Service Description Document (SDD)

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1 Document (SDD) Service Avaya Express Technology Support Base Next Business Day (NBD) Pack (GF6300) Version 3.2 Issue 1 November 2012 Availability Purpose Global This document details the for Avaya Express Technology Support Base Next Business Day (NBD) Pack.

2 TABLE OF CONTENTS 1 Detailed Deliverables Prerequisites Key Performance and Service Level Objectives Key Performance Indicators (KPIs) Service-Level Objectives (SLOs) Roles and Responsibilities Avaya Responsibilities Customer Responsibilities Assumptions and Acceptance Assumptions Acceptance Criteria Exclusions and Timelines Exclusions Timelines Appendix Order Code North America Next Business Day Parts Replacement Assumptions Europe, Middle East and Africa (EMEA) Next Business Day Parts Replacement Assumptions Caribbean and Latin America (CALA) Next Business Day Parts Replacement Avaya Inc. Proprietary i

3 6.4.4 Assumptions Asia Next Business Day Parts Replacement Assumptions Avaya Inc. Proprietary ii

4 1 Detailed The Avaya Express Technology Support Base Next Business Day (NBD) Pack provides technical support plus advanced parts replacement with the replacement part arriving on the next business day after diagnosis of a reported failure. Customers have telephone and web access to the Avaya Service Center 24 hours a day, 365 days a year to report problems, ask product-related questions and receive assistance for Avaya hardware and operational software products. With Avaya managing spares inventory logistics, this service provides for the delivery of a spare part to the customer s contracted sites for the covered Avaya products during Standard Business Hours, five business days a week. The spare part, referred to as a Field Replaceable Unit (FRU), is scheduled to arrive the next business day following diagnosis of a reported failure and the assignment of a Return Material Authorization (RMA) number. Availability Avaya s remote support options are standardized and generally available throughout the world. On-site field technicians and advance parts services availability however may vary from country to country. For detailed availability please see the Services Price Book or contact your local Avaya Service representative. Note: Mileage restrictions apply. See the Appendix for specifics by region. 1.1 Deliverables Avaya Express Technology Support Base Next Business Day (NBD) Pack includes: The Customer has 24X7 around-the-clock access to an Avaya Service Center via the website ( or telephone to request software and (where applicable) hardware support or to raise questions about product configuration or general usability in conformance with published documentation. It addresses Critical, High, Medium or Low uses as defined in the Severity Classifications Access to the Avaya Technical Support web site which, depending on the product, may include, but is not limited to (i) status review of known hardware and operational software problems; (ii) access to technical documentation; (iii) ability to log a case; (iv) status view of outstanding RMAs. Spares inventory Avaya owns, stocks, warehouses and dispatches replacement Field Replaceable Units (FRUs) from inventory held in central and distributed depots to support the maintenance of deployed Avaya products. Avaya repairs the faulty FRUs returned by the customer in exchange for the replacement FRUs, and places the repaired FRUs in the spares inventory. Avaya uses this inventory to respond to service requests, providing replacement FRUs on a like-for-like equivalent basis (feature, function and fit compatible). Avaya Inc. Proprietary 1

5 Advance shipment of Avaya hardware FRUs to the customer s contracted sites. After a request for a replacement FRU is validated by the Avaya Service Center and a Return Material Authorization (RMA) number is assigned, Avaya will pick, pack and dispatch the replacement FRU using a common carrier delivery service to make the delivery to the customer s contracted site. The replacement FRU will be delivered the next business day, subject to the regional mileage restrictions identified in the Appendix. Escalation management The Avaya Service Center is the escalation point for the customer for raising unsatisfactory conditions or immediate concerns associated with the part delivery. Internal escalations normally begin when a condition prevents Avaya from meeting the dispatch target or when the customer s service request conflicts with the Avaya service entitlement database. Software downloads The customer will be entitled to receive operational software for applicable products, including: New major releases, which may include new feature content as well as feature enhancements and/or maintenance/patches, since the last major release. Upgrades, patches and updates as they are made generally available for release by Avaya for the products covered under the terms of this service. Operational software is defined as software that is required to operate a network device. The core operational software product resides on the network device it is operating. Associated files may reside on another network device. Examples: ERS8800 RTNG Switch SW Lic V7.1; Secure Router 4134 V10.3.x Application software is defined as software that is not required to run a network device, such as network management software. It is not an enhancement to the operational software and may reside on another network device. Examples: CS1000E (CPPM) SA System Software R7.5; Secure Network Access 500 Licenses For some products, operational software will be provided at no incremental cost. For details, see the Services Price Book. Note: Application software downloads are not included within this SDD. Software Release Subscription (SRS) services major and minor releases for application software Must be ordered separately via Avaya Software Support Base (SRS Media, GW ) or Avaya Software Support Plus (SRS Media and Technical Support, GU ). 1.2 Prerequisites For some products, additional Avaya support service options must be purchased as a prerequisite to obtain this service description. Consult the Avaya portal for specific product details. Avaya Inc. Proprietary 2

6 2 Key Performance and Service Level Objectives This section defines the Key Performance Indicators (KPIs) and Service-Level Objectives (SLOs) against which the project scope will be measured. 2.1 Key Performance Indicators (KPIs) No KPIs apply to this service. 2.2 Service-Level Objectives (SLOs) The Technology Support Base Next Business Day (NBD) Pack provides replacement parts delivery. The principal period of maintenance for the courier delivery of replacement hardware FRUs under this SDD is during Standard Business Hours, five days a week, local business time, excluding holidays. See the Appendix for service delivery response times for locations around the world. After the Avaya Service Center validates the customer s request for a replacement FRU and assigns an RMA number, Avaya dispatches the replacement FRU(s), to arrive at the customer s contracted site on the next business day, subject to the regional mileage restrictions and the designated diagnosis cutoff time identified in the Appendix. If validation is completed after the designated time, then arrivals at the customer s contracted site will be on the second business day following the request. Diagnosis and troubleshooting required to identify the faulty FRU to be replaced must be completed prior to requesting the replacement FRU. The response time interval starts after the Avaya Service Center validates the customer s request for a replacement FRU and assigns an RMA number. Access to Service Via Telephone The customer may access Avaya Technical Support by placing telephone calls to the appropriate Avaya Service Center. Telephone access is available through the Avaya Service Center 24 hours a day, 365 days a year. Via the Web Technical support for non-emergency problems is also available at The Avaya Service Center logs the issue, assigns it a priority and dispatches it to the appropriate support service. Severity Levels Avaya will measure and categorize the severity level of hardware/software problems reported by the customer based on the impact on the network and in accordance with the severity definitions below. If it is not clear which severity level applies, then the severity level assigned by the customer will be used. However, if Avaya Inc. Proprietary 3

7 a problem clearly belongs in a given severity level as defined below, then that severity level will be used. The Siebel Severity is a defined level of impact to the customer s business, reflecting either the level of service outage or degree of service impact/degradation (affecting quality, redundancy or availability). See the comparison table below. The comparison table is to be used as a guideline in determining Severity per SR (Service Request). Siebel Severity Severity Definition Siebel Example Sev 1 (Critical) Total out of service condition (TOOS) The supported Product is totally out of service with NO acceptable workaround resulting in a loss of service affecting all users at a single site. Remote Support: 24X7 by Emergency Recovery team Response Time: 15 minutes for SR s open via web and an hour for SR s opened via Service Desk Sev 2 (High) 25% or greater impact to service, quality, availability, etc. The supported Product is operating with severely reduced functionality causing significant impact to the customer s business operations or the loss of service impacting twenty-five percent or more of all users at a single site. Product Alarms identified Remote Support: 24X7 by Emergency Recovery team Response Time: 15 minutes for SR s open via web and 2 hours for SR s opened via Service Desk Sev 3 (Medium) Less than 25% impact to service, quality, availability, etc. The supported Product is operating with reduced functionality causing little to no impact to the customer s business operations or the loss of service impacting less than twenty-five percent of all users at a single site. Product Alarms identified as Minor. Remote Support: Within standard business hours. Remote support outside of standard business hours will be billable. Response Time: Within standard business hours Avaya Inc. Proprietary 4

