Avaya SME Technical Support For Partners Service Offer

Transcription

1 Avaya SME Technical Support For Partners Service Offer Offer Definition For Authorized Partners Version 1.2 April 2010 Services Offer Manager Sharon Bexley

2 TABLE OF CONTENTS 1. INTRODUCTION: AVAYA TECHNICAL SUPPORT FOR PARTNERS SERVICE OFFER OVERVIEW OF THE SME TSP Service Agreement Supplements OFFER ELIGIBILITY TARGET MARKET SME TECHNICAL SUPPORT FOR PARTNERS OFFER DESCRIPTION Base Offer Support Hour Increments Support Hour Usage Support Hour Usage Reports Advanced Parts Replacement (APR) Option Inclusions Support Access Case Status Notification InSite Knowledge Management Support Hours Service Element Descriptions ORDERING, INVOICING, AND PAYMENT Ordering and Invoicing: SME TSP Offer Payment and One Time Fees Two-Tier

3 6.2.2 Single-Tier RESPONSIBILITIES AND REQUIREMENTS Authorized Partner Responsibilities and Requirements Distributor Responsibilities and Requirements Branding PRICING AND PRODUCT AVAILABILITY TERMINATION POLICY Cancellation Policy Contract Renewals DISTRIBUTOR SME TECHNICAL SUPPORT FOR PARTNERS OPTION DEFINITIONS CONTACTS AND RESOURCES...16 APPENDIX A...18 APPENDIX B

4 1. Introduction: Avaya Technical Support for Partners Service Offer SME Technical Support for Partners (SME TSP) is a global manufacturer support Offer in the AGS Service Offer Portfolio. The market for this Service Offer is any Authorized Avaya Partner wishing to provide a comprehensive turnkey service support solution to their end Customers. By purchasing the SME TSP Offer, the Partner (via their Distributor or the Avaya Partner Connect SME Expert Certification) ensures 24x7 remote access to Avaya Global Support Services (GSS) Backbone engineering. Through this support, the GSS Backbone focuses on assisting Partners with complex technical issues requiring manufacturer engineering level expertise. This offer applies to all Partners globally providing their own branded maintenance services to SME Communications (SMEC) Partner (Avaya NA Region) and IP Office Product (global) Customers. Note: Distributors, each Partner must purchase an individual contract for support of their end user customers. This offer is non-transferable and must be sold on an individual per Partner basis. Partners cannot share purchased hours. The SME TSP Service Offer is per individual Partner and must be sold and recorded on the respective individual Partner s Sold To/Functional Location (FL). The SME TSP Service Offer can be used to support the Partners entire customer base. The Offer s support hours are valid for 24 months from time of purchas providing for Partners to best determine their support needs from Avaya. The Extended Warranty/ Advanced Parts Replacement Option is for an individual End User IP Office system level. This option must be sold and recorded on the respective individual End User Customers Sold To/FL. 2. Overview of the SME TSP The SME TSP Offer applies to all Partners globally, providing their own branded maintenance services to SME Communications (SMEC) Partner (Avaya NA Region) and IP Office Product (global) Customers. Partners purchasing the SME TSP Offer will use the Avaya Wholesale Model. The Offer is available globally through Avaya Single Tier purchasing and the Avaya Two Tier Distribution process. The primary elements of the SME TSP Offer are: 1. Base Offer 2. Extended Warranty / Advanced Parts Replacement Option Please see Section 10 of this document for more details. 2.1 Service Agreement Supplements A Services Agreement Supplement (SAS) is available describing scope, features, Channel Partner responsibilities, and associated policies for the Base Offer and Extended Warranty/Advanced Parts Replacement option. For Service Agreement Supplements associated with the SME TSP, please review the following links: Service Agreement Supplements External site: 4

