avaya ucd product management...1.9.4 ibm/lotus notes and sametime 20 1.9.5 microsoft outlook...

Feb. 19 2007 Meeting Exchange Express Edition R1.5 Product & Services Offer Description Avaya Proprietary and Confidential

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Avaya UCD Product Management

Subject:

Meeting Exchange Express Edition Release 1.5 Product & Services Offer Description Issue: 2.0

Date:

From:

February 9, 2007 Seán Finlay & Ruben Martinez

ABSTRACT This document describes the Avaya Meeting Exchange Express Edition Conferencing Application Software Release 1.5 and Meeting Exchange S6100 Conference Server Hardware product and services offer. CONTACT TITLE PHONE EMAIL

Seán Finlay Product Manager 353.1.207.5663 [email protected]

Ruben Martinez

Maintenance Offer Manager

972.745.6067 [email protected]


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TABLE OF CONTENTS

1. PRODUCT OFFER 5

1.1 Target Market 5

1.2 Availability 7

1.3 MX S6100 Offer Description 7

1.4 Offer Deployment View 8 1.4.1 IBM/Lotus Notes and Sametime Integration 8

1.5 Customer Benefits 8

1.6 Features 9 1.6.1 User Accounts 9 1.6.2 Conference Features 9 1.6.3 Administrator Interface 9 1.6.4 Moderator Interface 10 1.6.5 End User Scheduling 10 1.6.6 Sametime Connect and Sametime Meeting Center Integration 10 1.6.7 Microsoft Outlook 2003 and 2007 Integration 11 1.6.8 Localization and Availability for Non-English Speaking Regions 13 1.6.9 APIs 13

1.7 Ordering the MX Express Solution Using ASD 14 1.7.1 Basic Ordering Requirements for Each Offer 14 1.7.2 Turn-key VoIP Offer Contents 14 1.7.3 Turnkey TDM Offer Contents 15 1.7.4 Software Only Solution 15 1.7.5 Integration Options 17

1.7.5.1 Designs with IBM integration Option 18 1.7.5.2 Designs with Microsoft Outlook Conference Scheduler Option 18 1.7.5.3 Designs with Directory Server Integration (LDAP) Option 18

1.8 Hardware Platform Description 18

1.9 SAP Material Codes and Pricing 18 1.9.1 Basic Materials for Hardware and Software Offer 19 1.9.2 Field Replaceable Units (FRUs) 19 1.9.3 Upgrade Materials 20 1.9.4 IBM/Lotus Notes and Sametime 20 1.9.5 Microsoft Outlook Conference Scheduler 20 1.9.6 Directory Server Integration (LDAP) 21

1.10 Compliance Issues 21

1.11 Customer Benefits 21

1.12 Briefing Centers and Demos 22

1.13 Customer Reference Program 22


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1.14 Documentation 22

2. MAINTENANCE SUPPORT SERVICES OFFER 23

2.1 Offer Summary 23 2.1.1 Warranty 23 2.1.2 Software Support 26 2.1.3 Hardware Support 26

2.2 Software Support Offer Details 26 2.2.1 Software Support Plus Upgrades 27

2.2.1.1 Avaya’s Responsibilities 27 2.2.1.2 Customer Responsibilities 27

2.2.2 Service Exclusions for Software Support Offers 28

2.3 Hardware Support Offer Details 29 2.3.1 Remote Hardware Support with APR 29

2.3.1.1 Avaya’s Responsibilities 29 2.3.1.2 Customer Responsibilities 30

2.3.2 On-site Hardware Maintenance 31 2.3.2.1 Avaya’s Responsibilities 32 2.3.2.2 Customer Responsibilities 32

2.3.3 Service Exclusions for Hardware Support Offers 32

2.4 Cancellation/Termination 33

2.5 Pricing 34 2.5.1 Software Support Offers 34 2.5.2 Hardware Support Offers 34 2.5.3 One Time Fees 35

2.5.3.1 Re-Initiation Fee 35 2.5.3.2 Equalization Fee 35

2.6 Compensation 36

2.7 Discounting Policy 36

2.8 Renewals and Recasts 37 2.8.1 Software Support Coverage (Not available for MX Express Edition) 37 2.8.2 Software Support Plus Upgrades Coverage 37

APPENDIX A: SUPPORT OFFER BENEFITS 38

APPENDIX B: RELEASE DEFINITIONS 39

APPENDIX C: INFORMATION ON RFA 42

Software Licensing Through RFA 42

Benefits of RFA 42

Who needs RFA? 42


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Access to RFA 43

Sales Associates 43


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1. Product Offer This offer contains a Meeting Exchange Express Edition software Release 1.5 and Meeting Exchange S6100 Audio Conferencing Server. This offer delivers next generation conference application server architecture combined with a software media server, supporting up to 300 ports of audio conferencing. Release 1.5 builds on the capability of Release 1.0 and offers additional application integration on top of the IBM/Lotus Notes and Sametime integration of R1.0. These options include:

- A Microsoft Outlook Conference Scheduling plug-in - Web Based end user account control and conference scheduling - Directory Server integration via LDAP

This release also supports a range of localizations for major markets including:

– APAC • Japanese, Simplified Chinese and Korean

– EMEA • German

– Support for additional languages will be based on business drivers

These language versions will be made available after the initial launch of the English version of the product. Please refer to the channel launch schedule in the appendix for more information. Language localization is provided at no additional cost This solution provides the customer with a next generation VoIP conferencing platform onto which new conferencing features, scalability enhancements and user interfaces will be added over time. MX Express can be sold: as a pure VoIP solution, a combined VoIP and TDM solution or a pure TDM solution. This offer is available as software only to business partners, any hardware provided separately must meet the hardware specification of the S6100 described below.

1.1 Target Market Meeting Exchange Express Edition is an offer primarily targeted at companies in the Mainstream Communicators segment, as described below:


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1© 2005 Avaya Inc. All rights reserved.

Market Segmentation for Midsize Business

Meeting Exchange Express or Enterprise Ed.Converged IP TelephonyA-la-carte ApplicationsUnified CommunicationMulti-channel IP contact ctrEnd-to-End ServicesHosted, managed solutions

Meeting Exchange ExpressIP/Hybrid TelephonyBundled ApplicationsIntegrated MessagingSingle-channel voice call centerSupport & Remote ServicesHosted solution choices

Meet-me or EMMC ConferencingTraditional to IP TelephonyDiscrete Applications MessagingReceptionists, hunt groupsSupport ServicesHosted solution choices

What they buy

Performance FocusedCost and Value ConsciousCost ConstrainedHow they buy

HighMediumLowWillingness to implement new

technology

Communications Enabled Competitive Advantage

Stable, Secure & Affordable CommunicationsBasic Dial ToneBusiness Needs

Competitive value of Communications

Org

aniz

atio

n Si

ze

20% Strategic Communicators

55%MainstreamCommunicators

25% Basic Communicators

Figure 1: Market Segmentation

2© 2005 Avaya Inc. All rights reserved.