8 Sev 4 (Low) No impact to customer service. The supported Product is operating with full functionality and a service request for information on features, configuration or use of the supported product needs to be tracked to completion. Includes consultation, records correction & administrative activity Remote Support: Within standard business hours. Remote support outside of standard business hours will be billable. Response Time: Within standard business hours 3 Roles and Responsibilities This section defines the detailed Avaya and customer responsibilities needed to successfully complete the project. The responsible party is accountable for delivering the specific activity defined in section Avaya Responsibilities The Avaya technical support organization will use commercially reasonable efforts to provide the customer with remote assistance related to Avaya system operation and maintenance issues affecting products covered under the terms of this service. This service includes the following: Diagnosing routine hardware/software problems Troubleshooting problems using diagnostic utilities Providing advice about how to detect and resolve hardware and networkrelated problems Advising on issues requiring hardware replacement Diagnosing issues related to Avaya products interacting with non-avaya products Analyzing basic trace/log/dump/operational Measurement (OM) information Performing root-cause analysis of emergency incidents at the discretion of Avaya Identifying and resolving code level problems Supporting the testing and releasing of code corrections Providing regular, ongoing updates regarding case progress to the customer, using agreed-upon media Providing case resolution and agreeing on case closure Assisting with fault diagnosis required to identify the FRU to be replaced and to occur prior to assignment of the RMA number. Assigning an RMA number to each FRU to be replaced and notifying the customer of the relevant RMA numbers. Avaya Inc. Proprietary 5

9 Dispatching an equivalent FRU (feature, function and fit compatible) to arrive at the customer s site, subject to conditions outlined in the Appendix, following assignment of the RMA numbers. Coordinating the arrival of the FRU at the customer s site. For Emergency Recovery (ER) cases, Avaya strives to immediately assign an engineer upon receipt of the call. Thereupon, Avaya will provide continuous service (24 hours a day, seven days a week) as applicable until the service level is restored to pre-incident operation. The ER team will be in constant contact with the customer, if required by the customer, throughout case resolution activity. 3.2 Customer Responsibilities The customer is responsible for: Facilitating Avaya remote-access diagnostics capability to facilitate remote diagnostics, which can take a number of forms from modem access to Virtual Private Network (VPN) tunnels, Avaya prefers that the customer provide broadband Internet access (1 megabyte/second or higher throughput) 24 hours a day, seven days a week, as well as providing all necessary authorizations for remote access by Avaya to the customer s network. The provisioning of dial-up access, as a result of customer geographic location or for other reasons, means that the SLO objectives are not applicable and additional fees may apply. Remote connectivity must be operational prior to service activation. Ensuring that the products are used and maintained in accordance with the applicable product documentation. Providing the serial numbers to Avaya for the equipment that will be covered by this service. Providing the full count and product configurations of all the Avaya products deployed in the customer s network ( covered hardware ) that are to be supported. Ensuring that all covered hardware is operational and up to the currently supported revision level before this service plan goes into effect. Failure to do so will exclude that hardware from coverage. Using all reasonable efforts to maintain hardware and software at the release or update level for supported hardware and software in accordance with Avaya published policies and procedures. Using the versions of operational software currently supported by Avaya. If the operational software is a version other than that which is currently supported, as identified in the applicable Avaya Product Lifecycle Policy, the customer is required to purchase the required versions of the product to obtain support. Support for application software must be purchased separately under a Software Release Subscription. Avaya Inc. Proprietary 6

