Support Advantage Overview August 10 2011

Support Advantage – Overview August 10, 2011

Support Advantage Features Overview All Support Advantage Offers: 4 Global offer with consistent policies 4 Simplified per license/server/gateway pricing Upgrade Advantage Advanced Services Options 4 Expanded and flexible software upgrade 4 4 subscription, Upgrade Advantage, available with Essential or Preferred Build support coverage with additional Onsite and Terminal Replacement options with either Essential or Preferred Support has all Essential entitlements plus includes monitoring and quicker response Required minimum level of support: Essential Support and Parts Next Business Day 6 month transitional period for parts* Onsite Parts Preferred Requires Parts Recommended Package Essential Requires Parts * Does not apply to CALA and APAC Minimum required attach Avaya – Confidential & Proprietary 2

Eligible Avaya Enterprise Products Support Advantage GA New Enterprise Products All Software Support Eligible Products (examples): 4 Communication Manager 5. 0 + 4 Modular Messaging 3. 1+ 4 Call Center 5. 0+ 4 Other Solutions covered under Software Support New Product Releases 4 Check for applicable products at: http: //support. avaya. com/support_advantage Avaya – Confidential & Proprietary 3 3 3

Enhancing Customer Value through Support Advantage Flexibility & Simplicity 4 Globally consistent remote hardware and software support included in all support offers 4 Simple pricing and invoicing 4 24 x 7 access to web resources and remote technical support 4 Menu of service offers aligned with customer needs 4 Experience award-winning services and support - recognized by 13 separate industry awards 4 Co-termination of contracts at system level 4 Synchronized billing for multi-year coverage* Immediacy With Preferred Support: 4 Up to 85% faster response times via web ticketing 4 Proactive alert of alarms related to PSTN facilities 4 Monitoring and proactive issue resolution with EXPERT Systems. SM 4 High-speed secure connectivity with centralized management 4 99% resolution of system generated alarms without dispatch 420% average faster resolution *Synchronized billing will be available post GA (August 1, 2011), at a date to be determined, Avaya – Confidential & Proprietary 4

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Recommended Combination of Support Advantage Services: For Optimal Solution Performance and Stronger ROI Preferred Support 4 For just slightly more per user license when compared to Essential Support, Preferred Support provides a comprehensive yet flexible support package, including: Recommended Combination of Services 4 24 x 7 hardware and software support 4 monitoring and proactive issue resolution 4 15 min accelerated response interval on majors via web ticketing 4 off-board alarm notifications Onsite 4 Highly-trained certified technicians dispatched to customer’s site. Advanced Services 4 Robust selection of enhanced service offers, including Software Release Maintenance, Enhanced Monitoring, Remote Back-up Administration and more. 85% of U. S. customers buy equivalent of Preferred + Onsite Upgrade Advantage 4 Access to major software upgrades on subscription basis. 85% Avaya – Confidential & Proprietary Faster response times than previous support offers 74% Reduced risk of experiencing a major system outage 8

Four Steps to Customizing Support Advantage Coverage 4 Choose Upgrade Advantage 3 Choose from Advanced Services: Software Release Maintenance Terminal Replacement Product Correction Support Client Service Manager Enhanced Monitoring Single Point of Contact Agency Carrier Remote Back-Up Admin Upgrade Advantage Advanced Services Options Onsite Parts 2 1 Select Parts or Onsite Support: A. B. C. D. E. Parts NBD* Parts 8 x 5 x 4 Parts 24 x 7 x 4 Onsite 8 x 5 (includes Parts Coverage) Onsite 24 x 7 (includes Parts Coverage) Select Core Support Coverage: A. Preferred B. Essential Preferred Requires Parts Essential Requires Parts *6 -month transition period for minimum parts requirement of NBD for US, Canada and EMEA following GA. Parts NBD is already required by policy in APAC and Avaya – Confidential & Proprietary CALA. Replacement of any covered part that Avaya determines to be inoperative will be shipped for next day delivery, where available. 9 9

Avaya Products Not Migrating Support Advantage GA Products Not Migrating Pre-SSI releases (examples): 4 4 4 DEFINITY Communication Manager R 1– 4 INTUITY Audix Call Center R 1 -4 CMS R 1 -16. 2 Other Enterprise Products (examples): 4 CS 1 K 4 Call Pilot 4 Contact Center 4 Data Products SME Solutions: 4 IP Office 4 Partner ACS Renew existing maintenance until customer upgrades to an Avaya Support Advantage eligible product Continue with existing maintenance (i. e. PASS), or take advantage of new offers (i. e. Full Service Delivery) Support by partner through the SME Technical Support OEM Products: 4 4 4 UPS Nuance Witness Polycom Juniper Avaya – Confidential & Proprietary Use or renew existing maintenance offer 10 10 10

Transitioning to Support Advantage New System Sales & Upgrades Sales Scenario New System Sale (Except for Master Agreements with SSI) Utility Contracts (North America) Traditional PSS contracts (Global) Customers with Software Support and accompanying hardware maintenance Customers with Software Support + Upgrades Support and accompanying hardware maintenance Avaya – Confidential & Proprietary Available Options Purchase Support Advantage Recast to Support Advantage OR Continue with existing contract until expiration. At expiration coverage recasts to Support Advantage Recast to Support Advantage, including cancellation of hardware maintenance contract Customer takes advantage of the +U to get their entitled upgrade. Existing hardware maintenance remains in place. 11 11

Transitioning to Support Advantage Renewals Sales Scenario Available Options Continue with existing contract Customer stays on non-SA eligible product Customers with Software Support and accompanying hardware maintenance Utility (North America) or PSS (Global) Maintenance Contract Recast to Support Advantage, including cancellation of hardware maintenance contract OR Continue to renew existing Software Support and hardware maintenance contract until a product upgrade occurs. Customers with Software Support + Upgrades and accompanying hardware maintenance AND a product upgrade occurred Recast to Support Advantage, including cancellation of hardware maintenance contract Customers with Software Support + Upgrades and accompanying hardware maintenance AND a product upgrade did NOT occur Recast to Support Advantage, including cancellation of hardware maintenance contract OR Continue to renew existing Software Support + Upgrades and hardware maintenance contract until a product upgrade occurs 12 Avaya – Confidential & Proprietary 12

Support Advantage Product Eligibility for SA & How Quote Tools Affect It 4 There are two determinants for SA eligibility: 1. Product must be designated as SA-eligible 2. The quote tool used must support SA Both must be true to get an SA quote Sample Scenarios Product Tool Used Offer Produced Rationale Session Manager with CS 1 K V 7. 5 EC PASS / Express CS 1 K must be quoted in EC. EC will not quote SA, which drives Session Manager offer produced Session Manager with Aura R 6 ASD/MSQT/MPT SA Session Manager is now SA. It is an SA-eligible product and the quote tool used supports SA AACC EC PASS / Express AACC is SA-eligible but EC does not support SA AACC ASD/MSQT/MPT SA AACC is SA-eligible and quote tool used supports SA Data EC PASS / Express Data is not eligible for SA Data ASD/MSQT/MPT Component-based Data is not eligible for SA Avaya – Confidential & Proprietary 13

Billing for SA SA bills Just like SS & SSU bills today on ‘Day 1’. This billing will apply to all SA offers including Parts and Onsite. Ø If the Supported Products are purchased through an Avaya authorized Partner, support will commence on the first day of the second month following Supported Products Order Closure. Ø Support for additional licenses (after initial commencement of support) will commence on the first day of the month following Order Closure for those additional licenses. Ø If Avaya sells and installs the Supported Products, support will commence on the date Avaya notifies the Customer that the Supported Products are installed according to specifications. Ø If Avaya sells the Supported Products directly, but does not install the Support Products, support will commence on the earlier of the date when software (i) features are enabled, (ii) is downloaded to the target processor or (iii) physically delivered to the Customer premises. Avaya – Confidential & Proprietary 14

Parts 8 x 5 x 4 and Parts 7 x 24 x 4 Parts 4 hour response offers: Ø Available in selected geographies in countries where Parts coverage is available Ø Quote tools DO NOT control 4 Hour coverage selection availability in countries where Parts are available Ø 4 hour coverage eligibility is determined based on driving distance from Avaya stocking location to customer site as follows and stated in the SAS: Ø Within 100 miles for the U. S. , 150 kilometers for all countries within EMEA and 75 kilometers for all other countries Ø 4 hour coverage eligibility must be determined before quoting the offer. Otherwise, customers may contract for support that cannot be delivered Ø In order to determine support eligibility: Ø Go to the Support Advantage page of Avaya Support located at http: //support. avaya. com/support_advantage). Ø Click on the link Avaya Stocking Locations for Parts Ø Will be updated with stocking location addresses prior to SA GA Ø Use Google Maps or similar to determine driving distance For Avaya’s FY 12, we are looking into having an interactive tool that a partner/customer could use to determine eligibility. This is not available for SA GA and timing is TBD. Avaya – Confidential & Proprietary 15