Preferred Conferencing Solutions By Segment

Competitive value of Communications

Org

aniz

atio

n Si

ze

20% Strategic Communicators

55%MainstreamCommunicators

25% Basic Communicators

MEETING EXCHANGE EXPRESS EDITION

• 100-1,000 employees; branch offices• Solution capacity up to 300• Scheduled and Reservation-less

conferencing; fewer features than Enterprise Edition

• Upgrade path from EMMC • IBM Lotus Sametime integration• Microsoft Outlook (Scheduler)

Integration• Software and turn key solutions

MEETING EXCHANGE EXPRESS EDITION

• 100-1,000 employees; branch offices• Solution capacity up to 300• Scheduled and Reservation-less

conferencing; fewer features than Enterprise Edition

• Upgrade path from EMMC • IBM Lotus Sametime integration• Microsoft Outlook (Scheduler)

Integration• Software and turn key solutions

MEETING EXCHANGE ENTERPRISE EDITION

• 250-1,000 or up to an unlimited number of employees• Capacity up to 9,000• Advanced features & applications for administrators & end users• IBM Sametime Integration, •Adobe Connect Pro integration; • Microsoft Outlook, LCS, LM and OCS coming in FY2007•Supported by S6200, S6800 Servers

MEETING EXCHANGE ENTERPRISE EDITION

• 250-1,000 or up to an unlimited number of employees• Capacity up to 9,000• Advanced features & applications for administrators & end users• IBM Sametime Integration, •Adobe Connect Pro integration; • Microsoft Outlook, LCS, LM and OCS coming in FY2007•Supported by S6200, S6800 Servers

EXPANDED MEET-ME CONFERENCING

(EMMC)• Up to 100 employees • Solution capacity 50-300• Meet-me, no additional features• Supported by S8500C Server,

requires Avaya CM 3.0+

EXPANDED MEET-ME CONFERENCING

(EMMC)• Up to 100 employees • Solution capacity 50-300• Meet-me, no additional features• Supported by S8500C Server,

requires Avaya CM 3.0+

Figure 2: Meeting Exchange Offers


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Meeting Exchange Express Edition Release 1.5 supports integration to a wide variety of different enterprise side applications and tools:

• Integration with IBM/Lotus Sametime version 7.5 and Notes version 7.0.1 o Enables telephony options on the meeting roster and o Provides “Click-to-Dial” and “Click-to-Conference” capabilities

• Audio Conference Scheduling “plug-in” for Microsoft Outlook

o Dynamic updates and ease of roll out to end-users are key capabilities

• Support for Directory Server integration via LDAP interface o Support for Microsoft Active Directory

• Standalone scheduling capability via Web Based UI

1.2 Availability The solution, including the various integration options, is available from April 2007.

1.3 MX S6100 Offer Description The diagram below shows the different components of the S6100 offer. Figure 3: Components of the Meeting Exchange S6100 Offering


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1.4 Offer Deployment View

1.4.1 IBM/Lotus Notes and Sametime Integration The picture below shows the relationship between the end-user, Sametime server, S6100 control interface (BCAPI) and the Sametime instant meeting display. The S6100 is the conference or media servers in the picture below.

Figure 4: Meeting Exchange Notes-Sametime Integration

1.5 Customer Benefits The S6100 conferencing solution provides a price/performance position for customers that delivers:

• Low administrative overhead and easy field serviceability • Integration with a broad range of knowledge worker applications • Configurable in-conference commands (aka TUI – Telephony User Interface) • Web based administration interface with reports, logging and TUI configuration

options • Web Based audio conference scheduling • Outlook Calendar v11 audio conference scheduling plug-in


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1.6 Features

1.6.1 User Accounts User accounts are loaded into the system from a flat file. As each account is created, an on-demand (reservationless) conference is created and an email notification sent to the user with the details of the conference. Via the LDAP Integration option, user accounts can be imported from a Directory Server using the light weight directory access protocol (LDAP)

1.6.2 Conference Features The S6100 provides a rich set of DTMF command to support various in-conference actions e.g. mute, un-mute as well as DTMF commands to change conference characteristics e.g. turn on music on hold, entry tones. A full list of the features supports is provided in the supporting administration documentation. Through the administrator interface the mappings between DTMF sequences and commands can be modified, allowing the customer to build their own custom set of in-conference commands or allowing a provider to tailor the commands to match those with which the customer may already be familiar

1.6.3 Administrator Interface This web based interface is served by a built-in web server on the S6100 system. Through this interface the system administrator can:

• Configure System Address Parameters • Set system logging controls • Configure Billing, Reports and Recording Directories • Setting Blast Dial Controls • Configure System Error Settings • Configure Conference Playback Controls • Configure URI to Service Map • Configuring Telephone Numbers to URI Map • Creating Moderator Key Maps • Creating Participant Key Maps • TDM Gateway Configuration (if installed) • Administration account management • View Alarms and Logs • Audio Conference Scheduling • LDAP Configuration UI


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1.6.4 Moderator Interface Release 1.5 adds a Wed UI access for moderators or end-users to manage their account details and create conference scheduled. And it includes the following functions:

• Individual Account Management • On-line Help • Audio Conference Scheduling

1.6.5 End User Scheduling End users can login to the web server on the MX Express system once their account has been established. Through this login, end-users (moderators) can schedule their audio conferences directly on the system. A scheduled meeting can be used whenever ports need to be guaranteed for the meeting e.g. an all-hands meeting, a crisis meeting, top-level executive conference, customer meetings etc. In general reservation-less (or On Demand) conferences are used for in-house meetings and project team calls. Scheduled conferences are then used when the occasion demands it.

1.6.6 Sametime Connect and Sametime Meeting Center Integration Figure 4: Meeting Exchange Notes-Sametime Integration shows how the MX solution is deployed in IBM/Lotus Sametime and Notes environments. The Click-to-Call functionality is enabled in Sametime Connect Client. Audio Conference passcodes can be configured in the Sametime Meeting Center whenever a new Sametime meeting is being scheduled. The following pictures show how this integration looks to the end user:

Figure 5: Sametime Connect Client Integration


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Below is the Sametime meeting Center scheduling form showing the integrated Audio Conference parameters.1

Figure 6: Sametime Meeting Center – Creating a new Sametime Web Meeting

1.6.7 Microsoft Outlook 2003 and 2007 Integration The GUI plug-in component is available for download from the MX Express server itself. The end user is provided with a link in their email indicating the location of the software, click the link and the UI component is downloaded from the server and installed into their Outlook Calendar application. The Conference Scheduling page for Outlook is shown below. The administration guide for the product documents all pre-requisites are required to support the plug-in. Through the plug-in you can associate your demand (reservationless) conference with your Outlook meeting OR schedule a new audio conference and associate it with your Outlook meeting. Scheduling audio ports in this way reserves the ports on the bridge.

1 Audio Conference Ports are no-scheduled with the Sametime integration, the end-users demand conference details are used. Scheduling for Notes and Sametime is planned as part of a follow on release of this platform


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Figure 7: Outlook Conference Scheduler Plug-In The lists of options shown below the line, in the picture above are built dynamically, based on the type of Conference Scheduling profile associate with the account.


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1.6.8 Localization and Availability for Non-English Speaking Regions Meeting Exchange Express Edition R1.5 is available for a number of markets outside the traditional English speaking regions (NAR, UK). The localization covers: administrator and end user documentation, Web User Interface (admin and moderator views), Outlook plug-in, Sametime Adapter and all on-line help. The table below included the region and date for them when R1.5 will be available. Region/Country Availability Localization Available

NAR U.S. 02 April 2007

Canada (but not FR Canadian) 02 April 2007 EMEA

U.K. 02 April 2007 Germany May 2007

APAC Australia 02 April 2007

New Zealand 02 April 2007 Singapore 02 April 2007

India 02 April 2007 Hong Kong 02 April 2007

China May 2007 Japan May 2007 Korea May 2007

Table 1: Localization Availability The product is not restricted from sale in other regions where English is the business language. As business needs dictate the product can be offered in other languages, please contact the product manager for more information.

1.6.9 APIs The system supports two APIs: DSAPI and BCAPI. • DSAPI is provided for customers to support scheduling and account management

tasks. • BCAPI is provided to allow end-users to access conference management features. Separate BCAPI and DSAPI programmers guides are available. Both contain sample code to aid the programmer in their implementation.


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1.7 Ordering the MX Express Solution Using ASD Meeting Exchange Express Edition is ordered through ASD by first selecting the Meeting Exchange product family from the opening page. Select Express and the Meeting Exchange Edition, S6100 or S6100 Software Only as the platform and R1.5 and the release.

Figure 8: Selecting the Express Edition Option The Meeting Exchange Express Edition is licensed on a Right to Use (RTU) basis. Each RTU license is equivalent to one conferencing port.

1.7.1 Basic Ordering Requirements for Each Offer To order either the software only offer OR the turnkey VoIP offer, the minimum information needed is: Number of Licenses. To order turnkey TDM/VoIP solution, the minimum information needed is: Number of Licenses, Number of TDM ports, whether the protocol is T1 or E1. For both these offers Groupware capability is an option.

1.7.2 Turn-key VoIP Offer Contents

• The S6100 server is shipped with the conferencing application software installed.

• A CD with MX EXPRESS AUDIO CONF SFTW CD R1.5 is supplied as part of the package

• On-site installation will be performed by an Avaya Authorized installer


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• At the customer site up to three fast Ethernet (100 Meg) switch ports are required on to support this installation. The two ports are used to connect the S6100 server to the customer’s VoIP network. The second port provides layer 2 redundancy. A third Ethernet port is required to support the VPN access (if it is being provided through the network for services), otherwise a modem can be used. All turn-key solutions are shipped with a modem.

• The materials codes for the different integration offers are shown in the tables in the previous sections.

1.7.3 Turnkey TDM Offer Contents

• The S6100 server is shipped with the conferencing application software installed

• A CD with MX EXPRESS AUDIO CONF SFTW CD R1.5 is supplied as part of the package

• TDM to VoIP is supported via AudioCodes Media Gateway PCI card. The AudioCodes can be provided in either T1 or EI configurations depending on the customer’s requirements. The system can be ordered with either of 2 cards that support different port ranges as described below:

o For 1-48 T1 TDM Ports or 1-60 E1 TDM Ports

o For 49-192 T1 TDM Ports or 61-240 E1 TDM Ports

• On-site installation will be performed by an Avaya Authorized installer

• At the customer site, three fast Ethernet (100 Meg) switch ports are required on the customer site to support this installation. The two ports are used to connect the S6100 server to the customer’s VoIP network. The second port provides layer 2 redundancy. The third port is used to connect the Media Gateway to the VoIP network. An additional port may be required to support the services offer (if purchased).

• The various materials codes for the different integration offers are shown in the tables in the previous sections.

1.7.4 Software Only Solution

No hardware, only software.

• A CD with the MX EXPRESS AUDIO CONF SFTW CD R1.5 is provided

• Channel or business partner provides the server. The server must be an exact match for the MX AUDIO CONF 2CPU 2GIG SRVR RHS. Note on the ORDER: “This software is only qualified on the IBM xSeries 336 server platform. Specific hardware configuration details are available from your Avaya representative.”


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Table 2: Meeting Exchange S6100 Audio Conference Server Hardware Specification, shows the IBM x336 configuration that the MX Express software has been qualified to run on, including IBM part numbers:

• The materials codes for the different integration offers are shown in the tables in the previous sections.


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1.7.5 Integration Options The following integration options are available through ASD (via piece part order)

Figure 9: Integration Options in ASD The IBM and Microsoft Outlook options are licensed on a per user basis. When sizing a conferencing system for a typical enterprise deployment, a ratio of 10 users to each port is recommended. This ratio is not enforced and should be used as a guide. Therefore if the enterprise has 1000 employees, 100 audio conferencing ports would be required. During the design use 100 as the quantity of ports and 1000 for the quantity of Sametime/Notes or Outlook Conference Scheduler options above. ASD will allow you to enter any quantity for either option as long as the value is the same or greater than the number of ports selected. There is a single license for IBM integration but the Microsoft Outlook option has a 9-tier offer structure. Directory server option is a one time license. Microsoft Communication Server integrations are not yet available. The Adobe option is for the MX Enterprise offer. Microsoft Integration will be available as part of the MX Express R1.6 delivery. Microsoft Live Meeting Integration is not available for this offer.


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1.7.5.1 Designs with IBM integration Option If this solution is being designed for an environment where integration with IBM/Lotus Notes and Sametime is required, use the field to enter the quantity of end user licenses required. This quantity cannot be less than the quantity of conference ports selected. A value entered here will cause the Integration CD and Integration licenses to be added to the design.

1.7.5.2 Designs with Microsoft Outlook Conference Scheduler Option Use the Outlook Conference Scheduler option to specify the quantity of end users that require the conference schedule plug-in component. As described earlier this plug-in offers conference scheduling from inside the Outlook Meeting Schedudler.

1.7.5.3 Designs with Directory Server Integration (LDAP) Option When the LDAP Integration option is selected a one off license to support this integration if called out on the resulting design.

1.8 Hardware Platform Description The table below defines the various components of the approved hardware for this offer.

Table 2: Meeting Exchange S6100 Audio Conference Server Hardware Specification

1.9 SAP Material Codes and Pricing The following table contains the material codes, descriptions and list pricing for all the components of this offer including the groupware integration option.

IBM x336 for Meeting Exchange Express Edition

Qty Description Vendor P/N

1x336, Xeon 3.2GHz/800MHz,2MB L2, 2x512MB, O/Bay HS U320, 585W, Rack

88372RG

1xSeries 3.2 GHz/800MHz, 2MB L2, Upgrade with Xeon Processor and EM64T

40K2511

2IBM 73.4 GB Hot-Swap U320 10K SCSI SSL Drive 40K1023

1PRO/1000 GT Dual Port Server Adapter by Intel 73P5101

1 585 W hot-swap (North America) 39Y69531 585 W hot-swap Power Supply (Worldwide) 39Y6954

1 1GB (2x512MB) PC2-3200 ECC DDR SDRAM RDIMM Kit

39M5821

This is the ONLY supported hardware configuration today


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1.9.1 Basic Materials for Hardware and Software Offer SAP Material

Code Description (short form) List Pricing

700407489 MX AUDIO CONF 2CPU 2GIG SRVR RHS (formerly

S6100 Server) 12,500.00

700429889 MX EXPRESS AUDIO CONF SFTW CD R1.5 175.00

RTUs

202940 MEETING EXCHANGE EXPRESS R1.5 RIGHT TO

USE 1 TO 5 750.00


USE 6 TO 10 700.00


USE 11 TO 25 650.00


USE 26 TO 50 625.00


USE 51 TO 100 600.00


USE 101 TO 250 570.00


USE 251 TO 500 500.00

Audio Codes Media Gateway Cards

700407455 MX AUDIOCODES TP260A/60 2 SPAN RHS 9,699.00

700407471 MX AUDIOCODES TP260A/240 8 SPAN RHS 22,699.00 Table 3: SAP Material Codes and List Pricing

1.9.2 Field Replaceable Units (FRUs) A number of components of the S6100 hardware can be replaced in the field and these are listed here: Material Code

Description List Pricing

700407505 MX S6100 HOT SWAP REDUNDANT PWR SUPP RHS

1,044.00

700407513 MX S6100 73GB IBM U320 SCSI DRIVE RHS 1,234.00 700407521 MX S6100 40x40x56 FAN RHS 428.57 700407539 MX S6100 40x40x28 FAN RHS 2431.75 700284623 Dual NIC 350.00

Table 4: Table of FRUs There are two different fan modules in the IBM x336 hence the difference in pricing above.


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The system and the TDM gateway cards are field replaceable and covered by the material codes in Table 3: SAP Material Codes and List Pricing.

1.9.3 Upgrade Materials The following materials have been defined for upgrading from 1.0 to 1.5 there is no charger for the upgrade for customers with a “Maintenance and Software Upgrades” maintenance entitlement SAP Material


202949 MEETING EXCHANGE EXPRESS V1.0 TO R1.5 UPGRADE RIGHT TO USE 1 TO 5

0.00


0.00


0.00


0.00


0.00


0.00


0.00

Table 5: Upgrade Offer SAP Material Codes and List Pricing

1.9.4 IBM/Lotus Notes and Sametime SAP Material


700383243 MEETING EXCHANGE GROUPWARE RTU 20.002

700420748 MEETING EXCHANGE GE ORCH LOTUS CD 1.0.5 10.00 Table 6: IBM/Lotus Notes and Sametime Integration

1.9.5 Microsoft Outlook Conference Scheduler SAP Material


200893 MX OUTLOOK SCHEDULER R1.5 RTU 1-5 100.00








2 The number of groupware licenses is 10 times the number of RTUs purchased. E.g. for a 100 RTU purchase you will need to purchase 1000 Groupware licenses.


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200901 MX OUTLOOK SCHEDULER R1.5 RTU 1001+ 20.00 Table 7: Microsoft Conference Scheduler

1.9.6 Directory Server Integration (LDAP) SAP Material


200890 MX LDAP INTEGRATION FOR R1.5 LIC $5000.00 Table 8: Directory Server Integration Offer In many cases the LDAP Integration is not a cookie-cutter solution, hence you may want to call Avaya’s CSI team to assess the LDAP integration effort.

1.10 Compliance Issues Avaya MX 6100 Interoperability

• This solution is intended to only work the IBM x336 server platform described in

section 1.8, above.

Regulatory Compliance, Environmental Requirements and Limitations

Can be provided on request

1.11 Customer Benefits Here is an example from Release 1.0. Customer deployed a 70 port Meeting Exchange Express as part of a IPT convergence project.

Challenge – Reduce spending on conferencing services.

Solution – Meeting Exchange Express with 70 ports/ licenses, supporting 300 user

accounts. – Held 1,136 conference calls comprising 1.7 million minutes and including

3,385 participants in first 3 months of use Value Created

– Realized ROI in 1 month and savings of $87,000 in first 3 months. – Upgraded network to IP and realized additional savings by running all

voice traffic over IP network. – Expect to save around $400,000 in 2007, plus an additional $30,000

(estimated) in reduction of international calls. – Administration and management of the system are easier than expected.


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1.12 Briefing Centers and Demos The Briefing center in Florida can be used to provide Sametime and Notes Integration demos. Contact Sergio Re for more details, [email protected]

1.13 Customer Reference Program This section will be updated after the completion of the beta trials.

1.14 Documentation All of the documentation for this solution can be found on http://support.avaya.com


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2. Maintenance Support Services Offer Avaya Global Services (AGS) offers an array of service options to maintain and support customers' Conferencing Solutions. Avaya provides a single point of accountability for remote and on-site technical support, priority response, rapid trouble isolation and resolution, and parts replacement to maximize communication system uptime while protecting equipment investments. Support services for the Meeting Exchange Express Edition Audio Conferencing solution will be subject to the next generation of services agreements that moves Avaya to a structure that is simple, flexible, and competitive. Avaya continues to create services to meet our customer’s business needs in the ever changing customer economy, and add value to our customer’s communication network investment. This new generation of service agreements un-bundles hardware and software support into separate offers with a variety of coverage options.

(1) Software Support: a. Software Support 24X7 (Not available for MX Express Edition) b. Software Support Plus Upgrades 24X7

(2) Hardware Support: a. Remote Hardware Support with Advanced Parts Replacement (APR)

24X7 b. Onsite Hardware Maintenance 8X5 c. Onsite Hardware Maintenance 24x7

In addition to these support offers, Avaya Global Services will continue to offer Extended Support on end-of-sale/end-of-manufacture-support products, Maintenance Assist, Managed Services and Avaya Partner Support Services for authorized ECG Business Partners.

2.1 Offer Summary For the purpose of this document, Software Support starts after installation of the product and Hardware Support starts with the customer acceptance of the product. This occurs after the provisioning process ends or, for customer installed product/equipment, when the product/equipment arrives on site. The Service Process ends when Avaya is notified in writing, that the product has been taken out of service or when Avaya Services no longer supports it. .

2.1.1 Warranty Avaya provides a limited set of service entitlements during the warranty period. For full support during the warranty period, customers must purchase “Day One” maintenance. In the past, AGS practice has been to provide a level of service consistent with the


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customer’s Post-Warranty Coverage during the warranty period. AGS will begin limiting entitlements to customers who choose not to purchase a support agreement during the warranty period, to only the entitlements specified in the warranty policy. In order to continue to receive the same level of support and entitlements, a service contract must be in place beginning on day one. Avaya’s Manufacturer Warranty policy is not changing. The Hardware Warranty provides a one (1) year return to factory for repair or replacement. For customers that purchase a Software solution, a 90 day warranty will be in effect. Avaya’s Warranty Policy can be accessed on support.avaya.com under the heading “Additional Information”. Click on the link “Avaya US Warranty Policy” or use the link below. http://support.avaya.com/japple/css/japple?PAGE=Home . Avaya’s Manufacturer Warranty states that the Product will conform to and operate in accordance with the applicable documentation in all material respects. If a service support agreement is not purchased at point of sale then Software product entitlements during the warranty period are restricted to the following:

• Media replacement • Access to website for patches and bug fixes • Access to RTS for defect isolation/resolution only, all other troubleshooting and

assistance is chargeable. (Per the documented US Warranty Policy: If Avaya determines that the Product was operating in conformance with its applicable warranty, Avaya may charge Customer for error identification or correction efforts, repair, replacement and shipment costs at Avaya’s then current rates.)

For products supported by either a Software Support or Software Support Plus Upgrades agreement there will be no Time and Materials option for support on Avaya software. Customers must maintain their Software Support contract to receive support. If a service support agreement is not purchased at point of sale then Hardware product entitlements during the warranty period are restricted to the following:

• Repair or replace the Product to achieve conformance or refund to Customer the applicable Fees upon return of the non-conforming Product to Avaya.

• Replacement Hardware may be new, factory reconditioned, refurbished, re-manufactured or functionally equivalent and will be furnished only on an exchange basis.

• Access to website for firmware fixes • Access to RTS for defect isolation/resolution only, all other troubleshooting and

assistance is chargeable. (Per the documented US Warranty Policy: If Avaya determines that the Product was operating in conformance with its applicable warranty, Avaya may charge Customer for error identification or correction efforts, repair, replacement and shipment costs at Avaya’s then current rates.)


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For OEM Products, the warranty service is provided by the Vendor, Avaya provides Day One maintenance on the OEM Products. A large percentage of customers have grown to expect the support of the Global Services Delivery Organization. For support during the warranty period, customers must purchase Avaya's Software Support and Hardware Maintenance for new product releases. Customers will then receive services during the warranty period that are consistent with the type of coverage they’ve purchased. In the past, Avaya Global Services has provided a level of service consistent with having a Maintenance Contract during the warranty period. Avaya will begin limiting benefits to customers who choose not to purchase Avaya's Software Support and Hardware Maintenance at the time of product purchase, to only the benefits specified in the warranty policy. Customers who do not have a support agreement will receive support in accordance with the Avaya standard Warranty Policy. Standard Warranty Policy does not include:

24/7 Monitoring/Alarming EXPERT SystemsSM

Toll Fraud Identification Power Surge Protection Preventive Maintenance Security Scanning Out of Hours Support On-Site Service Priority Service Over Per Incident Advance Parts Replacement Maintenance Software Permissions (MSP’s) Access to any enhancement support offers (SMB specific)

Hardware warranty support for products sold via the Indirect Channel is handled through the channel/business partner unless they have purchased an Avaya Hardware Maintenance. Diagram of warranty and service start: (months)

1 2 3 4 5 … 11 12 13 14 … 36SW Warranty

SS Term SS renewals

SS+U Term

HW Warranty HW Maintenance


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2.1.2 Software Support AGS will only offer Software Support Plus Upgrades for Release R1.5 of Meeting Exchange Express Edition Software. Meeting Exchange Software Support Plus Upgrades includes 7X24 hour access to Avaya’s Global Technical Support (GTS) team, trouble ticket creation thru the Web, on-line chat3, and access to self-help website, patch and bug fixes, major and minor releases4 for the most recent Meeting Exchange Express Edition software release.

