Avaya Support Services have benefits and advantages over third-party services providers.

Quiz: Do You Know How to Choose the Right Support Services Provider?

All too often, we find that IT executives who are facing budget cuts buy unauthorized support services for their Avaya solutions. Doing so puts IT departments and their mission-critical networks at considerable risk. We’re raising awareness about the true value of having legitimate Avaya support services for your communications. We want to help IT managers learn that selecting the right support provider and service levels matters. Get started now by reading Support Services: Separating Fact from Fiction.

And take our True or False quiz:

  • All support service providers are the same.
  • Even if my current support option does not cover all, additional services can be bought for time and materials. It’s no big deal.
  • Third-Party Maintenance Providers (TPMs) can get access or entitlements to software patches, updates, or security advisories as needed.
  • My support services provider does not have automated diagnostics and auto-resolution capabilities. But, no worries. The team will still resolve my issues in a timely manner.
  • To keep costs down, TPMs rely on a network of vendors to support some sites.
  • I trust that my support provider is current with their manufacturer certification and methodologies. I don’t feel it’s necessary to periodically check.
  • Recovery capabilities from a catastrophic outage are offered by my provider. Protection for software or hardware not covered under contract might cost more, but it is a reasonable risk.
  • All equipment purchases, whether bought refurbished or slightly used, have worked out great so far. No complaints and we saved money.
  • I was notified about service support being discontinued with no “end of life” or “end of support” on any system, regardless of age. I did not have any other credible options.

Many IT managers operating in a harried world and reacting to the daily challenges of keeping their networks running at peak performance would undoubtedly answer “True” to at least one of the above. That’s where the problems start and re-evaluation is sorely needed.

It’s Time to Evaluate Your Options

As the end of the year approaches and budgets are being settled, now is the perfect time for many IT managers to take a second look to ensure that their systems remain at peak performance and to protect against unnecessary risks associated with unauthorized maintenance providers. Choosing the right support partner matters just as much as choosing the right products. Adjustments to meet growth will be needed. User needs will change. Disasters happen. How will you handle these challenges?

While selling support services, unauthorized maintenance providers are not certified, putting your network and systems at considerable risk and invalidating your warranties. To make the best choices, we suggest that Avaya customers consider the following key questions:

  • When did you last check to ensure that your services provider was current on training or certified on the products in your network?
  • Do you have access to Avaya support staff with technical expertise? Anytime, anyplace, from any device?
  • How often are you involved in resolving issues that your non-Avaya provider should be preventing or auto-resolving?
  • Do you have sufficient time to work on new projects or innovation?

All Services Are Not Equal

How much does downtime can an unplanned outage cost your company? On average, it’s $2700 per minute. Some TPMs state that their enhanced service level agreement is four hours to restore! The average cost of an hour of downtime is a staggering $163,674. Can you afford that?

It’s important to understand that unauthorized and third-party maintenance providers do NOT have access to time and material support, intellectual property, replacement parts, software patches, or certification. Unauthorized maintenance providers also do NOT have access to:

  • Avaya’s award-winning EXPERT SystemsSM automated diagnostic and proactive resolution platform
  • Avaya training for products, diagnostic tools and methodologies (e.g., EXPERT Systems, Avaya Knowledge Management, and Avaya SLA Mon™ technology)
  • Avaya Tier 3 support engineers
  • Avaya’s battle-tested Emergency Recovery team

What’s in Your Support Services?

Did you know that Avaya’s lifecycle policy is designed to protect our customers’ investments and support their mission-critical networks even after our products move from End of Manufacturer support? Did you know that Avaya now offers Remote Only Support (access to Intellectual Property and remote technical support through to Tier 3), and Indefinite Access (access to Intellectual Property)?

Because unauthorized maintenance providers claim to provide 20%-50% savings versus the standard for the same or better service, it is best to make an apples-to-apples comparison. The best support services companies offer world-class customer service, as demonstrated by Avaya’s third year in a row win of the NorthFace ScoreBoard Award, which is based on actual customer satisfaction scores.

Remote automated diagnostics and resolutions help repair potential problems quickly, saving time and reducing the risk of an outage. Focusing on proactive problem prevention, rapid issue resolution and continual solution optimization helps make effective use of time and communications resources in alignment with your organization’s strategic objectives.

Avaya support comes with the following benefits:

  • 73% more likely to avoid an outage
  • Auto-resolution of 93% of alarm-generated service requests without human intervention
  • Restoration of 90% of outages in less than two hours

So, as the end of year approaches, it’s time to look forward. Consider your best options to keep your systems running at their peak throughout 2017. And remember, the quality of the support you get matters…especially when you most need it.

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