Avaya IP Office

Jeffrey Kastroll

  Director of Services

  Service overview

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Services Overview

Profit from our experience!

Westcon-Comstor Services help to develop opportunities that deliver greater strategic insight, richer margin and longer-term customer engagements through our decades of experience and unique in-house skillsets of engineers, support desks, certifications and global delivery models.

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Support Services - Avaya

GoldSeal Annual Support

• Competitively-priced Tier 1 & 2 remote support

• Enhances Vendor required maintenance

• White labeled support direct to the End-User

• Escalation ownership to the Vendor with LOA

• Product Guidance by certified experts

• Nationwide support with 24/7 Emergency Response

• Priced based on User Counts (Telephony, UC, Agents)

• All product and services funneled to Reseller

Reseller Benefits

• Enablement without competition

• Enhancements improve customer support experience

• Eliminates Capex investments related to building, training, and supporting Vendor requirements

Supported Products

• Avaya IP Office 500v2 • Avaya IP Office Service Edition • IP Office Hosted offers • Avaya IP Office Contact Center

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Support Services - Avaya

GoldSeal Blocks of Hours

• Tier 1 & 2 remote support

• Enhances Vendor required maintenance

• Priority support for Reseller

• White labeled support direct to the End-User

• Applies to both Support or Professional Services

• Product Guidance by certified experts

• Nationwide 9 to 5 support

• 24/7 Emergency Support at time and a half

Reseller Benefits

• Enablement without competition

• One Block can support multiple customers

• Eliminates Capex investments related to building, training, and supporting Vendor requirements

Supported Products

• Avaya IP Office 500v2 • Avaya IP Office Service Edition • IP Office Hosted offers • Avaya IP Office Contact Center • Avaya SBC

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All the features of Hosted Telephony User

+ Advanced Mobile Applications, Voicemail to Email Notification,

PC and iPad Soft-‐Phone, Video Calling,

Instant Messaging And Presence, SFDC Plug-‐in,

Outlook Plug-‐in, Lync Plug-‐in

Avaya IP Office - Hosted

Make/Receive calls, Park & Page, Basic Call Logs, Call Forwarding, Call Transfer, Calling Line ID Delivery, Do Not Disturb,

Intercept User, Last Number Redial, Three-Way Calling, Voicemail,

Voicemail to Email Notification, Selective Call Acceptance, Selective Call

Rejection, Hot Desking, Mobile Twinning, Conference Bridge, Soft Console (max 10 for Receptionists)

$24.90 per month

Avaya IPO Hosted Telephony User License

500 Minutes US & Canada Calling

VMware Hosting

Unlimited Bandwidth

Hosted Telephony User

$29.90 per month

Avaya IPO Hosted UC User License

500 Minutes US & Canada Calling

VMware Hosting

Unlimited Bandwidth

Hosted UC User

*Usage Overage and International billed monthly on a consumption basis *Each customer instance includes one e911/DID – additional available thru the portal

Avaya UC User Avaya UC User

w/ GoldSeal Support

Offer Pricing - MSRP $29.90 $29.90

Partner Cost $17.15 $19.65

Partner Margin $12.75 $10.25

Partner Margin % 43% 34%

Avaya Telephony User Avaya Telephony User w/ GoldSeal Support

Offer Pricing - MSRP $24.90 $24.90

Partner Cost $13.95 $15.95

Partner Margin $10.95 $8.95

Partner Margin % 44% 36%

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Support Services

GoldSeal Supported Vendors/Products

• Avaya (In addition to IPOSS)

– IP Office Products (IP500V2, Server Edition)

– IP Office Hosted solutions

– IPO Call Center (IPOCC)

– Scopia Video Products

– Avaya SBC

GoldSeal Supported Vendors/Products

• Polycom (Includes Vendor Escalation)

– Video Infrastructure and End Points

– IP Phones and Audio Equipment

• Sonus (Includes Vendor Escalation)

