hNES Support Services What you need to know about PASS, Express & BoH Frankfurt training session April 5-6, 2011

© 2010 Avaya Inc. All rights reserved. Training Summary Data & SME Support Lifecycle Management Services Strategy & Co-Delivery Eligibility T&M Support Finding Info on Services Offers PASS & Express Required Attach & Intellectual Property Quoting & Configuring PASS & ExpressOrder Submission & Entitlement

© 2010 Avaya Inc. All rights reserved. Services Strategy & Co-Delivery Eligibility

© 2010 Avaya Inc. All rights reserved. Services Strategy Go To Market Support Options Services sold to partners to support their customer offerings Customer contact owned by the partner Service delivered to partner by Avaya 4 Customer Partner provides Customer 1 st & 2 nd line support Onsite Labor Avaya provides Customer 1 st & 2 nd line support Onsite Labor L3 Tech Support / Corrective Content Advanced Hardware Replacement Software Upgrades (SRS) Sales/Contract Partner Avaya provides Partner L3 Tech Support / Corrective Content Advanced Hardware Replacement Software Upgrades (SRS) Partner support backed by Avaya PASS Avaya NES Express Services sold through partners and delivered by Avaya Reduce partner investment in training/ infrastructure Customer contacts Avaya directly Support Delivery

© 2010 Avaya Inc. All rights reserved. 55 SolutionsSalesDesign UC 2 x APSS per country1 APDS per region UM CC2 x APSS per country1 APDS per region DATA2 x APSS per country1 APDS per region VIDEO2 x APSS per country1 APDS per region SMEC2 x APSS per countryNot required VINTAGE*2 x PA Sell per country1 PA Design per region Product Sales Authorisation APSS Avaya Professional Sales Specialist APDS Avaya Professional Design Specialist PA – Product Authorisation, Sell & Design * Vintage certification varies by product

© 2010 Avaya Inc. All rights reserved. 666 SolutionsSell Implement min per productMaintain min per product UC YES old 1 PA Implement 1 ACS Implement – for tier 2 escalation into Avaya GSS 1 ACS Implement If no ACS 1 PA Implement required UM CC DATA new 1 ACIS, if no ACIS - ACSS required Tier 2 escalations will require ACSS 1 ACSS VIDEO Service Assessment Remote assessment if Implement only Onsite Assessment if Install/Maintain Onsite Assessment SMEC YES Not required ACS Implement & ACSS available but not an Avaya Co-delivered product VINTAGE YES 1 PA Implement 1 PA Maintain or PA Implement product dependent Product Services Authorisations ACIS Avaya Certified Implementation Specialist Required now where available ACSS Avaya Certified Support Specialist Launching from June 2011 ACS Implement Avaya Certified Specialist Extended to 31/12 (new valid for 2 years) PA – Product Authorisation, Sell & Design Extended until 31/12 for Co-delivery

© 2010 Avaya Inc. All rights reserved. 7 Onsite Service Assessment Maintenance Authorisation – Co-Delivery The On-site Implementation and Support Assessment must be completed, whether you are of Authorized, Silver, Gold or Platinum partner status. The Assessment focuses on your operational structure and processes used to provide effective customer service to our joint customers. The Assessment will cover: Front-line Customer Service Field Service Installation and Project Management Operational Performance Spares Management and Logistics There is an Assessment Fee of 2,500$ billable for Silver and Authorized partners. This can be refunded for 50% using your Marketing Funds. Travel costs are additional for Silver and Authorized partners. For further information on the assessment please click on the following link: /SN

© 2010 Avaya Inc. All rights reserved. 8 PASS Overview PASS is available on the core product sets listed below* Each partner requires a unique PASS contract PASS contracts are per products for multiple sites PASS is sold only to Sales authorized (Sell/Design) Avaya Partners Criteria to be Eligibale to buy PASS: Roadmap solutionsACE / AACC / Data1 ACSS per product Vintage ProductsCS1000/Call Pilot1PA Maintain BCM1PA Implement Onsite Service assessment – Implement & Maintain Partners must hold and maintain the assessment which is valid for two year period and will need to be renewed for it to remain valid. *some older legacy product are available with PASS (PA = Product Authorisation) Partner Assurance Support Services (PASS) Co-delivery annuity service

© 2010 Avaya Inc. All rights reserved. PASS Eligibility Requirements 9 Product New Sales Authorisation Old Co-delivery requirement New Co-Delivery Requirement Interim Co-delivery requirement Until ACSS is available Assessment type for Co-delivery EMEA by 30 th Sept 11 Avaya Aura Contact Centre APSS CC CC Design/Implement ACSS AACCCC Design/Implement Onsite Assessment ACE APSS UC ACE Design/Implement ACSS ACEACE Design/Implement Onsite Assessment Data APSS DataDesign/ImplementACSS DataData Design/Implement Onsite Assessment CS1000 PA Sell CS1000

© 2010 Avaya Inc. All rights reserved. PASS & Express Portfolio

© 2010 Avaya Inc. All rights reserved. PASS Portfolio Introduction PASS is available for NES Voice, Data and Contact Centre solutions Avaya Partner Assurance Support Services back the partners maintenance offer, providing access to patches, updates and Tier III and IV support for your solution. Partner Assurance Support Service offers can include: o PASS Basic: Remote Tier 3 Technical Support, Tier 4 if applicable (see Lifecycle Mgt for further details) and Corrective Content (patches or updates) o SRS (Software Release Subscription): like for like software upgrades o Advanced shipment of replacement hardware o Onsite Labor o Return to Factory Repair Services 11 Additional Sources of information For PASS collateral including Partner Presentations, Customer Presentations, Customer Talking points, customizable s, etc visit the PASS Offer Management site at:

© 2010 Avaya Inc. All rights reserved. Express Portfolio Introduction 12 Express Support Services are Heritage NES Wholesale Maintenance services enabling partners to sell maintenance to customers without up front investment. Express is available for NES Voice, Data and Contact Centre solutions Express Support Service offers can include: Remote Tier 1,2 & Tier 3 Technical Support, Tier 4 if applicable (see Lifecycle Mgt for further details) and Corrective Content (patches or updates) End-users calls are accepted if the Partner wishes SRS (Software Release Subscription): like for like software upgrades Advanced shipment of replacement hardware Onsite Labor Return to Factory Repair Services

© 2010 Avaya Inc. All rights reserved. PASS/Express Portfolio Order Codes While the specific order codes are too numerous to list (i.e. over 2,500), they follow the model Gx4300aaa (PASS) or Gx6300aaa (Express) o The x represents one of the following characters; E, U, L, F, G, H, J, K, N o Technology Support Basic (L, F, G, H) services include HW remote technical support, corrective content, and a hardware service such as repair & return or managed spares. o Technology Support Plus (J, K, N) services include remote HW technical support, corrective content, managed spares, and managed spares with on-site support o GEx300aaa includes remote SW technical support and corrective content; referred to as PASS Basic o GUx300aaa service includes remote SW technical support, corrective content, and software upgrades (SRS); referred to as PASS Plus SRS o aaa represents the Service Line Number (SLN) o GEx303aaa & GUx303aaa order codes are available for certain products. These are special 3 year service order codes that have the multi-year discount already built into the price. Generally, these codes are available for high volume voice products (CS1000, CP, CC, and BCM) What are the PASS/ Express order codes and how do they align with PASS / Express Basic & PASS / Express Plus SRS 13

© 2010 Avaya Inc. All rights reserved. PASS & Express Order Codes In detail 14 GERemote4PASS300

© 2010 Avaya Inc. All rights reserved. PASS Portfolio Availability by Product Family While the PASS/Express downloadable pricebook available on Global Product & Pricing Catalogue (GPPC) should be referenced for PASS availability by product, the following table can be referenced for primary products. Which PASS services are available on the various NES heritage products 15 All Part replacement and on-site labor options may not be available based on location; accordingly, EC Services should be used to configure service quotes 1 CRQM only available as GU4300 Asia only

© 2010 Avaya Inc. All rights reserved. Express Portfolio Support Options 16 Service Order no. Description 7 X 24 Service Hours Call Centre & WEB Period of Maintenance- HW & Onsite Software Releases and Updates Part-to-Site response time On-site Technician Emergency Recovery Technical Support 8am to 8pm 7x24 Operating Software only Application Software 4 hou rs Same business day Next business day Full M-F 9am to 5pm Full 7x24 3rd Level Express Software Support GW6300* Express SRS Basic GU6300 Express SRS Plus Express Technology Support Base GE6300 Express Technical Support Service GL6300 Express RTF Mgd Spares (NA Only) GF6300 Express NBD Mgd Spares GG6300 Express SBD Mgd Spares GH6300 Express 4 hour (7x24) Mgd Spares Express Technology Support Plus GJ6300 Express NBD Managed Spares with on-site GK6300 SBD Managed Spares with on-site GN hour (7x24) Managed Spares with on-site * GW :Plan for elimination in May 2011

© 2010 Avaya Inc. All rights reserved. Available Not available Planned in EC in May 2011 * GW Plan for elimination in May 2011 Express Portfolio Availability by Product Family 17 Express Availability GW*GUGLGEGFGGGHGJGKGN Data Portfolio, (Passport 8000, ERS, Contivity, Baystack, Secure Router, WLAN and VPN) CS1K, CallPilot, Contact Center, ESM and other software applications BCM (Business Communication Manager) R = Restricted availability NA Only

© 2010 Avaya Inc. All rights reserved. EMEA Parts & Onsite Offer Availability (product restrictions apply) 18 To qualify for same business day or next business day or 4 hours Part replacement the end-user site must be located in one of the below countries and the end-user site must be located in a: 80km Radius from the below cities for same business day or 4 hours Part replacement 400km Radius from the below cities for next business day part replacement CountryCity Germany Berlin Dusseldorf Frankfurt Hamburg Hannover Leipzig Muenchen Nurnberg Suttgart

© 2010 Avaya Inc. All rights reserved. Lifecycle Management

© 2010 Avaya Inc. All rights reserved. PASS & Express Portfolio Lifecycle Management While PASS service offers do not change until a product reaches End of Service Support, the availability of PASS Plus SRS (GU4300) and corrective content is affected by a products Lifecycle status. Additional Sources of information PASS Life Cycle Management Guide Avaya Lifecycle Management policy How do PASS deliverables change as the product lifecycle status changes? 20

© 2010 Avaya Inc. All rights reserved. Lifecycle Status Service Deliverables & Offer Availability Current Status as of March 25, 2011 SW support: GU 1 year orderable SW Support: GU 2&3 year orderable SW Support: Only GE orderable SW Support: T&M only

© 2010 Avaya Inc. All rights reserved. * Express alignment planned in MAY PASS/Express Availability by Release Product Current Release PASS/ Express Basic PASS / Express* Plus (1 year) PASS/ Express* Plus (2-3 year) BCM yr MD BCM yr MD BCM 200/ N/A SRG N/A SCS CS1000 / Meridian CallPilot Contact Center – CCT/CCM/CCMM AACC 6.x Avaya Aura Contact Center AACC 6.x6.0 Symposium Express N/A4.2CCE 7.1 Network Config Mgr6.03.6RP24.0 Minimum Qualified Release Avaya Lifecycle Management policy As of March 25, 2011 R7.5 becomes the min release for PASS Plus 1 yr on April 21

© 2010 Avaya Inc. All rights reserved. Data Product Family Service Availability ProductRelease DATA Support PASS/ Express ERS Core , 8300All M Secure Routing Core - SR2330, 4134, 8000All M Mobility - Security Switch 23xx, Controller MX-2800, WLAN Mgmt Apps All M Network Management Software - COM, VPFM, IPFM, NRMAll M Security Application Intelligence – Identity Engine Ignition, SSL VPN, IP SEC, SPOC & VPN Gateway Licenses All M ERS Edge (Stackables)AllM O* Routing Edge - VPNR 17xx, 2700, 5000, SR100x, SR3120AllM O* Mobility - AP 233x, MP432, WLAN Mgmt upgradesAllM O* SAI Secure Network Access (SNA) Switch 40XX, SNA LicensesAllM O* Data Support for Partners *A Blocks of Hours based offers that provides access to operational software upgrades and corrective content is available for product that are not under required attached Legend M – minimal attach O – Optional service

© 2010 Avaya Inc. All rights reserved. SME Product Family Service Availability ProductReleaseSME SupportPASS/ Express BCM 200 / 400AllMin Attach Opt (rel 3.7+) BCM 50AllMin Attach Opt (rel 2.0+) BCM 450AllMin Attach Optional SCSAllMin Attach Optional Norstar / CallPilot MiniAllMin Attach BOH SME Support for PASS eligible Partners Provides access to Avaya backbone support & corrective content for PASS qualified partners PASS continues to be available as an optional offer (onsite support discontinued)

© 2010 Avaya Inc. All rights reserved. Data & SME Technical Support

© 2010 Avaya Inc. All rights reserved. SME & Data Block of Hours (BoH) Technical Support for Partners Avaya SME Support for Partners and Data Block of Hours are a global offers available to co-delivery authorized Partners The SME Support offer supports the IP Office communications solution and NES heritage SME products (i.e. BCM, Norstar, CallPilot mini, SCS) The Data Block of Hours offer supports higher volume Edge Data equipment. o A list of Enterprise Data minimum required service attach PECs has been added as a separate file in the Enterprise Data Full Price List (FPL) available on GPPC The offer is designed to be purchased at the Partner organization level and cover the partners SME/Data base. Note: These offers are not available in APAC Additional Sources of information o For the SME Support for Partners offer page on the Partner portal o For the Data Block of Hours offer page on the Partner portal 26 Is there an alternative to attached services for SME & Edge Data products?

© 2010 Avaya Inc. All rights reserved. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.27 Data Technical Support for Partners Service Delivery Options Fixed price – planned cost Provides co-delivery options beyond basic L3 support Eliminate the need to carry spares inventory Access to HW & Onsite support labor Provides Operational Software updates & upgrades Cost Effective – partner controlled Provides L3 technical support to the partner only Partner provides L1/L2 and all HW & Onsite support Provides Operational Software updates & Upgrades No need to invest in support resources Resell Avaya full support Remote Tech Support with HW & SW support options Provides Operational Software updates & upgrades Co-Delivery Gx4300 PASS Data Tech Support BOH Co-Delivery SP251x Express Wholesale Gx6300

© 2010 Avaya Inc. All rights reserved. Data Technical Support Offers Comparison Summary Service Offer Data Technical Support BOH Service Offer PASS (Co-Delivery) Express (Wholesale) Service Coverage Partner Block of Hours (Partner Support) Per Customer System (Partner Support) Per Customer System (Direct Customer Support) Data Products Supported ERS Stackable; Routers VPNR 17xx, 2700, 5000, SR 100x, SR 3120; Mobility AP 233x, MP432 All Data Products Operational SW Upgrades Yes Application SW Upgrades No Yes Specific Contract Req (GU) Yes Specific Contract Req (GU/GW) Manufacturer Onsite Support NoYes Advanced Parts Replacement (APR) NoYes 28

© 2010 Avaya Inc. All rights reserved. Data BOH Support Offer Details Individual Partner Purchase BoH can be used to support Partners existing customers Data Product as well as new installs Purchased by partners direct from Avaya or through Distribution, globally No requirement for capturing installed base serial numbers Manufacturer Support Offer Availability Support Hour Usage Enhanced Tools Web-based ticketing and monitoring Status review of known operational and application software problems Download of operational and application s/w products major releases & updates Access to technical documentation Ability to log a case Global availability October 1, 2010 – No variations between theatres Applies to GA, MD and EOL Supported Products Pricing available within GPPC globally since September 1, 2010 Base offer consists of 5 hours of Remote Technical Support. Additional 5, 15, and 30 hour increment options are available Support hour life span of 24 months after SAP order upload Min. decrement: 30 min/per request. 15 Minutes thereafter No decrement for product deficiencies during warranty period Support Hour Usage Base offer consists of 5 hours of Remote Technical Support. Additional 5, 15, and 30 hour increment options are available Support hour life span of 24 months after SAP order upload Min. decrement: 30 min/per request. 15 Minutes thereafter No decrement for product deficiencies during warranty period

© 2010 Avaya Inc. All rights reserved. Data BOH Support Pricing Summary Vivid discount is applicable Order Codes and pricing are Specific to heritage Nortel Enterprise Partners and are subject to applicable Service Support discounting 30 Global List Price (MSRP) WPP Base Offer – 5 Hours SP2511 $2,749.92$2,063 Incremental 5 Hours SP2512 $2, $2,043 Incremental 15 Hours SP2513 $8,085.12$6,064 Incremental 30 Hours SP2514 $15,840.00$11,880 Price Architecture

© 2010 Avaya Inc. All rights reserved. Data BOH Support Order Process o Business Partners: Order with Avaya or via Stocking Distributor o Pricing Availability: BOH Base Service Offer & Incremental Hours in Global Product Pricing Catalog (GPPC) o Services Orders: Submitted through standard regional process Service Order Processing time: 5 business days All Partners required to have an Avaya Sold To More information: Avaya Partner Portal > Services A-Z > Data Networking Services More information: Avaya Partner Portal > Services A-Z > Data Networking Services

© 2010 Avaya Inc. All rights reserved. Data Block of Hours How to Order Partner completes their respective PO. Ensure the following data elements are included on the PO to minimize delays: o Partner/Reseller company name o Partner Site ID- NOTE: Partner Site ID must be used for all support requests. Multiple Site IDs will not be accepted. o Partner/Reseller PO number o Partner/Reseller complete addresses o Partner/Reseller primary contact name, phone, o Confirmed start and end dates o Correct Currency o Provide actual Material/Order Code, such as SP : not the description, such as SP Basic DATA Offer BOH 5HRS HN o Forward the completed PO to the following Avaya address for processing: as of April 18 th )

© 2010 Avaya Inc. All rights reserved. SME Service Offer Options (hNES) BCM, Norstar, CallPilot Mini Continued availability Onsite support option post July 1, 2010 – USA will continue to be available – Rest of World (ROW) will not be available for purchase Available for BCM Single purchase applies to all SMEC Products: – IP Office – BCM – Norstar – CallPilot Mini Remote Avaya Backbone Engineering support Onsite support option not available Continued availability Optional offer for scenarios including but not limited to: – Customers with a mix of CS1K & BCM who wish to have a single service support structure – Partners wishing to renew their existing PASS offer Onsite support option not available Available for BCM SME Technical Support SME Technical Support Express Partner Assurance Support Services (PASS)

© 2010 Avaya Inc. All rights reserved. SME Service Offer Options Comparison Summary Service Offer SME Service Offer Partner Assurance Support Services (PASS) Express Service Coverage Partner Block of Hours (Partner Support) Per Customer System (Partner Support) Per Customer System (Direct Customer Support) SMEC Products Supported IP Office, BCM, Norstar, CallPilot Mini BCM SW Upgrades n/aService Offer Required Manufacturer Onsite Support None US Only Advanced Parts Replacement (APR) Yes (IP Office 500 Only) Yes 34

© 2010 Avaya Inc. All rights reserved. Avaya SME Technical Support for Partners Minimum for Avaya Backbone Service Support Avaya Authorized Partner Support Avaya Extended Warranty/APR Parts Option Onsite and HW Parts Distributor SME Expert Partner (ACS/ACSS Team Member) End-User Customer or SME Technical Support for Partners IP Office Overview Authorized Partner VAR / SI / SP Remote SW/HW Support Remote Avaya SW/HW Support 24x7 GSS Backbone support Web Services SW Release support: N-1

© 2010 Avaya Inc. All rights reserved. Avaya SME Technical Support for Partners Minimum for Avaya Backbone Service Support Avaya Authorized Partner Support Onsite and HW Parts Distributor End-User Customer SME Technical Support for Partners BCM, Norstar, CallPilot Mini Optional Remote Avaya SW/HW Support 24x7 GSS Backbone support Web Services SW Release support: Current GA and End of New Sale

© 2010 Avaya Inc. All rights reserved. Data BOH Support Offer Details Individual Partner Purchase BoH can be used to support Partners existing customers Data Product as well as new installs Purchased by partners direct from Avaya or through Distribution, globally No requirement for capturing installed base serial numbers Manufacturer Support Offer Availability Support Hour Usage Enhanced Tools Web-based ticketing and monitoring Status review of known operational and application software problems Download of operational and application s/w products major releases & updates Access to technical documentation Ability to log a case Global availability October 1, 2010 – No variations between theatres Applies to GA, MD and EOL Supported Products Pricing available within GPPC globally since September 1, 2010 Base offer consists of 5 hours of Remote Technical Support. Additional 5, 15, and 30 hour increment options are available Support hour life span of 24 months after SAP order upload Min. decrement: 30 min/per request. 15 Minutes thereafter No decrement for product deficiencies during warranty period Support Hour Usage Base offer consists of 5 hours of Remote Technical Support. Additional 5, 15, and 30 hour increment options are available Support hour life span of 24 months after SAP order upload Min. decrement: 30 min/per request. 15 Minutes thereafter No decrement for product deficiencies during warranty period

© 2010 Avaya Inc. All rights reserved. SME Technical Support for Partners Available Features Remote Support Hardware/software remote support to Partner: solution centric Avaya Backbone support to Distributor (IP Office) Global consistency SLOs (Telephone/Web) –Majors (Sev. 1/2): < 2 Hrs. –Minors (Sev. 3): < 4 Hrs. –Low Severity (Sev. 4): Close of next business day 24x7 remote support via Distributor or directly (SME Expert Partner), globally (IPO, Distributor support hour dependent) (BCM, CallPilot Mini, Norstar, SCS, no Distributor support) Free Remote Implementation Support (Avaya Connect Program) 1 Basic Web Services E-notifications Case Status Alerts InSite Knowledge Base (SMEC KBS integration) 2 Support Forums Advanced Web Services: Click to Chat (Future) 1 Options (IPO only) Extended Warranty/Advanced Parts Replacement (IPO only) Enhanced Tools (Future) (IPO) –Secure Access Link (SAL) SW Gateway –EXPERT SM Monitoring (24x7) –Unresolved EXPERT SM Cases routed to Partner 38 1 SME Expert Partners 2 Available to all Authorized Partners

© 2010 Avaya Inc. All rights reserved. SME Technical Support for Partners Pricing Base Offer (24 Month Lifecycle) Global Price List ($ USD) Partner Price Range* ($ USD) Base Offer –Per Partner –Appropriate Distributor discounts apply Total Pre-pay$ 2,750$ 2,063 - $ 1,870 Additional Support Hour Increments –Per Partner –Appropriate Distributor discounts apply –Total Pre-pay 5 Hours 15 Hours 30 Hours $ 2,723 $ 8,085 $ 15,840 $ 2,042 - $ 1,851 $ 6,064 - $ 5,498 $ 11,880 - $ 10,771 Options (IPO only) Extended Warranty/Advanced Parts Replacement –Per Customer System (System HW only, no Terminals) –Total Pre-pay IPO: Essential Edition Partner Version IPO: Essential, Preferred, Advanced Editions 2 Year Term $ 172 $ Year Term $ 330 $ Year4 Year Term Term $ 129-$117 $248-$225 $203-$184 $389-$353 *These are indicative ranges only – discounts through Distribution are subject to negotiation between Partners and Distributors

© 2010 Avaya Inc. All rights reserved. SME Technical Support for Partners Material/Order Codes Offer ElementMaterial/Order CodeDescription Base Offer SP SME Basic Offer BOH 5HRS SP SME AFTMKT OFFER BOH 5 HRS SP SME AFTMKT OFFER BOH 15 HRS SP SME AFTMKT OFFER BOH 30 HRS Advanced Parts Replacement (IP Office only) IPO R6 Essential Edition Partner Version 2 year IPO R6 Essential Edition Partner Version 4 year IPO R6 Essential System Package 2 year IPO R6 Essential System Package 4 year IPO R6 Preferred System Package 2 year IPO R6 Preferred System Package 4 year IPO R6 Advanced System Package 2 year IPO R6 Advanced System Package 4 year 40

© 2010 Avaya Inc. All rights reserved. SME Technical Support for Partners Order Process o Business Partners: Order with Avaya or via Stocking Distributor o Partners authorized for direct ordering: SME Base Service Offer: Global Product Pricing Catalog (GPPC) Service Order Processing time: 5 business days All Partners required to have an Avaya Sold To More information: Avaya Partner Portal > Services A-Z > Small and Medium Enterprise Technical Support for Partners More information: Avaya Partner Portal > Services A-Z > Small and Medium Enterprise Technical Support for Partners

© 2010 Avaya Inc. All rights reserved. SME Block of Hours How to Order Partner completes their respective PO. Ensure the following data elements are included on the PO to minimize delays: Partner/Reseller company name Partner Site ID- NOTE: Partner Site ID must be used for all support requests. Multiple Site IDs will not be accepted. Partner/Reseller PO number Partner/Reseller complete addresses Partner/Reseller primary contact name, phone, Correct Service Levels Confirmed start and end dates Correct Currency Provide actual Material/Order Code, such as SP : not the description, such as SP Basic SME Offer BOH 5HRS HN Forward the completed PO to the following Avaya address for processing:

© 2010 Avaya Inc. All rights reserved. Time & Materials (T&M)

© 2010 Avaya Inc. All rights reserved. T&M for End of Life Products For Nortel heritage products, Time & Materials (T&M) support is available for products with a lifecycle management status of End of Service Support (EOSS), formerly known as End of Life (EOL). o Release status of the software, as indicated in the Enterprise Software Lifecycle Plan of Record contained within the applicable product Life Cycle Management Policy, is EOL or EOSS T&M support rates for partners are: $400 per hour, one hour minimum $100 for each additional 15 minutes To cover each case or incident under this non-contracted offer, a minimum $5,000 pre-payment is required (Order Code A ). Once the service case has been closed, only the actual charges will be calculated and invoiced. o Any charges beyond the minimum requirement will require a supplemental payment equal to the actual incremental charges incurred. o This offer is not subject to discounts, including any programmatic or special discount considerations. NOTE: This offer will be replaced by Limited Lifetime Support (LLS). Details to follow pending LLS availability Additional Sources of information: For more information, please refer to EOL Remote Technical Support for NES Products on the PASS Offer Mgt Page 44 How are End of Life products supported?

© 2010 Avaya Inc. All rights reserved. Required Attach Policy & Intellectual Property

© 2010 Avaya Inc. All rights reserved. Required Attach Qualified Products 46 Effective July 1, 2010, a Required Point of Sale Attachment of Maintenance Services went into effect for NES products. This policy will require a corresponding Services order for each product order. This policy applies to all NES products with the following exceptions: SME portfolio (BCM, SCS, IP Office, Norstar, CallPilot mini) ERS Stackables Routers VPNR 17xx, 2700, 5000, SR 100x, SR 3120 Mobility AP 233x, MP432, WLAN Mgmt upgrades NES products not supported under PASS/Express services (product with a Life Cycle Management status of End of Life prior to January 1, 2010). These products will be supported under T&M Additional Sources of information For more information, please refer to Required Attach Policy for Data Support on the PASS Offer Mgt Page Document available as attachment to this presentation

© 2010 Avaya Inc. All rights reserved. Required Attach Policy 47 The required attach policy applies as follows: All Enterprise Configurator (EC) Voice Quote Types (i.e. new, upgrades, expansions, Independent Apps, etc.) shall have a maintenance service attached. Either PASS or Express services may be applied to meet the service attach requirement. For expansions, if there is not a service contract on the base system, services must be added to both the base system & the expansion. EC Voice Quote cannot be made Ready to Order without an accompanying Services Quote. This process will generate two distinct quotes – one for product and one for services. Implementation Services are not impacted by the minimum attach requirements. The product order will be placed on hold until a service order is received. Required Attach at POS proceeded with the following exceptions: Products purchased as merchandise (i.e. not configured in EC) For systems covered under a bulk contract, through Dec 31, 2010 CS1K, CallPilot, & Contact Center expansions and upgrades will not require PASS attach at point of sale. One clarification to the upgrade exemption, when SRS or PASS plus SRS is used to upgrade a switch, the service attach exemption does not remove the requirement that all license be under a SRS or PASS plus SRS agreement.

© 2010 Avaya Inc. All rights reserved. Intellectual Property A customer warranty or manufacturer support coverage is required on Enterprise products for use of Avaya Intellectual Property, including distribution of software patches and updates to customers. Following industry best practices, Avaya ensures our Intellectual Property is only available to authorized partners by: Conducting regular audits Putting technical measures in place to ensure compliance, including protecting access to patches behind a firewall Stopping NES patch library access for non-service authorized partners Ensuring partners requesting access have a minimum level of coverage Distribution of Avaya software to customers or others not entitled to receive them is a violation of the Channel Agreement, the End User License Agreement, and the Sales Engagement Principles. Violations may cause the partner to be subject to restriction of certain benefits and/or partial or complete termination of partners participation in the partner program. Additional Sources of information For more information, please refer to the Avaya Intellectual Policy portal /SN /SN Is a service contract required for access to the patch library?

© 2010 Avaya Inc. All rights reserved. Quoting & Configuring PASS/Express Orders

© 2010 Avaya Inc. All rights reserved. PASS & Express Quote & Configure Pricing Methodology Hardware Maintenance Contracts Pricing based on the specific configuration of hardware Particular product model numbers (PECs) map to given Service Order Codes which have fixed prices Hardware maintenance pricing is driven directly from the product configuration. CS1000, CallPilot, & Contact Center Software Maintenance Contracts Pricing based on the count associated with the total ISM licenses and/or Software licenses Software support services for CS1000, CallPilot, & Contact Center are quotable directly in EC All PASS pricing is annual How is PASS/ Express priced? 50

© 2010 Avaya Inc. All rights reserved. PASS & Express Portfolio Accessing GPPC Additional information on GPPC Pricebooks –All GPPC users have visibility to the GPPC price book download page. The Maintenance Services pricebooks are automatically generated based on GPPC data and are now available for all regions. The Pricebooks are in the appropriate local currency with the maintenance services codes available in their region –The Pricebooks are available either as single ZIP file for all Maintenance Services, or as individual downloadable pricebooks for PASS, Express, and Partner Managed (5500). Additional Sources of information –PASS SOWs: –GPPC Americas & APAC: –GPPC EMEA: If you are not a registered GPPC user, GPPC access is available through the following options: – –The On-boarding team will provide our welcome kit (attached). What is the GPPC Pricebook and how do I access it? 51

© 2010 Avaya Inc. All rights reserved. PASS & Express Quote & Configure EC Services Enterprise Configurator Services (EC Services) configures maintenance quotes for most enterprise products and services. Sales Engineers and Channel Partners are able to generate a PASS/Express quote from a variety of inputs.. –EC Voice (ECV) – New, Upgrade/Expansion/Application quotes –EC Data (ECD) – New and upgrade quotes –Order Center (OC) –Order Center Shopping List(requires access to OC) –Excel BOM – Structured Excel worksheet product inventory BOM –Software History – for CS1000, CallPilot, and Contact Center software maintenance services utilizing data from the software history database (KRS) The resulting maintenance quote incorporates applicable standard discounts to which each partner is entitled. Individual users will view the appropriate pricing levels as set up in their EC user profile. EC Services quotes start with an S, followed by country incoterms (2 letters), and 7 digits Additional Sources of information Comprehensive training material is available for EC Services, including User Guides, videos, webinars,and details of regular leader-led training classes. To access this information go to the Global Commercial eBusiness Tools page off the Avaya Partner Portal. It may also be access directly via the following link What is EC Services? 52

© 2010 Avaya Inc. All rights reserved. PASS Quote & Configure EC Services Help If Partners face issues with quoting PASS in EC that they believe are due to EC tool bugs, they must first log a request to : Alternate contact numbers provided belowhttp:// Note that a 'Known Issues' report is posted in the Support menu. It is requested that all users review this report prior to logging a support request. The escalation process is to call into the helpdesk and request an escalation of the ticket. Provide all the details around the urgency (i.e. deliverable dates, etc.) so the issue can properly prioritize Additional Sources of information The following link provides further detail on standard Business hours, Response time, after hours emergency support, Tips and Tricks, and more e%20to%20OrderTools%20Support_iss% zip e%20to%20OrderTools%20Support_iss% zip How do I obtain support for EC Services? 53 United States & Canada AVAYA-IT (Partners, Distributors, Associates) United States & Canada (Partners and Distributors only) Argentina Brazil Colombia Mexico EMEA Germany APAC

© 2010 Avaya Inc. All rights reserved. Keycode Access Request Distributor of Record Change The Keycode Access Request process may be used to change the Distributor of Record information for certain hNES products (BCM, CS 1000/Meridian 1 and applications such as CallPilot, Contact Center) on KRS. This change process allows Partners to be proactive with future keycode installations and will alleviate emergency support requests for keycode downloads or generations due to incorrect distributor of record data in KRS. Per KRS 11.2 Release Notes Page 5 of 15 Select 'Report an Incident' Select 'Service Family' Select 'Service' Provide the following information for your case: Partner Name Site/System ID Reason for Change Please allow up to 2 business days for the request to be processed. KRS is accessible by selecting Keycodes from the eBusiness portal: Americas & Asia: EMEA: Users may also access KRS directly from: 54

© 2010 Avaya Inc. All rights reserved. PASS Quote & Configure RTO Requirements Once the solution order is complete, EC will guide you to complete the service attach. If services are being quoted for an installed base system o The Software History function may be used for GE or GU levels of service on CS1K, CallPilot, and Contact Center o The Excel BOM loader may be used for hardware services See Required Attach policy referenced at the introduction of this package for the Avaya service attach requirements To reach Ready-To-Order status, all orders must include: o End user information for service entitlement o Equipment location address (for each site) o Contract start date o Billing terms The next slides contain screen shots from EC Services to highlight the fields that are required for the order to reach Ready- To-Order status Quotes in RTO status have a 60 day price guarantee What information is required to complete my service order? 55

© 2010 Avaya Inc. All rights reserved. Quote Using Software History This is where you start when you have a serial number (in order to quote based on software history). The next step is to input the serial number of the PBX and click on update. If found, it will also give you the opportunity to include or exclude any associated CallPilot and/or Contact Center. From there youll be taken to screens to be able to define the Select type and level of service desired and term Add customer information and location Save order 56

© 2010 Avaya Inc. All rights reserved. PASS Quote & Configure Multiyear discounts Additional Sources of information Please reference the Multiyear Support Global DN for further detail on the discounts and processes associated with quoting and ordering multiyear services Add DN to PASS Offer Mgt page 57 Service Type Discount Amount Comments CS1000, CallPilot Contact Center Software Support-Base (GE) 5% Discount Unique GE4303 and GU4303 order codes available CS1000, CallPilot Contact Center Software Support-Plus (GU) 20% Discount BCM, SCS Software Support-Plus (GU) 5% Discount All Other Support Services5% Discount Discount manually applied o Three-year discounts are applicable to PASS & Express. o Three-year discounts applied in addition to the PASS transition discounts. o Three-year discounts and PASS transitional discounts are both reflected in the MSRP & WPP when a GE4303 or GU4303 order code is available. o Manual application of the three- year discounts to the one-year price is required for service offers where discrete three year order codes are not available.

© 2010 Avaya Inc. All rights reserved. Existing system upgrade or expansion using new GUx300 Partner uses EC Voice to quote product upgrade EC will retrieve the software license count from Software History automatically GU4x00 and GU4x03 will be displayed as Support Services options The software release that the product is currently on must qualify for PASS Plus SRS; See PASS Lifecycle Guide If the user wants to select PASS Hardware Services (where available), then the Generate All Services Quote OR Generate Support Services option may be selected to upload an Excel BOM with the necessary hardware PEC list Partner quotes GUx300 or GUx303 Quote must be in Ready to Order status Partner submits product and service Purchase Orders The product upgrade order will be on hold until the order for the service quote is received Allow 3 business days for Key Code availability 58

© 2010 Avaya Inc. All rights reserved. Obtaining upgrades under existing PASS/Express Plus SRS (GUx300) For BCM, the partner retrieves the software update directly from KRS. See KRS Release Notes BCM details start on page 4. To access the release notes go to the eBusiness Tools Home page click on the Support tab and then select Useful Information from the drop down. A new window will open. Select the KRS (Keycode Retrieval System) folder. KRS (Keycode Retrieval System) For CS1K, CallPilot, and Contact Center the process for submitting an upgrade under GUx300 is as follows: Partner access EC Voice to create a product upgrade quote EC Voice will check to see if there is an existing contract that creates SRS If not, see quoting an upgrade with a NEW GU4300 contract If so, next steps continue below EC checks the count of licenses to be upgraded with the contracted quantity If the contracted qty >= the qty to be upgraded, then EC Voice will provision prepaid software upgrade codes If the contracted quantity is < the qty to be upgraded, then EC will provision prepaid upgrade codes BUT the user must also generate a services quote, which will provision for the delta. Partner submits a PO for services along with the product upgrade quote. The product upgrade order will be on hold until the order for the service quote is received. Allow 3 business days for Key Code availability 59

© 2010 Avaya Inc. All rights reserved. Changing partners while under an active contract PASS or Express is a contract between Avaya and a partner and cannot be transferred from partner to partner, What we can support is to cancel the existing contract with partner A and open a new contract with partner B to take effect the day after partner A's contract expires (or is terminated). Partner A sells a support contract to an end customer which includes manufacturer support from Avaya in addition to whatever services they add on top (help desk, parts, dispatch, monitoring, MACs. etc.) The end customer becomes dissatisfied with Partner A and shops for a new support provider and Partner B is chosen. Partner B determines the level of manufacturer support they require and creates a service quote. EC Services software history or Excel BOM loader may be used by Partner B to generate a quote Partner B works with the end customer to establish date of when the transition will take place and the customer must notify Partner A that they will terminate their arrangement 1 day earlier. Partner A places request for early cancellation of their PASS contract, including last date of support and notation that cancellation fees are to be waived as Partner B is submitting a replacement support contract. The replacement contract must not lapse, be at least as long of a term, and at least at the same level of service Partner B submits PO which will take effect the day after Partner A's contract terminates. Avaya will provide credit to Partner A for the pro-rata amount of any prepaid PASS support. It is also important to note that the information about the existing arrangement between Avaya and Partner A is confidential and cannot be shared with Partner B. This includes, but is not limited to; level of service purchased from Avaya, term, price, system ID information, ISM or port counts, etc. Partner B needs to work with the customer to obtain the information needed to allow them to quote their offer and determine the level of manufacturer support they require from Avaya. 60

© 2010 Avaya Inc. All rights reserved. Quoting PASS/Express through an alternate partner KRS works off of DoR (Dist of Record = last order placed on a Site ID) so one partner or another will not see their contract data. EC quoting is also limited by 'contract DoR' in that only the 'contracting' partner can view contracts during quoting and they would have to quote any free upgrades to receive them... but that already occurs today on a total Site basis. If a contract is found and the partner on that contract DOES NOT MATCH the partner Account ID under which the user is logged in, then the user is free to quote a new, total or partial contract dependent on the type of the existing contract. o EC is will not allow partner to compete with Avaya – Direct vs. Express. If an existing Direct contract is in place, a partner cannot quote Express, but can quote PASS or 5500 (where available). o If the existing contract is Express, then any partner is free to quote a new partial (delta) contract The Software History function or BOM upload is available to Partner B to generate a quote 61

© 2010 Avaya Inc. All rights reserved. PASS/Express Basic to PASS/Express Plus SRS EC Services has the capability to quote GU4300 using EC Services Software History function. Once quoted, send the following information to EMEAhelp: PO and quote for GUx300 Contract id of existing GEx300 contract Request to cancel the GEx300 and entitle the GUx300 Request for an account credit on the remaining balance of the GEx300 contract If the request is accepted, a new GUx300 contract is established that starts the day after the GEx300 is terminated The new GUx300 contract would have to extend at least until the original contract end date. The new GUx300 contract term cannot be less than the minimum term defined for the considered product 62 How can I purchase PASS plus SRS (GUx300) for a switch that is under a PASS Basic (GEx300) contract?

© 2010 Avaya Inc. All rights reserved. Reducing the number of Equipped Licenses For CS1K to reduce the number of licenses requires two things: Complete attached form; reference Step # 3. Provide a PO to Avaya for PEC NT8R80AD per GPPC prices. NT8R80AD has an MSRP of $1502 WPP of $862; fee is per System ID This fee is not charged if the change is included with another order, such as an upgrade. For Call Pilot it depends on what release they are at. Release 4.0 is not capable of being simply "reduced, a two step process is required: Order PEC code NTZE65AA (which is a reduction of 10 voice seats each) for the entire license counts (if 400 licenses then order qty 40). this PEC is at $0. Re order the desired quantity of licenses for which you will receive Release 5.0 code buy ordering NTZE59CA for the quantity under a special upgrade price (MSRP = $19, WPP = $13 each). Release 5.0 is capable of a simple reduction by ordering the same NTZE65AA in reduction quantity increments of 10 at $0. (to reduce by 50 then order quantity 5) Additional Sources of information This is a PLM process. Please work into the appropriate PLM contact 63

© 2010 Avaya Inc. All rights reserved. Contract Renewals The basic rules in EC for contract renewals are as follows As long as the contracts is standard services (Express, Direct or PASS), then EC Services can be used create a renewal quote even on expired contracts. On expired contracts you must have the expired contract number as the search results will not show it, so the renewal quote must be for a specific contract ID. if a contract is found and the partner ID on that contract MATCHES the partner Account ID under which the user is logged in, then EC Services automatically populates the service type/level based on the existing contract in order to ensure that contracts and expansions are not order with diff Service Type/Service Level Only the Reseller identified on the contract or the Stocking Distributor who purchased it from Avaya if sold through 2 tier (or from Nortel if pre-acquisition), can access the contract details to generate a renewal quote. Any other parties will need to generate a new quote for the service using either EC Services functionality -- Quote from Software History (if a CS1000, CP or CC) or an Excel BOM if Enterprise Data products. At renewal quote creation time, the partner can change Service type/level as desired contract renewals will set a start date the day after the existing contract expires Additional Sources of information EC Voice > Login > Support > useful Information > EC Services > User Guide 64

© 2010 Avaya Inc. All rights reserved. Special Bid processes Leverage the Special Bids process if necessary through the Deals Desk to ensure both PASS coverage and customer retention Lab Systems Partners receive 50% discount off of WPP for Lab and Demo equipment Proof of use as a Lab/Demo system is required. The partners approval for programs for Lab/Demo product purchase, such as 3-D Demo, may be used Request are submitted to the Deals Desk for approval Required Attach All exclusions of Required Attach service offers require approval from Services Special Bids. See attached procedure The approval letter from Special Bids to the account team and the partner includes a provision that information on the risks of excluding be sent to the customer. See attached example The special bid approval letter also includes the name and contact information of the partner or customer who agreed to the exclusion and received the information. Legal/offer management has determined that a customer signature for excluding is not required. 65

© 2010 Avaya Inc. All rights reserved. Special Bid process Expected results from Special Bid process Consolidated Deals Desk tasked with enabling flexible options for partners that will enable them to ensure that the customer is retained Partners that accept the special bids flexibility from Avaya are expected to successfully ensure PASS coverage for that customer Partners contact their CAM for any Special Bid opportunity Special Bid Contacts (for CAMs) are available through the following link: /SN /SN

© 2010 Avaya Inc. All rights reserved. PASS Order Submission & Entitlement

© 2010 Avaya Inc. All rights reserved. PASS/Express Order Submission PO requirements To pass commercial validation, your order must: Include the corresponding EC Services quote If an EC Service QRN is not provided, Service part codes / product identifiers must be listed o PO part codes list and Quote part codes list must match o To avoid entitlement delays, completion of the attached Maintenance Order Form is encouraged PO pricing and Quote pricing must match Provide a contract start date within 60 days of PO submission. If a Contract Start Date is not provided, the following will be used: o the date of PO receipt + 5 days o the Partner may change the start date should their be an installation/cut-over delay PO must reflect the correct Avaya legal entity PO billing terms and Quote billing terms must match o It is acceptable for quote & PO value to differ due to multi-year discounts not provisioned in the quote. 68 What do I include on my PO?

© 2010 Avaya Inc. All rights reserved. PASS/Express Order Submission PO requirements (cont.) Additional information required for commercial validation: Equipment Serial Number System id#: CS1K, CallPilot, Contact Center (not required for new system orders) Mac address: SRS for BCM50 and BCM450, Data products See PASS Order Guide for additional information on serialization Partner (Primary) Contact Information Partner Name, Address (City, State, Zip) Contract Acknowledgement Contact (name, , phone) The partner may provide an alternate contact for Software Distribution Partner Site ID Service End Customer Company Name Equipment Location Address & Site ID: (if available) 69 What do I include on my PO?

© 2010 Avaya Inc. All rights reserved. PASS Order Submission Location To submit a purchase orders for heritage NES services: For EMEA, ordering against EC Voice quotes is done in EMEA via the Order Center. Manual PO may be sent via to as of April 18 th Service orders have a 5 day lead time from clean order receipt to service entitlement date Upon validation of information and contract entitlement, Avaya will provide a contract acknowledgement via to the Partner Contact provided on the PO. 70 Where do I send my PO and how long does it take to process?

© 2010 Avaya Inc. All rights reserved. Finding Info on Services Offers

© 2010 Avaya Inc. All rights reserved. 1. On the Partner Portal Select « services A to Z » 72

© 2010 Avaya Inc. All rights reserved. 2. Select the services portfolio 73 All aboutData including BoH Everything on PASS SME (Including BoH)

© 2010 Avaya Inc. All rights reserved. 3. See offer overview on the main page 74

© 2010 Avaya Inc. All rights reserved. 4. Click on « all collaterals » ( DATA Networking Services example) 75

© 2010 Avaya Inc. All rights reserved. PASS Tool Kit 76 com/ptlWeb/getfile? docID=MTAwMTE0 Mzk4v All what you need to in one page

© 2010 Avaya Inc. All rights reserved. PASS Collateral Visit the PASS Partner Portal for Scope of Work documents, FAQs, End Customer Messaging, OM & Engineering KTK, etc PASS support for program and process questions available to Partners, Distributers, & Avaya CAMs at and via the web at SN /SN SN /SN Multilingual phone support contact numbers are listed on this web site 77 Service Sales LeaderOffer Management North America Carson Hostetter, George DeMeglio, APAC: James Haensly, Leanne Carter, EMEA: Michael Cawley, Pierre Prunier, CALA: Paulo Manzato, Julian Pablo Dalera Ferreiro

© 2010 Avaya Inc. All rights reserved. 78