The Importance of Keeping Accurate Avaya Support Records

One of the most common stumbling blocks I encounter when working with customers is around their Avaya records. These records show Avaya Support not only which Avaya products the customer’s purchased and the level of support the customer is entitled to, they’re also critical for enabling remote connectivity and alarm monitoring.

If you haven’t already read my blogs on the value of Avaya remote connectivity (42% faster time to resolution) and the value of EXPERT Systems alarm monitoring (73% more likely to avoid an outage) then check those out here and here.

Nobody wants to find out that a customer’s entitlements are mismatched in the middle of an outage and thus not only did Avaya not receive an alarm on the problem, but our engineers can’t quickly resolve the matter using remote connectivity.

Instead, customers should periodically work with their account teams (Avaya or a certified Business Partner) to ensure their records are correct. To assist with this, I’ve partnered with our Business Lead for Avaya’s Global Registration Tool, Adam Chovan, to share some common questions and answers below:

Q: What do we mean by “accurate records?”

An account with accurate records is one in which all the customer’s hardware and software assets are listed with the correct quantities in Avaya’s database. Additionally, any products on Avaya’s SAP install base that are eligible for remote connectivity and/or alarming should be indicated as such in the database, and the devices themselves have a “healthy” connection to Avaya.

Q: What do we mean a “healthy” connection?

We consider devices to have healthy remote connectivity when Avaya has been able to remotely connect to the device within the last 90 days and/or the application is properly configured for remote connectivity via a SAL Gateway and that SAL Gateway is healthy. To confirm which devices in your solution are healthy and what steps need to be taken to get non-healthy devices in a good state, please refer to this how-to video:

Q: Why is it important to keep those records updated?

Keeping records updated saves a lot of time and effort. Having accurate install base records ensures that maintenance renewal quotes accurately reflect the customer’s environment, and thus do not need to be updated. Devices with a healthy remote connection are significantly easier to troubleshoot, saving time in case of an outage and allowing for proactive alarming.

Q: Which Avaya tool(s) do we use to view and update the customer’s records?

The Global Registration Tool (GRT) is used to manage hardware and equipment records, as well as those for virtual machines. The Product License and Delivery System (PLDS) is used to manage customers’ licenses, support entitlements, and allows the download of Avaya software.

Q: What sorts of changes can be made in GRT?

GRT users can add, remove, or move eligible material codes to and from any Avaya Sold To they have access to. GRT is also used to create Solution Element ID’s (SEID’s) and Codes (SE Codes) for the purpose of remote connectivity and alarming. Users can also test remote connectivity and alarming via any standard method (e.g. SAL, modem, etc.) to physical and virtual machines.

Q: Who has access to GRT, and who is responsible for updating the customer’s records?

Business Partners with a valid SSO have access to GRT and their permission to update a Sold To is determined by the end customer. Business Partners request permissions for specific Sold To’s using the Customer Authorization Tool – for more information visit

End Customers with a valid SSO have access to GRT and permission to update any Sold To which their SSO is associated with.

In general, whoever owns the end customer support contracts – the Business Partner or Avaya – is responsible for updating the customer’s records in GRT. In practice, very few end customers perform the functions in GRT. However, if a customer moves applications around in their network, neither Avaya nor the Business Partner will know, unless the customer notifies them. Thus, regular alignment on moves, adds and changes is an important part of keeping records accurate.

Q: Is there any training available? Either documented or live training?

Of course! All of the updated documentation, videos, and training related to GRT are kept at We also hold monthly live training sessions, more info can be found here:

And if you have any other questions, you can find help here:

Contact or follow me on Twitter: @CarlKnerr.