Data Support Services Portfolio Overview

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2. Agenda. Go-to-Market Model Service Portfolio'sExpress / Direct OffersPASSFeatures and BenefitsCommercial AspectsOrder CodesPricing ConceptsQuotingBack-up materialsGTM/Portfolio Key Service Delivery ComponentsESQ ToolSelling FeaturesService Deliverable Summary Q

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Data Support Services Portfolio Overview

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1. Data Support Services Portfolio Overview Jim Worthington

2. 2 Agenda Go-to-Market Model Service Portfolio’s Express / Direct Offers PASS Features and Benefits Commercial Aspects Order Codes Pricing Concepts Quoting Back-up materials GTM/Portfolio Key Service Delivery Components ESQ Tool Selling Features Service Deliverable Summary Q&A

3. 3 Go-To-Market Models and Offers Avaya Express Services Services delivered to Customer by Avaya Sold through Partners for resale to Customers Customer contacts Avaya Standard offers Reduce Partner investment in training / infrastructure The Express and Direct offers are unchanged by PASSThe Express and Direct offers are unchanged by PASS

4. 4 Enterprise Maintenance Services Avaya and Partner Support Roles

5. 5 Avaya Heritage : NES Heritage Comparison

6. 6 Enterprise Maintenance Services Key Service Delivery Components Avaya’s Enterprise Support Services portfolios consist of several pre-packaged maintenance support service bundles for Avaya’s enterprise data and IP enabled products. These bundles package key service delivery elements in various combinations and response times. This flexible design allows your customer a choice of annual maintenance contracts that help optimize the performance and availability of their network. Avaya’s Enterprise maintenance portfolios provide standardized Statements of Work, covering all aspects of service delivery

7. 7 Enterprise Maintenance Services Key Service Delivery Components There are four principle cornerstones to Avaya’s Enterprise maintenance portfolio offerings: Technical Support Replacement Parts On-Site Support with Replacement Parts Software Release Subscription

8. 8 Enterprise Direct & Express Value proposition Increased operational efficiencies Reduced operating & administrative costs Dependable turnaround times Quality workmanship and genuine Avaya replacement parts Moves non-revenue producing assets into revenue producing assets Extended quality workmanship onto the customer’s site Value proposition Increased operational efficiencies Reduced operating & administrative costs Dependable turnaround times Quality workmanship and genuine Avaya replacement parts Moves non-revenue producing assets into revenue producing assets Extended quality workmanship onto the customer’s site

9. 9 Enterprise PASS Value proposition Increased operational efficiencies Reduced operating & administrative costs Dependable turnaround times Quality workmanship and genuine Avaya replacement parts Moves non-revenue producing assets into revenue producing assets Extended quality workmanship onto the customer’s site Value proposition Increased operational efficiencies Reduced operating & administrative costs Dependable turnaround times Quality workmanship and genuine Avaya replacement parts Moves non-revenue producing assets into revenue producing assets Extended quality workmanship onto the customer’s site

10. 10 Features and Benefits Software Support Technical Support Return to Factory Repair Technology Support Base Technology Support Plus Service Deliverable Summary Tables Service Delivery Elements

11. 11 Enterprise Network Support Services

12. 12 Enterprise Network Support Services

13. 13

14. 14

15. 15

16. 16 Direct / Express Technology Base Offers - Data

17. 17 Direct / Express Technology Plus Offers - Data

18. 18 PASS Base Offers - Data

19. 19 PASS Plus Offers - Data

20. 20 Order Codes Pricing Concepts How to Quote (Basic Overview) Commercial Aspects

21. 21 Enterprise Maintenance Services Order Codes To promote consistency across the various maintenance portfolios offered the order codes have meaning. The first two characters of the model numbers represent the type of service. The next four characters represent the GTM portfolio The last three charters represent the Service Line Number (SLN). The Service Line Number is what drives the prices and is highly product specific Example: GN6300CK7 GN = Tech support, Parts and On-site Labor, 7 X 24 X 4 6300 =Express Resold Portfolio CK7 = Enterprise Routing Switch 4526 product

22. 22 Enterprise Maintenance Services Pricing Concepts Avaya Enterprise maintenance utilizes two basic approaches to service pricing Configuration based: the PEC codes of the product (as purchased) have a direct relationship to the service price. Not all PEC codes are price determinates, but most are Cables, documentation and certain product unique items are examples of PEC codes that are not price determinates. Configuration based pricing is the predominate method used for hardware and network management type software. Count based: the aggregation of the total units of the product (as purchased) as the prime determinate of the service price. The number of licenses (users) purchased for a specific application software would be the basis of price. Count based pricing is predominately used for service pricing on application software products

23. 23 Enterprise Maintenance Services Pricing Concepts All Enterprise maintenance service prices are expressed and sold as annual pre-paid in advance, unless specifically noted otherwise. Single pre-paid invoice for 12 month term is standard policy Quarterly billing plans available for significant accounts via pre arrangement through service contracts team. Two and three year Multi-Year discounts are available per the following schedule: 12% Discount – 3 Year Payment in Full up front 7% discount – 2 Year Payment in Full up front 5% Discount – Fixed 3 year discount 3 Year purchase order up front. Customer is invoiced on a annual basis. Payment prior to expiry of current term

24. 24 Enterprise Maintenance Services Pricing Concepts Maintenance services are available at the following price points to the applicable market segment: Direct purchase portfolio is sold at published MSRP prices. Customers MUST have the appropriate Avaya purchase agreement active to be eligible to purchase directly from Avaya. Indirect Purchase and Partner Enablement portfolios are sold exclusively to partners per Partner Advantage program definitions. Prices are expressed as Net Partner Price (NPP). NPP is calculated off Avaya’s published Wholesale Partner Price (WPP). The same Partner Advantage discount rates are utilized for both product and services. Value Reward Discount (VRD) and Volume Incentive Discount (VID) benefits for participating partners. Indirect Purchase and Partner Enablement portfolios are also available from any of Avaya’s authorized Stocking Distributors

25. 25 Enterprise Maintenance Services How To Quote All Enterprise maintenance services are listed in Avaya’s Global Product and Pricing Catalog (GPPC) On-line- GPPC On-line look up: search for product PEC code in GPPC Double click on specific product PEC code within product search results View secure items Corresponding maintenance service code and price will appear per your GPPC profile On-line – Enterprise Configurator (EC) – Services Product and Service or Service only Configurator and quote tool Specific training available Downloadable Service Catalog – Monthly GPPC – Download price books Extract Services Price Book Excel version of Enterprise Services prices segmented by Direct Purchase Indirect Purchase Partner Enablement

26. 26 Enterprise Maintenance Services GPPC View

27. 27 Enterprise Maintenance Services GPPC View

28. 28 Enterprise Maintenance Services Downloadable Service Catalogs

29. 29 Enterprise Maintenance Services Downloadable Service Catalogs

30. 30 Back Up Materials

31. 31 Enterprise Maintenance Services Portfolio Direct Purchase Direct Purchase - Avaya Services sold by Avaya direct touch accounts & delivered by Avaya 5300 Service Packages are all Avaya delivered, regardless of how sold (direct or indirect) to end customer5300 Service Packages are all Avaya delivered, regardless of how sold (direct or indirect) to end customer

32. 32 Enterprise Maintenance Services Portfolio Indirect Purchase Indirect Purchase - Avaya Services sold thru our Advantage Partners / Stocking Dist & delivered by Avaya

33. 33 Enterprise Maintenance Services Portfolio Partner Enablement (PASS) Partner Enablement - Avaya Services sold to Partner Advantage Resellers who sell and deliver their own brand of services to their end users.

34. 34 Enterprise Maintenance Services Key Service Delivery Components Technical Support Technical Support Services provide unlimited technical assistance by telephone and the Web for issues associated with the operations for all contracted Avaya products. Emergency Recovery is available around the clock. Operational support, including advise and guidance is available 7 X 24 X 365 on most products. All inquires are logged, prioritized and tracked through to resolution. Includes access to Avaya’s technical documentation and real-time knowledge base. Operational Software Update and Upgrades are included

35. 35 Enterprise Maintenance Services Key Service Delivery Components Replacement Parts Through strategically placed field depot locations, Avaya Enterprise maintenance services provides swift response times and cost savings through economies of scale. Avaya offers four levels of parts replacement response times for contracted equipment covered: Return to Factory – Shipped within 10 business days upon receipt of defective part by Avaya. Next Business Day – Advanced exchange shipment scheduled to arrive on the next business day following RMA creation.* Same Business Day – Advanced exchange shipment scheduled to arrive on the same business day following RMA creation.* 7X24X4 Hour- Advanced exchange shipment scheduled to arrive within 4 hours following RMA creation.* All items are genuine Avaya replacement parts. Advance exchange defective returns are via Avaya pre-paid return waybill.

36. 36 Enterprise Maintenance Services Key Service Delivery Components Managed On-Site with Spares Support Managed On =Site with Spares Support provides all the benefits of parts availability together with the installation of the replacement part by a qualified specialist dispatched directly to the customer site. Avaya offers three levels of Managed On-Site with Spares Support response times for contracted equipment covered: Next Business Day –scheduled to arrive on the next business in conjunction with parts delivery times. Same Business Day – scheduled to arrive on the same business in conjunction with parts delivery times. 7X24X4 Hour- scheduled to arrive within 4 hours in conjunction with parts delivery times. All on-site dispatches are under supervision by Avaya Technical Support. Enables customers with geographically disperse locations to receive consistent on-site response.

37. 37 Enterprise Maintenance Services Key Service Delivery Components Software Release Subscription (SRS) Software Release Subscription (SRS) provides customers access to the most current functional features enhancements for Avaya operational and application software products as they become available. SRS allows customers to keep their networks performing at peak performance at a predictable cost. Major functional releases and updates for operational and applications software via eService authorized Web-based downloading or shipment of the software on CD. SRS prolongs the useful life of your customers initial investment by supplying the latest code releases. SRS follows the Avaya Life Cycle Management Policy eligibility from General Availability thru End of Life

38. 38 Enterprise Maintenance Services ESQ Quote Tool Enterprise Service Quote (ESQ) is a web-based quotation and configuration tool. It has been developed as part of the Avaya suite of eBusiness on-line tools to make quoting more efficient and more accurate for our partners and for Avaya. ESQ supports New System orders, Upgrade/expansion orders, and installed systems. Its input is a product quote or list, and its output is a corresponding service quote. The service quote can be generated from an imported: Enterprise Configurator (EC) quote BOM (Bill of Materials list of product codes in a specially formatted Excel file) Order Centre (OC) shopping list or order Netformx DesignXpert XML export. Service Quotes can be saved and retrieved, and can output reports in several formats

39. 39 Enterprise Service Quote (ESQ) Overview User can create a service quote for a New System, Upgrades/Expansion or Installed system (that do not have services purchased). Product information can be imported from an EC quote, an ESQ BOM template, a Clarify contract, a Site or Switch ID, a DesignXpert XML, Order Center (OC) Shopping list or OC Ordered list. Service quote is saved with unique Service Quote Reference Number (SQRN) Service quote is retrievable and ESQ is not stream specific. Service parts and pricing available in output reports. Place service order in OC using SQRN. ESQ Access and Registration thru www.Avaya.com/Register and EC user profile setup Americas: ESQ Ready to Order quotes are validated and guaranteed under the EC Guarantee Policy

40. 40 Enterprise Maintenance Services Selling Features Timing is key to initial sales success The most opportune time to sell a Avaya support service is at the initial point of product sale Ask your customer questions about the impact of unexpected downtime and total cost of ownership Having these discussions early will improve likelihood that their budgets will include these services Differentiate the difference between Avaya product warranty and having a service contract in place. Warranty is a limited time offer designed to repair or replace defective material. Service is designed to provide ongoing support to reduce downtime and extend product lifecycles.

41. 41 Enterprise Maintenance Services Selling Features Promote the key value propositions of the various support components: Technical Support Immediate support response from experienced engineers Emergency Recovery 24 hours a day, 7 days a week Managed Spare Parts Reduces customers need to buy (CAPEX) and control (OPEX) inventory Eliminate 100% dedicated spares inventory (FRU) Easy-to-use return of defective unit with Return Material Authorization label delivered with spares Saves the financing of non-revenue generating spares inventory Free from the expense of change management and inventory taxes Strategically placed parts depots provide quick response times

42. 42 Enterprise Maintenance Services Selling Features cont. Promote the key value propositions of the various support components: Managed On-Site with Spares Various response levels, including 7 X 24 X 4 hour Reduces need to hire, train and retain in house field maintenance staff Provides coverage in geographically disperse locations Dispatch managed by Avaya Technical Support personnel with management oversight Software Release Subscription Obtain the latest application software enhancements resulting in optimum performance, reliability and stability Extended the useful life cycle of your customers investment Stay current at a predictable annual cost

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