10 Maintaining a support agreement with the third-party supplier for such products. This service only covers Avaya products purchased from Avaya or an Avaya authorized agent. Avaya is not responsible for supporting non- Avaya-supplied third-party manufactured products. Being available, as required by Avaya, to aid in problem diagnosis for all cases reported to the Avaya technical support organization. The customer will designate competent personnel to work with Avaya engineers on restoring the service level. Customer personnel may be required to assist with service-level restoration in accordance with instruction that Avaya provides. In cases prioritized as Sev1, customer personnel must be available 24 hours a day to work with the Avaya Emergency Recovery team on restoring the service level to pre-incident operation. System backups are the Customer s responsibility. The use of an Avaya installation service of an Update does not include any system backup. Maintain a procedure external to the software programs for reconstruction of lost or altered files, data, or programs. Requesting technical assistance from Avaya in diagnosing a fault prior to requesting parts replacement. Advising Avaya, in writing, of any change of location for products to ensure proper dispatch and delivery. The customer will inform the contract administration prime of any change to the customer s site. This information will include: new Avaya products and product configurations added to the customer s network; any adds, changes or deletes to existing configurations; and/or the establishment of new customer sites and/or product configurations at those customer sites. Obtaining an RMA number from Avaya prior to returning any replacement hardware FRU under this SDD. Promptly returning the failed hardware FRU to Avaya using the Avayaprovided enclosed waybill. This FRU becomes the property of Avaya on an exchange basis. If the dispatch is for a parts-only request, returning the defective FRU to an authorized Avaya repair facility. A prepaid waybill will be dispatched, with the designated return address, with each dispatch for each FRU with instructions for how to return the defective units. In conjunction with this SDD, if Avaya does not receive the failed FRU within 30 calendar days of shipping a replacement part to the customer, then Avaya reserves the right to invoice the customer the then-current published list price of the replaced FRU. Failure to return defective parts may result in the suspension of future advanced parts replacement service delivery from Avaya. If defective part is returned to Avaya after the 30 calendar day period, no credits or refunds will be issued against the invoice created. For complete policy details reference the Avaya Global Asset Recovery Policy. Avaya Inc. Proprietary 7

11 Ensuring that access is arranged to the site for receiving the replacement FRU. Failure to do so will discharge Avaya of its responsibilities. For each customer site to be covered by this service, identifying location/address, any security access and maps/driving instructions if the site is located in a non-urban area. (For locations requiring special access, such as government facilities or financial institutions, the customer needs to provide written documentation needed to obtain access.) 4 Assumptions and Acceptance This section clearly defines the criteria that Avaya must fulfill to successfully achieve the critical project acceptance milestones. These acceptance milestones will be directly linked to the payment milestones as defined in the contract/purchase order. Any acceptance milestones not directly linked to payment milestones are considered internal milestones and will not be captured as acceptance criteria. 4.1 Assumptions The following assumptions govern the delivery of Avaya Express Technology Support Base Next Business Day (NBD) Pack: If Avaya diagnoses that a reported problem is due to non-conformance to published specifications of a supported operational software version, then Avaya will provide any operational software fix for the reported nonconformance available at the time the problem is reported, provided that customer is running on a version of operational software that is currently supported, as identified in the applicable Avaya Product Lifecycle Policy. In extreme circumstances where telephone support, remote diagnosis and all other means of restoring product operation fail, Avaya may dispatch a trained and qualified technical expert to the customer s premises to facilitate diagnosis. On-site support charges or other Avaya time-and-material fees may apply. If there is no available software fix, Avaya will use reasonable commercial efforts to remedy such non-conformance, which may include a workaround or other temporary or permanent fix to the operational software, provided that the reported problem can be verified and/or recreated by Avaya on the thencurrent software version. If the customer s operational software is a version that is not currently supported and the non-conformance is corrected in a supported version, the customer will be advised to upgrade to obtain assistance. Avaya will not incorporate operational software fixes or corrections into versions of operational software other than those currently supported in accordance with the applicable Avaya Product Lifecycle Policy. Avaya does not represent or warrant that all non-conformance of the operational software can be corrected. Avaya reserves the right to Avaya Inc. Proprietary 8

