsible for escalating the issues when necessary for further product support. Thus, by driving technical issues through to resolution the Technical Support Engineer case manages the Customer requests through the entire support delivery process. Fault Management The Avaya Support Center will Manage the day to day relationship between Avaya and the Customer; Serve as the Customer s focal point of contact, and facilitate the Customer s interaction with other organizations within (Avaya (e.g. ITAC Engineers, Technical Support Engineers, etc.); Manage the process of assigning Web-Q and the Avaya Web Ticketing System log-ins and passwords to authorized Customer designated personnel to access Avaya ticketing system and log-in requests for technical support; Provide to Customers in-country (in-region) emergency phone numbers to access Avaya technical support in case of critical production system failures; Facilitate the software upgrade notification and distribution process; Manage the maintenance agreement renewal process for existing Customers; 2.7 Exclusions Support for bespoke applications developed using the base ( out-of-the-box ) product or any customisation of the basis ( out-of-the-box ) product not included. This Service specifically does not include the following: Support for bespoke applications or customisations developed using the base ( out-of-the-box ) product or any customisation of the basic ( out-of-the-box ) software product not included in this Service. Any onsite support Any implementation services relating to any part of the software or updates Any consultative services regarding the functionality or adaptation of the basic ( out-of-the-box ) software. Avaya 2006 Avaya - Proprietary Page 7 of 10
3 Products Available for Coverage Under this Service End of Support Avaya may discontinue or limit the scope of Maintenance Services for Supported Products that Avaya or the third party manufacturer has declared end of life, end of service, end of support, manufacture discontinue or similar designation ( End of Support ) from time to time. Avaya will endeavor to provide notice upon the declaration of a Supported Product as End of Support in a similar manner as other support information is provided (e.g., posting on Avaya s customer support web sites). The discontinuance or limitation in scope will be effective as of the effective date of the manufacturer s End of Support notice and, if discontinued, the applicable Supported Products will be removed from the list of Supported Products and rates may be adjusted accordingly. To the extent Avaya makes available Maintenance Services for End of Support Products ("Extended Support"), the description of specific Maintenance Services included in Extended Support and the applicable Fees will be available at the time of Avaya s notice. Avaya Manufacturer Support Policy Avaya provides Manufacturer Support for new Avaya hardware and software products, which includes: The availability of hardware replacement parts Provision of Tier 4 engineering support (Avaya Labs) Routine hardware/software updates or patches Product Change Notices (PCNs), interaction, and compatibility solutions (e.g., fixes / patches / updates) Updates to product documentation and other Web-based information Once a product is designated End of Sale Avaya policy specifies the minimum time period the product will be eligible for Manufacturer Support: Hardware Products Support is available for 3 years from the product End of Sale date. Software-Only Products The current and previous major releases are supported until the End of Sale date for the last available major release. The final major release of a Software-Only product will be supported for 1 year following the End of Sale date. Software Embedded Products (software that is integral to the operation of hardware) The current and previous major releases are supported for 3 years from the End of Sale date for the last available major release provided that currency requirements are met as of the End of Sale date. End of Sale is the last date of commercial availability for a particular hardware product or software release. This designation means that the product will no longer be manufactured and sold as new, nor will additions, spares, or upgrades be provided. Avaya Global Services Extended Maintenance Support Avaya Extended Maintenance Support is provided under an Avaya Maintenance Service Agreement and is not the same as Manufacturer Support. In fact, Avaya Global Services will, at its discretion, extend Avaya maintenance service availability (Extended Maintenance Support) beyond the end of Manufacturer Support. New Avaya Maintenance Service Agreements and renewals may be made available, although contract term length may vary by product and prices may be adjusted to compensate for extended support. Existing Avaya Global Services Maintenance Agreements will be honoured through expiration, subject to the terms of the maintenance agreement. However, there are some support limitations, including: No current engineering support (Tier 4 / Avaya Labs) No further hardware / software maintenance enhancements (e.g., PCNs, bug fixes, interaction / usability solutions) No Automatic Software Upgrades In addition, since new replacement parts are no longer manufactured for End of Sale products, parts shortages on some products or components may require replacement with substitutes which may cause delays in response or repair times. Avaya 2006 Avaya - Proprietary Page 8 of 10
The Service will cover the following products: Avaya Interaction Center & Operational Analyst Suite release 6.1.3 & 7.x (and subsequent releases as made generally available by Avaya s CRM Product House) - Note: Extended Maintenance Support Applies to V6.1 from June 2006 Avaya Business Applications. - Extended Maintenance Support Avaya Interaction Center & Operational Analyst Suite release 6.0 - Extended Maintenance Support Only by prior and specific agreement Witness ContactStore for Avaya Communication Manager v7.2, 7.3 Witness Quality for Avaya Communication Manager v5.3, 5.4 Witness Workforce Management v4.6 Avaya Voice Portal Software V3.0 Avaya Interactive Response (IR) Software v 1.0, 1.1, 1.2 - Extended Maintenance Support Avaya Interactive Response (IR) Software v 1.3, 2.x Avaya Contact Center Express (CCE) Software v 2.0, 2.1 Avaya Application Enablement Services (AES) Software v3.0, 3.1 4 COUNTRY AVAILABILITY FOR THIS SERVICE As this is a Remote Technical Support ONLY service it is available in All EMEA Countries Avaya 2006 Avaya - Proprietary Page 9 of 10
ALL TRADEMARKS IDENTIFIED BY THE OR TM ARE REGISTERED TRADEMARKS OR TRADEMARKS, RESPECTIVELY, OF AVAYA INC. ALL OTHER TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS.