Maintenance

1. Maintenance Charlie Haynie Services Sales Specialist

2. Expert Systems • 24 Hour Remote Monitoring/Diagnostics with Intelligent Dispatch (On select ECG Products) • Avaya EXPERT SystemsSM Diagnostic Tools • Remains a major differentiator for Avaya Maintenance • Maximizes uptime – 98% of alarms are • resolved remotely • Manages and monitors your system 24/7,365 days a year • Handles over 600,000 alarms per year • Preventative Maintenance – • Identifies performance and resource • issues before they cause outages or • degrade performance Customers experience 73% fewermajor outages when monitored by Avaya Global Services

3. Demonstrating the value of EXPERT Systems • Comprehensive details of proactive and preventive maintenance activities • Resolution Statistics • Preventive Routines • Security Advisories • On-Site Dispatch • Parts Replacement Avaya EXPERT ViewSM Report

4. Avaya Maintenance Agreement Features • Expert Systems – continuous 7X24 monitoring of systems. • Intelligent Dispatch – tech is aware of problem & has appropriate parts • Access to Avaya Technical Experts – highly experienced service engineers and field techs • Priority Response –flagged as a priority customer • Help Line Support –timely, thorough answers to basic product, feature/function or interoperability questions • System Security Health checks – immediate response for active fraud and security scanning to check for the top system vulnerabilities. • Emergency Service Plan – gets you back in service in 24 hours or less, in the event of a major emergency such as fire, flood, or hurricane

5. Avaya Maintenance Agreement Features (cont.) • Power Surge Protection –result of lightning or power surge damage • Product Correction Notices (PCNs) & Software/Firmware Updates – Software maintenance fixes • Customer Support Website –support.avaya.com which offers access to service request generation, trouble status, electronic library, news, events, answers to FAQ’s and service directories • Maintenance Software Permissions - Avaya proprietary, intellectual, right-to-use software that gives the customer maintenance capabilities they need to respond to some alarms and aids in trouble isolation procedures • Stations and Trunks and allow customer to test, busy out and release stations, circuit packs (boards), ports, data modules, trunks, and modem pools • Allows customer to test, busy out and release data links, data lines, and the switch

6. Avaya Maintenance Offer Comparison

7. Difference between Authorized and Non-authorized Service Providers • What benefits does a customer lose by moving from Avaya or an Avaya Authorized Business Partner to an Unauthorized Service Provider? • No access to: • Remote Technical Center • On-site technician support • Remote diagnostics provided by Avaya EXPERT Systems • Access to non-system critical PCN’s • Avaya remote or onsite Per Incident Support • MSP’s • Avaya will not grant Unauthorized Service Providers access to Avaya logins, which may severely reduce their ability to support and maintain your Avaya systems

8. Avaya Services Day Jodi Orcutt Services Sales Specialist

9. Avaya Services DaysJune 21st 8:30am – 12:30pm • Are you familiar with all the available Avaya Service/Maintenance options and their respective entitlements? • Is your staff consistently operating in a reactive manner causing delays in projects and other forward looking efforts? • Are you interested in maintaining a stable environment and minimizing downtime? • Could you benefit from offloading administrative tasks such as managing patches and software updates to allow you to focus on core responsibilities? • Are you on Messaging Platform that is end of life and need to upgrade but don’t have the capital? • Would you like to get into a contact center without the up front expense? • Would you like to hear more about the enhancements occurring in the Global Service Delivery Organization?