Avaya Introduces New Communications Support Model to Drive Greater Flexibility, Faster Response Times

· New support model provides globally consistent and streamlined support options aligned with today’s advanced communications needs
· Customers to experience accelerated responses and simple, flexible packages

Basking Ridge, N.J. (May 24, 2011) – Avaya, a global leader in enterprise collaboration systems, software and services, today introduced a new support model that offers simple, flexible options and faster response times for Avaya solutions. Avaya Support Advantage is a comprehensive maintenance model comprised of 24×7 remote software and hardware support, with additional modular options that can be added to suit a customer’s needs.

The new support framework will be consistent globally for all new Avaya system solutions. It provides around-the-clock maintenance support coverage for both software and hardware, and enables effective troubleshooting of communications as well as streamlined pricing and invoicing.

The new Avaya Support Advantage model features two packages:
· Essential Support is the basic level of support for customers requiring solution level remote technical support as well as software updates and patches. It offers 24×7 remote technical support and sets specific response time parameters to address issues, depending on problem severity. Included are access to Avaya’s Web-based customer support tools, remote technical support of hardware and software, and coverage to ensure required parts are delivered on the next business day.
· Preferred Support encompasses the Essential package plus remote monitoring that alerts Avaya within 90 seconds of receiving an alarm. It can drive up to 20% faster resolution times, on average, due to increased visibility through around-the-clock monitoring. The Avaya EXPERT SystemsSM monitoring remotely clears virtually all system-generated alarms. With this package, Avaya aims for response times of 15 minutes or less for major incidents.

Avaya Support Advantage also includes simplified add-on options that enable Avaya’s maintenance partners and customers to select services in various combinations. These include:
· Upgrade Advantage for subscription access to the latest major software upgrades.
· Onsite support for critical parts replacement at the customer’s location.
· Terminal replacement for next-day deliveries to replace defective terminals.
· Software release management and back-up and restore services.