July 24, 2007
September 12, 2007 Dear Valued Customer: In our continued efforts for excellence in service delivery and product quality, Avaya is making significant improvements to its policy for the release of patches and software updates that will make the implementation of fixes easy for you. This new policy takes effect on September 30th, 2007 and will provide your business with high quality Service Packs that will combine all updates into regularly scheduled packages. Critical patches will continue to be issued as soon as they are available (and will also be included in the Service Packs). Avaya will develop critical patches and Service Packs for the current release (N) and one prior major release (N-1) for all Avaya developed solutions. Please see the attached addendum that outlines the policies related to supported software versions. Because this policy affects newer releases, now is a good time to think about your upgrade strategy. Avaya has a support option that you might want to consider, so that you can reap the full benefits of this new streamlined product update policy. Software Support Plus Upgrades includes ongoing support of your software, plus access to major software upgrades for the life of your contract. Because you will always be on the latest major software version (N), you can be assured that you can always access Service Packs. Software Support Plus Upgrades can provide your business with substantial savings in upgrade costs alone, not to mention out-of-hours support costs for major problems. Customers that purchase Avaya Software Support plus Upgrades through an authorized BusinessPartner will be have the same benefits. Avaya appreciates your business and continues to look for ways to increase value and deliver excellence through our products and services. Please feel free to contact your Avaya Client Executive or your Avaya Authorized BusinessPartner to gain a deeper understanding as to how these new programs will help your communication systems to stay current and highly reliable. On behalf of Avaya, I would like to thank you for your business. Sincerely,
Susan Bailey Vice President, Product Support Solutions Avaya Global Services
September 13, 2007
Addendum Information related to Critical Patches and Service Packs This new Critical Patch and Service Pack policy, applies to all Avaya developed products. Service Packs will combine all updates into regularly scheduled packages, that will be made available on the first Monday of each even-numbered month if needed (February, April, June, etc). Critical patches will continue to be issued as soon as they are available, and will also be included in the Service Packs. Service Packs providing all security, critical and non-critical fixes will be downloadable from support.avaya.com. Software Service Packs are available to customers with an Avaya Support Agreement. Security and Firmware Service Packs are available to all customers that have registered equipment. In order to understand which product releases will be supported with Critical Patches and Service Packs, it is important to understand the numbering scheme for Avaya products. A product release is generally represented in the following manner: Name of the Solution followed by N.Y.Z where N = Major Release Y = Minor Z = Update (An Update may either be a patch or a Service Pack designation) Effective September 30th, 2007, Avaya will develop Critical Patches and Service Packs for the current major release (N) and one prior major release (N-1) with the most current update to receive critical patches and service packs. Hypothetical Product, Example: • • • • When software version 8.0.3 becomes generally available, Avaya will provide Manufacturer Support for this software release (This release is referred to as the current Major Release). The previous major release with the most current update 7.y.z (would be N-1, which is considered the prior Major Release), until R9.y.z becomes available. At this time R7.y.z becomes N-2. Once 9.y.z is available, then 9.y.z becomes (N) and version 8.0.3 becomes (N-1). Support for software release 7.y.z will end in accordance with the End of Manufacturer Support announcement.
Existing Service Packs will still be accessible through support.avaya.com for customers with an Avaya Support Contract on Avaya Legacy solutions; however new Services Packs and Critical Patches will not be created for solutions that are two releases behind the current release (N-2) when end of manufacturer support occurs. Service Packs will be available on the support web site for new releases with the most current update. Patches will not be available since Service Packs will be created to include all patches both critical, noncritical and security related fixes. Therefore, as you migrate to the current release, you will want to consider purchasing Software Support Plus Upgrades, which will provide you with access to major upgrades and access to the Avaya Download Center in order to access all Service Packs (Software, Firmware and Security related packs.) Software Support Plus
September 13, 2007 Upgrades can provide your business with substantial savings in upgrade costs alone, not to mention out-ofhours support costs for major problems. General Overview Software Support and Hardware Maintenance Avaya is introducing new Software Support and Hardware Maintenance support options with the release of all new Enterprise solutions. As you migrate to these new solutions, you will want to consider which service will best meet your business needs. We have extended software and hardware coverage to provide support on a 24x7 basis for consistent, standard service delivery around the world while providing substantial investment protection. Software Support Plus Upgrades With Software Support Plus Upgrades your business will not only receive 24x7 support for critical situations, but you will also be entitled to all new major releases and have access to Service packs. These benefits along with: • • • • • Support of the Avaya Global Service Delivery Team for Technical Assistance Self Help Web Site Access to Technical Documentation Web based Ticketing and Status Access to our new InSite Knowledge Management Tool
(The new InSite Knowledge Management Tool is tentatively scheduled for customers to access in the second half of 2007. This web accessible tool allows customers to view and leverage years of proven trouble shooting techniques and diagnostics to resolve problems quickly. InSite can be used to accelerate data gathering, trouble shooting processes and escalation hand offs.) Software Support Plus Upgrades will relieve you from the burden of: • • • Budgeting the purchase of new Software upgrades Worrying about out-of-hours costs for critical troubles and alarms And can provide you substantial savings on purchase software upgrades alone.
Cost Savings Example: Avaya Contact Center Solutions generally cost 25-35% of the initial purchase price for a major upgrade. During a three year period it is anticipated that Avaya will introduce 2 major releases. Therefore, if you estimate paying 30% per Single Release Upgrade, twice during a 3 year period, your company would pay approximately 60%. By purchasing Software Support Plus Upgrades, your business would be pay 18% for upgrades, which results in approximately a 40% savings in upgrade costs alone. (18% is the price your business would pay for the Upgrade protection that is bundled in with your purchase of Software Support Plus Upgrades. 6% each year, for the term of the 3 year contract.) Keeping your systems and applications current is essential for high performance, reliability, and is necessary for your business to remain competitive.
September 13, 2007 By electing an Avaya Software Support Coverage option at the time of your purchase or upgrade, you will be extended the same level of discount that your business received for the software application. Software Support begins billing upon acceptance of the offer.
Hardware Maintenance When purchasing a Hardware Maintenance option, your company will also receive all of the benefits of the hardware option you selected during the warranty period at no additional charge. Hardware Maintenance offers include access to firmware downloads. Billing for Hardware Maintenance will commence on Day 366. The benefits that come with our hardware maintenance offerings will remain very similar to the existing hardware support offers. Remote service is delivered 24x7 to ensure you will receive the benefits of Avaya EXPERT SystemsSM monitoring, diagnostics and resolution for your hardware elements. You may choose either the Remote Hardware Support or Remote Hardware Support with Advance Replacement Parts program. Additionally, Onsite Hardware Support is available on either an 8x5 or 24x7basis. You should select a coverage plan that best meets your needs based on your operating model. When you opt for Hardware Maintenance and Software Support of your voice systems, Avaya will be providing you with a full solution-level support model. Both your software and hardware elements will be monitored by the patented Avaya EXPERT SystemsSM Diagnostic Tools.
IP Support Services IP Support Services are available for networks that have IP enabled Avaya Communication Manager, we offer monitoring of the entire IP network. In an IP environment, there are many different components that must work together for the network to perform optimally. Maintaining the interrelationships of the different components is critical to ensuring a high level of sustained performance. IP Support Services uses the Avaya Enterprise Service Platform to help identify and isolate issues across both voice and data elements so your IP Telephony solution runs both efficiently and effectively. This holistic view of your communications infrastructure tremendously improves our ability to support an IP telephony environment. To learn more about all of the benefits and enhancements that have been taking place within the Avaya Global Services Delivery Organization to provide quick efficient and effective support, please go to Avaya.com>Under Research – Services>Product and IP Support>Product Support