2.1.3 Hardware Support AGS will offer two levels of support on Avaya’s Meeting Exchange S6100 Audio Conferencing Server; Remote Hardware Support with APR and On-site Hardware Maintenance. Meeting Exchange Remote Hardware Support with APR provides 7X24 hour access to Avaya’s Global Services Delivery, trouble ticket creation thru the Web, access to self-help website and firmware updates, and next business day shipment of Advanced Parts Replacement. Meeting Exchange Express Edition On-site Hardware Maintenance 8X5 and Meeting Exchange Express Edition On-site Hardware Maintenance 24X7 provide the same service entitlements as Remote Hardware Support with Advance Parts Replacement along with the dispatch of experienced technicians and replacement parts for hardware and troubleshooting, priority call queuing, preventative maintenance and on-site labor and parts for any hardware Product Correction Notices. On-site Hardware Support is limited to the supported hardware and can only be purchased if the Customer has an Avaya Software Support Plus Upgrades service agreement.

2.2 Software Support Offer Details Avaya’s Software Support entitlement contains a single level of support for the Meeting Exchange Express Release R1.5 Conferencing Software. Meeting Exchange Software Support Plus Upgrades is the default level of support and provides software upgrades during the term of the service agreement. Software Support Plus Upgrades is required with each and every software license sale globally regardless of the sales channel. Special Bids authorization will be required to remove Software Support Plus Upgrades from the order.

3 Limited availability, not available for Meeting Exchange. 4 See Addendum A: Update, Upgrade, Minor Release and Major Releases as defined in the Software Evolution Terminology memorandum dated August 18, 2004 by Dean Grayson – Corporate Counsel


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Software Support term starts at in-service date (customer acceptance) for Avaya-installed Software and on the Delivery Date for all other Software. “In Service Date” means the date on which Avaya or an authorized Avaya reseller notifies Customer that the Avaya-installed or reseller-installed Products are installed and in good working order in accordance with applicable Documentation. Remote access is required for our Software Support offers. Without remote access the Avaya remote diagnostic capability is severely limited.

2.2.1 Software Support Plus Upgrades Meeting Exchange Software Support Plus Upgrades is available 24X7 only. Minor Failures will be worked during Standard Business Hours and Major Failures will be worked 24X7, including Avaya designated Holidays. Software Support Plus Upgrades is available for a three (3) year term only and is prepay only; no monthly or quarterly payment terms are available. Payment may be a one-time full payment for all three years or be prepaid annually each of the three years. 2.2.1.1 Avaya’s Responsibilities For the term of the support agreement, Avaya will: • Allow access to Avaya’s self-help website. • Accept trouble tickets both via phone and web created and log tickets into the trouble

ticketing system. . • Provide remote technical support for assistance with configuration, remote

diagnostics to troubleshoot and isolate problems and general usability questions on your covered software application.

• Indicate if support and consultation is beyond general usability are covered or are billable.

• Assist customer with simple, manual work-around and/or patch to covered software applications.

• Assist the customer with arranging for ordering any additional hardware and provisioning services necessary to deploy the upgrade. Additional charges may apply.

• Provide Major and Minor Releases to covered software application without customization, upon customer request, as defined in Appendix B: Release Definitions. All installation, implementation and/or customization services necessary to implement the release/update are not included this support service.

2.2.1.2 Customer Responsibilities

For the term of the support agreement, Customer’s responsibilities include the following: • Provide Avaya a Letter of Agency to act on its behalf with product Manufacturers, as

applicable.


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• Follow installation, operation, software and maintenance instructions of the supported systems’ manufacturers.

• Provide any network documentation necessary for Avaya to deliver effective support. • Advise Avaya of all changes that affect network configurations and operations. • Provide system passwords and equipment access control features required for Avaya

to provide support. • Provide Avaya with remote system access (dial up, VPN or equivalent). • Maintain a procedure external to the software programs for reconstruction of lost or

altered files, data, or programs. • Inform Avaya about changes in the device software. • Request an upgrade when available. • Designate a single point of contact (Customer Contact) and one back-up Customer

Contact as liaisons with Avaya Customer Support. Customer Contacts shall have working knowledge of the Software.

2.2.2 Service Exclusions for Software Support Offers The following exclusions apply to the Software Support offers. • The Software Support Plus Upgrades offer does not cover the hardware platform(s)

on which the software application resides. Customers can purchase separate support agreements for their hardware platforms.

• Support is limited to the software products covered on the support agreement. • Support does not include any customization of, or labor to install, software

application on the hardware. • Software Support Plus Upgrades covers only the actual software application when

upgrading from one release to a subsequent full release. This offer does not cover the following:

– Installation, professional services or other service charges. – Any provisioning of the software. – Any and all equipment costs. – Upgrading of components located in a customer “crash kit” or

maintenance spared equipment. – Hardware changes required to comply with minimum vintage

requirements. – Project Management costs. – Upgrades to any and all adjunct software applications. – New feature functionality or capacity requirements associated with

additional software licensing. – Migrating the software application to a new or different hardware

platform. • Customer’s with Software Support Plus Upgrades who chooses not to upgrade their

software during the term of the support agreement will not be refunded any portion of the Software Support Plus Upgrade payments.

• Media replacement for damages or malfunctions caused by: (1) actions of non-Avaya personnel or the attachment of products not supported by Avaya; (2) failure to follow


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manufacturer's installation, operation, or maintenance instructions; (3) failure of products not serviced under this offer; (4) abuse, misuse, or negligent acts of non-Avaya personnel; (5) repair to products if Customer or Customer authorized party modified the product in any manner, shall not be covered.

• Force Majeure: Avaya shall have no liability for failure in performance or damages due to: fire, explosion, lightning, pest damage, power surges (except as defined in “Power Surge Policy Definition for Avaya Voice Products”5) or failures, strikes or labor disputes, water, acts of God, the elements, war, civil disturbances, acts of civil or military authorities or the public enemy, inability to secure raw materials, transportation facilities, fuel or energy shortages, acts or omissions of communications carriers, unauthorized use of the products, or other causes beyond Avaya control whether or not similar to the foregoing.

2.3 Hardware Support Offer Details Avaya’s Hardware Support contains two levels of coverage to support the Meeting Exchange S6100 Audio Conferencing Server. Meeting Exchange Remote Hardware Support with APR is considered the default level of support and provides a minimum level of hardware coverage. Meeting Exchange On-site Hardware maintenance enhances the default level of support to include a dispatch of on site resources to troubleshoot system faults. Remote access is required for our Hardware Support offers. Without remote access the Avaya remote diagnostic capability is severely limited.

2.3.1 Remote Hardware Support with APR Remote Hardware Support with Advanced Parts Replacement is available 24X7. Minor failures will be worked during Standard Business Hours and major failures will be worked 24X7, including Avaya designated Holidays.