– SBC 1000 and 2000 systems

– SBC 5000 Series systems

– Tenor and SWe

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Support Services

Annual Contracts

• Available for 1,3 or 5 year Support Agreements

• Contracts associated with a Device or Multiple Devices

• Tier 1 & 2 Remote Support either 24X7 or 9X5

• Managed escalation to vendor with proper LOA

Blocks of Hours

• Purchased in Blocks of 25 or 50 Hours

• Tier 1 & 2 Remote Support 9X5

• Managed escalation to vendor with proper LOA

Incident Packs

• Packs of 5, 10 or 25 Incidents available

• Tier 1 & 2 Remote Support either 24X7 or 9X5

• Managed escalation to vendor with proper LOA

• Depending on the specific product GoldSeal Support is available in the following options:

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GoldSeal Annual Support Model

Customer:

Reseller:

GoldSeal:

Vendor:

Incident Occurs

Service Desk

Technician

Product Engineer

Incident Resolved

Resolved? Contact

Customer

Vendor Maintenance

Support

Yes

No

GoldSeal: Resolved?

Resolved?

Contact Customer

Yes

No

No

Yes

T1

T2

T3

Hello, this is GoldSeal!

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GoldSeal Block of Hour Support Model

Customer:

Reseller:

GoldSeal:

Incident Occurs

Service Desk

Technician

Product Engineer

Incident Resolved

Resolved? Contact

Customer

Yes

No

GoldSeal: Resolved? Contact

Customer

Yes

T1

T2

Hello, this is GoldSeal!

Optional Support/PS assistance

Optional

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IP Office Hosted Model - Reseller Support

Customer:

Reseller:

Westcon:

Avaya:

Hosting and Carrier Services Issue

Incident Occurs

IP Office Product

Triage

Incident Resolved

Call Type? Resolved?

TelAgility: Triage Resolved?

Contact Customer

IPOSS Support

Yes

No

No

Yes

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IP Office Hosted Model - GoldSeal

Customer:

Reseller:

Westcon:

Avaya:

Hosting and Carrier Service

Issue

Incident Occurs

IP Office Product

Triage

Incident Resolved

Call Type? Resolved?

TelAgility: Triage Resolved?

Contact Customer

IPOSS Support

Yes

No

Yes

No

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GoldSeal: Technical Support

• GoldSeal Technical Support Center Hours

24x7 Support (for P1-P3 Issues)

Nationwide 9:00am–5:00pm Support M–F (P4 Issues)

• Toll Free Telephone

877-446-5373, 877-4GOLDSEAL

• E-mail:

goldseal@westcon.com

SERVICE-LEVEL OBJECTIVES

P1 = 1-hour response time (emergency)

P2 = 2-hour response time (high)

P3 = 4-hour response time (medium)

P4 = 8-hour response time (low)

PRIORITY LEVELS

P1 = Down/critical impact

P2 = Operation is severely degraded

P3 = Operation is impaired

P4 = Information or assistance

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Reseller Benefits

• Pricing – Replacement offers provide more margins

– Enhancement offers provide more value

– Both offer less cost to your business

• Extension to your business – “Hello, this is GoldSeal.” (not Westcon)

– One number to call for all support needs

– You continue selling and trust Westcon to provide your support

• Support Center (Help Desk) – Product assistance outside your standard

break fix support

– Assistance with Updates and Upgrades

– Product Guidance for future planning

– “How to” assistance that helps maximizes the customers experience

• User Training – One-on-one product overviews on basic

device administration

• Coordination with Vendor – When replacing vendor direct offers Westcon

provides vendor escalation and maintains ownership throughout the incident

– Assistance with vendor provided hardware replacements to get you back online

• Renewals – We perform maintenance renewal tracking

with the vendor

– Renewals come back to you ensuring future annuity business!

