IP Office Support Services

Global Offer Definition
IP Office Support Services
Issue
1.9
Date
November 3, 2014
2013 Avaya Inc. All Rights Reserved.

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IP Office Support Services Offer Definition
Table of Contents
I. Introduction ........................................................................................................................................................... 4
II. Offer Summary .................................................................................................................................................... 4
A.
Service Agreement Supplements ................................................................................................................ 4
B.
Value Proposition ........................................................................................................................................ 5
IP Office Support Services Complements Partners Services Offerings ............................................................. 5

Flexibility & Simplicity .......................................................................................................................................... 5
III. Delivery Models .................................................................................................................................................. 5
A.
Wholesale .................................................................................................................................................... 6
B.
Co-Delivery .................................................................................................................................................. 6
IV. Offer Components and Coverage Options ........................................................................................................ 6

A.
Base Offer Remote Technical Support for Hardware and Software ........................................................ 7
B.
Optional Parts Replacement (available in select geographies) .................................................................. 8
C.
IP Office Contact Center Coverage ............................................................................................................. 9
D.
IPOSS Entitlement for Major and Minor Software Upgrades .................................................................... 10
E.
Minor Software Updates, Service Packs and Firmware Updates ............................................................. 11
F.
Enhanced Remote Connectivity ................................................................................................................ 11
G.
IP Office Warranty Coverage .................................................................................................................... 11
H.
Optional Phone Parts Coverage (additional cost) ..................................................................................... 12
I.
Entitled Resources Web Services .......................................................................................................... 12
V. Pricing and Discounting .................................................................................................................................... 13

A.
IPOSS Material Codes .............................................................................................................................. 13
B.
Single Tier Discounting Table ................................................................................................................... 13
C.
One Time Fees .......................................................................................................................................... 14
VI. IPOSS Quote, Order and Registration Process............................................................................................... 15

A.
Process Overview and Best Practices ...................................................................................................... 15
B.
Ordering, Invoicing and Payment Details .................................................................................................. 16
C.
Renewals ................................................................................................................................................... 16
VII. Policies ............................................................................................................................................................ 17

A.
Avaya Sales Engagement Principles and Like-for-Like Policy .................................................................. 17
B.
Billing and Contract Start Date .................................................................................................................. 17
C.
Contract Payment Terms .......................................................................................................................... 17
D.
Equipment Certification ............................................................................................................................. 17
E.
Coverage Options at a Single Location ..................................................................................................... 18
F.
Fragmented Maintenance Policy ............................................................................................................... 18
G.
Co-Termination .......................................................................................................................................... 18
H.
Partner to Partner Policies ........................................................................................................................ 19
Avaya Proprietary
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Version 1.8 (November 3, 2014)
I.
Termination................................................................................................................................................ 19
J.
Service Exclusions for Avaya IP office Support Services Offers .............................................................. 19
VIII. Extended Support .......................................................................................................................................... 20

Appendix A: Offer Availability by Product Family .................................................................................................. 21
Appendix B: Definitions of Terms Related to Updates, Service Packs, Firmware Updates ................................. 21
Appendix C: Definitions of Severity Levels ........................................................................................................... 22
Appendix D: Geographic Parts Availability............................................................................................................ 22
Appendix E: IPOSS Material Codes ...................................................................................................................... 23
Avaya Proprietary
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I. Introduction
The Avaya IP Office Support Services (IPOSS) offer provides manufacturer support to maintain and
support Customers IP Office systems and applications. The offer is available for purchase on systems
with the most-current IP Office Release.
This portfolio of services is tailored to meet a wide range of customer needs, by providing a solutioncentric approach and delivering increased value in a flexible and modular support model. IPOSS offers
have a simplified quoting and pricing methodology, based on node/server
The Offer is available globally through Avaya Single Tier purchasing and the Avaya Two Tier
Distribution process.
Please reference the IPOSS page on the Avaya Partner Portal for training and whats new updates:
https://sales.avaya.com/en/pss/ip-office-support-services
II. Offer Summary

IP Office Support Services Highlights:
Single fee per node

Offer includes:
o Remote Technical Support Plus Upgrades (RTS+UG): This base coverage includes
remote software and hardware support, free major software upgrade licenses, access to
service packs and access to web services.
o Access to major and minor software upgrade licenses for new IP Office releases,
software updates/corrective content.
o Access to software patches.
o Enhanced remote connectivity.
Where geographically available, Advanced Parts Replacement (APR) options may be added to
the base offer (RTS+UG) at an additional cost.
Unless otherwise noted, the above Remote Technical Support coverage options are available in the
following delivery models:
Wholesale or Co-Delivery
Business Day Support (8x5x5) or Any Time, Any Day Support (24x7x365)
Offer Attach Until November 3, 2014, IP Office Support Services is optional, with the exception of IP
Office Contact Center solutions (IPOCC and IPO ACCS), where IPOSS is required.
Effective November 3, 2014, IPOSS coverage will remain optional for IP Office systems with only a
stand-alone IP500v2, but all other IP Office systems will require IPOSS coverage. IP Office systems
with a Centralized Branch configuration will require Support Advantage coverage (rather than IPOSS).
If IPOSS coverage is purchased for an IP Office Server Edition solution, IPOSS coverage is required for all
nodes/servers in the solution.
The IPOSS coverage is Day 2 coverage, and does not include implementation support; however,
implementation services can be purchased separately as part of the Avaya RICS offer.
A. Service Agreement Supplements

A Services Agreement Supplement (SAS) describes the scope, features, Channel Partner responsibilities,
and associated policies for the offer. Please reference the SAS and other key documents on the IPOSS web
page on Avaya Partner Portal.
All IPOSS processes can be referenced on the IPOSS web page on the Avaya Partner Portal. Once you
are signed into the portal, you can access the IPOSS SAS here.
Avaya Proprietary
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B. Value Proposition
IP Office Support Services Complements Partners Services Offerings
Avaya is breaking new ground with IP Office Support Services, a portfolio of support offers that enable
partners to establish true competitive advantage by wrapping them within their own service offerings
Flexibility & Simplicity
Flexible Wholesale or Co-Delivery options in either one, three or five year (total pre-pay) terms.
Single offer that scales from SME through midmarket systems.
Competitively priced menu of service offers aligned with customer needs.
Simple quoting, pricing and invoicing fixed price per node/server makes it easy to quote, order
and track.
Bundled material code structure, means only one material code to order in most configurations.
Access to web resources and remote technical support.
Lower cost of delivery through enhanced remote connectivity.
Award winning service directly from Avaya.
For additional information and collateral, please reference IPOSS webpage on Avaya Partner Portal site
here.
Customers system must be on the IP Office most-current release to purchase the IPOSS service offer.
Customers on prior releases must first purchase an IP Office transactional upgrade to the most-current
IP Office release before purchasing the IPOSS service offer.
IP Office SW Upgrade licenses are a core value in IP Office Support Services, and customers with the
offer will be entitled to free major software upgrade license/s (installation is not included).
New Remote Connectivity (SSL/VPN), which will reduce the need for site visits and enable Avaya to
provide the highest quality of remote technical support.
A streamlined IPOSS ordering process that includes the ability to request procurement and BP linkage
of a new Customer Sold-To/End User FL directly on the IPOSS order form. IPOSS ordering can also be
done real-time, via the new IPOSS Gift Card Token process; which enables all of the above ease-ofuse features for IPOSS, and a new ability to stock service.
System registration is required via the enhanced Global Registration Tool (GRT) to activate the IPOSS
entitlement. The enhanced GRT now has the ability to retrieve the customers IP Office configuration
directly from the product for easy registration.
III. Delivery Models

IP Office Support Services is available in two Delivery Models: Wholesale and Co-Delivery (Retail or Customer
Direct offers are not available).
In both Wholesale and Co-Delivery models:
Services are sold and billed on a Channel Partner contract.

IPOSS Tier 3 & 4 maintenance service is delivered by Avaya.
Avaya IPOSS support and entitlement begins after the following steps are complete:
o The IP Office Support Services (IPOSS) contract is purchased and accepted by Avaya.
o The IP Office system is installed with the most-current release.
o The system is registered by the business partner
Note: IPOSS is a Day 2 offer. Installation support is not included in this offer, but can be purchased
separately as part of the Avaya RICS offer.
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A. Wholesale
In a Wholesale delivery model, Avaya would conduct initial Tier 1 and Tier 2 support for Day 2 maintenance,
as well as any escalation support required.
Partner Responsibility
Customer relationship management (quoting, ordering, billing, collection, etc.)

Implementation of the IP Office Solution and IPOSS-entitled software upgrade licenses.
System registration via GRT.
Configuration and testing of the enhanced remote connectivity.
Partner must ensure that Avaya is provided the problem description and case information: ticket
creation, problem trace, etc.
Avaya Responsibility
Avaya provides Tier II through Tier IV Remote Technical Support.
B. Co-Delivery
Only Channel Partners who meet the Co-Delivery certification requirements may purchase the Co-Delivery
model.
Effective Oct 1, 2013, IPOSS Co-Delivery certification requirements are changing: Channel Partners will
require at least 1 person certified in either ACSS or SME Expert, to purchase the Co-Delivery model.
Avaya may verify the Partners ongoing eligibility for the Co-Delivery support model; including validating that
the Partner is conducting case filtration, and properly handling Tier 1 and Tier 2 support before escalating
tickets for Avaya support.
Partner Responsibility
Maintain certification requirements.

Customer relationship management (quoting, ordering, billing, collection, etc.).
Implementation of the IP Office Solution and IPOSS-entitled software upgrade licenses.
System registration.
Configuration and testing of the enhanced remote connectivity.
Initial troubleshooting and resolution (Tier 1 and Tier 2)
Case Management (ticket creation, problem trace, resolution, status, dispatch, etc).
Fault diagnostics.
Avaya Responsibility
Tier III / Tier IV Remote Technical Support.
IV. Offer Components and Coverage Options

Offer components describe the coverage options and entitlements, and when those entitlements are
available. Please reference the Warranty section for product warranty coverage without IPOSS.
For any IPOSS coverage option selected:
All installed equipment must be registered to activate the IPOSS entitlement. Note that Avaya will
invoice IPOSS orders regardless if the registration has been completed, however, to receive support or
upgrade licenses, registration must be completed in the Avaya GRT tool. Registration is completed via
the Avaya Global Registration Tool (GRT). GRT process and information is available on
support.avaya.com/registration.
Note; Avaya Per Incident services, are available only to those that have IPOSS coverage, to
supplement the scope of the purchased coverage. Examples: on site dispatch, move/add/change,
implementation, etc.
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A. Base Offer Remote Technical Support for Hardware and Software

With IP Office Support Services, Partners/Customers receive remote solution support for software and
hardware issues. Partners are encouraged to sell their wrap around services to support customers onsite needs as a value added service.
Partners/Customers can request support by submitting a web service request, or by calling the Avaya
support telephone number. Remote software and hardware support is based upon defined response times
for major and minor issues (see support.avaya.com)
Where mentioned in this section, Standard Business Hours relates to the IPOSS coverage purchased:
8x5 or 24x7, based on the local time at the customer site. For example, 8 x 5 Coverage provides support
from 8am 5pm local time according to the account location. Any support requested outside of those
hours is billable under the then current Avaya Per-incident rates.
Avaya will use commercially reasonable efforts to commence support requests submitted to Avaya within
the times referenced in this section. Note that Web created Service Requests receive expedited response.
Remote Tech Support Coverage Hours
IPOSS includes the following support options:
Business Hour Support (8x5x5, Monday through Friday, customer time zone)
Any Time Any Day Support (24x7x365)
Business Hour Support (8x5x5)

Description: Business Hour Support (8x5x5) is the minimum support required to request and receive ongoing maintenance support from Avaya. In order to ensure no lapse in coverage, it is recommended to be
purchased with a new product, upgrade or migration at the time of the product sale. Through this service,
Partners/Customers can ensure timely support from Avaya to keep critical applications operating at an
optimum performance level.
This service provides remote support, access to online support and software updates, service packs and
firmware updates.
Support may be initiated via the web (expedited response) or by calling the Avaya Support Desk (SME
Experts may directly access the Backbone).
Business Hour (8x5x5) Support Coverage
For all Supported Products under Standard Business Hour Support, Avaya will use commercially reasonable
efforts to commence support on the Customers request for remote support submitted to an Avaya Service
Center via telephone or website according to the following table:
Outage*
15 minutes for web
tickets
1 Hour for telephone
requests
Severe Business
Impact*
15 minutes for web
tickets
requests
Business Impact*
4 Business Hours
Non-Service Impact*
by the close of the Next
Business Day
Standard Business Hours: Monday through Friday (or any other local period of five (5) consecutive working
days according to local custom) between the hours of 8:00 a.m. and 5:00 p.m. in the time zone where the
Supported Products are located, excluding Avaya observed holidays (a list is available upon request).
Any support requested outside of those hours is billable under the then current per incident rates.
*Severity levels are defined in Appendix C.
Avaya Proprietary
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Any Time / Any Day Support (24x7x365)

Description: Any Time- Any Day Support (24x7x365) includes Business Hour Support entitlements, with
coverage at expanded hours. Customers receive remote support for both software and hardware issues on
a 24x7 basis. Avaya will use commercially reasonable efforts to commence support on a Customer request
for remote support submitted to an Avaya Service Center via telephone or website according to the following
table:
Outage*
15 minutes for web
tickets
requests
Severe Business
Impact*
15 minutes for web
tickets
requests
Business Impact*
4 Business Hours
Non-Service Impact*
by the close of the
Next Business Day
* Severity levels are defined in Appendix C.
B. Optional Parts Replacement (available in select geographies)

Optional Parts Replacement coverage may be purchased in addition to the base Wholesale coverage of
Remote Technical Support & Upgrades as a bundled coverage. Note: the Parts coverage option
corresponds to the remote technical support coverage selected for the base offer- i.e. 8x5 or 24x7.
NOTE: Parts options are available in select geographies, based on proximity to an Avaya parts depot.
Business Partners must only sell Parts options where geographically available for their customer
site/s or service may not be delivered. Please reference Appendix D Geographic Parts Availability, for
how to check available Parts options for the respective Customer site.
Parts
Description: This service provides advance replacement of any covered part Avaya determines to be
inoperative, excluding terminals. This includes advance parts for PCNs and updates, but does not include
system hardware upgrades that may be required.
The following Advanced Parts Replacement (APR) options may be added to the base Remote Technical
Support + Upgrade, where geographically available.
Parts Next Business Day (NBD): Replacement of parts on a next business day basis. Additional
delivery options for parts available.
Parts 4 Hours: Replacement of critical* parts within 4-Hours, in line with the partners service day
(8x5 or 24x7).
Parts Onsite (Available in the US only to partners in the Wholesale model): Provides onsite
parts replacement for critical parts.
o Parts Onsite Support 8x5 Onsite technician support is provided during Standard
Business Hours.
o Parts Onsite Support 24x7 Onsite technician support is provided twenty-four (24) hours
per day, seven (7) days per week for Severity 1 and Severity 2 failures and during Standard
Business Hours for all other onsite support.
Onsite Support coverage includes the following services:
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If Avaya determines a fault cannot be resolved remotely and onsite intervention is required,
Avaya will dispatch Avayas field technical resources or designated resource to return the
Supported Product to operational condition, including replacement parts as necessary.
Installation of technician-installable Updates (defined in Appendix B).
Avaya will use commercially reasonable efforts to arrange shipment of an advance replacement part
according to the following charts. NOTE: the part will be sent to the location specified when placing the
request. (It can be shipped directly to the Customer or Partner).
Parts Next Business
Day
Critical
Component
Parts 8x5x4*
Parts 24x7x4*
If the request is received

before 5:00 p.m. local site
time during Standard
Business Hours**, the
replacement part is
shipped to arrive the
following business day.

before 1:00 p.m. local site time
during Standard Business
Hours**, the replacement part
is shipped to arrive within four
(4) standard business hours.

any time of day, the
replacement part is
shipped to arrive within
four (4) hours.

after 5:00 p.m. local site
Business Hours**, the
replacement part is
shipped to arrive in two
(2) business days.
If the request is received after

1:00 p.m. local site time during
Standard Business Hours**
but before 5:00 p.m., the
replacement part is shipped to
arrive no later than 12:00 p.m.
local site time the following
business day.

before 5:00 p.m. local site
Business Hours** but
delivery within four (4)
hours is not requested
(that in essence would
require a part to arrive
during the nighttime), the
replacement part is
shipped to arrive no later
than 12:00 p.m. local site
time the following
business day.
If the request is received before 5:00 p.m. local site time during Standard Business
Hours**, the replacement part is shipped to arrive the following business day.
Non-Critical
Component
If the request is received after 5:00 p.m. local site time during Standard Business
Hours**, the replacement part is shipped to arrive in two (2) business days or later if a
different delivery date is requested.
*Critical Components are shipped to arrive within four (4) hours when submitted as an Outage or Severe
Business Impact Service Request. See Critical Components Parts Reference on IPOSS page here.
** As defined in Appendix A, Monday through Friday (or any other local period of five (5) consecutive
working days according to local custom) between the hours of 8:00 a.m. and 5:00 p.m. in the time zone
where the Supported Products are located, excluding Avaya observed holidays (a list is available upon
request).
C. IP Office Contact Center Coverage

IP Office has introduced new Contact Center Configurations with extended IPOSS coverage;
IP Office Contact Center (IPOCC) launched February, 2014

IP Office Contact Center Select (IPO ACCS) launched June, 2014
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For IP Office configurations with Contact Center components, IPOSS Service Support is required attach
across the full solution:
IPOSS Per-Server component for all Avaya-provided servers/nodes in the contact center solution.
o If all servers/nodes are Customer-provided or Virtualized, at least one IPOSS per-server
coverage is required for the base coverage (see IPOSS Additional Coverage Scenarios
document).
IPOSS Per-Agent component for all contact center licenses in the solution; this is incremental to
the IPOSS per-server pricing. Please reference the Avaya price list for complete IPOSS pricing.
IPOSS Per-Server component for all Contact Center Hardware Appliances and Base System
Software + License Bundle. Every IPO ACCS system requires the purchase of Qty 1 of the Base
System Software + License Bundle, and a choice of either the ACCS 6.4 DVD, ACCS OVA or
ACCS Hardware Appliance Server.
The IPOSS coverage for contact center licenses must match the IPOSS per-server coverage
level: Delivery Model, Coverage Hours and Contract Term.
When Contact Center coverage is added to an existing Avaya service contract, its contract end
date will be Co-Terminus with the existing coverage, as with any incremental IPOSS service that
is added for an existing IPOSS customer.
IPOSS coverage begins after the implementation is successfully completed, and becomes active
on the contract start date for registered equipment.
Please reference the Contact Center pricing bundles shown in section 5 of this Offer Definition
D. IPOSS Entitlement for Major and Minor Software Upgrades

Customers/Partners with an active Avaya IP Office Support Services entitlement will have access to major
and minor upgrade licenses for new IP Office releases at no additional charge. Installation is not included.
Note: the process for purchasing transactional upgrades is conducted via your distributor, and is not
handled via the IPOSS process.
The IPOSS-entitled upgrade license request process and form can be found on the IPOSS page.
This is the process for procuring the free IP Office Upgrade License that is included with the IPOSS contract
entitlement. This process is conducted directly between the Business Partner and Avaya.
License Procurement Process
The IPOSS-entitled upgrade request is made by the Business Partner/Reseller/SP for their end customer.
IPOSS coverage must be purchased and active for all servers in the solution before upgrade licenses may
be requested.
1. Complete the upgrade request form (found on the IPOSS page).
2. Please specify the license keys for the server/s currently under IPOSS coverage.
a. One form per end-user customer Sold-To/FL; unless the server is part of a Server Edition
Solution.
b. If requesting upgrade licenses for a Server Edition Solution (SE):
i. All servers/nodes in the SE must be covered under an active IPOSS contract
ii. All customer Sold-To/FLs in the SE must be submitted on the same request form,
along with the System Identification Number (Feature Key) of the primary server,
and the number of nodes within the solution.
iii. Requesting the correct number of licenses is critical for proper operability of the
system. Partial licenses cannot be provided.
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3. Email the completed form to: IPOSSUpgrades@avaya.com

Avaya will validate that the end-customer has an active IPOSS coverage agreement with Avaya for all of
the requested servers, and will email the upgrade license key(s) to the Business Partner. Response is
targeted within 5 business days.
Reminder: IPOSS coverage begins on the contract start date, and to activate the IPOSS coverage,
support and upgrade entitlement, the IP Office equipment must be registered.
E. Minor Software Updates, Service Packs and Firmware Updates

Description: IP Office Support Services Customers/Partners are able to receive access to minor
Software Updates, Service Packs and Firmware Updates for their specific system, through the Avaya selfhelp web site (support@avaya.com). Refer to definitions in Appendix B.
Entitled Content and Access to IP Office software and firmware downloads:
IP Office software:
Entitlement: Product registration and valid IP Office Support Services contract.

