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.
There are 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 average[1], 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.
Mohamad Ali, senior vice president and president, Avaya Global Services, saud, “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.”