2.3.1.1 Avaya’s Responsibilities For the term of the support agreement: • Allow access to Avaya’s self-help website. • Accept trouble tickets both via phone and web created and log tickets into the trouble

ticketing system. • Provide remote technical support for assistance with configuration, remote

diagnostics to troubleshoot and isolate problems and general usability questions on covered hardware components.

• Use commercially reasonable efforts to provide the requested Advanced Part Replacement next business day if a faulty device is diagnosed.

• Ship parts using our preferred carriers, freight prepaid by Avaya, excluding import duties, taxes and fees where applicable.

5 The Power Surge Policy can be found at: Avaya Enterprise Portal > Services > Product Support > Policies document title: Power Surge Policy Definition for Avaya Voice Products


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• Provide replacement parts that are new, refurbished or reconditioned at Avaya’s discretion.

2.3.1.2 Customer Responsibilities For the term of the support agreement, Customer’s responsibilities include the following: • Keep Avaya proprietary information confidential by not disclosing it to a third party. • Provide Avaya a Letter of Agency to act on their behalf with product Manufacturers,

where applicable. • Follow installation, operation, software and maintenance instructions of the

supported systems’ manufacturers. • Provide any network documentation necessary for Avaya to deliver effective support. • Advise Avaya of all changes that affect network configurations and operations. • Provide system passwords and equipment access control features required for Avaya

to provide support. • Provide login ids, telephone numbers, and security procedures necessary for Avaya

to dial in and access the supported system(s). Avaya’s preferred method of remote access includes PPP protocol with ftp capability.

• Maintain a procedure external to the software programs for reconstruction of lost or altered files, data, or programs.

• Notify Avaya of any misuse of the system. • Inform Avaya about changes in the device software that may effect the operation of

the hardware. • Provide the Avaya Support Center with: the Avaya-provided Site Identification

Number, Customer contact information, and description/severity level of the problem.

• Provide payments that result from a dispatch request for on-site support, which is billed at prevailing Time and Material (T&M) rates.

• Provide Avaya with remote system access (dial up or equivalent). Without remote access the Avaya’s remote diagnostic capability is severely limited.

• Designate a single point of contact (Customer Contact) and one back-up Customer Contact as liaisons with Avaya Customer Support. Customer Contacts shall have working knowledge of the system/solution.

• Contact the Avaya Support Center for replacement of faulty components/devices before 7:00 pm eastern standard time (6:00 p.m. central time, 5:00 p.m. mountain time or 4:00 p.m. Pacific time). After those times, we will ship the part to arrive within two business days. (Note: Next-Business-Day coverage does not include Avaya holidays).

• Provide the Avaya Support Center with: model number and serial number of the device being replaced, and appropriate shipping information.

• Provide current shipment contact information – contact name, title, address, phone number, and email address.

• Receive the replacement component/device from Avaya. • Replace the field-replaceable hardware component/device. If on-site assistance from

a field technician is needed, we will provide and bill the services at the current Time and Material (T&M) rates.


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• Ship the faulty device to Avaya within thirty (30) business days of receipt of the replacement device, using industry-standard material handling processes (including the use of Electrostatic Discharge (ESD) or ESD-preventative measures and protective packaging provided by Avaya for products being returned prepaid) and the return procedures provided. If the faulty device is not returned, charges may apply.

• Any expenses that are incurred if you request a dispatch of an Avaya Technician to perform any on-site support. You will be billed at the then prevailing T&M rates.

2.3.2 On-site Hardware Maintenance Hours of coverage for Meeting Exchange On-site Hardware Maintenance is available either 8X5 or 7X24. For 8X5 coverage, Avaya will provide you with the following services between the hours of 8AM and 5PM, Monday through Friday customer local time. For 7X24, minor failures will be worked during Standard Business Hours and major failures will be worked 24X7, including Avaya designated Holidays. If a trouble can not be resolved remotely, and Avaya determines that on-site support is required, a technician will be dispatched to the customer’s site. A remote field engineer will be dispatched at the sole discretion of Avaya, following current technical escalation procedures. In addition, the Avaya dispatched technician will provide any replacement parts required as well as manage the return of faulty product. Minor Failures will be worked during Standard Business Hours. On-site support is provided 24X7 for Major Failures for customers with Hardware On-Site Support 24X7. Response intervals define Avaya’s objectives for responding to a request for support. If Avaya deems the fault cannot be cleared remotely, the interval is from the time the Avaya Service Center identifies an on-site visit is required to the time the technician or replacement part arrives at the site.

• Major Failures

– 24x7 Coverage: Within four (4) hours for Major Failures for your sites in major cites in supported countries or all other areas within North America. If the response interval overlaps hours outside Standard Business Hours and support for all other Supported Products.

– 8x5 Coverage: Provides coverage during Standard Business Hours only. Within four (4) Standard Business Hours for Major Failures for your sites in all other areas, if the response interval overlaps hours outside Standard Business Hours or support for all other Supported Products.

• Minor Failures – Next business day during Standard Business Hours. • All Other On-site Maintenance – As scheduled by the customer and Avaya.

On-site support excludes failures due to customer, reseller or third parties, acts of God.


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Note: Two-hour response is only available in specific major metropolitan areas. The list of zip codes where Avaya provides a 2-hour response objective can be found at: Avaya Enterprise Portal > Services > Product Support > Job Aids and Tools > Metropolitan 2-Hour Response Zip Code List

2.3.2.1 Avaya’s Responsibilities For the term of the support agreement, Avaya will provide the same benefits as Remote Hardware Support with Advanced Parts Replacement and will: • Arrange for the replacement part or device to be delivered to the customer site within

the required, contracted interval, provided Avaya determines that on-site support is required.

• Remedial hardware maintenance, together with replacement parts and labor. • Preventative hardware maintenance provided on-site during standard business hours,

according to the manufacturer’s recommended maintenance schedule for the applicable products.

• Replacement parts may be new, refurbished or reconditioned at Avaya’s discretion.

2.3.2.2 Customer Responsibilities For the term of the support agreement, Customer’s responsibilities are the same for Remote Hardware Support with Advance Parts Replacement along with the following: • Make authorized staff for operation and maintenance available during the entire

Engagement Schedule. • Assure physical access to all areas of end user’s premises where onsite work will be

performed and provide a suitable working environment, including local telephone access, for Avaya personnel.

• Any expenses that are incurred if an Avaya Technician is dispatched to an unmanned site where a customer representative is not available.

• All expenses if Avaya field engineer is asked to: – Wait one or more hours after arriving on-site for equipment to become

available for servicing – Remain on-site after resolution of a problem – Respond and provide support for equipment moves or changes.

2.3.3 Service Exclusions for Hardware Support Offers The following exclusions apply to the Hardware Support offers. • The Remote Hardware Support, Remote Hardware Support with Advance Parts

Replacement and On-site Hardware Maintenance offers do not cover the software application that resides on the hardware platform. Customers must purchase separate support for their software applications.

• Advance Parts Replacement and On-Site services includes replacement parts required for products used under normal operating conditions. For purposes of this offer, these


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services do not include the provision or installation of hardware upgrades or reprogramming to add additional capabilities or functionality to the Products.

• Any customization of, or labor to install, the software application on the hardware. • Any additional hardware required to support a new release, upgrade or update of

software. • Furnishing of accessories or the replacement of consumable parts, such as, but not

limited to; cables/cable assemblies, cords, brackets, fan/fan assemblies, some circuit packs, software licensing, firmware, bezels, rack mounting and other hardware kits, fuses, batteries, handles, filters, transformers, face plates, adapters, some modules, blank panels, labels, other accessories, technical documentation or other media are not covered.