Single-Sign-on (SSO) login will be required for access.
Customer/Partners with Avaya IP Office Support Services can obtain Major and Minor Software
Releases by initiating a Siebel ticket to engage the GSS organization under the IP Office Support
Services offer entitlement. Avaya will provide the Partner/Customer the license file to be installed
by the Partner/Customer.
Customers are able to receive access to minor Software Updates, Service Packs and Firmware
Updates for their specific system, through the Downloads area on the Avaya self-help web site
(support@avaya.com).
Obtaining an SSO Log-In

Customers and authorized Channel Partners can obtain their SSO Log-in by registering at the Avaya
Support website http://support.avaya.com.
F. Enhanced Remote Connectivity

The enhanced remote connectivity feature is strongly recommended to increase security and to enable
faster troubleshooting, deployment of software and firmware upgrades and service packs, and delivering
services remotely.
Establishing this connection is made easy by the On-Boarding Automation feature, which extracts the IP
Office product configuration.
Enhanced Remote Connectivity is available via SSL/VPN or via Secure Access Link.
Please reference IP Office Product Specification for information about the Enhanced Remote Connectivity
and how to configure the service.
G. IP Office Warranty Coverage

If an IPOSS contract is not in place, the standard Avaya warranty provisions will apply.
IP Office will adhere to the standard Avaya end user warranty offered for all our products and services: one
(1) year return to factory for hardware repair or replacement, and 90 days for software. Warranty eligibility is
validated by Avaya upon receipt of a request. Partners should follow Avayas standard procedures on filing
warranty claims and remedies.
Avayas Warranty Policy can be accessed on support.avaya.com. The Link for Avaya Global Warranty
Policy for End Users can be referenced here.
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H. Optional Phone Parts Coverage (additional cost)

Terminal Replacement coverage is not available as part of the IPOSS offer, but can be purchased
separately. This coverage is available for IP Office supported terminals, at an additional cost.
I.
Entitled Resources Web Services
Description - IP Office Support Services Customers/Partners receive access to Avaya web services such
as:
Service Requests Creation create a web request for support and received enhanced
response.
Parts Replacement Parts can be ordered via a web request, when coverage includes Parts.
Service Requests Status Alerts Register for proactive email or text message alerts on the
status of an Avaya service request.
Avaya E-Notifications Register and receive proactive notifications via email any time new and
modified product documentation and downloads are posted on the support website. These
announcements include Product Correction Notices, Security Advisories, End of Sale Notices,
Services Support Notices and User Guides.
Avaya Support Forums View, post and reply to web-based conversation threads to discuss
Supported Products.
Avaya Knowledge Base Access Avayas on-line knowledge base and use advanced search
engines to find: documentation organized by Supported Product including all available user
guides for product administration and programming, installation, configuration, upgrades and
migrations, and general support; software and firmware download instructions; alarm code
definitions with instructions on how to clear the associated alarms; problem descriptions with
instructions for prescribed resolution; and answers for frequently- and previously-asked
questions.
Interactive Documentation and Online Training Access on-demand flash tutorials with how
to instructions.
My Reports View and create reports for service requests and entitlements across all of the
Customers Sold To numbers.
Benefits Customers can access a wide variety of web-based services to get answers to
questions about product & troubleshooting, features/functions, and general usability. Customers
can get access to information when they need it, so they can diagnose, isolate, troubleshoot and
resolve issues.
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V. Pricing and Discounting

The IP Office Support Services price is easily determined by the Delivery Model, Selected Coverage
option and the IP Office server type in the customers IP Office configuration.
IPOSS pricing for Two-Tier Partners is available from their Distributor. Pricing for Single-Tier Partners is
available on the Avaya Price List.
IPOSS Server Types
There are three generic server types for IPOSS:
1. IP500v2 - applies to 500v2, or 500L (500v1 is only supported through Release 9.0)
2. DL360G - applies to the large Linux server (DL360G and R620)
3. DL120G - applies to the small Linux servers (DL120G and R210), Virtual Servers, Application
servers, Customer-provided servers, and the ASBCE.
IPOSS coverage is purchased for each server type in the IP Office configuration, and would attract the
respective IPOSS price for the coverage option selected, times the server type quantity,
Please see the IPOSS Additional Coverage Scenarios document on the IPOSS portal page for
information on IP Office configurations for which IPOSS maintenance services may be purchased, and
which server type should be ordered for the respective scenario,
For Partners ordering IPOSS via Distributors (in a Two-Tier model), the specific Partner price will be
provided by their Avaya Distributor. Partners with approval to purchase services in a Single Tier model
may reference pricing in Avaya quote tools.
A. IPOSS Material Codes

IPOSS Material codes reflect a bundled structure. A unique material code has been created for each
combination of entitlement coverage options and delivery models. Thus, while an IPOSS order will consist
of only 1-3 material codes (respective to the server types in the customers IP Office configuration), the
suite of IPOSS materials is comprehensive to suit a customers coverage needs.
As with standard Avaya Red support codes (including Support Advantage, SME-TSP & SME-APR offers),
IPOSS material codes reflect a monthly unit price. The unit price should be ordered for the respective
quantity of servers/gateways in the IP Office configuration.
However; IPOSS material codes should be ordered as a quantity of 1 (Avaya quote tools and ordering
systems automatically calculate the term length and term list price against the monthly unit price when
ordered as a quantity of 1).
Please reference Appendix E at the back of this document for the complete list of IPOSS Per-Server
Material Codes.
B. Single Tier Discounting Table

The table below reflects discounts that are extended only to Single Tier Partners (Tier 1), operating under
Avayas standard terms and conditions, that have negotiated contractual arrangements with Avaya to order
product and services direct upon Avaya. In all other scenarios, partners should receive their IPOSS price
from their Avaya distributor.
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Single Tier Partner Avaya Connect Medal Status
Single Tier Discount
Authorized
25%
Silver
29%
Gold
31%
Platinum
35%
C. One Time Fees

Re Initiation Fee
The Re-initiation Fee policy would apply if the customer previously had IPOSS coverage that had lapsed
per the Re-initiation policy below.
A re-initiation fee will apply if coverage has lapsed for more than 30 days. Per-Incident Support will not be
available if the Customers support agreement has lapsed or was never initiated.
The new Avaya IP Office Support Services coverage is based on a per site basis. The re-initiation fee is a
one-time fee equal to 25% of the price of the first year of the new Avaya IP Office Support Services
coverage, is non-discountable and is subject to change at any time. The applicable re-initiation fee will be
in invoiced and payable when the new coverage is established.
In order to support contract negotiations for new support contracts or renewals/recasts that are occurring in
good faith, there is a grace period for the re-initiation fee. This grace period is limited to 30-days. Service
will not be delivered during grace period.
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VI. IPOSS Quote, Order and Registration Process

A. Process Overview and Best Practices
All IPOSS processes, including the IPOSS order form, can be referenced on the IPOSS web page on the
Avaya Partner Portal. Once you are signed into the portal, you can access the IPOSS page here:
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B. Ordering, Invoicing and Payment Details

An IPOSS order is placed for each End Customer.
For Partners that use the Two Tier Distribution model, Distributors will place the IPOSS order form with
Avaya on your behalf, and please consult your Distributor for instructions on how to place IPOSS orders.
For your convenience, procurement of new customer Sold-To / Functional Location is integrated into the
IPOSS order process.
IPOSS Quoting is available in Avaya Tools: GPPC, Enterprise Configurator (EC) and Avaya Solution
Designer (ASD); or via Distributor Quote tools.
IPOSS Ordering:
New IPOSS Token Process is recommended, and will become the primary ordering method on January
1, 2015 (except for Contact Center coverage)
Contact Center coverage will continue to be ordered using the Global SME Support Orders Order Form.
An associated P.O. must be included with the order form, to specify IPOSS material codes and
quantities.
IP Office Contact Center Services Configuration and Ordering
IP Office Contact Center services (IPOCC and IPO ACCS) are an extension of the IPOSS offer, and are
ordered using the traditional IPOSS order process.
Distributors will place the IPOSS service order to Avaya using:
The Global Transmittal Form which enables auto-procurement and linkage for the new End
Customer Sold-To/FLs.
Or via Avaya One Source
Note: Contact Center services are not currently supported via Avayas new Token Ordering
Process.
IPOSS coverage is required for the entire contact center solution: per-server coverage for each
node/server and per-agent coverage for each contact center license.
C. Renewals
Avaya is working on an automated Renewals solution targeted late 2014.
A Pre-automation Renewals process is in place via Distributors
Avaya provides Distributors with their Renewal Quotes 90 days prior to contract expiration
Quotes are based on the existing IPOSS contract: coverage, term, covered servers
Requests to change IPOSS coverage, covered servers or contract term can be highlighted on the
distributor PO to Avaya, and preferably, please communicate changes to your Distributor in
advance of the renewal quote
Like for like policy applies to renewal
Renewal quotes will reflect current IPOSS pricing
Distributors will forward the Renewal POs to the designated Avaya renewals mailboxes
Avaya Proprietary
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VII. Policies
A. Avaya Sales Engagement Principles and Like-for-Like Policy
If IPOSS is being sold to a customer that has an existing maintenance service contract with Avaya,
Distributors and Business Partners must follow Avaya Sales Engagement Principles and the Like-for-Like
Policy to transition service coverage to IPOSS, and to avoid continued billing of old coverage.
Reference Links:
Sales Engagement Principles link here
Avaya Like-for-Like Policy link here
IPOSS Service Transition Guide link here
Customers migrating to IPOSS from other SME service offers to IPOSS will not incur a Termination Fee
(regardless if contract value has decreased), as long as:
Coverage is not downgraded (for example::full support to remote support; or 24X7 to 8x5)
New IPOSS term must be closest to remaining length of existing contract
An existing Retail service agreement must be recast to IPOSS Wholesale with an Onsite Parts
option
Additional reviews will apply if existing contract is direct and exceeds 750 users/endpoints
Coverage that is not available in IPOSS, such as Terminal Replacement Coverage, is currently
waived from the like for like assessment; this is subject to change.
B. Billing and Contract Start Date

IP Office Support Services billing begins on the first day of the month after the Avaya contract acceptance.
Avaya assigns a Contract start date of the first day of the month following Avaya acceptance of the IPOSS
order request. In cases where there is an existing SME support contract in place; Avaya will assign a start
date that will commence after the existing billing cycle. In all cases the start date will be reflected on the order
email confirmation the Distributor / Partner receives from Avaya.
Per the defined IPOSS process, the IP Office system must be registered to activate the purchased IPOSS
entitlement. Entitlement is required to receive Avaya support or the IPOSS-entitled upgrade licenses. If the
Partner does not promptly complete registration, the IPOSS order will still be invoiced and the contract term
will have begun.
The IPOSS invoice will be generated out of SAP, and payment is expected in net payment terms, as
specified in the IPOSS SAS.
C. Contract Payment Terms

Avaya Office Support Services is offered in the following contract payment terms: 1 Year, 3 Year and 5 Year,
all terms are total prepay.
D. Equipment Certification
Certification helps ensure that Avaya or Avaya-supported products are in good operating condition by meeting
environmental, technical and cosmetic requirements and verifying that the products meet minimum release standards
(for serviceability reasons). The act of certification helps safeguard that such products have not reached the end-user
customer by a route that included the breach of any purchase agreement.
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The intent of certification is to support customer reuse of previous in-service equipment. Used equipment is defined as
any equipment that is not new provided by Avaya or an authorized Business Partner. Equipment that is in anyway
suspect of being acquired by means of gray market activity will not be certified.
Avaya Connect Platinum and Gold Partners can complete the certification questions in the IPOSS order form
to determine they can self-certify.
For IP Office systems that have been out of warranty or maintenance for more than 90 days, please refer to
the Avaya Global Certification Policy for details here.
E. Coverage Options at a Single Location

Independent Products or Applications at the Same Site
All Avaya Supported Products at a single location that are not integrated with each other can be covered by
different levels of Avaya IP Office Support Services coverage (e.g., Communications Manager with Onsite
Support and Modular Messaging with Parts) with the exception of common server products. With the
exception of CM and MM, common server products must be covered by the same level of Parts or Onsite
coverage (e.g., Session Manager and Meeting Exchange with Onsite Support 8x5). If the Customer is found
to have varying levels of coverage on common server products at the same site, the products covered at a
lower level of coverage will be brought up to the higher level of coverage and Avaya shall bill the Customer
for the incremental charge, calculated to be co-terminus with existing coverage.
Integrated Applications
All Avaya solutions that are integrated with other Avaya solutions (e.g., Communication Manager integrated
with Avaya Call Center) can be covered by different levels of Avaya IP Office Support Services coverage but
must have the same delivery option (either all Avaya Delivery or all Co-Delivery). All integrated solutions
must be covered by at least Business Hour Support (8x5x5). If the Customer is found to have fragmented
coverage whereby one application is not covered by at least Business Hour Support (8x5x5), the Customer
will be notified of the coverage requirements. In the event that coverage is not initiated on the uncovered
solution(s) within ninety (90) days of such notification, support on the covered solution will be treated as
though canceled by the Customer as per the Termination of Support provisions set forth below and the
cancellation fees set forth below will apply.
Product or Software Bundles
When Customers purchases a software bundle, all applications within the bundle will be covered with the
same offer.
F. Fragmented Maintenance Policy

The Fragmented Maintenance Policy applies to Avayas Maintenance Service Agreement offers, and
requires that all Products of the same type located at a customer site carry the same maintenance
coverage. Products of the same type means that if the hardware or software is part of the same system, it
is considered the same type, and must carry consistent coverage.
See the Global Fragmented Maintenance Policy on the Avaya IP Office Support Services web site for
details.
G. Co-Termination
Co-Termination will apply at the application level, within a system. We will co-terminate support for add-ons
to the existing contracts. In this scenario, the end date of the adds and will co-terminate on the same
contract expiration date of the original contract.
Avaya Proprietary
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H. Partner to Partner Policies

Partner buying any Maintenance services from another Partner
No 3-tiering allowed, except by special bid. Definition of 3-tiering is when a partner buys a service from
Avaya and incorporates it into an offer that they then sell to another partner for resale to an end user. If this
occurs via Special bid, then the coverage must be at the level that the prime partner can sell (Wholesale vs.
Co-Delivery as an example)
Partner to Partner Feet on the Street
Partner can purchase non-Avaya on-site support (feet on the street) from another partner or from their
distributor.
Partner to Partner other services support
Partner can purchase non-Avaya support above and beyond Business Hour Support (8x5x5) from another
partner (ex. Remote support, on-site etc).
I.
Termination
There is no refund provision for IPOSS, with the exception noted below.
The Partner may cancel an IPOSS contract with written notice within 30 days of Avaya contract acceptance
and receive a refund for the pre-paid IPOSS service, provided that:
J.
IPOSS support requests were not raised to Avaya

IPOSS-entitled upgrade license requests were not made to Avaya.
If the IPOSS contract was transitioned from a different Avaya service contract, the termination fee
from the replaced contract will apply in full (even if the termination fee was waived as part of the
IPOSS purchase).
Service Exclusions for Avaya IP office Support Services Offers
The following exclusions apply to the Avaya IP Office Support Services offer.
Support does not include any customization of, or labor to install, software application on the
Hardware.
Major and Minor Software Upgrades, covers only the actual software application when upgrading
from one release to a subsequent full release. It does not include:
o Installation, professional services or other service charges.
o Any provisioning of the software.
o Any and all equipment costs
o Upgrading of components located in a customer crash kit or maintenance spared
equipment
o Hardware changes required to comply with minimum vintage requirements.
o Project Management costs.
o Upgrades to any and all adjunct software applications.
o New feature functionality or capacity requirements associated with additional software
licensing.
o Migrating the software application to a new or different hardware platform.
Customers are not required by Avaya to upgrade their systems it is their choice. However, for
those who choose not to upgrade their software during the term of the support agreement, they
will not be refunded any portion of their contract.
Media or Hardware replacement for damages or malfunctions caused by: (1) actions of nonAvaya personnel or the attachment of products not supported by Avaya; (2) failure to follow
manufacturers 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
Avaya Proprietary
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to products if Customer or Customer authorized party modified the product in any manner, shall
not be covered.
Advance Parts Replacement 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.
On-Site Technical Support is not provided as part of the Business Hour Support (8x5x5) or Any
Time-Any Day Support (24x7x365) offers. If Customers requirements necessitate an on-site
technician, Avaya will dispatch a field technician to Customers site, and bill the Customer the
applicable current Time and Materials rates, where available and applicable. Customers can also
contact their Channel Partners for any on-site support.
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.
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.
VIII. Extended Support

Avaya may discontinue or limit the scope of services for Supported Products that Avaya has declared end
of life, end of service, end of support, manufacture discontinue or similar designation (End of
Support) effective as of the effective date of the manufacturer's End of Support notice. Following the
effective date, Avaya services for Supported Products under manufacturer End of Support will be under the
terms of Extended Services Support. Unless the Customers Commercial Agreement specifies how End of
Manufacturer Support products will be treated, Avaya will continue to provide the same level of support
described in this document for End of Support products, with the following exceptions:
Product Engineering support and going-forward maintenance upgrades, such as Product

Correction Notices (PCNs), bug fixes and interoperability/usability solutions, are no longer
provided.
Certain faults or functionality issues may not be resolvable without upgrading the system to a
version currently supported by the manufacturer. The Customer will be responsible for the costs
associated with any upgrades.
Replacement parts, products or components may become increasingly scarce or require
replacement with substitute parts.
The Customer may experience delays in response or repair intervals.
Extended Services Support is provided only to the Avaya Customer purchasing support services (i.e., Avaya
IP Office Support Services) for the affected Supported Products. Customers who have not purchased
support services for the affected Supported Product are not eligible for Maintenance Per Incident (a.k.a.
T&M) services when Extended Services Support becomes effective on such Supported Product.
A list of products that are currently supported is available from Avaya at http://support.avaya.com
(Maintenance Services Index by Product).
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Appendix A: Offer Availability by Product Family

New Products:
IP Office Support Services (IPOSS) was introduced on August 31, 2012, and is available for purchase on
systems with the most-current IP Office release.
Products Migrating to Avaya IP Office Support Services:
Existing Retail offers will migrate to Wholesale Delivery models.
Other SME Products:

Other SME products will not be migrated to IP Office Support Services; these products are considered
legacy products. This includes:
Any IP Office releases prior to the most-current IP Office release

Business Communications Manager(BCM)
NORSTAR
Merlin
Partner
Appendix B: Definitions of Terms Related to

Updates, Service Packs, Firmware Updates
Per Avaya Lifecycle Policy
Major Release means a major change to the Licensed Software that introduces new features and
functionality. A Major Release is typically designated as a change in the digit(s) to the left of the first decimal
point (e.g. [n].y.z).
Minor Release means a minor change to the Licensed Software that introduces a limited amount of new
features and functionality. A Minor Release is typically designated as a change in the digit(s) to the right of
the first decimal point (e.g. [n].y.z).
Patch means an update to the Licensed Software typically providing error corrections provided between
Major Releases, Minor Releases and Service Packs to address Critical Problems that cannot be resolved
through application of the latest Service Pack or latest Major or Minor Release of the Licensed Software.
Service Pack means an update to the Licensed Software typically containing fixes for Non-Critical
Problems and Critical Problems and which typically include cumulative fixes from prior Patches and Service
Packs. Service Packs generally follow a predictable delivery schedule.
Update means a minor change to the Licensed Software that typically introduces maintenance corrections
only. An Update is typically designated as a change in the digit(s) to the right of the second decimal point
(e.g. n.y.[z]) representing a re-release of the corrected Licensed Software version, or an issue(s)-specific
correction provided in the form of a Patch, Service Pack or other maintenance release.
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Appendix C: Definitions of Severity Levels

Outage Service Request: A real-time service or product outage in a production system that could require
drastic measures to restore (such as a system restart), severely downgrades service capacity, or results in a
loss of service for a significant number of end users. This situation severely impacts productivity or creates a
significant financial impact or presents a risk for loss of human life. NOTE: requires customer to commit to
24x7 dedicated resource until restoration/workaround. Formerly referred to as Severity 1.
Severe Business Impact Service Request: Severe degradation of production system or service
performance for which there is no active workaround and problem severely impacts service quality or the
control or the operational effectiveness of the product affects a significant number of users and creates
significant productivity or financial impact. This situation materially obstructs the firms ability to deliver
goods or services also includes automated product alarms which meet the Severe Business Impact criteria
as noted above. NOTE: requires customer to commit to a 24x7 resource (if so entitled, or 8x5 if not) until
restoration/workaround. Formerly referred to as Severity 2.
Business Impact Service Request: Significant degradation to the systems operation, maintenance or
administration: requires attention needed to mitigate a material or potential effect on system performance,
the end-customers or on the business. Also includes automated product alarms which meet the Business
Impact criteria as noted above. Formerly referred to as Severity 3.
Non-Service Impact Service Request: A question or problem that does not immediately impair the
functioning of the product or system and which does not materially affect service to end-customers. If
related to a problem, the problem has a tolerable workaround. Includes consultation, records corrections
and administrative issues. Formerly referred to as Severity 4.
Local Language Support
The following languages are supported within GSS Service desk globally.
**English, French, Italian, Spanish, Hungarian, Dutch, Czech, Polish, Russian, Portuguese, Mandarin,
Chinese, Korean & Japanese.
When working in non-English languages, the Service desk associate will create the case and translate into
English for escalation support.
Appendix D: Geographic Parts Availability

To qualify for the Parts coverage, the end-user site must be located within an Avaya covered major
metropolitan area, and the response interval will be defined by geographic availability.
You must check the Parts Availability Tool to reference available parts coverage for the end-user site before
purchasing Parts coverage.
Access to the Parts Availability Tool via the EC Portal:
EMEA Region: http://www.avaya.com/ebizu
Other Regions: http://www.avaya.com/ebizn
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Appendix E: IPOSS Material Codes

Note: Reference the IPOSS Additional Coverage Scenarios for guidance on which codes to order for IP Office
running on Virtualized or Customer-Provided servers. IPOSS ordered via the Token process will use the
respective material code noted below, with a T suffix- for example, 271605T
.IPOSS Per-Server Material Codes 1 Year Term
COVERAGE DESCRIPTION 1 Year Term
MATERIAL
CODE
IPO RTS 24X7 - 500 V2 1YPP
271605
IPO RTS 24X7 - 360G7 1YPP
271606
271607
IPO C/D RTS 24X7 - 500 V2 1YPP
271608
IPO C/D RTS 24X7 - 360G7 1YPP
271609
271610
IPO RTS 24X7 APR NBD - 500 V2 1YPP
271611
IPO RTS 24X7 APR NBD - 360G7 1YPP
271612
271613
IPO C/D RTS 24X7 APR NBD - 500 V2 1YPP
271614
IPO C/D RTS 24X7 APR NBD - 360G7 1YPP
271615
271616
IPO RTS 24X7 APR 4HR - 500 V2 1YPP
271617
IPO RTS 24X7 APR 4HR - 360G7 1YPP
271618
271619
IPO C/D RTS 24X7 APR 4HR - 500 V2 1YPP
271620
IPO C/D RTS 24X7 APR 4HR - 360G7 1YPP
271621
271622
271629
271630
271631
271632
271633
271634
271635
271636
271637
271638
271639
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Page 23 of 32

271640
271641
271642
271643
271644
271645
271646
MATERIAL
CODE
Wholesale Onsite APR US Only
IPO RTS 8X5 ONSITE APR NBD - 500 V2 1YPP
271647
IPO RTS 8X5 ONSITE APR NBD - 360G7 1YPP
271648
271649
IPO RTS 8X5 ONSITE APR 4HR - 500 V2 1YPP
271650
IPO RTS 8X5 ONSITE APR 4HR - 360G7 1YPP
271651
271652
IPO RTS 24X7 ONSITE APR NBD - 500V2 1YPP
271623
271624
271625
IPO RTS 24X7 ONSITE APR 4HR - 500V2 1YPP
271626
271627
271628
IPOSS Per-Server Material Codes 3 Year Term

MATERIAL
CODE
271653
271654
271655
271656
271657
271658
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271659
271660
271661
271662
271663
271664
271665
271666
271667
271668
271669
271670
271677
271678
271679
271680
271681
271682
271683
271684
271685
271686
271687
271688
271689
271690
271691
271692
271693
271694

Wholesale Onsite APR US Only
MATERIAL
CODE
271695
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271696
271697
271698
271699
271700
271671
271672
271673
271674
271675
271676
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IPOSS Per-Server Material Codes 5 Year Term
MATERIAL
CODE
271701
271702
271703
271704
271705
271706
271707
271708
271709
271710
271711
271712
271713
271714
271715
271716
271717
271718
271725
271726
271727
271728
271729
271730
271731
271732
271733
271734
271735
271736
271737
271738
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271739
271740
271741
271742
MATERIAL
CODE
Wholesale Onsite APR (US-Only)
271743
271744
271745
271746
271747
271748
271719
271720
271721
271722
271723
271724
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IPOCC Per-User Material Codes

Material Code
Description
Contract
Term
(in months)
Quantity
MPG
Product
Category
Ordered
on
Distributor
PO
IPOCC Wholesale Material Codes

283271
283274
IPOCC RTS 24X7 - VCE AGT 1YPP
12
12
1
1
Z1
Z1
M04 MTCE SME
IPOCC RTS 24X7 - MUTLI CH AGT 1YPP
283277
IPOCC RTS 24X7 - SPV 1YPP
12
Z1
M04 MTCE SME
283289
12
Z1
M04 MTCE SME
283292
12
Z1
M04 MTCE SME
283295
12
Z1
M04 MTCE SME
283272
36
Z1
M04 MTCE SME
283275
36
Z1
M04 MTCE SME
283278
36
Z1
M04 MTCE SME
283290
36
Z1
M04 MTCE SME
283293
36
Z1
M04 MTCE SME
283296
36
Z1
M04 MTCE SME
283273
60
Z1
M04 MTCE SME
283276
60
Z1
M04 MTCE SME
283279
60
Z1
M04 MTCE SME
283291
60
Z1
M04 MTCE SME
283294
60
Z1
M04 MTCE SME
283297
60
Z1
M04 MTCE SME
M04 MTCE SME
IPOCC Co-Delivery Material Codes

283280
IPOCC C/D RTS 24X7 - VCE AGT 1YPP
12
Z1
M04 MTCE SME
283283
IPOCC C/D RTS 24X7 - MUTLI CH AGT 1YPP
12
Z1
M04 MTCE SME
283286
IPOCC C/D RTS 24X7 - SPV 1YPP
12
Z1
M04 MTCE SME
283298
283301
12
12
Z1
Z1
M04 MTCE SME
1
1
283304
12
Z1
M04 MTCE SME
283281
36
Z1
M04 MTCE SME
283284
36
Z1
M04 MTCE SME
283287
36
Z1
M04 MTCE SME
283299
36
Z1
M04 MTCE SME
283302
36
Z1
M04 MTCE SME
283305
36
Z1
M04 MTCE SME
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M04 MTCE SME
283282
60
Z1
M04 MTCE SME
283285
60
Z1
M04 MTCE SME
283288
60
Z1
M04 MTCE SME
283300
60
Z1
M04 MTCE SME
283303
60
Z1
M04 MTCE SME
283306
60
Z1
M04 MTCE SME
ACCS Per-User Material Codes

Material Code
Description
Contract
Term
(in months)
Quantity
MPG
Product
Category
Z1
Z1
M04 MTCE SME
Ordered
on
Distributor
PO
IPO ACCS Wholesale Material Codes

284076
284077
IPO ACCS RTS 24X7 - VCE AGT 1YPP
12
IPO ACCS RTS 24X7 - MMED AGT 1YPP
12
1
1
284078
IPO ACCS RTS 24X7 - SPV 1YPP
12
Z1
M04 MTCE SME
284079
IPO ACCS RTS 24X7 - Base SFTW BNDL 1YPP
12
Z1
M04 MTCE SME
284124
IPO ACCS RTS 24X7 - R620 1YPP
12
Z1
M04 MTCE SME
284125
IPO ACCS RTS 24X7 APR NBD - R620 1YPP
12
Z1
M04 MTCE SME
284126
IPO ACCS RTS 24X7 APR 4HR - R620 1YPP
12
Z1
M04 MTCE SME
284127
IPO ACCS RTS 24X7 ONSITE APR NBD - R620 1YPP
12
Z1
M04 MTCE SME
284128
IPO ACCS RTS 24X7 ONSITE APR 4HR - R620 1YPP
12
Z1
M04 MTCE SME
284100
12
Z1
M04 MTCE SME
284101
12
Z1
M04 MTCE SME
284102
12
Z1
M04 MTCE SME
284103
12
Z1
M04 MTCE SME
284148
12
Z1
M04 MTCE SME
284149
12
Z1
M04 MTCE SME
284150
12
Z1
M04 MTCE SME
284151
12
Z1
M04 MTCE SME
284152
12
Z1
M04 MTCE SME
284084
36
Z1
M04 MTCE SME
284085
36
Z1
M04 MTCE SME
284086
36
Z1
M04 MTCE SME
284087
36
Z1
M04 MTCE SME
284132
36
Z1
M04 MTCE SME
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M04 MTCE SME
284133
36
Z1
M04 MTCE SME
284134
36
Z1
M04 MTCE SME
284135
36
Z1
M04 MTCE SME
284136
36
Z1
M04 MTCE SME
284108
36
Z1
M04 MTCE SME
284109
36
Z1
M04 MTCE SME
284110
36
Z1
M04 MTCE SME
284111
36
Z1
M04 MTCE SME
284156
36
Z1
M04 MTCE SME
284157
36
Z1
M04 MTCE SME
284158
36
Z1
M04 MTCE SME
284159
36
Z1
M04 MTCE SME
284160
36
Z1
M04 MTCE SME
284092
60
Z1
M04 MTCE SME
284093
60
Z1
M04 MTCE SME
284094
60
Z1
M04 MTCE SME
284095
60
Z1
M04 MTCE SME
284140
60
Z1
M04 MTCE SME
284141
60
Z1
M04 MTCE SME
284142
60
Z1
M04 MTCE SME
284143
60
Z1
M04 MTCE SME
284144
60
Z1
M04 MTCE SME
284116
60
Z1
M04 MTCE SME
284117
60
Z1
M04 MTCE SME
284118
60
Z1
M04 MTCE SME
284119
60
Z1
M04 MTCE SME
284164
60
Z1
M04 MTCE SME
284165
60
Z1
M04 MTCE SME
284166
60
Z1
M04 MTCE SME
284167
60
Z1
M04 MTCE SME
284168
60
Z1
M04 MTCE SME
IPO ACCS Co-Delivery Material Codes