5 Internal site: 3. Offer Eligibility Offer eligibility applies to services purchased through the SME TSP Offer unless stated differently in the following points. Offer availability is based on the active Avaya Sales Engagement Principles. Scenarios not represented in the Avaya Sales Engagement Principles are handled via the appropriate special handling process or Special Bids. This Offer is a global Offer This Offer applies to all Partner (North America Region: USA) and IP Office Product releases. However, software release support will adhere to the Avaya Current -1 (N-1) guideline. With the general availability of IP Office R6 software the following N -1 guideline exception will apply. This exception will remain active until the next major IP Office software release after R6. After IP Office R6 general availability: o o o Any issue found in IPO R4.x software on currently supported hardware (IP406v2, IP 412 and IP 500) will require the Backbone team to validate against IPO R5 GA software. If the service issue exists in the IPO R5 GA software: o Avaya SME Communications will commit to resolving the issue in the IPO R5 software unless the core software will not support the resolution. o If the IPO R5 core software will not allow service issue correction, the resolution will be implemented in IPO R6 software. o If the service issue is resolved in IPO R6 software, it will be necessary to upgrade the associated Customer IPO system to the R6 software load. Any issue found in IPO R4.x software on legacy hardware qualifying through the Patch Request Tool (PRT) for a resolution, will be resolved in IPO R4.2 software as a critical patch only, no maintenance releases. If it can not be resolved in software, then the case will be moved to the Out Of Policy. If a feature or functionality has changed between IPO R4.x to IPO R5.x the Partner will be expected to manage the change with the Customer, whether it affects the reported issue or not. This Offer Supports: Break-Fix, Implementation and programming support for Authorized and SME Expert Avaya Channel Partners. CALA Region: o o o Partners selling SMEC Products in CALA are required to purchase the SME TSP in order to receive Backbone Support. CALA Distributors do not offer technical support (today). Partners (Authorized and Experts) will escalate direct to the Backbone. Post Oct , Partners must be SME Expert credentialed (as outlined in the Avaya Connect Program) in order to directly access the Avaya Backbone Team for support. 5

6 4. Target Market The SME TSP Offer design ensures Partners can incorporate Avaya manufacturer support into their own service related value proposition. Based on their business and service model, Partners decide which Offer features they wish to integrate with their end-customer service solution. 5. SME Technical Support for Partners Offer Description The SME TSP Offer contains two primary elements: 1. Base Offer a. Remote Avaya GSS Tools b. Remote GSS Backbone support 2. Extended Warranty / Advanced Parts Replacement Option 5.1 Base Offer The SME TSP Base Offer provides access to Avaya tools and 5 hours of remote technical support. This is the minimum a Partner must purchase to obtain access to Avaya GSS Backbone service support. The following features are available as part of the Base Offer for Authorized and SME Expert Partners: Remote Support o Distributor Hardware and Software remote support to Partner o 24x7 remote support directly to the Avaya Backbone for SME Expert Specialization Partners, globally. Authorized Partners receive support via their Distributor (Distributor support desks 'may' be 24x7 - they will vary according to each Distributor) Software and Hardware: solution centric Majors and Minors (see severity code descriptions in section 10.9) o SLOs (Telephone/Web): Majors: < 2 Hrs., Minors: < 4 Hrs. Basic Web Services o Proactive enotification o Proactive Case Status Alerts o InSite Knowledge Management (SMEC KBS integration) o Support Forums found on support.avaya.com In addition to the above features, SME Expert Partners have the option to escalate directly to the Avaya GSS Backbone team for service support. 5.2 Support Hour Increments Partners requiring additional Backbone support hours have the option to purchase increased increments of hours in 5, 15, and 30 hour blocks. 5.3 Support Hour Usage Partners control how they wish to use purchased support hours. Service requests for remote Avaya Backbone support will: 1. For the initial contact associated with a service request, decrement the Partner s balance of support hours 30 minutes 2. Additional support time beyond the first 30 minutes will be decremented in 15 minute increments Support hours remain active for 24 months from date of purchase. After 24 months, unused hours expire. There is no refund for unused support hours. 6

