Aura Alliance

Introduction v3.1

What is the Aura Alliance?

• Worlds largest alliance of Avaya Business Partners working together to provide global support for Avaya “centric” solutions. Over 3,200 Avaya accredited specialists, covering over 112 countries

• An easy way for multi national customers to deploy, ensuring consistent pricing, quality, and uniform SLA’s wherever they have offices, globally

• Each partner covers their region and operates within Avaya's Connect program

…… we never ship out of theatre, or margin stack, that’s why we’re the only Avaya endorsed alliance

• The Aura Alliance is endorsed by Avaya, and Avaya actively work with us to improve the processes and scale of the Aura Alliance

• Each partner committed to providing exceptional customer service, TSG - USA Partner of Year, Combat Networks - Canadian Partner of the Year, and G3 - UK Service Excellence Award and Video Partner of the Year

Tom Mitchell, Senior Vice President and President, Global Sales at Avaya commented:-

"The Aura Alliance takes a fresh, new approach to fulfilling the service levels expected from this increasingly demanding market, and Avaya will be giving its full support to help make that happen.“

September 2012

See Tom Mitchell’s Avaya profile :- http://www.avaya.com/usa/about-avaya/our-company/leadership/tom-mitchell

We’re different……

Differentiators Aura Alliance

Avaya Involvement

Avaya DevConnect Technology Partner

Follows Avaya’s Rules

Globally Consistent SLA’s

Avaya Certified Specialists 3,200+

Global Coverage (countries) 112+

Product Development

Monitoring Hosted SaaS

Margin Stacking -

Support Team

• Local and Central Service Support teams– Report system incidents– Request programming changes – Technical enquiries– 24/7/365 “follow the Sun” support

• Service Delivery Managers– Prepares and presents incident resolution and programming reports– Provide both local and central reporting

• Account Managers– support and develop your account– Work with you on day requirements and any upcoming projects– Access to office based telephone account manager for

• headsets• peripherals • ad-hoc programming (moves, adds or changes)

Support Offering

• Pick and choose the support service you require for each office location

Service Delivery Elite Plus Elite Standard Plus Standard Basic

Coverage Hours

Help Desk 7 x 24 5 x 24 9am-6pm, M-F 9am-6pm, M-F 9am-6pm, M-F

Software Support 7 x 24 5 x 24 9am-6pm, M-F 9am-6pm, M-F 9am-6pm, M-F

Response Times

(Helpdesk/Remote)

1 hrs 1 hrs 4 hrs 4 hrs NBD

On Site 4 hrs 4 hrs Major / 8 hrs Minor

4 hrs Major / 8 hrs Minor NBD X

Software Cover

Support Advantage s/w

(1 Year) Standard Standard Standard Standard Standard

Support Advantage s/w plus upgrades

(3 Year) (Optional) (Optional) (Optional) (Optional) (Optional)

Hardware Cover

Hardware Replacement

YES YES YES X X

Countries covered with the Alliance

• Europe UK, Ireland, Portugal, Spain, France, Germany, Italy, Austria, Switzerland, Denmark, Netherlands, Belgium, Luxemburg, Sweden, Norway, Poland, Finland, Bulgaria, Turkey, Czech Republic, Russia, Hungary, Serbia, Slovakia, Greece, Ukraine, Moldova, Georgia, Azerbaijan

• Middle East UAE, Egypt, Iraq, Israel, Lebanon, Bahrain, Abu Dhabi, Qatar, Saudi Arabia, Syria, Jordan, Uzbekistan, Tajikistan, Afghanistan

• Africa Algeria, Tunisia, Morocco, South Africa, Tanzania, Botswana, Kenya, Uganda, Rwanda, Nigeria, Ghana, Togo, Cote d’Ivoire, Benin, Sierra Leone, Liberia, Senegal, Burkina Faso, Congo, Angola

• Asia India, China, Hong Kong, Macau, Thailand, Malaysia, Japan, Philippines, Vietnam, South Korea, Cambodia, Pakistan, Taiwan, Indonesia, Singapore, Mongolia

• Pacific Australia, New Zealand, Guam• Americas USA, Canada, Chile, Argentina, Peru, Colombia, Brazil, Uruguay,

Mexico, Puerto Rico, Panama, Costa Rica, Jamaica, Trinidad, Bahamas, Antigua, Barbados, Dominican Republic, Venezuela, Haiti

Enterprise Visibility - Real Time Dashboards//4D software distributes monitoring, reporting and dashboards throughout global customer’s internal network with information and alert routing to appropriate global resources

Live & Historical Call Details with Quality Ratings

Live list View of Active Calls

Detailed view of every call with end-to-end network path beginning from end user phone

Live & Historical Metrics For:•MOS•Round Trip Delay•Packet Loss•Jitter

Aura Alliance and Avaya in unison

• Delivering quality on a global scale

• Partner and/or Avaya services delivered together for “best fit” to customer

• Avaya representation on Aura Alliance Partner Council…..

Aura Alliance Applications

• EC500 for iPhone and Android

• SIP Client for Lotus/IBM

& Avaya

Thank you

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