IP Office Support Services

Global Offer Definition

Stacey Gallanis
February, 2014

Offer Definition Revision History

1.0

Version

Date

Description/Comments

1.0

August, 2012

1.1

September 28, 2012

1.2

August 5, 2013

1.3

October 14, 2013

Offer clarifications on Renewals process, and

termination.

1.4

February 14, 2014

Offer extension for IP Office Contact Center IPOCC.

Updated Delivery Models table to denote the

Onsite APR option for US Wholesale
Offer clarifications for IP Office R 9.0.
Change to Co-Delivery: effective Oct 1, 2013, CoDelivery eligibility will require either ACSS or
SME Expert certification.

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Table of Contents
1
2

Introduction ................................................................................................................................ 4
Offer Summary .......................................................................................................................... 4
2.1 Service Agreement Supplements ....................................................................................... 4
2.2 Value Proposition ................................................................................................................ 5
3 Delivery Models ......................................................................................................................... 5
3.1 Wholesale ........................................................................................................................... 6
3.2 Co-Delivery ......................................................................................................................... 6
4 Offer Components and Coverage Options ................................................................................ 8
4.1 Base Offer - Remote Technical Support for Hardware and Software ................................. 8
Remote Tech Support Coverage Options ........................................................................................ 8
4.1.1
Business Hour Support (8x5x5) ........................................................................................ 8
4.1.2
Any Time / Any Day Support (24x7x365) .......................................................................... 9
4.2 Optional Parts Replacement (available in select geographies) ........................................ 10
4.3 IP Office Contact Center Coverage - IPOCC .................................................................... 11
4.4 IPOSS Entitlement for Major and Minor Software Upgrades ............................................ 12
4.5 Minor Software Updates, Service Packs and Firmware Updates ..................................... 12
4.6 Enhanced Remote Connectivity ........................................................................................ 13
4.7 IP Office Warranty Coverage ............................................................................................ 13
4.8 Optional Phone Parts Coverage (additional cost) ............................................................. 13
4.9 Entitled Resources - Web Services .................................................................................. 13
5 Pricing and Discounting ........................................................................................................... 15
5.1 IPOSS Pricing for Single Tier Partners - List Pricing Sample shown in USD ................... 15
5.2 IPOSS Material Codes ...................................................................................................... 17
5.3 Single Tier Discounting Table ........................................................................................... 17
5.4 One Time Fees ................................................................................................................. 18
6 IPOSS Quote, Order and Registration Process ...................................................................... 19
6.1 Process Overview ............................................................................................................. 19
6.2 IPOSS Best Practices ....................................................................................................... 20
6.3 Ordering, Invoicing and Payment Details.......................................................................... 20
6.4 Renewals .......................................................................................................................... 21
7 Policies .................................................................................................................................... 22
7.1 Avaya Sales Engagement Principles and Like-for-Like Policy ......................................... 22
7.2 Billing and Contract Start Date .......................................................................................... 22
7.3 Contract Payment Terms .................................................................................................. 22
7.4 Equipment Certification ..................................................................................................... 22
7.5 Coverage Options at a Single Location ............................................................................ 23
7.6 Fragmented Maintenance Policy ...................................................................................... 23
7.7 Co-Termination ................................................................................................................. 24
7.8 Partner to Partner Policies ................................................................................................ 24
7.9 Termination ....................................................................................................................... 24
7.10 Service Exclusions for Avaya IP Office Support Services Offers ..................................... 24
8 Extended Support .................................................................................................................... 25
Appendix A: Offer Availability by Product Family .......................................................................... 27
Appendix B: Definitions of Terms Related to Updates, Service Packs, Firmware Updates ......... 28
Appendix C: Definitions of Severity Levels ................................................................................... 29
Appendix D Geographic Parts Availability .................................................................................. 30
Appendix E IPOSS Material Codes ............................................................................................ 31

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1 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 IP Office
Release 8.1, and future releases.
This portfolio of services is tailored to meet a wide range of customer needs, by providing a
solution-centric 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 by clicking here, or the direct link is:
https://avaya.my.salesforce.com/apex/sp_ViewDetailPage?c=a3d30000000L5uhAAC&I
d=a3j30000000L3jVAAS

2 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 during customers business hours
(optional 24x7 support is available at an additional cost) , free major software
upgrades, 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 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 IP Office Support Services is not required attach, with the exception of IP Office
Contact Center services, where IPOSS is required. However, IPOSS is Avayas manufacturer
support service offer for IP Office 8.1 and future releases. If IPOSS coverage is purchased for an
IP Office Server Edition solution, IPOSS coverage is required for all servers in the solution.
The IPOSS coverage is Day 2 coverage, and does not include implementation support.

2.1 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.
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Once you are signed into the portal, you can access the IPOSS SAS here:

2.2 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.
Customer must be on the current release of IP Office (R8.1 and beyond) to purchase the IPOSS
service offer. Customers on IP Office R8.0 and prior must first purchase an IP Office transactional
upgrade to the current IP Office release before purchasing the IPOSS service offer.
IP Office SW Upgrades are a core value in IP Office Support Services, and customers with the
offer will be entitled to free major software upgrade license/s.
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-of-use 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.
IP Office Support Services is the only Manufacturer Support Offer available for IP Office Release
8.1 and future releases. Customers can keep their systems up to date with the latest software
fixes.

3 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 models:
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3.1

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 (or the IP Office 8.1+ upgrade is completed
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.

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.
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

3.2

Avaya provides Tier II through Tier IV Remote Technical Support

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
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Tier III / Tier IV Remote Technical Support

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4 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.

4.1 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 on-site
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)

4.1.1 Business Hour Support (8x5x5)

Business Hour Support (8x5x5) is the minimum support required to request and receive on-going
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.

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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 (8 x 5 x 5) Support Coverage:
Severity 1*

Severity 2*

Avaya provides
Standard Business
Hours (8x5x5)
support and will use
commercially
reasonable efforts to
begin work on a
request for remote
support within:
15 minutes for web
tickets
1 Hour for telephone
requests
during standard
business hours

Avaya provides
Standard Business
Hour s (8x5x5)
support and will use
commercially
reasonable efforts to
begin work on a
request for remote
support within:
15 minutes for web
tickets
1 Hour for telephone
requests
during standard
business hours

Severity 3*
Avaya provides
Standard Business
Hours (time zone of
the system) support
and will use
commercially
reasonable efforts to
begin work on a
request for remote
support within:
4 Business Hours
during standard
business hours

Severity 4*
Avaya provides
Standard Business
Hours (time zone of
the system)support
and will use
commercially
reasonable efforts to
begin work on a
request for remote
support
by the close of the
Next Business Day

Note: 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 per
incident rates.
Severity levels are defined in Appendix C.

4.1.2 Any Time / Any Day Support (24x7x365)

Any Time- Any Day Support (24x7x365) includes Business Hour Support entitlements, with
coverage at expanded hours.
Severity 1*

Severity 2*

Avaya provides
around the clock
(24x7) support and
will use commercially
reasonable efforts to
begin work on a
request for remote
support within:
15 minutes for web
tickets
1 Hour for telephone
requests

Avaya provides
around the clock
(24x7) support and
will use commercially
reasonable efforts to
begin work on a
request for remote
support within:
15 minutes for web
tickets
1 Hour for telephone
requests

Severity 3*
Avaya provides
Standard Business
Hours (time zone of
the system) support
and will use
commercially
reasonable efforts to
begin work on a
request for remote
support within:
4 Business Hours

Severity 4*
Avaya provides
Standard Business
Hours (time zone of
the system)support
and will use
commercially
reasonable efforts to
begin work on a
request for remote
support
by the close of the
Next Business Day

* Severity levels are defined in Appendix C.

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4.2 Optional Parts Replacement (available in select geographies)

Optional Parts Replacement coverage may be purchased in addition to the base coverage of Remote
Technical Support & Upgrades as a bundled coverage. Note: the Parts coverage option corresponds
to the 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.

o
o
o

Parts Next Business Day (NBD): Replacement of parts on a next business day basis.
Additional delivery options for parts available.
Parts 4 Hour: Replacement of 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 technical support.
APR Onsite is available in: Onsite NBD, and Onsite 4 Hour.
Process: An Avaya Backbone engineer (Tier 3) would determine if an On-Site resource is
required with hardware replacement. Hardware would be sent from the Avaya Repair
Depot to the customer location on record. Avaya Field Services would arrive on site to
replace the identified hardware failure and restore to dial-tone level. This would be
similar to first install, and would not include any customer-unique configuration. Any
customer-specific needs around dial plans, voice mail setup, reprogramming for
extension, etc. would be solely the responsibility of the customer.