• On-Site Technical Support is not provided as part of Remote Hardware Support or Remote Hardware Support with Advance Parts Replacement. If an Avaya On-site Hardware Maintenance Contract is not purchased, and if Customer’s requirements necessitate an on-site technician, Avaya will dispatch a field technician to Customer’s site, and bill the Customer the applicable current Time and Materials rates, where available and applicable.

• Hardware replacement for damages or malfunctions caused by: (1) actions of non-Avaya personnel or the attachment of products not supported by Avaya; (2) failure to follow manufacturer's installation, operation, or maintenance instructions; (3) failure of products not serviced under this offer; (4) abuse, misuse, or negligent acts of non-Avaya personnel; (5) repair to products if Customer or Customer authorized party modified the product in any manner, shall not be covered.

• Service includes replacement parts required for products used under normal operating conditions. For purposes of this offer, these services do not include the provision or installation of hardware upgrades or reprogramming to add additional capabilities or functionality to the Products.

• Force Majeure: Avaya shall have no liability for failure in performance or damages due to: fire, explosion, lightning, pest damage, power surges (except as defined in “Power Surge Policy Definition for Avaya Voice Products”) or failures, strikes or labor disputes, water, acts of God, the elements, war, civil disturbances, acts of civil or military authorities or the public enemy, inability to secure raw materials, transportation facilities, fuel or energy shortages, acts or omissions of communications carriers, unauthorized use of the products, or other causes beyond Avaya control whether or not similar to the foregoing.

2.4 Cancellation/Termination Customers may terminate their support agreement with thirty (30) days written notice. The customer will be required to pay applicable termination charges. Avaya’s Multi-Channel Maintenance Termination Policy can be found under the Policies section of: Avaya Enterprise Portal > Services > Product Support > Job Aids and Tools > Multi-Channel Maintenance Termination Policy


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2.5 Pricing The pricing methodology for Software Support and Hardware Maintenance is a percentage of list basis. The percentage used will vary based up the classification of the product – hardware vs. software – the complexity to diagnose and repair the product and whether the product is classified as a major, minor or consumable component. Non-maintainable items (e.g. documentation, cables, cords, fan assembly) will automatically be eliminated from the price quote, and will not be included in the maintenance price.

2.5.1 Software Support Offers The pricing for the Software Support Offers will be based upon a percentage of the list price (from the National Price List, NPL) of the either:

• the total number of user licenses sold, • the total number of concurrent user licenses sold, or • the software application itself.

The following conditions/requirements will affect the price of support for Meeting Exchange Software Support Offers:

• The discount applied to the software license sale will also apply to the Software Support sale

• Must have the same support coverage for all software/licenses at a system level.

• As additional users/licenses are added to a system (after-market orders), they will be added to the existing support contract at the price applicable to the tier ordered.

• Customers must be on the current release in order to purchase a support agreement that includes upgrades.

2.5.2 Hardware Support Offers The pricing for the Hardware Support Offers will be based upon a percentage of the list price (from the National Price List, NPL) of the hardware associated with Meeting Exchange S6100 Audio Conferencing Server. Non-material items (e.g. documentation, cables, cords, fan assembly) will not carry a maintenance price. The following conditions/requirements will affect the price of support for our Hardware Support Offers:

• Customer must have Software Support to have Hardware Support. • Same site, same system: hardware coverage must be the same. • Same site, different systems: Coverage may be different on the different

systems. • Multiple sites, same system, and one software application: hardware coverage

may vary at the different sites. • Customer may upgrade coverage from Remote Hardware Support with APR

to On-Site Maintenance.


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• Customer may downgrade coverage, but will be responsible for applicable termination charges.

• Prepay discounts will apply to Hardware Support.

2.5.3 One Time Fees There are two types of one-time fees; Re-initiation fee and an Equalization fee. It is assumed that customers will renew their Software Support coverage and not let it lapse. However, should coverage lapse, the customer must re-initiate their coverage to receive support. When purchasing after-market licenses for increased capacity, the coverage on those additional licenses must be consistent with the coverage on the existing licenses. If the coverage is found to differ, an equalization fee will be charged.

2.5.3.1 Re-Initiation Fee Re-initiation fees apply to both Software Support and Software Support Plus Upgrades and will apply in two situations:

1. If a customer needs support but does not have an active support agreement on their software, or

2. If a customer is purchasing additional licenses and does not have existing coverage.

The re-initiation fee will be a one time fee equal to 25% of the value of the new support contract. No discounting may be applied to the re-initiation fee. The new support contract can be either Software Support or Software Support Plus Upgrades (provided the customer is on the current release), and is based upon the total number of licenses to be covered. No additional discounts can be applied to the software support pricing. All licenses on a product instance must have the same level of coverage. If a customer is found to have varying levels of coverage on the licenses on a single application or product instance two things will occur:

1. Licenses covered at Software Support level will be brought up to Software Support Plus Upgrade coverage, and

2. An equalization fee will be applied.

2.5.3.2 Equalization Fee If the coverage is found to differ on licenses on the same product instance, an equalization fee will be charged. This fee will be a one time fee equal to the difference in contract value had Software Support Plus Upgrades been applied to the licenses. No discounting may be applied to the re-initiation fee. The existing Software Support contract will be cancelled and the customer credited for any remaining term


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2.6 Compensation No changes will occur in the compensation plans for direct or indirect. Services revenues realized from these offers will retire Avaya Account team/individual quotas. Compensation for our indirect partners will follow the existing Services compensation plan for Authorized BusinessPartners.

2.7 Discounting Policy Software Support Offers: Software Support will receive the same transactional level discount as the sale of either the corresponding software license or the software application. No additional discounting will be applied at initial sale. For Software Support only sales, not at the point of sale of software licenses, although discounting is discouraged, it is recognized it is sometimes essential in competitive situations. Any discounts are to be taken after the maintenance amount has been calculated and in accordance with the approved Schedule of Authorizations for Software Support. Hardware Maintenance Offers: On the Hardware Support offers, although discounting is discouraged, it is recognized it is sometimes essential in competitive situations. Any discounts are to be taken after the maintenance amount has been calculated and in accordance with the approved Schedule of Authorizations. OEM Product Services: Service on OEM and 3rd party products are not eligible for discounting. Loyalty Discount: Effective October 1, 2006, Avaya will empower sales associates (including Business Partners and Distributors) to negotiate discount levels previously applied as fixed “loyalty” discounts on multi-year maintenance contracts. Quoting tools will no longer automatically apply a "loyalty" discount. This transition from pre-determined loyalty discounts to flexible, sales-negotiated discounts gives sales professionals more control of their overall discount levels and discretion in leveraging the Maintenance value proposition as a key negotiation tactic toward winning business and closing higher-value deals. With the transition from pre-determined Loyalty discounts to flexible sales negotiated discounts, the Sales Vice Presidents, Business Partner and Distributors may authorize additional discretionary discount on Hardware Maintenance (only) at the following levels without Special Bid approval:

• Up to 3% on a 2-year term maintenance contract • Up to 5% on a 3-year term maintenance contract • Up to 8% on a 4-year term maintenance contract

All other discretionary discounts levels for both the Direct and Indirect Channel remain in affect. Note that these additional discounts do not apply to OEM or products supported by third-party vendors. These additional discounts also do not apply SI / SP Rate Card


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pricing, Partner Support Services, or Wholesale Services; these programs already incorporate consideration of multi-year commitments and the value of the relationship in setting price.

2.8 Renewals and Recasts

2.8.1 Software Support Coverage (Not available for MX Express Edition) Accounting rules dictate that Software Support must be renewed or recast within a narrow range – not to exceed 5% in either direction – from the price paid in the last period. Therefore, upon the end of the term for Software Support:

• Software Support materials will not be aggregated. • Each Software Support code (KMAT) will be individually

recast/renewed/extended at the rate paid in last period. • No additional discounts can be applied to renew/recast for SS materials due to

accounting rules. All discounts are applied at initial purchase. Process: We will utilize the autoextend program for existing Software Support materials so that they extend for another year.

• Pricing will be based upon the last customer negotiated price. • A bill will be generated for the new period. • A report will be provided for Sales to present to the customer showing the

materials (SS) will extend and what they will be billed.

2.8.2 Software Support Plus Upgrades Coverage Accounting rules dictate that Software Support must be renewed or recast within a narrow range – not to exceed 5% in either direction – from the price paid in the last period. At contract expiration for Software Support Plus Upgrades (SS+U), or when upgrading to SS+U coverage, we will aggregate licenses. The appropriate SS+U code for the aggregated license tier will be put on the new contract. MSQT will provide the ability to enter the SW License MPG Discount as a separate field and will apply that discount to the SS+U KMATs. Process: If we do not actively recast/resell service, we will continue to utilize existing auto-renewal methodology:

• SS+U will renew for 3 years. • Pricing will be at list price less customer contracted discount (MPG). • No additional discounting will be applied. • A bill will be generated for the new period. • A report will be provided for Sales to present to the customer showing the

materials (SS+U) that has renewed and what they will be billed.


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Appendix A: Support Offer Benefits Software Support Offers: Service Benefit

Software6 Support

Software Support Plus Upgrades

SW Media Replacement √ √ On-Line access to fixes √ √ Self-help Website √ √ Remote Technical Support (Tier II & III)

24x7

24x7

Minor Releases √ √ Ticket Creation thru Web √ √ Upgrades to Major Releases √ Priority Queuing √ Hardware Support Offers: Service Benefit

Remote HardwareSupport7

Remote HW Support with

APR

On-site Hardware Support

HW Parts Replacement – 10 days √ √ √ On-Line access to fixes √ √ √ Self-help Website √ √ √ Remote Technical Support (Tier II & III)

24x7

24x7

24x7

Ticket Creation thru Web √ √ √ Advance Parts Replacement

Ship for Next Business Day

(NBD)

If dispatch is not required, Parts will be

Shipped for NBD

Priority Queuing √ On-Site Field Support (labor) 4/2-hour response objective

8x5 or 24x7

On-site Parts 4/2-hour response objective

8x5 or 24x7

Preventive Maintenance √ EXPERT Systems™ Product Alarm Monitoring & Product Diagnostics (Reactive)

EXPERT Systems will be an benefit when the customer has both HW and

SW (solution) support

6 Not available for Meeting Exchange Express Edition 7 Not available for Meeting Exchange Express Edition


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Appendix B: Release Definitions Update, Upgrade, Minor Release and Major Releases are defined in the Software Evolution Terminology memorandum dated August 18, 2004 by Dean Grayson – Corporate Counsel.

MEMORANDUM To: Micky Tsui, David Johnson, Eileen Rudden, Geoffrey Baird,

Paul Domorski, Peter Licata From: Dean Grayson – Corporate Counsel

cc: Marc Lemberg, Elizabeth McCarthy

Date: August 18, 2004

Subject: Software Evolution Terminology

Colleagues - As you are aware, each product and services business within Avaya uses its own terminology to describe the evolution of software versions. Terms such as updates, upgrades, releases, patches, bug fixes and many others are used to describe evolutionary events that often overlap in scope. The lack of standardized terminology among different Avaya business units often causes difficulties for both our sales associates and customers who seek to understand how our products evolve, and the precise benefits of Avaya’s maintenance and service offerings. To remedy this problem, several conference calls were conducted among product managers and R&D representatives throughout Avaya with the goal of developing a set of common terms to describe our software versions. Although establishing common terminology will represent a change for some groups, the conference call participants reached a consensus in supporting the terminology provided below. The purpose of this memo is to present the proposed terminology, seek your consent and approval for adopting these terms throughout Avaya, and request your organization’s commitment to assist in the wide-scale effort necessary to revise our processes, contracts, service offerings and support policies to reflect this terminology. The following terms are proposed: "Major Release" means a major change to the Software that introduces new optional features and functionality. Major Releases are typically designated as a change in the digit(s) to the left of the first decimal point (e.g. [n].y.z)


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"Minor Release" means a change to the Software that introduces a limited amount of new optional features and functionality. Minor Releases are typically designated as a change in the digit to the right of the first decimal point (e.g. n.[y].z) "Update" means changes in the Software that typically provide maintenance correction only. An Update is typically designated as a change in the digit to the right of the second decimal point (e.g. n.y.[z]) representing a re-release of the corrected Software version, or an issue(s)-specific correction provided in the form of a patch, service pack, maintenance release, etc. To the extent possible, this term will replace bug fixes, patches, super patches, etc. However, in some cases, those terms may need to be retained to describe an even lower level of modification. The term “Upgrade” will no longer be used interchangeably with Major Release or Minor Release. Rather, the term will be used to describe the action of transitioning a customer to a new version of software (e.g., “upgrading to the next minor release”). Once these terms have the support of product and service business management, I will proceed with the next phase of socializing the change throughout Avaya. In addition to circulating emails and requesting that management provide guidance to their respective communities, I will initiate training for both the sales and technical associates who must uniformly adopt these terms. Also, once these standard terms are adopted, I will work with various managers within the services organizations to integrate these terms into Avaya’s Manufacturer’s Support policy and Avaya’s various maintenance and managed services offerings.

Thank you in advance for your commitment to assist on this project. Regards,

Dean L. Grayson


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Appendix C: Information on RFA The RFA mechanism is used to create the license file used by the S6100 system. For the turn key offers described above the licenses are installed by Avaya prior to the system shipping to the customer. The information included here is primarily targeted as those organizations purchasing the software only solution as they will need to acquire an RFA license prior to activating the system for their customers.

Software Licensing Through RFA Remote Feature Activation (RFA) is a tool that supports Avaya’s strategic direction to evolve from a hardware based solution to a software based solution. RFA provides a standard based software solution which is a web based application utilized by Avaya. RFA is a process for creating license files for the end user to update and download licenses. Provisioning associates and Business Partners (BP) use this to provide a secured way to activate features offered on various Avaya platforms (you may be familiar with RFA for Avaya’s Communication manager platform). A valid SAP order is required to create a license file in RFA. The RFA tool will generate a license file, this file can then be downloaded by the Avaya associate or the BP to activate the feature on the customers system.

Benefits of RFA RFA allows for quicker ordering and provisioning by providing tools for our Business Partners to be self sufficient. Previously, Business Partners and Avaya Services’ Associates had to wait for Avaya to dial into the switch to activate features and capacities controlled by a License File containing the license. Using right to use fees, the RFA web application feature and capacity activations can be generated and delivered 24 hours a day.

Who needs RFA? The list below contains the Job Titles in RFA used to identify an individual. Please go to the RFA information section to determine which Job Title you should register under.

Information Page ,Helpful Information Section.

· BP Tier I )Distributors(·

· BP Tier II )Dealers(·

· Project Managers*·

· SS and SA’s*·

· TSO/GSO Help Desk*·

· Field Technicians*·

· PSO*·


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· International Services*·

· Contractors *·

· TSO Tier II·

· RFA DBA

· TSO Tier III*·

· R&D Tier IV*·

· FAST Engineers*·

· ITAC/COE Engineers*

*NOTE – These are internal Avaya Job Title Functions

Access to RFA Access to the RFA system varies depending on your location or channel

Sales Associates RFA is not a sales or pre-sales tool. It does not provide design configuration. It is

intended for those Avaya associates or BP employees who perform sales and pre-sales.

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