• Unmatched Support

– 2015 - 100% CSAT rating

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GoldSeal Support Pricing for IP Office

Part Number Material Description List Price Partner Cost NotesWGSS-AVA-BOH-25HR GoldSeal 25 Block of Hours 8X5 Select Avaya 2,625.00$ 2,231.25$

WGSS-AVA-BOH-50HR GoldSeal 50 Block of Hours 8X5 Select Avaya 5,000.00$ 4,250.00$

WGSS-AVA-IPO-500V2-1YR GoldSeal Support 1YR Avaya Base 500v2 300.00$ 255.00$

WGSS-AVA-IPO-SE-1YR GoldSeal Support 1YR Avaya Base SE 500.00$ 425.00$

WGSS-AVA-IPO-IPOCC-1YR GoldSeal Support 1YR Avaya Base IPOCC 1,000.00$ 850.00$

WGSS-AVA-IPO-STU-1YR GoldSeal Support 1YR Avaya IPO User Tel 28.24$ 24.00$ Charge per User

WGSS-AVA-IPO-UCU-1YR GoldSeal Support 1YR Avaya IPO User UC 35.29$ 30.00$ Charge per User

WGSS-AVA-IPOCC-AGENT-1YR GoldSeal Support 1YR Avaya IPOCC Agent 112.94$ 96.00$ Charge per Agent

WGSS-AVA-IPOCC-SUP-1YR GoldSeal Support 1YR Avaya IPOCC Supervisor 141.18$ 120.00$ Charge per Supervisor

WGSS-AVA-IPO-500V2-3YR GoldSeal Support 3YR Avaya Base 500v2 750.00$ 637.50$

WGSS-AVA-IPO-SE-3YR GoldSeal Support 3YR Avaya Base SE 1,250.00$ 1,062.50$

WGSS-AVA-IPO-IPOCC-3YR GoldSeal Support 3YR Avaya Base IPOCC 2,500.00$ 2,125.00$

WGSS-AVA-IPO-STU-3YR GoldSeal Support 3YR Avaya IPO User Tel 76.24$ 64.80$ Charge per User

WGSS-AVA-IPO-UCU-3YR GoldSeal Support 3YR Avaya IPO User UC 95.29$ 81.00$ Charge per User

WGSS-AVA-IPOCC-AGENT-3YR GoldSeal Support 3YR Avaya IPOCC Agent 304.94$ 259.20$ Charge per Agent

WGSS-AVA-IPOCC-SUP-3YR GoldSeal Support 3YR Avaya IPOCC Supervisor 381.18$ 324.00$ Charge per Supervisor

WGSS-AVA-IPO-500V2-5YR GoldSeal Support 5YR Avaya Base 500v2 1,200.00$ 1,020.00$

WGSS-AVA-IPO-SE-5YR GoldSeal Support 5YR Avaya Base SE 2,000.00$ 1,700.00$

WGSS-AVA-IPO-IPOCC-5YR GoldSeal Support 5YR Avaya Base IPOCC 4,000.00$ 3,400.00$

WGSS-AVA-IPO-STU-5YR GoldSeal Support 5YR Avaya IPO User Tel 120.00$ 102.00$ Charge per User

WGSS-AVA-IPO-UCU-5YR GoldSeal Support 5YR Avaya IPO User UC 150.00$ 127.50$ Charge per User

WGSS-AVA-IPOCC-AGENT-5YR GoldSeal Support 5YR Avaya IPOCC Agent 480.00$ 408.00$ Charge per Agent

WGSS-AVA-IPOCC-SUP-5YR GoldSeal Support 5YR Avaya IPOCC Supervisor 600.00$ 510.00$ Charge per Supervisor

GoldSeal Support

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Professional Services

Professional Services

• Capacity, capability, reach

• Designed to complement your skills

• Multi-vendor, multi-technology deployments

• Smart-hands to certified professionals providing basic onsite labor to complete turnkey solutions

• Remote deployment expertise

Reseller Benefits

• Enablement without competition

• Competitive pricing

• Leverage remote engineering and reduce traditional travel expenses

• Go to market quicker with new products and technologies

Services Include

• Implementations (remote or onsite) • Migrations and updates (remote or onsite) • Consultancy • Field based smart-hands labor

INSPAN

• Westcon Service Alliance network • Network of 3rd party suppliers • Capability to deliver 100+ countries • Qualified and managed by Westcon

