avaya ip office - telagility...avaya ip office - hosted per month make/receive calls, park &...
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Avaya IP Office
Jeffrey Kastroll
Director of Services
Service overview
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Services Overview
Profit from our experience!
Westcon-Comstor Services help to develop opportunities that deliver greater strategic insight, richer margin and longer-term customer engagements through our decades of experience and unique in-house skillsets of engineers, support desks, certifications and global delivery models.
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Support Services - Avaya
GoldSeal Annual Support
• Competitively-priced Tier 1 & 2 remote support
• Enhances Vendor required maintenance
• White labeled support direct to the End-User
• Escalation ownership to the Vendor with LOA
• Product Guidance by certified experts
• Nationwide support with 24/7 Emergency Response
• Priced based on User Counts (Telephony, UC, Agents)
• All product and services funneled to Reseller
Reseller Benefits
• Enablement without competition
• Enhancements improve customer support experience
• Eliminates Capex investments related to building, training, and supporting Vendor requirements
Supported Products
• Avaya IP Office 500v2 • Avaya IP Office Service Edition • IP Office Hosted offers • Avaya IP Office Contact Center
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Support Services - Avaya
GoldSeal Blocks of Hours
• Tier 1 & 2 remote support
• Enhances Vendor required maintenance
• Priority support for Reseller
• White labeled support direct to the End-User
• Applies to both Support or Professional Services
• Product Guidance by certified experts
• Nationwide 9 to 5 support
• 24/7 Emergency Support at time and a half
Reseller Benefits
• Enablement without competition
• One Block can support multiple customers
• Eliminates Capex investments related to building, training, and supporting Vendor requirements
Supported Products
• Avaya IP Office 500v2 • Avaya IP Office Service Edition • IP Office Hosted offers • Avaya IP Office Contact Center • Avaya SBC
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All the features of Hosted Telephony User
+ Advanced Mobile Applications, Voicemail to Email Notification,
PC and iPad Soft-‐Phone, Video Calling,
Instant Messaging And Presence, SFDC Plug-‐in,
Outlook Plug-‐in, Lync Plug-‐in
Avaya IP Office - Hosted
Make/Receive calls, Park & Page, Basic Call Logs, Call Forwarding, Call Transfer, Calling Line ID Delivery, Do Not Disturb,
Intercept User, Last Number Redial, Three-Way Calling, Voicemail,
Voicemail to Email Notification, Selective Call Acceptance, Selective Call
Rejection, Hot Desking, Mobile Twinning, Conference Bridge, Soft Console (max 10 for Receptionists)
$24.90 per month
Avaya IPO Hosted Telephony User License
500 Minutes US & Canada Calling
VMware Hosting
Unlimited Bandwidth
Hosted Telephony User
$29.90 per month
Avaya IPO Hosted UC User License
500 Minutes US & Canada Calling
VMware Hosting
Unlimited Bandwidth
Hosted UC User
*Usage Overage and International billed monthly on a consumption basis *Each customer instance includes one e911/DID – additional available thru the portal
Avaya UC User Avaya UC User
w/ GoldSeal Support
Offer Pricing - MSRP $29.90 $29.90
Partner Cost $17.15 $19.65
Partner Margin $12.75 $10.25
Partner Margin % 43% 34%
Avaya Telephony User Avaya Telephony User w/ GoldSeal Support
Offer Pricing - MSRP $24.90 $24.90
Partner Cost $13.95 $15.95
Partner Margin $10.95 $8.95
Partner Margin % 44% 36%
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Support Services
GoldSeal Supported Vendors/Products
• Avaya (In addition to IPOSS)
– IP Office Products (IP500V2, Server Edition)
– IP Office Hosted solutions
– IPO Call Center (IPOCC)
– Scopia Video Products
– Avaya SBC
GoldSeal Supported Vendors/Products
• Polycom (Includes Vendor Escalation)
– Video Infrastructure and End Points
– IP Phones and Audio Equipment
• Sonus (Includes Vendor Escalation)
– SBC 1000 and 2000 systems
– SBC 5000 Series systems
– Tenor and SWe
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Support Services
Annual Contracts
• Available for 1,3 or 5 year Support Agreements
• Contracts associated with a Device or Multiple Devices
• Tier 1 & 2 Remote Support either 24X7 or 9X5
• Managed escalation to vendor with proper LOA
Blocks of Hours
• Purchased in Blocks of 25 or 50 Hours
• Tier 1 & 2 Remote Support 9X5
• Managed escalation to vendor with proper LOA
Incident Packs
• Packs of 5, 10 or 25 Incidents available
• Tier 1 & 2 Remote Support either 24X7 or 9X5
• Managed escalation to vendor with proper LOA
• Depending on the specific product GoldSeal Support is available in the following options:
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GoldSeal Annual Support Model
Customer:
Reseller:
GoldSeal:
Vendor:
Incident Occurs
Service Desk
Technician
Product Engineer
Incident Resolved
Resolved? Contact
Customer
Vendor Maintenance
Support
Yes
No
GoldSeal: Resolved?
Resolved?
Contact Customer
Yes
No
No
Yes
T1
T2
T3
Hello, this is GoldSeal!
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GoldSeal Block of Hour Support Model
Customer:
Reseller:
GoldSeal:
Incident Occurs
Service Desk
Technician
Product Engineer
Incident Resolved
Resolved? Contact
Customer
Yes
No
GoldSeal: Resolved? Contact
Customer
Yes
T1
T2
Hello, this is GoldSeal!
Optional Support/PS assistance
Optional
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IP Office Hosted Model - Reseller Support
Customer:
Reseller:
Westcon:
Avaya:
Hosting and Carrier Services Issue
Incident Occurs
IP Office Product
Triage
Incident Resolved
Call Type? Resolved?
TelAgility: Triage Resolved?
Contact Customer
IPOSS Support
Yes
No
No
Yes
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IP Office Hosted Model - GoldSeal
Customer:
Reseller:
Westcon:
Avaya:
Hosting and Carrier Service
Issue
Incident Occurs
IP Office Product
Triage
Incident Resolved
Call Type? Resolved?
TelAgility: Triage Resolved?
Contact Customer
IPOSS Support
Yes
No
Yes
No
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GoldSeal: Technical Support
• GoldSeal Technical Support Center Hours
24x7 Support (for P1-P3 Issues)
Nationwide 9:00am–5:00pm Support M–F (P4 Issues)
• Toll Free Telephone
877-446-5373, 877-4GOLDSEAL
• E-mail:
SERVICE-LEVEL OBJECTIVES
P1 = 1-hour response time (emergency)
P2 = 2-hour response time (high)
P3 = 4-hour response time (medium)
P4 = 8-hour response time (low)
PRIORITY LEVELS
P1 = Down/critical impact
P2 = Operation is severely degraded
P3 = Operation is impaired
P4 = Information or assistance
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Reseller Benefits
• Pricing – Replacement offers provide more margins
– Enhancement offers provide more value
– Both offer less cost to your business
• Extension to your business – “Hello, this is GoldSeal.” (not Westcon)
– One number to call for all support needs
– You continue selling and trust Westcon to provide your support
• Support Center (Help Desk) – Product assistance outside your standard
break fix support
– Assistance with Updates and Upgrades
– Product Guidance for future planning
– “How to” assistance that helps maximizes the customers experience
• User Training – One-on-one product overviews on basic
device administration
• Coordination with Vendor – When replacing vendor direct offers Westcon
provides vendor escalation and maintains ownership throughout the incident
– Assistance with vendor provided hardware replacements to get you back online
• Renewals – We perform maintenance renewal tracking
with the vendor
– Renewals come back to you ensuring future annuity business!
• Unmatched Support
– 2015 - 100% CSAT rating
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GoldSeal Support Pricing for IP Office
Part Number Material Description List Price Partner Cost NotesWGSS-AVA-BOH-25HR GoldSeal 25 Block of Hours 8X5 Select Avaya 2,625.00$ 2,231.25$
WGSS-AVA-BOH-50HR GoldSeal 50 Block of Hours 8X5 Select Avaya 5,000.00$ 4,250.00$
WGSS-AVA-IPO-500V2-1YR GoldSeal Support 1YR Avaya Base 500v2 300.00$ 255.00$
WGSS-AVA-IPO-SE-1YR GoldSeal Support 1YR Avaya Base SE 500.00$ 425.00$
WGSS-AVA-IPO-IPOCC-1YR GoldSeal Support 1YR Avaya Base IPOCC 1,000.00$ 850.00$
WGSS-AVA-IPO-STU-1YR GoldSeal Support 1YR Avaya IPO User Tel 28.24$ 24.00$ Charge per User
WGSS-AVA-IPO-UCU-1YR GoldSeal Support 1YR Avaya IPO User UC 35.29$ 30.00$ Charge per User
WGSS-AVA-IPOCC-AGENT-1YR GoldSeal Support 1YR Avaya IPOCC Agent 112.94$ 96.00$ Charge per Agent
WGSS-AVA-IPOCC-SUP-1YR GoldSeal Support 1YR Avaya IPOCC Supervisor 141.18$ 120.00$ Charge per Supervisor
WGSS-AVA-IPO-500V2-3YR GoldSeal Support 3YR Avaya Base 500v2 750.00$ 637.50$
WGSS-AVA-IPO-SE-3YR GoldSeal Support 3YR Avaya Base SE 1,250.00$ 1,062.50$
WGSS-AVA-IPO-IPOCC-3YR GoldSeal Support 3YR Avaya Base IPOCC 2,500.00$ 2,125.00$
WGSS-AVA-IPO-STU-3YR GoldSeal Support 3YR Avaya IPO User Tel 76.24$ 64.80$ Charge per User
WGSS-AVA-IPO-UCU-3YR GoldSeal Support 3YR Avaya IPO User UC 95.29$ 81.00$ Charge per User
WGSS-AVA-IPOCC-AGENT-3YR GoldSeal Support 3YR Avaya IPOCC Agent 304.94$ 259.20$ Charge per Agent
WGSS-AVA-IPOCC-SUP-3YR GoldSeal Support 3YR Avaya IPOCC Supervisor 381.18$ 324.00$ Charge per Supervisor
WGSS-AVA-IPO-500V2-5YR GoldSeal Support 5YR Avaya Base 500v2 1,200.00$ 1,020.00$
WGSS-AVA-IPO-SE-5YR GoldSeal Support 5YR Avaya Base SE 2,000.00$ 1,700.00$
WGSS-AVA-IPO-IPOCC-5YR GoldSeal Support 5YR Avaya Base IPOCC 4,000.00$ 3,400.00$
WGSS-AVA-IPO-STU-5YR GoldSeal Support 5YR Avaya IPO User Tel 120.00$ 102.00$ Charge per User
WGSS-AVA-IPO-UCU-5YR GoldSeal Support 5YR Avaya IPO User UC 150.00$ 127.50$ Charge per User
WGSS-AVA-IPOCC-AGENT-5YR GoldSeal Support 5YR Avaya IPOCC Agent 480.00$ 408.00$ Charge per Agent
WGSS-AVA-IPOCC-SUP-5YR GoldSeal Support 5YR Avaya IPOCC Supervisor 600.00$ 510.00$ Charge per Supervisor
GoldSeal Support
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Professional Services
Professional Services
• Capacity, capability, reach
• Designed to complement your skills
• Multi-vendor, multi-technology deployments
• Smart-hands to certified professionals providing basic onsite labor to complete turnkey solutions
• Remote deployment expertise
Reseller Benefits
• Enablement without competition
• Competitive pricing
• Leverage remote engineering and reduce traditional travel expenses
• Go to market quicker with new products and technologies
Services Include
• Implementations (remote or onsite) • Migrations and updates (remote or onsite) • Consultancy • Field based smart-hands labor
INSPAN
• Westcon Service Alliance network • Network of 3rd party suppliers • Capability to deliver 100+ countries • Qualified and managed by Westcon
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Professional Services for Avaya IP Office • Westcon Remote installation services
– Utilize experience GoldSeal Engineers
– Remote programming of all IPO sized environments
– Remote programming of standard IPOCC deployments
– Services include:
• Customer interview and data gathering session
• Loading customer data to meet system requirements
• Assisting in support with circuit providers for proper configuration and trouble shooting
• Remotely deploying Avaya IPO applications to support overall solution
• Testing inbound and outbound calling paths and user/hunt group operation
– Can pair up with your own deployment team or Westcon provided Smart Hands
• Smart Hands
– Can be deployed to unbox, rack and place equipment for customer and plug in all necessary connections
– Will work with Remote programming team to provide access to equipment to finalize project
• Pricing Tool
– http://ServiceCaddy.westcon.com & http://ipoconfigurator.com
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Professional Services Pricing – IP Office
Part Number Material Description List Price Partner Cost NotesWGPS-AVA-INST-IPOV2 WPS Remote Install IPO 500V2 $ 400.00 340.00$
WGPS-AVA-INST-IPOSE WPS Remote Install IPO SE $ 400.00 340.00$
WGPS-AVA-IPOHS-PROG WPS Remote Install Hosted IPO $ 400.00 340.00$
WGPS-AVA-INST-IPOEXP WPS Remote Install IPO SE Exp Site $ 250.00 212.50$
WGPS-AVA-IPO-USER-TEL WPS Remote Prog IPO Telephony User $ 5.00 4.25$ Charge per User
WGPS-AVA-IPO-USER-UC WPS Remote Prog IPO UC User $ 7.00 5.95$ Charge per User
WGPS-AVA-INST-IPOCC WPS Custom Install Services Avaya IPOCC CUSTOM CUSTOM Custom Quoted Only
WGPS-AVA-IPOCC-AGENT WPS Remote Prog IPOCC Agent $ 100.00 85.00$ Charge per Agent
WGPS-AVA-IPOCC-SUP WPS Remote Prog IPOCC Supervisor $ 250.00 212.50$ Charge per Supervisor
WGPS-AVA-CUST-SVR-PREP WPS Remote Install Cust Provided Server $ 500.00 425.00$
WGPS-AVA-SRV-PREP WPS Remote Install Appliance Server $ 300.00 255.00$
WGPS-AVA-WG-SRV-PREP WPS Remote Install WG Provided Server $ 150.00 127.50$
WGPS-AVA-VID-XTE-PROG WPS Remote Install XT Scopia Server $ 800.00 680.00$
WGPS-AVA-SBC-SM-PROG WPS Remote Inst&Prog SBC Ent Server $ 1,200.00 1,020.00$
WGPS-AVA-HR-IPO WPS Remote install hour 8x5 IPO and Supported applications $ 125.00 106.25$
WGPS-AVA-BOH-25HR WPS 25 Block of Hours 8X5 Select Avaya $ 2,625.00 2,231.25$
WGPS-AVA-BOH-50HR WPS 50 Block of Hours 8X5 Select Avaya $ 5,000.00 4,250.00$
Part Number Material Description List Price Partner Cost NotesWGPS-AVA-SMARTHD-DAY Smart Hands 8x5 Day 1,000.00$ 850.00$
WGPS-AVA-SMARTHD Smart Hands 8x5 HR 135.00$ 114.75$
WGPS-AVA-SMARTHD-OOH Smart Hands OOH HR 200.00$ 170.00$
WGPS-GEN-SMARTHD-SURVEY Site Survey 540.00$ 459.00$
Remote Installation
Smart Hands
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Education Services
Westcon-Comstor Academy
• 30 year commitment to channel education
• Authorized Training Center helping you meet technical vendor requirements
• Instructor-led Virtual, On-site and Custom training
• Certified Instructors are practicing field Engineers
• Dedicated labs available for all students
Reseller Benefits
• Eliminate travel expenses
• Sell Westcon training and earn higher margins
• Train your staff for less
• Access to partner training at reduced prices
Authorize Training Center
• Palo Alto Networks • Blue Coat • HP Enterprise Security
Additional Vendors
• Relationship with Global Knowledge and others • Cisco • Microsoft • F5 • Juniper
• VMWare • IBM • Industry Certs • Business Skills
• Avaya • SMART Technologies • Checkpoint
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Avaya Education
• 7720C - IP Office™ Platform Basic Integration and Configuration (List $2,352, Partner price $1,900)
– This 5-day Instructor Led class is designed for individuals responsible for the implementation skills they need to customize and administer an IP Office™ Platform solution and those preparing for the ACIS–Avaya Midmarket Team Engagement Solutions or ACSS– IP Office™ Platform credential.
• Avaya - IP Office SBC: SIP Trunking & Remote Worker Technical Workshop (List $1,200, Partner price $999)
– Westcon has created a 2-day workshop around the installation and administration of Avaya IP Office Session Border Controller for the Midmarket, covering both SIP Trunks and Remote Workers.
• Avaya IP Office Basic Administration Training (List $500, Partner price $425)
– IP Office Basic Administration Training is designed for Westcon partners and end-users with responsibilities their or their customer's Avaya IP Office Communication System.
• Available 2 Hour Training Sessions (List $199, Partner price $169)
– 3rd Party Endpoint Configuration
– SIP Trunk Programming, Monitoring & Troubleshooting
– Voicemail to Email UMS, IPO MAPI Integration, Exchange integration, Simple SMTP
– OneX Portal CSTA\VM Pro connectivity issues
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Supply Chain Services
Supply Chain Services
• End-to-end value
• Offload system assembly, firmware updates, testing, and basic configuration for installations
• Asset Tagging, labeling, and data capture
• Short/long term storage, consignment & bailment
• Business process outsourcing
Reseller Benefits
• We do it for less and can scale to meet demand
• Free up expensive staff to concentrate on more profitable work
• Eliminate RMA/DOA expenses
• Significantly reduce shipping cost
• Improve cash flow by 7-14 days
Services Include
• Integration Services • Reverse Logistics • Logistic Services • Supply Chain Project Management
Logistic Center
• Located in Plainfield, IN • More than 128K Square feet • ISO 9001:2008 Certified • 5K Square feet Integration Center
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Integration Services
Integration
• Westcon’s Integration team can ensure that your customer is satisfied and protected during system setup, testing and basic configurations for installations.
• Our processes and methodologies provide the basis for services and task handling that instantly frees your staff to focus on core, profitable business.
Features Include
• Staging Services • Component Assembly and Testing • Software and Firmware Updates • Extended Burn-in Testing • Configuration Services • Tagging (Asset / RFID / UID) • Customize device, box and pallet labeling • Bench Space and Resource rental • Customer remote and on premise access • Supply Chain Office (Project Management)
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Logistic Services
• Inventory Management
• 3rd Party Warehousing & Logistics (3PL)
• Supply Chain Outsourcing (4PL)
• After-Hours Emergency Fulfillment
• Custom Labeling / Custom Kitting
• Private Label Delivery
• Customized Packing Slips
• Specialized & Secure Shipping Options
• Transportation Management
Reverse Logistics
• Hardware Collection/ Box Provisioning
• Screening & Disposition
• De-configuration & Data Wipe
• De-Staging of installed components
• Consigned Storage
• Staging and Testing for re-use
• Product Reclaiming
• Vendor Trade-in and Disposal
• Returns Management & Validation
• Product EOL Management-Product Disposal and Certification
Project Management
• Statements of work
• Bills of materials
• Scope creep
• Delivery Coordination
• Pre-configuration
• Deployment Management
• Global shipment & fulfilment
• Short & long term storage programs
• Automated reporting / asset tracking
• Import/Export Remote Monitoring
• Conduit with Stakeholders
Jeffrey Kastroll Director of Services
[email protected] +1 412 209 1075
For more information contact: