Partner Support Services EMEA The Simplified Offer

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Simplified Partner Support Services Agenda Global Services Delivery Organization Partner Support Services Offers – Overview – Offer, Entitlements, Skills – Link to Product Authorization – Offer Matrices By Entitlements – Entitlements in Detail – Pricing – Quoting & Ordering Avaya Services Web Registration Tool Frequently Asked Questions © 2005 Avaya Inc. All rights reserved. 3

Global Delivery Support Centers 2000+ services professionals, 28 combined network operations and technical support centers via EXPERT Systems. SM watching over customers and supporting partners with round-the-clock support Belgium Netherlands Canada UK Redmond France Denver Chelmsford Milpitas Coppell Spain Austria Japan Italy China Hong Kong Avaya Currently Supports: : Mexico Columbia Brazil Argentina © 2005 Avaya Inc. All rights reserved. Switzerland Hungary India St. Pete Americas Germany Russia 20+M Avaya ports 380, 000 multi-vendor PBX ports Singapore 3, 000 voice mailboxes for service providers 690, 000 voice mailboxes for enterprises 97, 000 multi-vendor voice mailboxes 140, 000 multi-vendor routers, switches and servers Europe 4 Asia Australia

Global Service Delivery Organization Partner Access SD Access • Phone • E-Mail • Web Status EXPERT Enterprise SYSTEMS Services Diagnostic Platform Tools Status Service Desk Backbone NEW Engineering Call Answer! (T 3 Engineers Only) Forward To Service Desk Continuous Updates Command Center Monitoring SLA’s © 2005 Avaya Inc. All rights reserved. 5

General Overview Partner Support Services are a set of maintenance offers available to Avaya Business. Partners, which complement the Business. Partner skill-set where required, enabling service delivery to full customer expectations. Available to Avaya Business. Partners Authorized to sell Avaya Solutions Optimized for BP related service requirements, providing choice through the availability of different levels of service & value add service options Remote support options available for Regional purchase Delivery through the Avaya Global Services Delivery organisation Important: End User Maintenance Software Permissions (MSP’s) and Software Maintenance Patches inclusive with all Contracts © 2005 Avaya Inc. All rights reserved. 6

Offer, Entitlements, Skills* Offer Name PSS Backbone PSS Service Desk PSS Onsite PSS SIMPLE Apps PSS COMPLEX Apps Offer Entitlements Skill Sets Core: 24 x 7 Remote Tier 3 Support For HIGHLY skilled partners Choice: Remote Alarm Monitoring (RAM) & Now with improved Advanced Parts Replacements (APR 8 x 5) Replacement Core: 24 x 7 Remote Tier 2 / 3 support, For SKILLED partners Expert Systems & Engineer Support (RAM+) Now with improved Advanced Parts Choice: APR Replacement Core: 24 x 7 Remote Tier 2 / Tier 3 & Full Coverage Maintenance Support Choice: Onsite SLA’s 8 x 5 or 24 x 7 For the OUTSOURCING type Core: Remote Support Only Choice: Tier 3 support or Tier 2 / 3 support & SLA’s 8 x 5 or 24 x 7 Core: Remote Support Only Choice: Tier 3 support or Tier 2 / 3 support & SLA’s 8 x 5 or 24 x 7 For when you want everything, leaving the Partner focusing on the customer For SIMPLE applications Like Modular Messaging For COMPLEX applications Like Avaya Interaction Centre * Avaya Business. Partners are required to be Authorised to sell Avaya Solutions to access PSS © 2005 Avaya Inc. All rights reserved. 7

Link to Product Authorisation Product Authorization Requirements – As defined in the BP Program where authorization is available https: //enterpriseportal. avaya. com/ptl. Web/bp/ – Sales Training for specific product completed – Design Training for specific product completed – Implement/Maintain Training for specific product completed – Self-Service Assessment Completed The first step to become an Avaya Business. Partner is to become Product Authorised. This includes the basic requirements for sales & technical training, as well as defined service capabilities. This ensures that Business. Partners have the right level of expertise and infrastructure which, together with Avaya PSS, provide the high quality support end customers expect. Example: IP Simplex – Sales/Design/Implement & Maintain Trainings covered – Self-Service Assessment completed Sell Design IP Simplex Implement/Maintain © 2005 Avaya Inc. All rights reserved. + Self Assessment 8

Link to Product Authorisation PRODUCT AUTHORISATION IS REQUIRED The following offers will only be available if you meet the full (Sell, Design, Implement/Maintain) Product Authorization Criteria Offer Name Offer entitlements PA Required PSS Core: 24 x 7 Remote Tier 3 Support For HIGHLY skilled partners Backbone Choice: Remote Alarm Monitoring (RAM) & Now with improved Advanced Parts Replacements (APR) Replacement Core: Remote Support Only Choice: Tier 3 support & SLA’s 8 x 5 or 24 x 7 For SIMPLE applications PSS Backbone SIMPLE Apps PSS Backbone COMPLEX Apps Core: Remote Support Only Choice: Tier 3 support & SLA’s 8 x 5 or 24 x 7 Like Modular Messaging For COMPLEX applications Like Avaya Interaction Centre For more details on Product Authorisation go to https: //enterpriseportal. avaya. com/ptl. Web/bp/ under ‘Training and Certification’ © 2005 Avaya Inc. All rights reserved. 9

Service Options Matrix By entitlement CORE OFFERS – Hardware Base Solutions Offers PSS Backbone* PSS Service Desk PSS Onsite Tier 3 Tier 2 RAM + APR Optional Onsite 8 x 5 (& Tier 4) Onsite 24 x 7 √ Optional √ √ √ APPLICATION OFFERS Tier 3 (& Tier 4) Tier 2 8 x 5 24 x 7 PSS Simple Apps Backbone* √ Optional PSS Simple Apps Service Desk √ √ PSS Complex Apps √ Optional √ √ Offer Backbone* PSS Complex Apps Service Desk Apps PDS Software, UM, IM & Complex Messaging √ Optional PDS Software, UM, IM & Complex Messaging IR Software, AIC, OA, Witness, CCE & AES √ Optional IR Software, AIC, OA, Witness, CCE & AES * Available only to fully Product Authorized Business. Partners © 2005 Avaya Inc. All rights reserved. 10

Entitlements* Backbone (Tier 3) Entitlement 24 x 7 Remote Backbone Support (Tier 3 technical support ) for proven product issues and complex problem resolution on registered Avaya products Escalation to Tier 4 (Avaya Labs) if necessary Priority 24 x 7 response to major failures (1 hour) and minor failures (next business day) Case management and tracking of all escalated troubles to resolution, 24 hour access to Avaya’s Web ticketing system Provision of and access to Software maintenance patches & Maintenance Software Permissions New - Engineering Call Receipt! Service Desk (Tier 2) Entitlement 24 x 7 Multi Language BP Support for registered sites including Remote Tier 2 diagnostics 24 x 7 Access to the Backbone Organization via the Service Desk (Tier 2) Organization Access to all other service options as defined in the Backbone (Tier 3) entitlement New - Engineering Call Receipt! Provision of and access to Software maintenance patches & Maintenance Software Permissions * To determine which entitlements and/or options are included in each PSS offer please refer to the offer matrices © 2005 Avaya Inc. All rights reserved. 11

Entitlements Remote Alarm Monitoring (RAM) Entitlement 24 x 7 automated monitoring and management of alarms for all products covered Alarms will register with a trouble ticket and routed directly to Avaya EXPERT System for Remote diagnostics and troubleshooting Monthly report on automatically closed tickets Direct Notification via E-mail to BP of proposed resolution and recommendation for further trouble shooting if required Key Benefits: 1. Provides Product Alarm monitoring and automatic trouble resolution where possible for sites 24 x 7 xless than 15 Minutes 2. Automatic direct escalation to BP for un-resolved issues 3. Reduces operating cost 4. All major alarms are automatically reported 5. Over 50% of the alarms are cleared automatically by Avaya EXPERT Systems, without human intervention 6. Can reduce probability of major system outages 7. Increases customer satisfaction © 2005 Avaya Inc. All rights reserved. 12

Entitlements Remote Alarm Monitoring + (RAM+) Entitlement All the benefits of Expert Systems + Notification to Avaya Global GSD Team 24 x 7 directly who will be commence work immediately on the problem and send e-mail to BP with additional recommendation if required Advanced Parts Replacement Entitlement* 8 x 5 Advance Parts Replacement (APR) Service Provides same day dispatch of Avaya Spare Parts (Subject to Availability, & notification prior to 3 pm) Negates need for RMA Costs and Repair Requests for registered Equipment Reduces Inventory Costs for multiple stock holdings 24 x 7 APR will be available later this year APR now available at the best service option at the same price! 24 x 7 APR will be available later this year! * Certain country restrictions apply © 2005 Avaya Inc. All rights reserved. 13

Entitlements Onsite Entitlement* 2 Coverage Levels Available – Business Day (Mon-Fri 9 -5) – 24 x 7 Provision of an Onsite Support Engineer within 4 hours from time decision is made that onsite support is required Engineer to perform actions necessary to resolve issue including replacement of defective parts Check country availability Remote Basic Product Support During Implementation Entitlement 30 day 8 x 5 support during implementation on product defects available on all * Certain country restrictions apply © 2005 Avaya Inc. All rights reserved. 14

Entitlements SIMPLE Applications Entitlements COMPLEX Applications Entitlements Provides Support for Out of the Box Functionality of Avaya Applications. (Support of customized Applications requires separate chargeable agreement) Choose from: – Remote Tier 2 & 3 Avaya Business Partner Support – Remote Tier 3 only Avaya Business Partner Product Support Includes maintenance software updates and patches Business Hours or 24 x 7 Support Options Provides Support for Applications such as PDS Software, UM, IM and Complex Messaging © 2005 Avaya Inc. All rights reserved. ALL SIMPLE Apps entitlements for a different set of applications + Includes maintenance Updates & Upgrades (Conditions Apply) Business Hours or 24 x 7 Support Options Access to Web Based Support Tools Provides Support for Applications such as IR Software, AIC, OA, Witness, CCE & AES 15

Generic Pricing (Registered Product GPL – BP % Services Discount ) x Required Service % rate = Service Cost Some Legacy Products (Per Port / Platform Service Rate x Qty) minus BP % Services Discount = Service Cost Note: minimum prices apply © 2005 Avaya Inc. All rights reserved. 16

Pricing In Detail CORE OFFERS – Hardware Base Solutions Offer Pricing Tier 3 (basic offer) (& Tier 4) PSS Backbone* 2% √ PSS Service Desk 6% √ √ +3% 13% √ √ √ PSS Onsite Tier 2 RAM + Onsite 8 x 5 +1% APR 24 x 7 √ +7% +3% APPLICATION OFFERS Pricing Tier 3 (& Tier 4) Tier 2 (Basic offer) 8 x 5 24 x 7 PSS Simple Apps Backbone* 6% √ +2. 5% PSS Simple Apps Service Desk 15% √ √ PSS Complex Apps 18% √ +6% 26% √ √ Offer Backbone* PSS Complex Apps Service Desk * Available only to fully Product Authorized Business. Partners © 2005 Avaya Inc. All rights reserved. 17 Apps PDS Software, UM, IM & Complex Messaging √ +6% PDS Software, UM, IM & Complex Messaging IR Software, AIC, OA, Witness, CCE & AES √ +9% IR Software, AIC, OA, Witness, CCE & AES

Quoting & Ordering Pricing will continue to be structured: % x (GPL - Services discount) The web tool will need to be utilised to create quotations The Web Registration Tool Is to be utilized to manage quotes/pricing and orders: https: //servicesregistration. avaya. com/login. asp © 2005 Avaya Inc. All rights reserved. 18