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May 25, 2011

AVAYA News - Avaya Introduces Avaya Support Advantage

By Anshu Shrivastava, TMCnet Contributor

Provider of enterprise collaboration systems, software and services Avaya has introduced a new support framework called Avaya Support Advantage, which offers simple, flexible options and faster response times for Avaya (News - Alert) solutions.

A comprehensive maintenance model, featuring 24x7 remote software and hardware support, Avaya Support Advantage comes with additional modular options that can be added to suit a customer’s needs. For all new Avaya system solutions, this new support framework is expected to be consistent.

“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,” said

Mohamad Ali, senior vice president and president for Avaya Global Services

In addition to providing around-the-clock maintenance support coverage for both software and hardware, Avaya’s latest offering enables effective troubleshooting of communications as well as streamlined pricing and invoicing.

Company officials said that the new Avaya Support Advantage model features two packages Essential Support and Preferred Support. Essential Support is the basic level of support. It’s targeted at those customers who require solution level remote technical support, and also software updates and patches.

The basic model comes with 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. Company officials said that it offers 24x7 remote technical support, and also sets specific response time parameters to address issues.

The advanced framework, Preferred Support, includes all the features of Essential package and more. It comes with remote monitoring that alerts Avaya within 90 seconds of receiving an alarm, and it can drive up to 20 percent faster resolution times, on average, due to increased visibility via around-the-clock monitoring. Plus, it includes Avaya EXPERT Systems.

Additionally, Avaya’s latest solution includes simplified add-on options. These options enable the company’s maintenance partners and customers to select services in various combinations.

These include upgrade Advantage for subscription access to the latest major software upgrades; onsite support for critical parts replacement at the customer’s location; terminal replacement for next-day deliveries to replace defective terminals; and software release management and back-up and restore services.

“Avaya Support Advantage delivers a range of new benefits for both customers and business partners,” Vel R. Johnson, vice president for operations and service for SPS and an Avaya business partner.

Johnson said that the simplified model eliminates any confusion among customers and Avaya's technology partners and the model's consistent global pricing methodology increases customer confidence.

Recently, Tone Software announced that its ReliaTel VoIP management solution is compliant with key Internet Protocol (IP) telephony solutions from Avaya.

Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Stefanie Mosca

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