284080
IPO ACCS C/D RTS 24X7 - VCE AGT 1YPP
12
Z1
M04 MTCE SME
284081
IPO ACCS C/D RTS 24X7 - MMED AGT 1YPP
12
Z1
M04 MTCE SME
284082
IPO ACCS C/D RTS 24X7 - SPV 1YPP
12
Z1
M04 MTCE SME
284083
IPO ACCS C/D RTS 24X7 - Base SFTW BNDL 1YPP
12
Z1
M04 MTCE SME
284129
IPO ACCS C/D RTS 24X7 - R620 1YPP
12
Z1
M04 MTCE SME
Avaya Proprietary
Page 31 of 32
284130
IPO ACCS C/D RTS 24X7 APR NBD - R620 1YPP
12
Z1
M04 MTCE SME
284131
IPO ACCS C/D RTS 24X7 APR 4HR - R620 1YPP
12
Z1
M04 MTCE SME
284104
12
Z1
M04 MTCE SME
284105
12
Z1
M04 MTCE SME
284106
12
Z1
M04 MTCE SME
284107
12
Z1
M04 MTCE SME
284153
12
Z1
M04 MTCE SME
284154
12
Z1
M04 MTCE SME
284155
12
Z1
M04 MTCE SME
284088
36
Z1
M04 MTCE SME
284089
36
Z1
M04 MTCE SME
284090
36
Z1
M04 MTCE SME
284091
36
Z1
M04 MTCE SME
284137
36
Z1
M04 MTCE SME
284138
36
Z1
M04 MTCE SME
284139
36
Z1
M04 MTCE SME
284112
36
Z1
M04 MTCE SME
284113
36
Z1
M04 MTCE SME
284114
36
Z1
M04 MTCE SME
284115
36
Z1
M04 MTCE SME
284161
36
Z1
M04 MTCE SME
284162
36
Z1
M04 MTCE SME
284163
36
Z1
M04 MTCE SME
284096
60
Z1
M04 MTCE SME
284097
60
Z1
M04 MTCE SME
284098
60
Z1
M04 MTCE SME
284099
60
Z1
M04 MTCE SME
284145
60
Z1
M04 MTCE SME
284146
60
Z1
M04 MTCE SME
284147
60
Z1
M04 MTCE SME
284120
60
Z1
M04 MTCE SME
284121
60
Z1
M04 MTCE SME
284122
60
Z1
M04 MTCE SME
284123
60
Z1
M04 MTCE SME
284169
60
Z1
M04 MTCE SME
284170
60
Z1
M04 MTCE SME
284171
60
Z1
M04 MTCE SME
Avaya Proprietary
Page 32 of 32

IP Office Support Services - Global Offer Definition - Nov 3 PDF

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Global Offer Definition

2013 Avaya Inc. All Rights Reserved.

IP Office Support Services Offer Definition

Service Agreement Supplements ................................................................................................................ 4

Value Proposition ........................................................................................................................................ 5

IP Office Support Services Complements Partners Services Offerings ............................................................. 5

IV. Offer Components and Coverage Options ........................................................................................................ 6

Optional Parts Replacement (available in select geographies) .................................................................. 8

IP Office Contact Center Coverage ............................................................................................................. 9

IPOSS Entitlement for Major and Minor Software Upgrades .................................................................... 10

Minor Software Updates, Service Packs and Firmware Updates ............................................................. 11

Enhanced Remote Connectivity ................................................................................................................ 11

IP Office Warranty Coverage .................................................................................................................... 11

Optional Phone Parts Coverage (additional cost) ..................................................................................... 12

Entitled Resources Web Services .......................................................................................................... 12

V. Pricing and Discounting .................................................................................................................................... 13

IPOSS Material Codes .............................................................................................................................. 13

Single Tier Discounting Table ................................................................................................................... 13

One Time Fees .......................................................................................................................................... 14

VI. IPOSS Quote, Order and Registration Process............................................................................................... 15

Process Overview and Best Practices ...................................................................................................... 15

Ordering, Invoicing and Payment Details .................................................................................................. 16

VII. Policies ............................................................................................................................................................ 17

Avaya Sales Engagement Principles and Like-for-Like Policy .................................................................. 17

Billing and Contract Start Date .................................................................................................................. 17

Contract Payment Terms .......................................................................................................................... 17

Equipment Certification ............................................................................................................................. 17

Coverage Options at a Single Location ..................................................................................................... 18

Fragmented Maintenance Policy ............................................................................................................... 18

Partner to Partner Policies ........................................................................................................................ 19

Version 1.8 (November 3, 2014)

IP Office Support Services Offer Definition

Service Exclusions for Avaya IP office Support Services Offers .............................................................. 19

VIII. Extended Support .......................................................................................................................................... 20

Version 1.8 (November 3, 2014)

IP Office Support Services Offer Definition

II. Offer Summary

Single fee per node

A. Service Agreement Supplements

Version 1.8 (November 3, 2014)

IP Office Support Services Offer Definition

III. Delivery Models

Services are sold and billed on a Channel Partner contract.

Version 1.8 (November 3, 2014)

IP Office Support Services Offer Definition

Customer relationship management (quoting, ordering, billing, collection, etc.)

Avaya provides Tier II through Tier IV Remote Technical Support.

Maintain certification requirements.

Tier III / Tier IV Remote Technical Support.

IV. Offer Components and Coverage Options

Version 1.8 (November 3, 2014)

IP Office Support Services Offer Definition

A. Base Offer Remote Technical Support for Hardware and Software

Business Hour Support (8x5x5)

Version 1.8 (November 3, 2014)

IP Office Support Services Offer Definition

Any Time / Any Day Support (24x7x365)

* Severity levels are defined in Appendix C.

B. Optional Parts Replacement (available in select geographies)

Onsite Support coverage includes the following services:

Version 1.8 (November 3, 2014)

IP Office Support Services Offer Definition