See matrix for shipping details. NOTE: the part will be sent to the location specified when placing
the request. (It can be shipped directly to the Customer or Partner).

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Type of Part

Shipping Details for Next Business Day

Critical and
Non-Critical
Components

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.
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.

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4.3 IP Office Contact Center Coverage - IPOCC

With the launch of IP Office Contact Center (IPOCC), in February, 2014, IPOSS is being extended
with new coverage options.
Note that unlike the IPOSS base coverage, for IP Office configurations with IPOCC licenses, Avaya
IPOSS and IPOCC Service Coverage is required:

IPOSS Per-Server coverage component for all Avaya-provided servers/nodes in the

IPOCC solution
IPOCC Per-Agent coverage component for all IPOCC licenses in the solution

IP Office Contact Center Services Configuration and Ordering

IP Office Contact Center service is an extension of the IPOSS offer, and is ordered using the
existing IPOSS order process (note that IPOCC ordering via Avayas new Gift Card process is
planned with the next release of Gift Card, in mid-2014.
Distributors will place the IPOSS service order to Avaya with the Global Transmittal Form, which
enables auto-procurement and linkage for the new End Customer Sold-To/FLs.
For IP Office Contact Center configurations, IPOSS is required for IPOCC and the core IP Office
servers. Service pricing for IPOCC is incremental to the per-server IPOSS pricing. The IPOCC
component is priced on a per-agent (voice and multichannel) and per-supervisor basis. The IPOCC
coverage level must match the IPOSS per-server RTS coverage level for: Delivery Model, RTS
Coverage Hours, and Contract Term.
IPOSS coverage begins after the implementation is successfully completed, and becomes active
on the contract start date. When IPOCC 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. Please reference the Avaya price list
for complete IPOSS pricing.

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4.4 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:
all respective servers and customer Sold-To/FLs 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.
Requesting the correct number of licenses is critical for proper operability of the
system. Partial licenses may not be requested.
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.

4.5 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 self-help 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:
Product registration and valid IP Office Support Services contract
Single-Sign-on (SSO) login will be required for access.
Customers/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
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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.

4.6 Enhanced Remote Connectivity

The enhanced remote connectivity feature is available to increase security and to enable faster
troubleshooting, deployment of software and firmware upgrades and service packs, and delivering
services remotely.
This connection is not required but is highly recommended. 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.

4.7 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.

4.8 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.

4.9 Entitled Resources - Web Services

Description IP Office Support Services Customers/Partners receive access to Avaya web
services such as:
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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
Customer's 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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5 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 Server Types
There are three generic server types for IPOSS:
1. IP500v2 applies to 500v1 or 500v2
2. DL360G applies to the large Linux server (DL360G)
3. DL120G applies to the small Linux servers (DL120G and R210), Virtual Servers,
Application 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.

5.1

IPOSS Pricing for Single Tier Partners - List Pricing Sample shown in USD
Note: Partners in the Two-Tier Distribution model will receive their specific pricing from their Avaya
Distributor.

IPOSS Per-Server Pricing Component:

IPOSS Pricing effective 5 August 2013

1 Year shown (USD list), also available in 3 and 5 year terms, all total pre-pay
Wholesale List Price

Co-Delivery List Price

IP 500 V2

HP
DL360G7
Linux

HP
DL120G7
Linux

IP 500 V2

HP
DL360G7
Linux

HP
DL120G7
Linux

8x5 Rem Tech Support & S/W Upgrades

$475

$475

$475

$194

$194

$194

24x7 Rem Tech Support & S/W Upgrades

$535

$535

$535

$248

$248

$248

8x5 Rem Tech Support, NBD APR & S/W Upgrades

$535

$1,375

$975

$256

$550

$351

24x7 Rem Tech Support, NBD APR & S/W Upgrades

$595

$1,435

$1,035

$310

$604

$405

8x5 Rem Tech Support, 4-Hour APR & S/W Upgrades

$550

$1,555

$1,075

$318

$907

$509

24x7 Rem Tech Support, 4-Hour APR & S/W Upgrades

$610

$1,615

$1,135

$372

$961

$563

8x5 Rem Tech Support, Onsite NBD APR & S/W

Upgrades

$655

$2,875

$1,725

N/A

N/A

N/A

24x7 Rem Tech Support, Onsite NBD APR & S/W

Upgrades

$715

$2,935

$1,785

N/A

N/A

N/A

8x5 Rem Tech Support, Onsite 4-Hour APR & S/W

Upgrades

$690

$3,340

$1,840

N/A

N/A

N/A

24x7 Rem Tech Support, Onsite 4-Hour APR & S/W

Upgrades

$750

$3,400

$1,900

N/A

N/A

N/A

Offer Options

Base

Remote Technical Support & S/W Upgrades

With 4-Hour Advance Parts Replacement

With Onsite NBD Advance Parts Replacement

With Onsite 4-Hour Advance Parts Replacement

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.

1.0

Per Server

Base Offer with Parts Options

With NBD Advance Parts Replacement (APR)

Note: On-Site options are available in the US-only.

Please consult the IPOSS Additional Coverage Scenarios document for guidance
on how to order IPOSS coverage for other IP Office server types.

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IPOSS Pricing effective 5 August 2013

3 Year shown (USD list), also available in 1 and 5 year terms, all total pre-pay
Wholesale List Price

Co-Delivery List Price

IP 500

HP DL360G7Linux

HP
DL120G7
Linux

8x5 Rem Tech Support & S/W Upgrades

$1,327

$1,327

$1,327

$540

$540

$540

24x7 Rem Tech Support & S/W Upgrades

$1,494

$1,494

$1,494

$691

$691

$691

8x5 Rem Tech Support, NBD APR & S/W Upgrades

$1,494

$3,838

$2,720

$715

$1,535

$979

24x7 Rem Tech Support, NBD APR & S/W Upgrades

$1,661

$4,005

$2,887

$866

$1,687

$1,130

8x5 Rem Tech Support, 4-Hour APR & S/W Upgrades

$1,535

$4,340

$3,001

$887

$2,529

$1,420

24x7 Rem Tech Support, 4-Hour APR & S/W Upgrades

$1,703

$4,507

$3,168

$1,039

$2,680

$1,570

8x5 Rem Tech Support, Onsite NBD APR & S/W Upgrades

$1,829

$8,023

$4,813

N/A

N/A

N/A

24x7 Rem Tech Support, Onsite NBD APR & S/W Upgrades

$1,996

$8,190

$4,981

N/A

N/A

N/A

8x5 Rem Tech Support, Onsite 4-Hour APR & S/W Upgrades

$1,926

$9,319

$5,134

N/A

N/A

N/A

24x7 Rem Tech Support, Onsite 4-Hour APR & S/W Upgrades

$2,093

$9,486

$5,301

N/A

N/A

N/A

Offer Options

IP 500 V2

HP DL360G7
Linux

HP
DL120G7
Linux

Base

Remote Technical Support & S/W Upgrades

With 4-Hour Advance Parts Replacement

With Onsite NBD Advance Parts Replacement

With Onsite 4-Hour Advance Parts Replacement

Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy.

1.0

Per Server

Base Offer with Parts Options

With NBD Advance Parts Replacement (APR)

Note: On-Site options are available in the US-only.

Please consult the IPOSS Additional Coverage Scenarios document for guidance
on how to order IPOSS coverage for other IP Office server types.

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IPOSS Per-Agent Pricing Component for IPOCC Contact Center Coverage:

5.2 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.
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
Material Codes.

5.3

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.

Single Tier Partner Avaya Connect Medal Status

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Authorized
Silver
Gold
Platinum

25%
29%
31%
35%

5.4 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 reinitiation 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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6 IPOSS Quote, Order and Registration Process

6.1 Process Overview
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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6.2 IPOSS Best Practices

6.3 Ordering, Invoicing and Payment Details

An IPOSS order is placed for each End Customer.
The Global SME Support Orders Order Form specifies the order process and includes helpful
references, including the respective regional email addresses where the order form should be
sent. This form is used for all IPOSS orders (regardless of the Distribution model: Two Tier or
Single Tier). An associated P.O. must be included with the order form, to specify IPOSS material
codes and quantities.
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.
As noted in the IPOSS order form, a Sold-To/End Customer FL may be procured for new
customers by simply entering the required Customer information in the respective section on the
IPOSS order form. See form for details.
IPOSS Quoting is available via Distributor Quote tools, or in Avaya Tools: GPPC, Enterprise
Configurator (EC), EZ Quote and Avaya Solution Designer (ASD)
Automated service ordering for IPOCC with Avaya's new Gift Card process is planned mid-2014.
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The IPOSS invoice will be generated out of SAP, and payment is expected in net payment terms,
as specified in the IPOSS SAS.

6.4 Renewals
Avaya is working on an automated Renewals solution targeted spring, 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

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7 Policies
7.1 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 Likefor-Like Policy to transition service coverage to IPOSS, and to avoid continued billing of old
coverage.
Reference links:
o Sales Engagement Principles link here
o Avaya Like-for-Like Policy link here
o 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:
o Coverage is not downgraded (for example::full support to remote support; or 24X7 to
8X5)
o New IPOSS term must be closest to remaining length of existing contract
o An existing Retail service agreement must be recast to IPOSS Wholesale with an Onsite
Parts option
o Additional reviews will apply if existing contract is direct and exceeds 750
users/endpoints
o 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.

7.2 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.

7.3 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.

7.4 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.

7.5 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 CoDelivery). 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.

7.6 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.

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7.7 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 will co-terminate
on the same contract expiration date of the original contract.

7.8 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).

7.9 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:
IPOSS support requests were not raised to Avaya
IPOSS-entitled upgrade license requests were not made to Avaya. If
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).

7.10 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:

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.

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New feature functionality or capacity requirements associated with additional

software licensing.

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
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.
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.

8 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
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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:
Following GA launch of IP Office Release 8.1, all new product/software releases of IP Office will be sold
with the Avaya IP Office Support Services structure.
Products Migrating to Avaya IP Office Support Services:

For IP Office Release 8.1 and future releases. Existing Retail offers will migrate to Wholesale or
Partner Co-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:

IP Office 8.0 and earlier releases

Business Communications Manager(BCM)
NORSTAR
Merlin
Partner

Block of Hours SME Technical Support for Partners Offer

Following GA launch of IP Office Release 8.1, IP Office Support Services will be the only manufacturers
support offer for IP Office R8.1 and future releases of IP Office. Block of Hours support cannot be used
for IP Office R8.1 and future releases; however, Block of Hours will continue to be available for use on
legacy products (including IP Office release 8.0 and prior releases).

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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

Severity 1: The Supported Product is totally out of service with no acceptable work around resulting in a
loss of service affecting all users at a single site.
Severity 2: The Supported Product is operating with severely reduced functionality causing significant
impact to the Customers business operations, or the loss of service impacting more than twenty-five
percent (25%) of all users at a single site. Product alarms identified as major alarms by EXPERT
SM
Systems .
Severity 3: The Supported Product is operating with reduced functionality causing little or no impact to
the Customer's business operations, or the loss of service to less than twenty-five percent (25%) of all
SM
users at a single site. Product alarms identified as minor alarms by EXPERT Systems .
Severity 4: The Supported Product is operating with full functionality and a service request for
information on features, configuration or use of Supported Product needs to be tracked to completion.

Local Language Support

The following languages are supported within GSS Service desk globally.

When working in non-English languages, the Service desk associate will create the case and translate
into English for escalation support.

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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

IPOSS Material Codes 1 Year Term
COVERAGE DESCRIPTION 1 Year Term
IPO RTS 24X7 - 500 V2 1YPP

271605

IPO RTS 24X7 - 360G7 1YPP

271606

IPO RTS 24X7 - 120G7 1YPP

271607

IPO C/D RTS 24X7 - 500 V2 1YPP

271608

IPO C/D RTS 24X7 - 360G7 1YPP

271609

IPO C/D RTS 24X7 - 120G7 1YPP

271610

IPO RTS 24X7 APR NBD - 500 V2 1YPP

271611

IPO RTS 24X7 APR NBD - 360G7 1YPP

271612

IPO RTS 24X7 APR NBD - 120G7 1YPP

271613

IPO C/D RTS 24X7 APR NBD - 500 V2 1YPP

271614

IPO C/D RTS 24X7 APR NBD - 360G7 1YPP

271615

IPO C/D RTS 24X7 APR NBD - 120G7 1YPP

271616

IPO RTS 24X7 APR 4HR - 500 V2 1YPP

271617

IPO RTS 24X7 APR 4HR - 360G7 1YPP

271618

IPO RTS 24X7 APR 4HR - 120G7 1YPP

271619

IPO C/D RTS 24X7 APR 4HR - 500 V2 1YPP

271620

IPO C/D RTS 24X7 APR 4HR - 360G7 1YPP

271621

IPO C/D RTS 24X7 APR 4HR - 120G7 1YPP

271622

IPO RTS 8X5 - 500 V2 1YPP

271629

IPO RTS 8X5 - 360G7 1YPP

271630

IPO RTS 8X5 - 120G7 1YPP

271631

IPO C/D RTS 8X5 - 500 V2 1YPP

271632

IPO C/D RTS 8X5 - 360G7 1YPP

271633

IPO C/D RTS 8X5 - 120G7 1YPP

271634

IPO RTS 8X5 APR NBD - 500 V2 1YPP

271635

IPO RTS 8X5 APR NBD - 360G7 1YPP

271636

IPO RTS 8X5 APR NBD - 120G7 1YPP

271637

IPO C/D RTS 8X5 APR NBD - 500 V2 1YPP

271638

IPO C/D RTS 8X5 APR NBD - 360G7 1YPP

271639

IPO C/D RTS 8X5 APR NBD - 120G7 1YPP

271640

IPO RTS 8X5 APR 4HR - 500 V2 1YPP

271641

IPO RTS 8X5 APR 4HR - 360G7 1YPP

271642

IPO RTS 8X5 APR 4HR - 120G7 1YPP

271643

IPO C/D RTS 8X5 APR 4HR - 500 V2 1YPP

271644

IPO C/D RTS 8X5 APR 4HR - 360G7 1YPP

271645

IPO C/D RTS 8X5 APR 4HR - 120G7 1YPP

271646

COVERAGE DESCRIPTION 1 Year Term

Wholesale Onsite APR US Only
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IPO RTS 8X5 ONSITE APR NBD - 500 V2 1YPP

271647

IPO RTS 8X5 ONSITE APR NBD - 360G7 1YPP

271648

IPO RTS 8X5 ONSITE APR NBD - 120G7 1YPP

271649

IPO RTS 8X5 ONSITE APR 4HR - 500 V2 1YPP

271650

IPO RTS 8X5 ONSITE APR 4HR - 360G7 1YPP

271651

IPO RTS 8X5 ONSITE APR 4HR - 120G7 1YPP

271652

IPO RTS 24X7 ONSITE APR NBD - 500V2 1YPP

271623

IPO RTS 24X7 ONSITE APR NBD - 360G7 1YPP

271624

IPO RTS 24X7 ONSITE APR NBD - 120G7 1YPP

271625

IPO RTS 24X7 ONSITE APR 4HR - 500V2 1YPP

271626

IPO RTS 24X7 ONSITE APR 4HR - 360G7 1YPP

271627

IPO RTS 24X7 ONSITE APR 4HR - 120G7 1YPP

271628

IPOSS Material Codes 3 Year Term

COVERAGE DESCRIPTION 3 Year Term

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MATERIAL
CODE

IPO RTS 24X7 - 500 V2 3YPP

271653

IPO RTS 24X7 - 360G7 3YPP

271654

IPO RTS 24X7 - 120G7 3YPP

271655

IPO C/D RTS 24X7 - 500 V2 3YPP

271656

IPO C/D RTS 24X7 - 360G7 3YPP

271657

IPO C/D RTS 24X7 - 120G7 3YPP

271658

IPO RTS 24X7 APR NBD - 500 V2 3YPP

271659

IPO RTS 24X7 APR NBD - 360G7 3YPP

271660

IPO RTS 24X7 APR NBD - 120G7 3YPP

271661

IPO C/D RTS 24X7 APR NBD - 500 V2 3YPP

271662

IPO C/D RTS 24X7 APR NBD - 360G7 3YPP

271663

IPO C/D RTS 24X7 APR NBD - 120G7 3YPP

271664

IPO RTS 24X7 APR 4HR - 500 V2 3YPP

271665

IPO RTS 24X7 APR 4HR - 360G7 3YPP

271666

IPO RTS 24X7 APR 4HR - 120G7 3YPP

271667

IPO C/D RTS 24X7 APR 4HR - 500 V2 3YPP

271668

IPO C/D RTS 24X7 APR 4HR - 360G7 3YPP

271669

IPO C/D RTS 24X7 APR 4HR - 120G7 3YPP

271670

IPO RTS 8X5 - 500 V2 3YPP

271677

IPO RTS 8X5 - 360G7 3YPP

271678

IPO RTS 8X5 - 120G7 3YPP

271679

IPO C/D RTS 8X5 - 500 V2 3YPP

271680

IPO C/D RTS 8X5 - 360G7 3YPP

271681

IPO C/D RTS 8X5 - 120G7 3YPP

271682

IPO RTS 8X5 APR NBD - 500 V2 3YPP

271683

IPO RTS 8X5 APR NBD - 360G7 3YPP

271684

AVAYA PROPRIETARY
USE PURSUANT TO COMPANY INSTRUCTIONS

32

1.0

IPO RTS 8X5 APR NBD - 120G7 3YPP

271685

IPO C/D RTS 8X5 APR NBD - 500 V2 3YPP

271686

IPO C/D RTS 8X5 APR NBD - 360G7 3YPP

271687

IPO C/D RTS 8X5 APR NBD - 120G7 3YPP

271688

IPO RTS 8X5 APR 4HR - 500 V2 3YPP

271689

IPO RTS 8X5 APR 4HR - 360G7 3YPP

271690

IPO RTS 8X5 APR 4HR - 120G7 3YPP

271691

IPO C/D RTS 8X5 APR 4HR - 500 V2 3YPP

271692

IPO C/D RTS 8X5 APR 4HR - 360G7 3YPP

271693

IPO C/D RTS 8X5 APR 4HR - 120G7 3YPP

271694

AVAYA PROPRIETARY
USE PURSUANT TO COMPANY INSTRUCTIONS

33

COVERAGE DESCRIPTION 3 Year Term

Wholesale Onsite APR US Only

1.0

MATERIAL
CODE

IPO RTS 8X5 ONSITE APR NBD - 500 V2 3YPP

271695

IPO RTS 8X5 ONSITE APR NBD - 360G7 3YPP

271696

IPO RTS 8X5 ONSITE APR NBD - 120G7 3YPP

271697

IPO RTS 8X5 ONSITE APR 4HR - 500 V2 3YPP

271698

IPO RTS 8X5 ONSITE APR 4HR - 360G7 3YPP

271699

IPO RTS 8X5 ONSITE APR 4HR - 120G7 3YPP

271700

IPO RTS 24X7 ONSITE APR NBD - 500V2 3YPP

271671

IPO RTS 24X7 ONSITE APR NBD - 360G7 3YPP

271672

IPO RTS 24X7 ONSITE APR NBD - 120G7 3YPP

271673

IPO RTS 24X7 ONSITE APR 4HR - 500V2 3YPP

271674

IPO RTS 24X7 ONSITE APR 4HR - 360G7 3YPP

271675

IPO RTS 24X7 ONSITE APR 4HR - 120G7 3YPP

271676

AVAYA PROPRIETARY
USE PURSUANT TO COMPANY INSTRUCTIONS

34

IPOSS Material Codes 5 Year Term

COVERAGE DESCRIPTION 5 Year Term

1.0

MATERIAL
CODE

IPO RTS 24X7 - 500 V2 5YPP

271701

IPO RTS 24X7 - 360G7 5YPP

271702

IPO RTS 24X7 - 120G7 5YPP

271703

IPO C/D RTS 24X7 - 500 V2 5YPP

271704

IPO C/D RTS 24X7 - 360G7 5YPP

271705

IPO C/D RTS 24X7 - 120G7 5YPP

271706

IPO RTS 24X7 APR NBD - 500 V2 5YPP

271707

IPO RTS 24X7 APR NBD - 360G7 5YPP

271708

IPO RTS 24X7 APR NBD - 120G7 5YPP

271709

IPO C/D RTS 24X7 APR NBD - 500 V2 5YPP

271710

IPO C/D RTS 24X7 APR NBD - 360G7 5YPP

271711

IPO C/D RTS 24X7 APR NBD - 120G7 5YPP

271712

IPO RTS 24X7 APR 4HR - 500 V2 5YPP

271713

IPO RTS 24X7 APR 4HR - 360G7 5YPP

271714

IPO RTS 24X7 APR 4HR - 120G7 5YPP

271715

IPO C/D RTS 24X7 APR 4HR - 500 V2 5YPP

271716

IPO C/D RTS 24X7 APR 4HR - 360G7 5YPP

271717

IPO C/D RTS 24X7 APR 4HR - 120G7 5YPP

271718

IPO RTS 8X5 - 500 V2 5YPP

271725

IPO RTS 8X5 - 360G7 5YPP

271726

IPO RTS 8X5 - 120G7 5YPP

271727

IPO C/D RTS 8X5 - 500 V2 5YPP

271728

IPO C/D RTS 8X5 - 360G7 5YPP

271729

IPO C/D RTS 8X5 - 120G7 5YPP

271730

IPO RTS 8X5 APR NBD - 500 V2 5YPP

271731

IPO RTS 8X5 APR NBD - 360G7 5YPP

271732

IPO RTS 8X5 APR NBD - 120G7 5YPP

271733

IPO C/D RTS 8X5 APR NBD - 500 V2 5YPP

271734

IPO C/D RTS 8X5 APR NBD - 360G7 5YPP

271735

IPO C/D RTS 8X5 APR NBD - 120G7 5YPP

271736

IPO RTS 8X5 APR 4HR - 500 V2 5YPP

271737

IPO RTS 8X5 APR 4HR - 360G7 5YPP

271738

IPO RTS 8X5 APR 4HR - 120G7 5YPP

271739

IPO C/D RTS 8X5 APR 4HR - 500 V2 5YPP

271740

IPO C/D RTS 8X5 APR 4HR - 360G7 5YPP

271741

IPO C/D RTS 8X5 APR 4HR - 120G7 5YPP

271742

AVAYA PROPRIETARY
USE PURSUANT TO COMPANY INSTRUCTIONS

35

COVERAGE DESCRIPTION 5 Year Term

Wholesale Onsite APR (US-Only)

1.0

MATERIAL
CODE

IPO RTS 8X5 ONSITE APR NBD - 500 V2 5YPP

271743

IPO RTS 8X5 ONSITE APR NBD - 360G7 5YPP

271744

IPO RTS 8X5 ONSITE APR NBD - 120G7 5YPP

271745

IPO RTS 8X5 ONSITE APR 4HR - 500 V2 5YPP

271746

IPO RTS 8X5 ONSITE APR 4HR - 360G7 5YPP

271747

IPO RTS 8X5 ONSITE APR 4HR - 120G7 5YPP

271748

IPO RTS 24X7 ONSITE APR NBD - 500V2 5YPP

271719

IPO RTS 24X7 ONSITE APR NBD - 360G7 5YPP

271720

IPO RTS 24X7 ONSITE APR NBD - 120G7 5YPP

271721

IPO RTS 24X7 ONSITE APR 4HR - 500V2 5YPP

271722

IPO RTS 24X7 ONSITE APR 4HR - 360G7 5YPP

271723

IPO RTS 24X7 ONSITE APR 4HR - 120G7 5YPP

271724

AVAYA PROPRIETARY
USE PURSUANT TO COMPANY INSTRUCTIONS

36