Support Advantage

24x7 Proactive Alarm Monitoring, Diagnostics, and Resolution


The Value of Avaya Global Support Services and Support Advantage [PDF]

27 Apr 2016
The cost of communications downtime emphasizes the need for quality technical support. Avaya responds with support services that monitor constantly, resolve quickly and optimize continually. With Avaya Global Support Services, you have direct access to high quality, timely product information, sophisticated support tools and processes, and knowledgeable and experienced technical experts—all brought together for you in innovative ways.

Avaya Global Support Services 2015 Client Satisfaction Report [PDF]

01 Feb 2016
After four consecutive years of improvement in client satisfaction, Avaya Global Support Services achieved an all-time high average satisfaction score between very good and excellent in 2015. Our biggest initiative in recent years has been a program to transform and modernize our support services. This transformation has provided you with faster access to support-related information and services, expanded choices for interacting with us, and automatic prevention and resolution of issues without human engagement. In addition to refining many tools and processes this past year, we also launched the Avaya Support mobile app and revamped Web parts ordering. Based on the client satisfaction survey results, the efforts behind the transformation process are bearing fruit. In this report, we share those results with you.

Avaya Product Correction Support [PDF]

24 Nov 2014
Take control of critical system updates in-house or turn to Avaya for expert installation and support. Avaya Product Correction Support helps you determine when to backup your system, install an update, reboot the system – or decide whether or not to do it yourself. With this flexible offer you can manage system updates yourself or tap Avaya technical experts for assistance with more complex patches or firmware upgrades.

Avaya Single Point of Contact [PDF]

24 Nov 2014
Access a designated Avaya support team that knows your network – and understands your business. Avaya Single Point of Contact provides a direct link to support specialists. Available to clients in United States with Avaya Support Advantage Preferred, this service covers warranted Avaya switches, terminals and adjuncts, including contact center, voice response and messaging systems.

Avaya Dedicated Technician Service [PDF]

24 Nov 2014
 Avaya Dedicated Technician Service provides a certified expert who is trained and managed by Avaya but reports directly to you and works at your location to maintain your vital communications solutions — whether it’s unified communications, contact centers or data networking solutions.

Client Service Manager [PDF]

24 Nov 2014
Avaya Client Service Manager provides comprehensive service management delivering reliable support and peace of mind with an Avaya advocate serving as an extension of your team.

Avaya Web Based Support [PDF]

08 Apr 2014
The Avaya Support Website gives you the flexibility to choose your path to resolution and the tools to solve issues quickly. It uses real-time, multichannel Web communications technology to make your support experience faster and easier.

Avaya Move, Add & Change (MAC) Services [PDF]

23 Jan 2013
Avaya MAC Services are available to you whenever short term support or a finite skill set is needed to resolve a specific situation in your communications environment. Whether you need support for a negotiated period of time on a predetermined schedule, on demand, or based on a contracted term, Avaya has the tools and expertise to meet your needs. MAC Services are comprised of move, add, change, and delete activity for software, hardware, or a network component and are available to both Small and Medium Enterprise (SME) and Enterprise Communications Group (ECG) customers.

Fact Sheets

Secure Access Link - Fact Sheet [PDF]

16 Sep 2016
Secure Access Link (SAL) provides the best combination of functionality, increased security, and ease of service, bringing fast resolution time, control, cost reduction and extensive value-adds to your remote connectivity.

Support Services - Separating Fact from Fiction [PDF]

27 Apr 2016
At Avaya, we take pride in delivering world class customer service. Our support services capabilities have been recognized by some of the most prestigious organizations and professionals in the business, some of which is based on actual customer satisfaction ratings. This document helps to separate fact from fiction on Avaya Support Services.

Support Advantage [PDF]

26 Apr 2016
Support Advantage is a flexible model for software and hardware support, delivering 24x7, global support services to businesses with Avaya communications environments. With Support Advantage, you get industry-recognized Avaya services in the fastest response times we’ve ever offered. And there’s a Support Advantage package that’s right for you, whether you take a hands-on approach to managing your environment, or choose to rely on Avaya or one of our Avaya channel partners.

Avaya Diagnostic Server [PDF]

13 Apr 2015
Remote, fast and simple issue resolution is possible thanks to Avaya Diagnostic Server with SLA Mon™ technology. As the evolution of Avaya’s trusted Secure Access Link (SAL) Gateway, Avaya Diagnostic Server goes beyond remote access and alarming to provide your organization with sophisticated remote IP Phone diagnostics and unprecedented network visibility. Using patented technologies with smart agents embedded in Avaya solutions, Avaya Diagnostic Server provides historical network analysis to empower you to proactively solve network issues faster than ever before, which can lead to fewer escalations, and finger pointing within your IT department. Included in the Avaya Support Advantage Preferred option, Avaya Diagnostic Server enables you to work in parallel with Avaya support via customer controlled tools providing remote access, advanced endpoint diagnostics and network monitoring at no additional licensing cost.

Local Advantage [PDF]

13 Apr 2015
Avaya designated support team with English speaking, US citizens that own your service request from beginning to end.


4 Reasons to choose Avaya Support [PDF]

02 May 2016
Learn how Avaya Support can help you focus on your strategic objectives.

Avaya Services: Award-winning, Industry-recognized services [PDF]

29 Apr 2016
Overview of awards and industry recognition that Avaya Services has received.


Avaya EXPERT Systems Overview [2:49]

06 Apr 2016
Avaya EXPERT Systems is an advanced automated diagnostic tool that proactively prevents communications problems.

Avaya SLA Mon Server Overview [2:11]

06 Apr 2016
A patented diagnostic tool, the Avaya SLA Mon Server provides historical network performance data and analysis that enables root cause determination of communications solution performance problems.

Avaya Diagnostic Server Use Case Video [6:32]

30 Jul 2014
View different scenarios on how to use Avaya Diagnostic Server to maximize your network performance with less finger-pointing.
Avaya Support Advantage Video

Maximize the Value of Your Solution with Support Advantage [5:02]

10 Nov 2013
Our trained services experts and advanced diagnostics combine in Avaya Support Advantage, delivering the 24x7 technical support you need to prevent outages, resolve issues quickly, and optimize your network.

Avaya Support Website [3:39]

12 Oct 2013
Learn why the Avaya Support Website is the fastest way for you to get support.  Explore our state-of-the-art capabilities including the Avaya Knowledgebase,  Ava (the Avaya Virtual Agent), and Web Chat, Web Talk and Web Video to quickly communicate with live agents.

White Papers

The Essential Guide to Avoiding Network Outages

22 Mar 2016
At Avaya, we’ve done extensive research on network outages—why they happen, how long they typically last, and how they can be avoided. We’ve found there’s a better than 1-in-3 chance that your last network outage could have been prevented. Learn simple yet effective methods to prevent costly total outages: here are five critical best practices you can take to institute a policy of prevention.

Advanced Diagnostics: Are You Taking Full Advantage? [PDF]

24 Nov 2014
Chris Wey, vice president of Strategy, Technology and Business Development at Avaya, discusses new tools now available to monitor and troubleshoot equipment, software applications and networks. Chris also offers insights into future capabilities that could further help understaffed IT departments manage advanced communications environments.

Connect With Avaya

U.S. & Canada

(866) GO-AVAYA


(908) 953-6000