Avaya and Reseller/BusinessPartner Responsibilities for Avaya IP Office and PARTNER® ACS Three Year Warranty The following document describes how Resellers/Avaya Authorized BusinessPartners implement the three year warranty for Avaya IP Office and PARTNER® ACS*customers. Among other things, it is intended to clarify differences between customers who do not acquire a service agreement from the reseller versus those who do. After viewing this document, Resellers will be able to clearly articulate to their customers what their responsibilities are in supporting the warranty and the value of a service contract either from the reseller or from Avaya. * Available in North America only Customer Registration Responsibilities and Requirements If there is no Avaya Maintenance Contract in place or sold: Resellers are responsible for maintaining invoices (or other documentation) supporting the date of install at customer premises, as well as serial numbers of any covered equipment installed. There is no longer a registration requirement for the Avaya parts 3 year warranty on IP Office and PARTNER® ACS common components via the process outlined with the announcement of the warranty extension. Business Partners now simply need to save invoices or other material that can provide a serial number and/or installation date. This simplifies the process while still enabling Business Partners to provide a more extensive level of support to end user customers. The three year parts warranty is based on the manufacturer date code, which is embedded in the serial number of any Avaya manufactured equipment. If there is an Avaya Maintenance Contract in place or sold: All customers must be registered to benefit from the warranty. The warranty period begins when the customer is registered with Avaya (and/or an Avaya Maintenance Agreement). • Customers are registered by their ‘in service date’ which is when the reseller turns the system over to the customer. • In cases where the timely registration of the product is in question the date the reseller invoiced the customer will be used to validate the ‘in service date’. All entries on the Product Registration Tool must be completed. • The Avaya warranty is not valid if the customer name is not provided. If a customer adds equipment to their solution, they must register the additional equipment to benefit from the three year parts warranty. • The reseller is responsible for registering the additional equipment. Customers without a service contract: Avaya warrants IP Office and PARTNER ACS platforms to operate in all material aspects to the specifications described in the respective products’ technical documentation. For common equipment, as outlined in the Avaya Warranty statement, the Avaya parts warranty period is three (3) years. For telephones, appliances, and other hardware items it is one (1) year and for software it is ninety (90) days. Customers may question what is covered as part of the IP Office and PARTNER ACS three year parts warranty. In summary: Avaya will repair or replace any failed equipment and return it to the party making the request. Resellers are not required to provide a help desk, troubleshoot the customers’ issues, collect the failed component from the customer site or install the repaired equipment for free. Resellers may perform these services for a fee. Resellers are required, as part of their Avaya Master Reseller Agreement, to administer the warranty (receive failed parts, file return material authorization requests and ship the failed unit) to Avaya for repair or replacement using the defined process. Customers who do not have a service agreement (such as an Avaya Maintenance Agreement) can only require the reseller to return the failed equipment for repair and replacement to Avaya. Avaya and Reseller Responsibilities: The summary table below lists the responsibilities of Avaya and the reseller highlighting two scenarios: (1) Customer has a service agreement (such as an Avaya Maintenance Contract) and (2) Customer does not have a service agreement. The activities listed in the Service Contract column are indicative of a typical service contract but may vary between providers. Parts Warranty Support Summary Activity No Service Service Contract Contract Maintain copies of invoices supporting installation date Reseller Reseller and serial numbers of all equipment installed on Responsibility Responsibility customer premises Registering customers with Avaya Not applicable Reseller Responsibility Providing and staffing a qualified help desk Reseller option to Inclusive charge * Troubleshooting customer issues Reseller option to Inclusive charge * Onsite collection of faulty equipment Reseller option to Inclusive charge * Return of in warranty faulty equipment to Avaya Reseller Inclusive Responsibility Repair or replacement of faulty equipment Covered by Avaya Covered by Avaya Return of faulty equipment to Reseller / Covered by Avaya Covered by Avaya Distributor Installation of repaired / replaced equipment Reseller option to Inclusive charge * * Resellers can charge based on their own pricing schedule; engage with Avaya Global Services or another service partner.