7 There is no on-site support provided under this offer. All on-site support is the responsibility of the Partner. 5.4 Support Hour Usage Reports A weekly Partner Support Hour Usage Reportt, available each Monday, will be created and added to each Sold To/FL for viewing. To view the activity usage report, please access support.avaya.com Sign in o Address o password Under Self Service select: o Check Case Status/My Reports o Select the Sold To/FL for which you want the report from the drop down option o Select Next o Select Account Detail Under Attachments select o BOH_Report (by date) Note: Distributors may want the ability to view the BOH report. This will allow the Distributor to verify the Partner they are supporting has available hours. Partners must determine if they wish to grant report access to their Distributor. If so, the Partner must authorize the Distributor access to their Sold To/FL on support.avaya.com Advanced Parts Replacement (APR) Option APR is an optional services element under the SME TSP Offer. The APR offer is sold at an End User Customer Sold To/FL level. If an End User Sold To/FL does not exist, the Partner must create one for data-basing into Avaya records. APR details: Parts Replacement requests can be made via web ticketing (currently US Only) or by calling the in country services support number for the Partner s respective region. Applies to IP 500 System Hardware only (The CAVIOT tool will list the available hardware parts covered by this offer option. The Partner should follow the CAVIOT Tool instructions to complete the IPO system registration process.) Provides next business day (NBD) parts replacement (geography dependent). Voice Terminals are not included in this option. Offer is available for a 2 or 4 year term length as a Pre-paid option. Offer can be purchased Point of Sale or as an aftermarket addition. APR is not dependent on the puchase of the SME TSP Base Offer - it can be purchased as a stand-alone option. * * * IMPORTANT Reminder!! * * * * Partners MUST register the IP Office equipment to the End-user customer Sold-to via the CAVIOT tool for the APR entitlement to be accepted. (see section 6.1 #6) APR support will not be provided if the IP Office Equipment is not registered. COBC will accept & invoice the Distributor APR orders regardless if the partner has registered the IP Office equipment to the End-user record, however if the equipment is not on the record when 7

8 the Partner requests parts replacement, the request cannot be accommodated without the equipment having been registered to the record via CAVIOT Tool. 5.6 Inclusions Base Offer Coverage includes: remote service request receipt and technical support for Distributor or Authorized SME Expert Partner technical staff (as defined under the applicable Avaya Connect guidelines). This service is designed to facilitate a comprehensive exchange of technical and business information through Avaya call centers, documentation, and Web sites. Technical support includes all remote maintenance activities (maintenance is defined as a loss of functionality in any part of a supported Avaya solution). Avaya provides a system for creating service request cases, tracking consultations, and advice exchanged between the Avaya GSS Backbone Team and the Distributor/Partner s staff. No limit to frequency and/or number of Support Hour increments a Partner may purchase at any given time. Reports are available to provide detailed information regarding usage of SME TSP Offer Support Hours. Access support.avaya.com (see section 5.4) to view information about your Support Hour usage and balance. Unused Support Hours cannot be applied to any other service offerings and/or other types of service. Support Hours are valid for 24 months from the order upload date. There is no: o Refund for order cancellation after time of purchase o Carryover of Support Hours from one 24 month period to another. Parts are not part of the Base Offer. An Advanced Parts Replacement (APR) Option is available at an additional fee per Customer system. Onsite support is not included in the SME TSP Offer. Emergency Support fee will be available for Partners who do not have a current SME TSP Offer or whose Blocks of Hours have been completely used. This Emergency Support fee will be $600 for the first hour (minimum 1 hour) and $150 per every 15 minutes following the first hour of support. o Partner MUST provide either a Credit Card or PO at time of service request. o This fee will be available until July 1, Support Access Partners/Distributors may submit a web ticket where available for all service support requests. Where web ticketing is not available a trouble report can be opened by calling the in country service support number. For all regions, English will be the language in which service support will be provided. In extreme cases where language support is needed the Partner can contact their in country service support contact. Distributors and SME Expert Partners must provide a completed Trouble Request Template at service request submittal. This form can be found at: Support will be provided based on trouble severity, please refer to section 5.9 for details. 8

