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

24 May 2011
  • 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. – 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 24x7 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 24x7 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 average1, 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.
"In today's 24/7 world, companies require a support solution that can proactively monitor communications networks around the clock and quickly resolve any communications disruptions. Avaya Support Advantage provides a new level of flexibility, a broad range of support options and global consistency – all important elements to help ensure our customers are covered with the right level of support to protect their communications investments."
--Mohamad Ali, senior vice president and president, Avaya Global Services
"Avaya Support Advantage delivers a range of new benefits for both customers and business partners. The simplified model eliminates any confusion among customers and Avaya's technology partners and the model's consistent global pricing methodology increases customer confidence. Avaya's new support program should increase client renewal rates significantly."
--Vel R. Johnson, vice president, operations & service, SPS and an Avaya business partner 
"Customers are seeking new and enhanced ways to drive operational efficiencies. Avaya has changed their support model to provide that added value. The offering is comprehensive, yet easy to understand in terms of the cost and benefit. Support Advantage, Avaya's new offering, will provide customers across global markets with consistent and simplified service, regardless of geography."
--Rob Brothers, program director, Software and Hardware Support and Deployment Services, IDC
Avaya Support Advantage will be available August 1, 2011. For more information on Avaya Support Advantage, please visit here.
Tags:  Avaya Global Services, unified communications, contact center, Avaya, networking, customer service, maintenance, remote support, technical support
About Avaya
Avaya is a global leader in business communications and collaboration, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
1Based on internal Avaya calculations

Jonathan Varman, Media Relations


(908) 953-6432