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Professional Services for Avaya IP Office • Westcon Remote installation services

– Utilize experience GoldSeal Engineers

– Remote programming of all IPO sized environments

– Remote programming of standard IPOCC deployments

– Services include:

• Customer interview and data gathering session

• Loading customer data to meet system requirements

• Assisting in support with circuit providers for proper configuration and trouble shooting

• Remotely deploying Avaya IPO applications to support overall solution

• Testing inbound and outbound calling paths and user/hunt group operation

– Can pair up with your own deployment team or Westcon provided Smart Hands

• Smart Hands

– Can be deployed to unbox, rack and place equipment for customer and plug in all necessary connections

– Will work with Remote programming team to provide access to equipment to finalize project

• Pricing Tool

– http://ServiceCaddy.westcon.com & http://ipoconfigurator.com

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Professional Services Pricing – IP Office

Part Number Material Description List Price Partner Cost NotesWGPS-AVA-INST-IPOV2 WPS Remote Install IPO 500V2 $ 400.00 340.00$

WGPS-AVA-INST-IPOSE WPS Remote Install IPO SE $ 400.00 340.00$

WGPS-AVA-IPOHS-PROG WPS Remote Install Hosted IPO $ 400.00 340.00$

WGPS-AVA-INST-IPOEXP WPS Remote Install IPO SE Exp Site $ 250.00 212.50$

WGPS-AVA-IPO-USER-TEL WPS Remote Prog IPO Telephony User $ 5.00 4.25$ Charge per User

WGPS-AVA-IPO-USER-UC WPS Remote Prog IPO UC User $ 7.00 5.95$ Charge per User

WGPS-AVA-INST-IPOCC WPS Custom Install Services Avaya IPOCC CUSTOM CUSTOM Custom Quoted Only

WGPS-AVA-IPOCC-AGENT WPS Remote Prog IPOCC Agent $ 100.00 85.00$ Charge per Agent

WGPS-AVA-IPOCC-SUP WPS Remote Prog IPOCC Supervisor $ 250.00 212.50$ Charge per Supervisor

WGPS-AVA-CUST-SVR-PREP WPS Remote Install Cust Provided Server $ 500.00 425.00$

WGPS-AVA-SRV-PREP WPS Remote Install Appliance Server $ 300.00 255.00$

WGPS-AVA-WG-SRV-PREP WPS Remote Install WG Provided Server $ 150.00 127.50$

WGPS-AVA-VID-XTE-PROG WPS Remote Install XT Scopia Server $ 800.00 680.00$

WGPS-AVA-SBC-SM-PROG WPS Remote Inst&Prog SBC Ent Server $ 1,200.00 1,020.00$

WGPS-AVA-HR-IPO WPS Remote install hour 8x5 IPO and Supported applications $ 125.00 106.25$

WGPS-AVA-BOH-25HR WPS 25 Block of Hours 8X5 Select Avaya $ 2,625.00 2,231.25$

WGPS-AVA-BOH-50HR WPS 50 Block of Hours 8X5 Select Avaya $ 5,000.00 4,250.00$

Part Number Material Description List Price Partner Cost NotesWGPS-AVA-SMARTHD-DAY Smart Hands 8x5 Day 1,000.00$ 850.00$

WGPS-AVA-SMARTHD Smart Hands 8x5 HR 135.00$ 114.75$

WGPS-AVA-SMARTHD-OOH Smart Hands OOH HR 200.00$ 170.00$

WGPS-GEN-SMARTHD-SURVEY Site Survey 540.00$ 459.00$

Remote Installation

Smart Hands

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Education Services

Westcon-Comstor Academy

• 30 year commitment to channel education

• Authorized Training Center helping you meet technical vendor requirements

• Instructor-led Virtual, On-site and Custom training

• Certified Instructors are practicing field Engineers

• Dedicated labs available for all students

Reseller Benefits

• Eliminate travel expenses

• Sell Westcon training and earn higher margins

• Train your staff for less

• Access to partner training at reduced prices

Authorize Training Center

• Palo Alto Networks • Blue Coat • HP Enterprise Security

Additional Vendors

• Relationship with Global Knowledge and others • Cisco • Microsoft • F5 • Juniper