9 Regional Support Contacts: (As of 1/2010) Region Telephone no. Business Hours (Monday to Friday) Support North America (USA, Canada) am 7pm (EST) Eastern Standard Time smbnasupport@avaya.com CALA** General Mexico Brazil Argentina am-6pm Local time Not Available Asia Pacific region China Hong Kong SAR Korea (KT) Korea (Dacom) Malaysia (MT) Philippines (PLDT) Taiwan (CHT-I) Thailand (Cat) India (VSNL) Indonesia (Indosat) Singapore Sri Lanka* Vietnam* am-6pm Local 9am-6pm Local 8.30am-5.30pm Local For ANZ: aubcshelp@avaya.com APAC countries: apacsvshlpdsk@avaya.com Japan Japan International Australia/NZ Australia/NZ International EMEA All countries Russia Germany am-5.30pm (GMT) 8am-5.30pm Local 8am-4.30pm Local smbemeasupport@avaya.com 5.8 Case Status Notification 5.9 InSite Knowledge Management The SME TSP Offer will provide powerful new search capabilities and access to the Avaya s award winning InSite Knowledge Management solution. This tool is Avaya s single repository for all Product information including Product documentation, as well as technical solutions developed by Avaya team members. To access Avaya InSite Knowledge Management, Authorized Partners should go to enter your SSO login and a valid Sold-To/Functional Location number. 9

10 5.10 Support Hours Response time is based on trouble severity SME Technical Support for Partners Service Offer Siebel Severity Definitions 20 Nov 09 Severity Definitions What is the Siebel Ticket Severity? Response Times Distributor (on behalf of a Partner) or Partner (SME Expert) initiated Service Request submitted to an Avaya Services Center via Phone or Web? Severity 1 Severity 2 Severity 3 Severity 4 The Supported Product is totally out of service. There are no acceptable work arounds. Result: loss of service affecting all users at a single site. 1 - Critical Total Out of Service condition Avaya provides around the clock (24x7) support and will use commercially reasonable efforts to begin work on a Distributor (on behalf of a Partner) or Partner (SME Expert) request for remote support within 2 Hours The Supported Product is operating with: o Severely reduced functionality causing significant impact to the Customer s business operations o The loss of service impacting more than twenty-five percent (25%) of all users at a single site. Product alarms identified as major alarms by EXPERT Systems. 2 - High >= 25% impact to service, quality, availability, etc Avaya provides around the clock (24x7) support and will use commercially reasonable efforts to begin work on a Distributor (on behalf of a Partner) or Partner (SME Expert) request for remote support within 2 Hours The Supported Product is operating with: o Reduced functionality causing little or no impact to the Customer's business operations o The loss of service to less than twenty-five percent (25%) of all users at a single site. Product alarms identified as minor alarms by EXPERT Systems 3 - Medium < 25% impact Avaya provides Standard Business Hours (Distributor/Partner time zone) support and will use commercially reasonable efforts to begin work on a Distributor (on behalf of a Partner) or Partner (SME Expert) request for remote support (including alarms) within 4 Business Hours Distributor/Partner Time Zone The Supported Product is operating with full functionality. A service request for information on features, configuration or use of Supported Product needs to be tracked to completion. 4 - Low No impact Avaya provides Standard Business Hours support and will use commercially reasonable efforts to begin work on a Distributor (on behalf of a Partner) or Partner (SME Expert) request for remote support by the close of the Next Business Day Distributor/Partner Time Zone 10

11 Service Element Descriptions Remote Backbone Support Technical support includes all remote maintenance activities (maintenance is defined as a loss of functionality in any part of a supported Avaya solution). Avaya provides a system for creating service request cases, tracking consultations, and advice exchanged between the Avaya GSS Backbone Team and the Partner s staff. Remote Support includes: Distributor Hardware and Software remote support to Partner 24x7 remote support via Distributor, globally Avaya Backbone support to Distributor for non SME Expert Partners: 5 support hours OR Avaya Backbone support to SME Expert Partners: 5 support hours SLOs (Telephone/Web): Majors: < 2 Hrs., Minors: < 4 Hrs Parts Replacement Parts replacement for defective hardware is available via the SME TSP APR Service Offer Option. Replacement parts ship for next business day delivery (geography dependent) and may be shipped directly to the Authorized Partner technician or to the end user Customer. The Authorized Partner identifies the delivery location when the replacement part is requested. All defective hardware must be returned within thirty calendar days or the Authorized Partner is invoiced for the replacement parts. Return instructions are included in the mail-out. Avaya pays for the shipping costs for delivery and return of the replacement part(s). Note: APAC region, return replacement is DDU only and parts are only shipped to the Partner address not to end user customers.note: Parts replacement offer is effective from date purchased and will expire either 2 or 4 years after date of order processing depending on the option selected. 6. Ordering, Invoicing, and Payment The primary procurement model for the SME TSP Service Offer will be through Distribution (Tier 2). If a Partner requires a different procurement option, they should contact their respective CAM for assistance. 6.1 Ordering and Invoicing: SME TSP Offer Follow the following steps to place an order. Step Task 1 Create Sold To/FL Partners MUST have a Sold To/FL in order to purchase the Block of Hours Base offer. Partners MUST also ensure there is an End User Sold To/FL when Advanced Parts offer is sold. Sold To/FL Creation Process for all Regions portalid= a 11

12 2 Distributor/ Partner submits PO (purchase order) for request of services offers US Partners must submit the Partner Transmittal form along with their Purchase Order (PO). The Transmittal Form can be found on the BP Portal, under Global Services Reference Library, Forms, Business Partner Checklist/Transmittal. US Distributors must submit the Distributor Transmittal form along with their Purchase Order. The Transmittal Form can be found on the Distributor Resource Center. PO requires (PO must be in a text or PDF format: NO SCREEN SHOTS):material code, quantity, price, payment terms, End User along with standard data and forms when required such as discount approvals Partner Sold To/FL Material codes /Descriptions Quantity Price Payment Terms (Prepaid only) Advanced Parts Replacement offer must also include (IP Office Only): End User Customer Sold To/FL/Functional Location number (if no Sold To/FL Exists follow Sold To/FL Creation Partner Sold To/FL Material codes /Descriptions Quantity Price Payment Terms (Prepaid only)) BP Link ID (to be added to end user Sold To/FL for tracking BP relationship) Distributor/Partner Payer After the APR Order number has been provided by the COBC, Partners MUST register the End User customer equipment in order to receive support. Registration for ALL regions as well as records corrections (additions/removals) are done using the CAVIOT tool located at: ent_private&contentid=c #wlp_wncontent_private Each region has a link at this site providing the appropriate form. The appropriate regional form must be completed and then sent to the address provided. Note: Other tools within regions are not accepted for registering products for this offer. 3 Completed POs should be sent to Aftermarket Hardware Additions must be registered via CAVIOT to update customer records for APR coverage. US- BOH & APR Distributors and Partners should submit Purchase Orders to threestarmtc@avaya.com Status/Escalations/Billing disputes contact number: Canada 12

13 BOH & APR (905) or acbs@avaya.com Status/Escalations contact number: 1--acbs@avaya.com 2--Wendy Gaham Ken MacNeall Rob Neil Turn around time for all quotes = 1 business day *APR is currently not available in Canada until April 1 st. EMEA BOH & APR Distributors and Partners should submit Purchase Orders to emeapss@avaya.com Status/Escalations contact number: Richard van Willigenburg, rvw1@avaya.com, phone Turn around time for all quotes/order creation = 2 business days CALA BOH & APR Distributor will be required to sign the SAS as an attachment to their distribution agreements. o Send the codes POs only referencing their distribution agreements o The orders will be processed using standard order process o Follow existing processes for all order processing. APAC BOH & APR The Partner or Distributor should contact the Partner Engagement Team (PET for short) (partnerss@avaya.com) for an SOW, providing all the relevant codes to be part of the contract Partner can then sign the SOW, and return to the PET, to place an order. 4 Request is worked by regional COBC team 5 Invoice will be generated out of SAP 6. Advanced Parts Replacement - Equipment registration Customer Order Billing Center (COBC) will create a quote and convert to order/contract. COBC will send a completion with SAP order/quote #, Sold To/FL, Price and Term length. Payment is expected within net agreement terms. When a Partner sells the APR option to an End User customer, the end user installed equipment list must be provided to Avaya for parts replacement. 1. Ensure your customer has a Sold To/FL created. Follow the steps for new Sold To/FL Creation if necessary in Step Submit the Equipment list for the end user customer following the CAVIOT tool procedures. The form is located under: Non-Regional (Product) Specific Documentation Training is available under 13

14 bel=wncontent_private&contentid=c #wlp_wnconte nt_private This training will provide submittal details to ensure Parts Replacement support for your End User Customers. Note: Please allow adequate time for both Partner and Customer Sold To/FL creation. Plan accordingly to ensure Avaya can meet your services needs. The outlined tasks above can take several days from Sold To/FL Creation, Order/quote creation and system feeds. Avaya requires this lead-time for the Service Offer Ordering Codes to be active in our support systems. Billing Disputes- All invoices have contact information to be referenced in the event of a billing dispute. 6.2 Payment and One Time Fees Two-Tier (Purchased through authorized Distributors) Partners will be invoiced by their Authorized Distributor based on the terms specified between the Distributor and the Authorized Partner. Avaya will invoice the Distributor for this offer. Invoice payment is due based on the contractual terms between Avaya and the Distributor Single-Tier (Purchased direct from Avaya) Upon SAP order completion, Avaya will bill the Partner for the Service Offer. Payment is due based on Partners Net Payment term established in their master agreement. 7. Responsibilities and Requirements The following outlines the Authorized Partner s and Distributor s responsibilities for the SME TSP Offer. Responsibilities and Requirements apply to manufacturer support services purchased through the SME TSP Offer unless stated differently in the following paragraphs. 7.1 Authorized Partner Responsibilities and Requirements The Partner must be Product Authorized for the specific SMEC Product to purchase manufacturer support services through the SME TSP Offer. SMEC Product Authorization requirements are located in the Avaya Connect Partner Program documentation. Additionally, Partners seeking the SME Expert certification must successfully complete the applicable Avaya Connect Program requirements. The specific requirements for each product are available through the Avaya Partner Portal (Partner web portal). In addition, Authorized and SME Expert Partner s are responsible for: Maintaining Customer relationship management Performing all billing and collections functions directly with the end user Delivering all remote and onsite technical service support to the end Customer Providing Case management to Customer: Case creation, status, dispatch, and resolution 14

15 Partners reaching the SME Expert Authorization may contact Avaya Backbone for direct support rather than escalating through their Distributor. Information on the Avaya Connect program can be found at: under Avaya Connect 7.2 Distributor Responsibilities and Requirements The Partner must be an Avaya Authorized Distributor to take advantage of the SME TSP Offer. SMEC Distributor Authorization requirements are located in the Avaya Connect Partner Program documentation. In addition, Authorized Partners are responsible for: Complying with all SME TSP specific Responsibilities and Requirements Providing configuration and pricing support to their Partners Ordering SME TSP services from Avaya: o o Using appropriate process and procedures Placing the order on Avaya through the COBC Verifying the appropriate Partner SMEC Product Authorization Performing invoice and payment collection from the Authorized Partner Providing advanced technical support to their Partner/Resellers 7.3 Branding Partners will continue to use their own maintenance service branding. The SME TSP Offer is a manufacturer support offer for Partner support. It is not designed to be marketed to the end Customer. 8. Pricing and Product Availability The SME TSP Offer supports all SMEC Products: Partner (NA Region) and IP Office (globally). Appendix A provides the SME TSP Offer pricing details. The following pricing guidelines apply to the SME TSP Offer unless noted below: No other discounts apply, unless there is an active Promotion Discounts are assigned based on the Partner s Avaya Connect Partner Level: Authorized, Silver, Gold, or Platinum. 9. Termination Policy Termination Policy can be at: /SN Cancellation Policy The Partner may cancel any/all open Support Hours upon: This offer only allows for offer cancellation to be made within the first 30 days after purchase. 15

16 Termination Policy can be at: /SN Contract Renewals The Avaya SME TSP contract does not auto-renew. Termination fees do not apply once the original contract terms and conditions have been fulfilled. Partners are encouraged to use the end of the APR contract as a prompt to maintain relations with their end Customer providing upgrade or additional support services. 10. Distributor SME Technical Support for Partners Option Effective April 1, 2010, Distributors Globally have the option of purchasing: 1. The Basic Offer Option 2. With a minimum of an additional 15 support hours 3. For a total of 20 hours minimum. 4. Each additional purchase of support hours must be purchased in increments of 20 hours minimum. This option is available for Distributors to support their Partner base where Partners may not have the business volume to justify the purchase of the SME TSP Offer individually. All entitlements for remote support, reporting of trouble, trouble resolution, ordering and billing apply to Distributors the same as they do to Partners as outlined in this document. When referring to the entitlement for BOH support under the Distributor option, the Distributor will be the Partner as outlined in this document. 11. Definitions Term Channel Partners Description For the purpose of this document, Channel Partners include all members of the Avaya Connect Program. Relationships may include; Distributors, Resellers, Partners, Value Added Resellers (VARs), System Integrators (Sis), Service Providers (SPs) and Service Only. SME TSP Avaya AGS SME Technical Support for Partners Service Offer 12. Contacts and Resources Maintenance Agreements - Services A Z > Maintenance Agreements 16

17 Offer Definitions BusinessPartner Portal (Sales View) >Avaya Global Services Reference Library > Offer Definitions > /SN Service Agreement Supplements /SN Termination Policy - BusinessPartner Portal (Sales View) > Global Services Reference Library > Policy > Multi-Channel Maintenance Termination Policyhttp://portal.avaya.com/ptlWeb/spCP/CS /C /S N /SN

18 Appendix A SME Technical Support For Partners Fee Schedule Avaya Global Price List ($ USD) Material Code Price Base Offer $ 2, Additional Support Hour Increments 5 Hours 15 Hours 30 Hours $ 2, $ 8, $ 15,840 Options Advanced Parts Replacement: APAC, Canada, EMEA, & US IPO R5 2 year IPO R5 4 year IPO R6 Essential Edition Partner Version 2 year IPO R6 Essential Edition Partner Version 4 year IPO R6 Essential System Package 2 year IPO R6 Essential System Package 4 year IPO R6 Preferred System Package 2 year IPO R6 Preferred System Package 4 year IPO R6 Advanced System Package 2 year IPO R6 Advanced System Package 4 year $270 $ $ $ $270 $ $270 $ $270 $ Advanced Parts Replacement: Americas International: Brazil IPO R5 2 year $135 IPO R5 4 year $259 IPO R6 Essential Edition Partner Version 2 year Require local, $86 IPO R6 Essential Edition Partner Version 4 year manual $165 IPO R6 Essential System Package 2 year adjustment until $135 IPO R6 Essential System Package 4 year SAP Material $259 IPO R6 Preferred System Package 2 year Code available. $135 IPO R6 Preferred System Package 4 year Factor =.50 $259 IPO R6 Advanced System Package 2 year $135 IPO R6 Advanced System Package 4 year $259 Advanced Parts Replacement: Americas International: Rest of AI Except Canada IPO R5 2 year Require local, $94.50 IPO R5 4 year manual $ IPO R6 Essential Edition Partner Version 2 year adjustment until $60.20 IPO R6 Essential Edition Partner Version 4 year SAP Material $ IPO R6 Essential System Package 2 year Code available. $

19 Avaya Global Price List ($ USD) Material Code Price IPO R6 Essential System Package 4 year Factor =.35 $ IPO R6 Preferred System Package 2 year $94.50 IPO R6 Preferred System Package 4 year $ IPO R6 Advanced System Package 2 year $94.50 IPO R6 Advanced System Package 4 year $

20 Appendix B Single Tier Discount Table for Partners Channel Program: Single Tier Partner Discounting Channel Partners Authorized Reseller Partner Program AR0 25.0% BP - Silver Partner Program BP1 29.0% BP - Gold Partner Program BP2 31.0% Partner Discount Off List BP - Platinum Partner Program BP3 35.0% SI - Silver Partner Program SI1 29.0% SI - Gold Partner Program SI2 31.0% SI - Platinum Partner Program SI3 35.0% SP - Silver Partner Program SP1 29.0% SP - Gold Partner Program SP2 31.0% SP - Platinum Partner Program SP3 35.0% 20