12 incorporate corrections to minor operational software non-conformance into future operational software versions. For the purposes of this SDD, operational software is defined as software that is required to operate a network device. The core operational software resides on the network device on which it is operating. Associated files may reside on another network device. At any site where the customer is purchasing this SDD for a particular product, the customer needs to cover all like products at the site under this SDD. (For example, all VPN Router 1000 series are like products. Therefore, a VPN Router 1010 or 1050 is a like product to a VPN Router 1100, but not a like product to a VPN Router 2700.) The customer may not split the coverage of a group of like products at any one site between this SDD and all other SDDs for Avaya Express Technology Support Base or Avaya Express Technology Support Plus, available globally and regionally. For the purpose of providing support services, Avaya will have the right at any time to audit a contracted site through software, remote polling or other reasonable means to verify the site s in-service inventory against the contracted equipment, to confirm the customer s network size and/or to verify the software status. Avaya may subcontract all or any portion of the service to subcontractors selected by Avaya provided that Avaya remains fully responsible to the customer for the performance of the service set out in this SDD. Avaya will not be obligated to incorporate software corrections into software releases prior to the then-current supported software releases. Avaya reserves the right to incorporate software corrections into future software releases. The customer and Avaya technical personnel will agree on the appropriate security measures to prevent unauthorized access, but the customer is solely responsible for the security of its network. Avaya will not connect to the customer s network without prior authorization, and the purpose of such connection will be solely to provide technical support. If access procedures for such data links, including procedures related to security, require nonstandard activity on the part of Avaya or impose additional costs on Avaya, then Avaya may, as it reasonably determines to be appropriate for such activity or costs, invoice the customer additional charges for Technical Support. If the customer fails or causes delay in providing connectivity, Avaya will be excused from its fault resolution performance for a period equal to such failure or delay by the customer. This service offering and any subsequent service renewal is subject to the terms and conditions of the applicable Avaya Product Lifecycle Policy. For complete policy details reference the Avaya Product Lifecycle Policy. Where auto-renewal is available from Avaya, services purchased under this will be renewed automatically for successive one year Avaya Inc. Proprietary 9

13 terms for the same supported products and at the same support levels, unless either party provides written notice of its intent not to renew such coverage, at least 30 days prior to the renewal date. Auto renewal is not available in all regions. A re-initiation fee will apply to reinstate support when coverage has lapsed. The re-initiation fee is a one-time fee equal to 25% of the first year of the new support coverage. The applicable re-initiation fee will be invoiced and payable with the first billing of the new coverage. Notes:1) The re-initiation fee is subject to change at any time.2) Re-initiation fees are not discountable.3) Time and Materials (T&M) support is not available if a support contract has lapsed.4) New support coverage sold to customers for products that have not had Avaya support coverage for more than 12 months are not subject to re-initiation fees. Supported Products that are newly purchased, used or have not been continuously covered by Avaya support are all eligible for coverage; however, certification of the Supported Products may be required. Certification ensures that Supported Products are properly installed and in good working order. Certification of Supported Products may be required when: 1) Supported Products classified by Avaya as "not customer-installable" were installed by a party other than Avaya, an authorized Partner or a manufacturer or manufacturer-authorized service provider (for non-avaya products); 2) Avaya support coverage on Supported Products has lapsed for more than ninety (90) days or was never initiated. For complete policy details reference the Avaya Equipment Certification Policy. Certification is not included in this and will be charged at Avaya s then current Maintenance per Incident rates if Supported Products are not added under Avaya service coverage within 45 days of certification completion. Avaya does not guarantee Supported Products subject to certification will be certified. If Supported Products are found to be ineligible for certification, the Customer is responsible for corrections required to make Supported Products eligible. The Customer may terminate Services at any time during the current term upon at least 30 days written notice and shall be subject to payment of: (i) support charges up to and including the date of termination, and (ii) cancellation fees. Cancellation fees shall be equal to the support charges that would otherwise be payable for the affected coverage for the remainder of the year of the Term in effect as of the effective date of the termination. The parties agree that the cancellation fees are liquidated damages comprising a reasonable estimate of Avaya's damages in the event of the Customer's early termination and are not a penalty. Unless already paid, the cancellation fees shall be immediately due and payable upon cancellation. For complete policy details reference the Avaya Global Maintenance Termination Policy. Cancellation fees will be calculated as follows: Cancel in Year 1: Full amount of 1st year annual fees to be paid in full. Avaya Inc. Proprietary 10

14 Cancel in Year 2: Full amount of 1st and 2nd year annual fees to be paid in full. Cancel in Year 3: Full amount of 1st, 2nd and 3rd year annual fees to be paid in full. This document is an attachment to the Customer s written commercial agreement with Avaya. In the event of a conflict between this document and a Customer s written commercial agreement with Avaya, the terms and conditions of the written commercial agreement will control. In the event of a conflict between the general sections of the document and an appendix hereto, the appendix will control. This service package includes Technical Support. If Avaya diagnoses that a reported problem is due to a defective unit, the Avaya engineer managing the incident may then initiate access to the Technology Support Base Next Business Day (NBD) Pack. Service delivery is subject to the hours of coverage and response times as identified in the Appendix. Delivery of hardware FRUs to the customer s designated location under this SDD is subject to local country capabilities. Avaya will make commercially reasonable efforts to ship, at its expense, a replacement hardware FRU to arrive at the customer s designated location within the specified time frame and based on the parameters indicated in the Appendix. The failed FRU becomes the property of Avaya on an exchange basis. The replaced FRU becomes the property of the customer on an exchange basis. This service will be furnished by Avaya or a party authorized by Avaya to furnish such service. For the purpose of this service, defective means failure of an FRU to perform in accordance with the applicable Avaya published product specifications. Unless required for operational reasons and elsewhere agreed between the customer and Avaya, the replacement FRU will be at the then-current minimum hardware, firmware and software release levels as published by Avaya. The method of shipment and choice of courier for the replacement FRU will be at the discretion of Avaya. Unless otherwise specified, there will be no limitation on the number of FRU replacements the customer may make within the contract period. Avaya will monitor its delivery performance and when necessary initiate an internal escalation procedure. Avaya Inc. Proprietary 11

15 4.2 Acceptance Criteria No acceptance criteria apply to this service. 5 Exclusions and Timelines This section lists exclusions to the scope as defined in this SDD and the timelines associated with service delivery. 5.1 Exclusions The following activities are completely out of the scope of this project and are not performed by Avaya and/or customer as part of this project. If the customer requests a service that is neither part of the scope of these technical support services nor within the control or responsibility of Avaya, then Avaya will charge additional fees to perform such services, if Avaya agrees to perform them. If the customer fails to comply with the requirements, as described in the Customer Responsibilities section, Avaya will advise the customer. Avaya and the customer may then agree on service to be provided at the Avaya then-current time-and-material rate plus any travel and living expenses incurred. Avaya is not responsible for supporting third-party hardware platforms on which application software resides. For the purposes of this SDD, application software is defined as software that is not required to run a network device. It is not an enhancement to the operational software and may reside on another network device. The customer is responsible for maintaining a support agreement with the third-party hardware supplier for such equipment. The Avaya support obligations are expressly conditional upon the products not being (i) subject to unusual mechanical stress or unusual electrical or environmental conditions; (ii) subject to misuse, accident or disaster including, without limitation, fire, flood, water, wind, lightning or other acts of God; or (iii) altered or modified unless performed or authorized by Avaya. Avaya will have no liability or obligations for failure of the products to conform to published specifications resulting from the combination of the products with any third-party hardware or software not authorized in Avaya published documentation or when caused by the customer s inability to use the products if the products are operating substantially in accordance with published specifications. To receive major releases and upgrades for application software, the customer should purchase either an Avaya Software Support Base (SRS Media, GW ) or Avaya Software Support Plus (SRS Media and Technical Support GU ) maintenance agreement. Unless elsewhere agreed between the customer and Avaya, this service does not include root-cause analysis, the provision of fault reports or leadtime/performance metrics. Avaya Inc. Proprietary 12

16 Subject to the applicable Avaya Product Lifecycle Policy and the condition of a non-service-eligible part (modified parts outside Avaya authorization excluded); a repair service may be available in attempt to make part eligible for service. This repair service, if available, will be charged at the Avaya then-current pricing. The customer acknowledges that any applicable fees associated with any hardware/software upgrades/improvements or changes required to implement any advice or resolutions provided by Avaya or to install or use a software fix, update, release or any part thereof are in addition to the fees for Technical Support or any applicable contracted price. On-site diagnostic support If Avaya is required to perform on-site diagnostics and/or remedial maintenance services, the customer will reimburse Avaya for all labor at Avaya then-current published time-andmaterial rates. Travel and daily expenses will be billed at actual costs incurred by Avaya. This service does not include coverage for (i) consumable items and supplies that are "used up" during normal product operation (such as printer ribbons, light bulbs, fuses and filters, etc.); (ii) Original Equipment Manufacturer (OEM) products/vendor equipment and customer's third-party equipment not furnished by Avaya; (iii) cable plant; (iv) miscellaneous network hardware furnished by Avaya (such as monitors, printers, modems, etc.); (v) power equipment (such as fuse panel, batteries, miscellaneous hardware, racks, cabling, etc.); (vi) major system assemblies (such as frames, bays, shelves and line drawers, etc.); and (vii) equipment not purchased from a Avaya authorized agent. Service availability is subject to geographical limitations, as advised by Avaya upon request. Avaya will have no obligation to meet the response times outlined in the Appendix if the customer s site is outside of the geographical zone of service availability. If the customer purchases this service for locations outside Avaya advised geographical limitations, Avaya will be required only to use commercially reasonable efforts to replace FRUs as soon as practical after receipt of a request from the customer. Services such as upgrades to hardware are excluded from the scope of this SDD and should be ordered separately. Certain new value-add features available with major software releases may carry an additional Right-to-Use license fee and are not included as part of this service offering. Labor charges for reinstalling the customer s system software (operational or application) or end-user configuration software, other than what is provided in the customer's backup copy, are not included within the scope of this service. This is a separately charged and scheduled activity. Any new, additional, value-add or custom feature functionality, capabilities or capacity beyond the scope of the original license grant, including upgrades to Avaya Inc. Proprietary 13

17 optional features or functionality that the license holder did not previously license and/or which Avaya licenses as separate products. 5.2 Timelines The following timelines govern the delivery of Avaya Express Technology Support Base Next Business Day (NBD) Pack: The Avaya Service Center is accessible 24 hours a day, 365 days a year for the purpose of reporting problems, asking product-related questions and to receive assistance. Standard Business Hours are Monday through Friday (or any other local period of five (5) consecutive working days according to local custom) between the hours of 8:00 a.m. and 5:00 p.m. in the time zone where the Supported Products are located, excluding Avaya observed holidays (a list is available upon request). The principal period of maintenance for the courier delivery of replacement hardware FRUs under this SDD is during Standard Business Hours, five days a week, excluding holidays. The Next Business Day response time interval starts upon completion of a valid RMA and assignment of the RMA number. 6 Appendix Avaya Express Technology Support Base Next Business Day (NBD) Pack For complete details of all applicable Avaya policies referenced in this service description, please visit: An Avaya SSO (Single Sign On) Login may be required to view these polices and other important service information available at: Order Code GF6300xxx 6.2 North America Next Business Day Parts Replacement Parts replacement requests that are diagnosed before 15:00 customer local time will be scheduled for the next business day. Requests that are diagnosed after 15:00 customer local time or if the customer site is located more than 250 miles (400 kilometers) from an authorized parts depot of Avaya or any of its authorized representatives, will be scheduled for the second business day following the request. Avaya Inc. Proprietary 14

18 6.2.4 Assumptions If Avaya is unable to complete its diagnosis remotely, Avaya may, at its sole discretion, dispatch a service technician to facilitate diagnosis. There shall be no additional charge to the customer for such dispatch unless (i) Avaya dispatched the technician at the request of the customer to verify or confirm a diagnosis by Avaya that the reported problem is caused by third-party equipment; or (ii) the customer is not able to provide sufficient information for diagnosis of the problem. If Avaya diagnoses that the reported problem is caused by reasons not attributable to Avaya, then Avaya will invoice the customer the then-current Avaya time-andmaterial fees plus associated travel and living expenses. 6.3 Europe, Middle East and Africa (EMEA) Next Business Day Parts Replacement Parts replacement requests that are diagnosed before 16:00 customer local time will be scheduled for the next business day. Requests that are diagnosed after 16:00 customer local time or if the customer site is located more than 250 miles (400 kilometers) from an authorized parts depot of Avaya or any of its authorized representatives, will be scheduled for the second business day following the request Assumptions If Avaya is unable to complete its diagnosis remotely, Avaya may, at its sole discretion, dispatch a field technician to facilitate diagnosis. There will be no additional charge to the customer for such dispatch unless (i) Avaya dispatched the technician at the request of customer to verify or confirm a diagnosis by Avaya that the reported problem is caused by third-party equipment; or (ii) the customer was not able to provide sufficient information for diagnosis of the problem. If Avaya diagnoses that the reported problem is caused by reasons not attributable to Avaya, then Avaya will invoice the customer the then-current Avaya time-andmaterial fees plus associated travel and living expenses. 6.4 Caribbean and Latin America (CALA) Next Business Day Parts Replacement Parts replacement requests that are diagnosed before 15:00 customer local time will be scheduled for the next business day. Requests that are diagnosed after 15:00 customer local time or if the customer site is located more than 100 miles (160 kilometers) from an authorized parts depot of Avaya or any of its authorized representatives, will be scheduled for the second business day following the request. Note: for CALA region counties other than Brazil, Mexico, Columbia & Puerto Rico, Next Business Day Parts Replacement is delivered thought international shipment that requires customs clearance procedures that may (i) delay scheduled delivery; Avaya Inc. Proprietary 15

19 and (ii) may require additional customs expense that must be assumed by customer Assumptions If Avaya is unable to complete its diagnosis remotely, Avaya may, at customer request, dispatch a field technician to facilitate diagnosis. On-site support fees should be prepaid and are charged at the then-current Avaya time-and-material fees plus associated travel and living expenses. 6.5 Asia Next Business Day Parts Replacement Parts replacement requests that are diagnosed before 16:00 customer local time will be scheduled for the next business day. Requests that are diagnosed after 16:00 customer local time or if the customer site is located more than 100 miles (160 kilometers) from an authorized parts depot of Avaya or any of its authorized representatives, will be scheduled for the second business day following the request Assumptions If Avaya is unable to complete its diagnosis remotely, Avaya may, at its sole discretion, dispatch a field technician to facilitate diagnosis. There will be no additional charge to customer for such dispatch unless (i) Avaya dispatched the technician at the request of the customer to verify or confirm a diagnosis by Avaya that the reported problem is caused by third-party equipment; or (ii) the customer is not able to provide sufficient information for diagnosis of the problem. If Avaya diagnoses that the reported problem is caused by reasons not attributable to Avaya, then Avaya will invoice the customer the then-current Avaya time-andmaterial fees plus associated travel and living expenses. Avaya Inc. Proprietary 16

20 <END OF DOCUMENT> 2010 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions. All trademarks identified by, TM or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc All other trademarks are the property of their respective owners. About Avaya Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit Avaya Inc. Proprietary 17