• VMWare • IBM • Industry Certs • Business Skills

• Avaya • SMART Technologies • Checkpoint

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Avaya Education

• 7720C - IP Office™ Platform Basic Integration and Configuration (List $2,352, Partner price $1,900)

– This 5-day Instructor Led class is designed for individuals responsible for the implementation skills they need to customize and administer an IP Office™ Platform solution and those preparing for the ACIS–Avaya Midmarket Team Engagement Solutions or ACSS– IP Office™ Platform credential.

• Avaya - IP Office SBC: SIP Trunking & Remote Worker Technical Workshop (List $1,200, Partner price $999)

– Westcon has created a 2-day workshop around the installation and administration of Avaya IP Office Session Border Controller for the Midmarket, covering both SIP Trunks and Remote Workers.

• Avaya IP Office Basic Administration Training (List $500, Partner price $425)

– IP Office Basic Administration Training is designed for Westcon partners and end-users with responsibilities their or their customer's Avaya IP Office Communication System.

• Available 2 Hour Training Sessions (List $199, Partner price $169)

– 3rd Party Endpoint Configuration

– SIP Trunk Programming, Monitoring & Troubleshooting

– Voicemail to Email UMS, IPO MAPI Integration, Exchange integration, Simple SMTP

– OneX Portal CSTA\VM Pro connectivity issues

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Supply Chain Services

Supply Chain Services

• End-to-end value

• Offload system assembly, firmware updates, testing, and basic configuration for installations

• Asset Tagging, labeling, and data capture

• Short/long term storage, consignment & bailment

• Business process outsourcing

Reseller Benefits

• We do it for less and can scale to meet demand

• Free up expensive staff to concentrate on more profitable work

• Eliminate RMA/DOA expenses

• Significantly reduce shipping cost

• Improve cash flow by 7-14 days

Services Include

• Integration Services • Reverse Logistics • Logistic Services • Supply Chain Project Management

Logistic Center

• Located in Plainfield, IN • More than 128K Square feet • ISO 9001:2008 Certified • 5K Square feet Integration Center

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Integration Services

Integration

• Westcon’s Integration team can ensure that your customer is satisfied and protected during system setup, testing and basic configurations for installations.

• Our processes and methodologies provide the basis for services and task handling that instantly frees your staff to focus on core, profitable business.

Features Include

• Staging Services • Component Assembly and Testing • Software and Firmware Updates • Extended Burn-in Testing • Configuration Services • Tagging (Asset / RFID / UID) • Customize device, box and pallet labeling • Bench Space and Resource rental • Customer remote and on premise access • Supply Chain Office (Project Management)

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Logistic Services

• Inventory Management

• 3rd Party Warehousing & Logistics (3PL)

• Supply Chain Outsourcing (4PL)

• After-Hours Emergency Fulfillment

• Custom Labeling / Custom Kitting

• Private Label Delivery

• Customized Packing Slips

• Specialized & Secure Shipping Options

• Transportation Management

Reverse Logistics

• Hardware Collection/ Box Provisioning

• Screening & Disposition

• De-configuration & Data Wipe

• De-Staging of installed components

• Consigned Storage

• Staging and Testing for re-use

• Product Reclaiming

• Vendor Trade-in and Disposal

• Returns Management & Validation

• Product EOL Management-Product Disposal and Certification

Project Management

• Statements of work

• Bills of materials

• Scope creep

• Delivery Coordination

• Pre-configuration

• Deployment Management

• Global shipment & fulfilment

• Short & long term storage programs

• Automated reporting / asset tracking

• Import/Export Remote Monitoring

• Conduit with Stakeholders

Jeffrey Kastroll Director of Services

Jeffrey.Kastroll@westcongroup.com +1 412 209 1075

For more information contact: